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

  
• 

  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:11/14/2024

  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.

  My 2006 Mercedes cls500 was towed by ******* towing authorized by ***. When it arrived at the service station the drivers side tire was damaged , it was repaired at a cost of $598. I spoke to *** sent photos and the invoice and was told they will not reimburse me for damages due to it was not determined it was the drivers fault , it certainly wasnt mine. The car was not put on a flatbed of the tow truck the rear wheels raised and the front tires on the ground . I researched this on the internet and found when towing a car in this manner put more weight on the front bearing that normal . I asked *** to speak to to the person who made the determination and I was refused asked to speak to someone above the supervisor position and refused Being a member since 1996 and being treated this way is extremely frustrating. I hope you agency can help me Sincerely ******** ********

  

  Business Response

  Date: 11/15/2024

  I write in reply to this concern. We have spoken to the member and this has been resolved. 

  Customer Answer

  Date: 11/15/2024

  [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:11/14/2024

  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.

  we never recieved our new AAA cards and bill this year . I went to the ********* on Nov 2 to inquire about this . the agent ******* said that's because I chose to go digital something I told him I never gave any permission to do that . I payed the bill $ ****** cash and he said I would get the cards mailed to me . we never got any new cards yet and our old ones expire tomorrow !!/15 . I called the branch this morning and the lady I spoke to said I don't need a card anymore cause its digital now . when I started to ask questions about this she hung up on me ! upon checking the *** website it says s you can go digital if you choose ,I choose not to I want a card not digital at our age we don't do that. if the website says I have a choice why did she tell me the whole company has gone digital . all the years I've been with AAA l have always treated respectfully . she was rather rude.

  

  Business Response

  Date: 11/15/2024

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

  Customer Answer

  Date: 11/21/2024

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

  spoke to a person from AAA on Nov 13 they said they were going to us back on actual AAA cards. we still haven't gotten any cards yet . I wont close this complaint until I get my cards . thank you ****

   

   

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my tire blew on the highway and I used the aaa app to ask for a tire change. we waiting almost an hour and we called and they said they would put a rush and get the police to help my family. the police said that *** is a problem but that he could get a aaa affilate out there soon to help. it took over 2 hours for *** to respond and in that time the *** affiliate showed up to complete the job. my family was in a dangerous situation and aaa should pay the bill as that is the service that i pay for.

  

  Business Response

  Date: 11/14/2024

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

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our car brokedown *************** on 11/10/2024. Aaa towed it to a shop and told my daughter could get it towed at no cost elsewhere in the morning. The shop could not work on it for 2 weeks and recommend getting it towed elsewhere I called aaa who said a tow cost for $5/ mile. I had to call back as I did not have all the garage information.On 11/12/2024 was told it would be $95 for the first mile and then whatever the tow company wanted to charge for the rest! That was not the original quote. I was also told *** would not tow the car to my mechanic as it is not a licensed garage. I called customer service who said Wethersfield can be difficult and charge differently. I waited while she spoke to someone and then transferred me.This person told me $95 for first 5 miles then $5/ mile plus extras if tow company charges extras. I got frustrated at yet another quote and expressed this. I was told she was sorry the others lied to me! She insisted that they would not be able to do anything about what the others had told me and obvious they did not have as much experience as her.I ended up paying more by going with a private company that was at least HONEST!!!!! I made this decision as I felt that I had no idea how much I would be charged in real time and why would I do business with a company that lied. They towed me to a garage that was unable to fix my car in a reasonable time if at all. IT was not my request to have my car towed there and now it is my issue and costing me a lot of money to have the car towed to my mechanic. This cost my 16 year old alot of money and I do not trust AAA any longer. I am disappointed that after being a customer for 16 years I was treated like this and no one would help me out or at least be honest.

