Complaints

This profile includes complaints for AAA Washington's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AAA Washington

  3605 132nd Ave SE Bellevue, WA 98006-1333

• 

  AAA Washington – Olympia

  2627 Capital Mall Dr SW Ste 1 Olympia, WA 98502-8696

• 

  AAA Washington – Bremerton

  5700 Kitsap Way Bremerton, WA 98312-2234

• 

  AAA Cruise & Travel – Seattle

  1523 15th Ave W Seattle, WA 98119-3129

• 

  AAA Cruise & Travel – Lynnwood

  3000 196th St SW Lynnwood, WA 98036

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:09/10/2024

  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 wife was denied a tow when her membership covered the tow. They targeted my wife as if she was a criminal trying to corrupt the system in her favor to get her car home. They targeted me and my wife as if we were trying to commit fraud. The membership covered my wife's tow for 200 miles in distance and the car was only 153 miles from home. Seattle to Vancouver WA. My wife said it was as if they were investigating our request for tow. We are disappointed as we have been members and have used the services plenty in the past,to then be categorized a criminal. I also don't understand why my $211 refund will take several weeks to return when it only took 2 minutes for them to take it out of my account. Very very disappointed in ***.

  Business Response

  Date: 09/17/2024

  In regard to Mr. ****** BBB Complaint ID# ********:
  
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the distress and inconvenience you and your wife experienced during the recent tow request.
  
  We have reviewed the situation and would like to clarify the events and our policies:
  
  On August 30, 2024, you initiated a tow request while your membership was in a surcharge status, having already utilized the maximum allowable ERS benefits for the membership year. Despite these challenges, we fulfilled the tow request and towed your vehicle from the freeway breakdown location to a residence. Our terms and conditions found here *******************************************, allow only one tow per breakdown event during the initial tow service on August 30, 2024, and this was communicated to you.
  
  Subsequently, on September ******, a new member was added to your membership. This member requested a long tow and sought transportation from the location where the vehicle was towed on August 30, 2024. The associate membership purchased on the same day does not qualify for the upgraded towing benefits, as it is subject to our policy. Our policy stipulates a 5-day waiting period for towing benefits above a classic membership, which was communicated to you at the time of purchase. Furthermore,it was clarified that only one tow is permitted per breakdown event regardless of the household member putting in for the request.
  
  The newly added associate called to put in another tow request on September 8, 2024, just after the 5-day waiting period, and put in another request for a long tow. The service was declined according to our policy, which does not include a second tow for the same breakdown event. Because of our inability to fulfill the requested service, and at the member's request, the membership has been canceled, and a refund of $211.00 was issued on 9/11/2024.
  
  We understand your frustration regarding the refund process. We expedited your refund, and if you have not received your refund, you should see the amount reflected in your account within the next few days.
  
  We value your membership and appreciate your understanding.
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22268191
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** *****

   

• Initial Complaint

  Date:09/06/2024

  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.

  Subject: Complaint Regarding Unprofessional Conduct of Employee Dear BBB staff,I am writing to formally complain about an incident involving one of *** employees, *******, during a call I made on Friday, September 6, at 1:12 PM.I reached out in a state of distress after my car broke down two days prior. After contacting ***, they towed my vehicle to the dealership, where I had the issue diagnosed. Unfortunately, the repair costs were beyond my budget, so I found a more affordable option and needed assistance with the ****** my surprise, ******* called the dealership without my consent to inquire about what I had paid, which I found to be inappropriate. When he returned to my call, his demeanor was shockingly negative and unhelpful. He yelled at me and refused to provide his last name when I requested it. Moreover, he made a disrespectful comment suggesting that I needed a cognitive test because I was struggling to hear him.Brandon's rude behavior only added to my distress during an already challenging time. I believe such conduct is unacceptable, and I urge you to take appropriate action to address this situation.Thank you for your attention to this matter. I hope to see improvements in customer service moving forward.Sincerely, ****** ****

  Business Response

  Date: 09/17/2024

  In regard to Ms. ***** BBB Complaint ID# ********:
  
  We reviewed Ms. ***** account and call history relating to this complaint. ******* had her vehicle towed to a mechanic but then determined the mechanic was too expensive. Ms. **** may have been unaware that non-emergency tows are excluded from AAA Washingtons services, which should have been explained to her. After Ms. ***** vehicle had been towed to a safe location, a second tow to a lower-cost mechanic would not be considered a covered emergency per our terms and conditions which can be read here: *******************************************.
  
