Complaints

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:12/18/2023

  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.

  We pay for AAA - Plus membership and rarely have to use it. We called AAA on 11/17/23 at approximately 5:30PM EST due to a flat tire. Around 6:30PM EST I called for an ETA and was told the 5:30PM ticket wasn't routed to anyone because of the city used by the rep for the location of our car, apparently it was unidentifiable. The rep at 6:30PM entered a new ticket and advised of an ETA of 8:50PM. At that time as well, I informed her that there were 2 flat tires. We left the key in the car and left the flashers on because it was rainy, dark, and the car is brown, so we wanted it to be visible to others.
  As of 10:20AM on 11/18/23, our car is still sitting on the side of the road and unlocked. I have called AAA 6 or 7 times and keep getting the run around. We pay for this service which advertises 24-hour service so this is unacceptable!!!! Our car battery is now dead from the flashers being on.

  Business Response

  Date: 12/20/2023

  Thank you for taking the time to let us know of your recent experience with AAA Roadside Assistance on 12/17/2023.Apologies rarely suffice when poor service is given, but we are genuinely sorry about your disappointing experience, and I certainly understand your concern.I am providing a copy of your comments to the appropriate management team to ensure that corrective action is taken.We appreciate your continued support through membership and are confident that the next time you call upon AAA for service, your experience will be significantly improved. Meanwhile, we are pleased to update your membership with a credit in the amount of $100.00 toward your next renewal.Once again, thank you for giving us the opportunity to improve our service for all AAA Members.  Please feel free to contact us with any additional questions.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, October 26th, around 2AM my car broke down on a rural, gravel road. I attempted to use my AAA membership for roadside assistance. After putting in the initial tow request, I was given a two and a half hour estimate for the tow truck’s arrival. After some time, I received a call from AAA. A representative informed me that a tow truck would not be out until 7am and that we could just “leave the car for pickup”. When I advised that we did not have a way to leave the car the representative asked if we could “just get an Uber”. I reiterated that we were in a rural area, on a gravel road. The agent then requested we “let them know” if we would be with the car at the time of tow and we ended the call. My husband and I then had to walk miles to our home in the dark. Later in the morning, the tow company called and apologized on AAAs behalf. The representative stated they had a tow truck available since 3AM, but did not receive the order from AAA appropriately. The company rep. gave me their personal phone number for “the next time AAA leaves us stranded”. I submitted a tow request on 10/31 to have the vehicle taken to a residence for repair. AAA advised I would have to pay for this out of pocket and that they could only tow to another shop location. I described my prior experience/issues and asked for assistance in getting the car where it needs to be. I was then transferred to a supervisor, whose name I will not mention for policy compliance. The supervisor was uncaring and unwilling to provide assistance in the matter. The only thing they were willing to do was cancel my membership when I described how unpleasant my experience with the company had been.

  Business Response

  Date: 11/10/2023

  The member placed the call just past 2am. Due to the time of night we did have less service providers on the road. With the service provider already having multiple calls we offered the member an unattended tow at 242am just about 30 minutes after the service call was placed. The member declined at that time but accepted at 3:10 am. Our driver did arrive just after 7am. The facility that responded to the call was the facility it was first assigned to when the call came in. The vehicle was then towed to the members destination of choice. The member the called five days later asking the vehicle to be towed from where we originally towed them to a new destination. This is not covered by the membership as we have a one tow per disablement policy. We will tow the vehicle to a destination of your choosing but it is not covered to be towed for the same reason of breakdown for a second time which is why the member could not use their membership. We are unable to refund for the out of pocket tow the member received.