  

  Business Response

  Date: 11/13/2024

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

• Initial Complaint

  Date:11/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were significantly misled by AAA Travel and Travel Impressions regarding our accommodations and the services they agreed to provide in *****. We explicitly requested and received assurances of clean, safe, and pest-free accommodations, as well as round-the-clock concierge service. However, upon our arrival at the ******************* in ******, we encountered several serious issues. The lock on the door to our room was broken, and we discovered black mold, a pest infestation, and stained bedding. These conditions made the environment unacceptable and hazardous for our stay.We left the hotel immediately in search of safer accommodations, but we received no assistance or refund from Travel Impressions, AAA Travel, or the hotel. Consequently, we ended up paying for two hotels at once, which greatly increased our expenses beyond our initial agreement and jeopardized our health and safety.After this experience, we began to investigate the next hotel they had reserved for us in ****. We found online reviews that raised concerns about bedbugs, as well as the safety and conditions of the hotel and its surrounding area. When we reached out to Travel Impressions with our concerns, they canceled our reservation without informing us in advance. Once again, we found ourselves without a place to stay and no help in finding one. As a result, we had to quickly book another hotel, which led to additional costs. Despite our efforts to resolve the situation, neither AAA nor Travel Impressions has taken responsibility for their poor choice of hotels or their failure to assist us. Furthermore, they have not provided any evidence to support their claim that the hotels were non-refundable.They failed to exercise due diligence in securing appropriate accommodations for us and were negligent in fulfilling their duties as travel agents. We believe that compensation should cover not only the difference in accommodation costs but also the inconvenience we experienced.

  

  Business Response

  Date: 11/05/2024

  We write in reply to this concern.  AAA Northeast was not afforded the opportunity to assist, since member had disputed this with the bank, once a dispute is entered with the bank *** is unable to proceed as the bank contacts the vendor. 

  Customer Answer

  Date: 11/05/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  I reject the statement from ***. Their requirement that I withdraw my dispute with no assurance of any kind from them could easily release them from any responsibility. They could use any excuse, such as the hotel was non-refundable, and then do nothing. They had no intention of resolving the issue. I sent evidence with photos of the hotel room. *** could have committed to resolving the issue, then I would've withdrawn my dispute with the credit card company.

  Regards,

  ****

   

   

  

  Business Response

  Date: 11/13/2024

  We write in reply to this rebuttal:  Once a dispute in entered into the credit card company, we can no longer work with the supplier. 

  Customer Answer

  Date: 11/14/2024

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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. 
  

  Who is the supplier mentioned in their response? Travel Impressions stated that the hotel is non-refundable, and I expect AAA to use this same excuse. If I withdraw my claim with the credit card company as suggested, I wont be able to submit it again. *** is refusing to take responsibility for their bait-and-switch tactics and not delivering the promised services. They also won't disclose the cost of the ******************** which is needed for my claim. There was a significant discrepancy between what I was sold and what I received, violating Massachusetts Consumer Protection law (Chapter 93A) by engaging in unfair practices.

  The refund policy at the ******************* was not clearly posted, and I never received proof of it. The hotel they booked for us was not even close to what I requested. My daughters reaction to the black mold forced us to find a safer place to stay at 10:00 PM, with no help from their concierge service. They are neglecting their responsibility to vet the hotels they select. It is unacceptable to promise a service and then fail to deliver. We clearly communicated our need for clean, bug-free accommodations, but received the opposite.
  
  

   

   

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently have a AAA membership which allows for towing service. I requested a tow service on 9/20/24 as I was stuck on a road. They refused to send service and told me that is not an area they service. I had to get the police involved and have their tow drag me out of the spot that I was stuck in on the paved road that had residential homes. Address was submitted on the tow receipt and it cost me $365 that night. The claim was denied after 30 days with no contact from *** at all to discuss my claim stating that the road address I provided did not exist. The road exists I was stuck on it and I have tried since the denial to get a human to contact me to clarify the address and discuss this further. I got a manager's name and left four messages in the last week and no return calls not even an email. I also sent an email to this manager after calling several times I was able to retrieve an email from a representative. Sent the email with the coordinates link in ****** and also a picture of the street. I am very disappointed with the service I have received along with the fact I pay for the *** every year and now I needed it and had to pay out of pocket. It is a lot of money to spend when you have a service company you thought would provide excellent service. I would like my refund of the tow service and someone to resolve this and give me the courtesy to call me back on the issue. Please assist me with this issue. Thank you.