  Furthermore,it is against AAA Washingtons policy to tow a vehicle from a repair shop without independently verifying that there are no fees due at pickup. The customer service representative contacted the repair shop before determining that a second tow would not be covered. This should have been communicated to Ms. ***** as well,  and the language Ms. **** believed to be inappropriate should not have been used.
  
  Customer service is a core value for **********************. The issue is being thoroughly investigated, and steps will be taken to ensure that all interactions are handled with respect and professionalism. We value our members and their feedback. We apologize to Ms. **** and would welcome her to contact us directly if she would like to discuss this matter further.  

• Initial Complaint

  Date:08/12/2024

  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.

  I agreed to make monthly payments last year in regards to my AAA membership. For the last year every time I have looked at my app it has said no bill do you are caught up. I also received monthly emails stating that my monthly membership dues would be taken on the 20th. I received this email every month. I never received an email stating that I owed any money and I never received a bill stating that my auto payment was not going through. I received a renewal notice today in the mail that was higher than normal so I called and that is when I was informed that the first payment is the only one that had gone through. They never canceled the account when they were not receiving the payment and they did not let me know that the payment was not being completed. I was only asking that I not have to pay for all of last year as they are the ones responsible for the amount getting so high. I even offered to split the difference and I would pay half of what was due as I am not trying to take something for free. I did use the service 1 time in the last year tis the reason I say I am not trying to take something for free. I was told there is nothing they can do and that money is owed. I do not believe that any company would let a bill just grow with no knowing of a payment coming in. I have included 3 pictures. 1 is the app and what I see. It says no bill due. Then we have the email that I get every month saying that my payment would be coming out. And the 3rd is a screen shot of all my emails in the last month from AAA and that none of them say payment was not completed. My complaint is that I should not have to pay all of this when I was not aware that payment was not being completed on their end. All of my information shows that payment was going through just fine.

  Business Response

  Date: 08/23/2024

  
  In regard to Ms. ********* BBB Complaint ID ********:
  
  We reviewed Ms. ********* account and determined there was a technical issue after the first payment in 9/2023 which prevented future charges from the credit card on file. Because of the technical error and our lack of follow-up we have credited the account for the $149.41 past due balance. The new renewal balance is $169.
  
  Please note that we have discontinued the monthly payment plan. Renewal payments can be processed online at www.aaa.com/RenewMembership or by mailing a check back with the statement remittance.
  
  We apologize for the poor service received and have taken steps to remedy the issues internally. We hope you continue to be a AAA member for years to come.

• Initial Complaint

  Date:07/25/2024

  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.

  I need to have my vehicle towed in order to have keys programmed at the dealership. I paid for the keys that need programmed and then made an appointment at the dealership, and then I made a request for tow through my AAA membership. I received a call from AAA as I awaited the tow trucks arrival. The rep said they refuse to tow it because it was involved in a crime and because I wasnt there when the crime occurred. I already explained there was never a crime that I was involved with, and she continued to repeat the company policy several times. Each time, suggesting that I call my insurance and have the insurance handle it. I explained again several times that it was my insurance company that TOLD ME TO USE AAA!!! They canceled the tow and charged me TWO TOWS for this- Ive never even USED my membership yet!Im terminal with breast cancer, I want to be able to get my vehicle from point A to point B, simple, but nope- AAA would rather assume there was a crime and not only charged me, but took away two of my four tows because of the policy. Completely ridiculous and unacceptable!! I have already paid for the entire policy and they steal my money and the services I paid for while blaming me, humiliating me and causing me to lose money and time I DONT HAVE because Im literally dying. I want this dealt with.

  Business Response

  Date: 07/30/2024

  In regard to ************** BBB Complaint ID ********:
  
  On July 19th and July 25th, 2024, ************ placed calls for emergency road service online. Our AAA Washington dispatcher reached out to her to clarify some instructions she had put in the call and learned from ************ that she was attempting to recover her vehicle from individuals who were involved in a police incident while using it. Police were expected to be on scene, and *********** did not have her keys as the individuals still had them and did not know the vehicle was being reclaimed by the owner, ************.
  
  While we sympathize with the members predicament, her recent requests to tow this vehicle were denied because AAA service is intended to assist our members when they are stranded on the roadside with a mechanical disablement. We are not meant as a recovery service for vehicles involved in police incidents, and civil matters that could potentially require intervention from law enforcement are not safe for our independent service providers.
  
  This complaint is the first time AAA Washington Member Relations had heard of the members service issues or request for a refund of her dues. ************ will be refunded for her Plus membership in the amount of $107.00. We apologize that we could not assist with this matter and wish the member the best for her health.

• Initial Complaint

  Date:07/14/2024

  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.

  We have been waiting on the side of the freeway for almost 4 hours and keep getting promised that someone is coming to tow our vehicle. We are not being provided the service we signed up for and would like a refund.

  Business Response

  Date: 07/17/2024

  
  In regards to Mr. ******* BBB Complaint ID ********:
  
  We are sorry to hear about the long wait time **************** experienced on July 14, 2024. Vehicle disablements are burdensome, and we apologize for the additional frustration caused by service delays in the area.
  
  While AAA Washington always wants to provide service as quickly and efficiently as possible, there are times when heavy demand, extreme heat, or other circumstances can cause arrival times to be extended. This information is covered in our terms and conditions under the sections ****************** and Your Patience Is Appreciated.
  
  Even though **************** had to wait longer than anticipated for service, AAA Washington did provide a 64-mile tow on July 14, 2024, the cost of which exceeds what was paid in membership dues for 2023-2024. Additionally, the member is 11 months into this membership year, and is not eligible for a refund per our terms and conditions which state, Your AAA membership dues are non-refundable unless you cancel your membership prior to 5:00 PM PST on the fifth day following the initiation or renewal of your AAA membership.
  
  That being said, as an apology for service not going as expected, we are happy to provide a credit of $84.50 that **************** can use if he chooses to renew the membership at the end of August. This is equal to half of his future membership dues. All of our terms and conditions can be found on our website here: *******************************************************. We hope this gesture of goodwill shows that we value Mr. ******* membership, and we will do what we can to improve his experience in the future.

• Initial Complaint

  Date:06/24/2024

  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.

  On 3/19/24, I reserved a Tesla car via AAA after viewing AAA Hertz promotionals. On pick-up day 5/25/24, a Tesla was unavailable, and ***** staff explained that ***** doesnt have **cars anymore. On 5/29/24, via Hertz.com Support, I requested a partial refund because Id paid for a Tesla and drove a cheaper ****** Sentra. ***** Support responded unsatisfactorily, so I opened BBB case #********. On 6/12/24, ***** offered the partial refund Id requested.***** knew at the time that I reserved the Tesla that they would not be providing me what I paid for (attached 1/12/24 article). AAA is complicit in this deception: AAA posted a banner promoting a Hertz ***** rental sale, its search allows filtering on Hertz *****s and offers Managers Specials that *** contain *****s. After I reserved a Tesla, I got multiple emails from Hertz about my upcoming Tesla rental citing the (phantom) AAA discount. (attached snapshots dated 6/12/24)

  Business Response

  Date: 06/21/2024

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

  Business Response

  Date: 07/03/2024

  In Regard to **************** BBB Complaint ID# ********:

  On 3/19/2024 ***************************** reserved a ***** from Hertz after viewing a AAA/Hertz ad. On the date and location of pick-up (5/25/2024 at ***************************), the reserved model of car (Tesla Model 3) was not available. ***************************** has noted news articles mentioning that ***** will no longer offer ***** and other EV vehicles. ***************************** also noted that the staff at the pickup location let her know that ***** did not offer ***** or EV vehicles anymore.

  Upon receiving this complaint from the BBB, we contacted our Hertz representative who assured us that ***** does indeed still have ***** and other EV vehicles available, the staff at this location simply misspoke when they informed ***************************** that do not offer ***** or EV vehicles anymore. Our Hertz representative has contacted this location to assist in clarifying this issue and training of the staff.

  ***** has informed AAA that with regards to Tesla and EV vehicles, they have aligned their fleet to match the demand in the marketplace,but they still offer Tesla and EV vehicles.

• Initial Complaint

  Date:03/28/2024

  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.