  

  Business Response

  Date: 11/01/2024

  We write in response to this concern. Member would need to contact their home club ***************** 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a *** member Platinum member 21 years. And on May 2024 my car broke down on storm and the did not come out for service. And that night over night did not come morning. So I got my car going in afternoon somehow freezing drove home 40 miles. Called the wrecker a 18 year old and said got help from other driver. Next morning still did not come out.... The dispatcher charged for the towing 120 dollars and did not do it then AAA cancelled my membership kept mt 116 dollars for membership 2024 like waited for payment then cancelled now I am out 120 dollars and 116 membership I investigated and said I have a tows in ********** I do not even live there can they come up with the truth or what. So I have negitive complaints on service that day I want a explanation or refundI think a mistake I asked for info on tows no answer

  

  Business Response

  Date: 11/01/2024

  I write in reply to this concern, we will forward this to the members home club, member should contact AAA ********************.

• Initial Complaint

  Date:10/30/2024

  Type:Billing 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 was denied payment by the towing service which is the sole reason for my connection to this business

  

  Business Response

  Date: 10/31/2024

  
  We write in reply to this concern. Member would need to contact their home Club ***************** 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding a misleading and deceptive experience with ***. On 9/12/24, I purchased two car batteries for two separate vehicles at $205 each. The AAA technician who installed the batteries informed me that I would be eligible for reimbursement on both purchases and instructed me to submit the receipts as proof for each.Following these instructions, I contacted AAA Member Services and spoke with a representative, *******, who confirmed I could submit reimbursement claims for both batteries. ******* provided specific directions and required me to submit receipts for each purchase. When I could only locate one receipt, she helped retrieve the emailed copy of the other and assured me that both claims were properly submitted. I received two separate email confirmations with claim numbers for each vehicle.However, I only received a $25 reimbursement for one battery. When I called Member Services again, another representative told me no second reimbursement was pending and eventually left a message with *******. ******* then emailed me, stating that *** only allows one battery reimbursement per yearcontradicting both the AAA technician and her own guidance to submit two claims.I believe this situation constitutes a misleading practice. Had I been correctly informed, I would not have purchased two batteries under the impression that both would be reimbursed. I request AAA honor the reimbursement for the second battery due to this miscommunication and oversight by their representative.Thank you for addressing this issue.

  

  Business Response

  Date: 10/30/2024

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

  Customer Answer

  Date: 11/06/2024

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

  I allowed AAA ample time to reach out to me as they claimed they would do on here. The ******************************************************* I dont think they ever planned to. So I am rejecting this because they were hoping I would forget but I HAVE NOT!!!
  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: 11/08/2024

  We left a voicemail on the telephone number on the membership , we will attempt to contact the member again. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today my car didnt start even after jumping it. I tried entering a service request on the website and got an error that I already entered a request (which I didnt) and had to call ***. I called and the first ***** I spoke to said she couldnt find me in their system. To get through to a service *** I had to enter my membership ID so I told her how could she not find me if the automated system did. Still she could not find me with my name, phone number or any other info. So I had to call back and a 2nd ***** said AAA is having some issue where they cant find members assigned to one club at a different club. It was the main number I called. So two hours after I first tried contacting AAA, she was able to figure out I was actually a member and said she could put a request in for me. I told her I need a new battery as the jump didnt work. Waited an hour and the service guy comes. He did not have a battery with him and said they were all out. He even showed me the work order that says I requested a jump even tho I specifically advised I need a new battery. So now I have to wait until tomorrow apparently to attempt to call back AAA and hope they will actually put in a correct work order and have someone bring a battery. Ive been a member for 10 years and never used the service. The incompetence I have encountered is outstanding. I dont know what kind of "roadside assistance" this is but members having to speak to multiple people to just have AAA acknowledge you're a member to only have them put in an incorrect/useless service request would be F grade customer service.

  

  Business Response

  Date: 10/28/2024

  Please forward to AAA Northeast at ******************************** for review/response.  ***************************************** Thank you

  

  Business Response

  Date: 10/29/2024

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