  I have been a member for the last 4-5 years on my mom's account. Our policy renews in January. This year the fee was deducted as usual from our bank on 1/3/24 and was refunded on 3/1/24. We received a letter dated 2/29/24 saying we violated the terms and conditions and our membership was cancelled and ineligible for renewal. To our knowledge we have not violated any terms of AAA. In the letter AAA didn't even state why we were cancelled or what the reasons were. Never received any phone call or email warning that something was wrong or anything! Now I have been waiting for almost a week for someone to email me our tow history so I can send in the letter of appeal which is due now in 2 days and haven't received anything. If something was wrong or violated AAA should have the decency to contact the member and explain the wrongdoing so either the member can reimburse AAA for whatever they covered, or at the very least give a warning so the error is not repeated. Cancelling someone with no warning or explanation is horrible customer service and allowing that person to believe they are covered just to find out they are not during an emergency is absolutely unacceptable business. My member # is ****************, and I'd like our accounts towing history and an explanation as to the specific reasons we were cancelled.

  Business Response

  Date: 04/11/2024

  Concerning Ms. ***** BBB Complaint ID ********:

  The purpose of AAA emergency road service is to assist members when they are stranded with an eligible disabled vehicle to get them back on the road or to a licensed repair shop. AAA Washington is quite familiar with the complexities surrounding our offering of emergency roadside services; our general philosophy toward serving our club members is to routinely look for ways to honor member claims and to provide safe, supportive, and high-value services.

  The emergency road service activity of Ms. ***** household was evaluated over the course of multiple membership years. From this review, it was determined that the use of the membership was not consistent with the intended purpose of AAA service, and as such the membership was canceled in accordance with the section of our ********************** Terms and Conditions that states: AAA Washington reserves the right to cancel membership for any use of emergency road services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services.
  

  As the member reports, at the point of canceling the membership AAA Washington provided a full refund of the membership dues that were paid for the 2024-2025 membership year. AAA also sent a letter to the primary household member that highlighted specific sections of our terms and conditions that relate to the reason for cancellation. The letter also included information on how to appeal the decision by mail.
  

  Regarding Ms. ***** request to receive a report detailing the members road service history, while members can view their service history through their online account, it is not *********************** policy to provide reporting of historical roadside service usage to former members. To ensure accuracy, AAA Washington conducted an extensive review of the members service history; these details were then reviewed by a committee of tenured AAA leaders prior to determining their membership status. 
  

  We do regret that Ms. **** did not receive a response to their request for historical service details, and as such, we will extend this members appeal deadline by three weeks which should offer sufficient time for the member to draft and mail in a cancellation appeal letter.

  Customer Answer

  Date: 04/17/2024

  On 4/15/2024 I received an email from AAA member services saying that because I am not a member, they will not provide me with any of my tow history or tell me what rule my household violated to have our membership cancelled.

  This is the email text from AAA:

  Dear *******,

  We apologize for not responding to your request for emergency roadside service call history sooner.

  As AAA Washington has concluded our relationship with your household, we will be unable to continue fulfilling membership requests for you, such a providing documentation or details about your call history. We can suggest that you speak with all associates that were listed on the membership over the past three to four years and refer to any repair records you have for your vehicles during that time frame.

  After reviewing our terms and conditions, if you feel that your household has used the service strictly for their own emergencies, and in compliance with our policies, please send an appeal to AAA Washington, ************************* P.O. *****************************, with an explanation of your vehicles and services. Since we missed the opportunity to respond to you earlier, we will accept any appeal submitted before 5/31/2024. Please keep in mind again that agents in our call center and our stores will not be able to provide you with a detailed call history or specifics about your cancellation by phone, email, or mail.

  Appeals are reviewed by our member appeals committee, typically monthly, in the order they are received. Once a final decision has been made on your appeal, you will be sent another letter advising you of the status of your membership, and whether you qualify for reinstatement.

  If you need a copy of your cancellation letter or have questions about your appeal status, please send an email to ************************** You can review our terms and conditions on our website at wa.aaa.com. Your patience is appreciated.

  Sincerely,

  AAA Washington

  Member Relations
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21502414
  
  I am rejecting this response because: My household does most of our own auto repairs, rarely do we take any of our vehicles to a shop so other than auto parts receipts that leaves very little options to prove the roadside service that was provided was an eligible roadside emergency. AAA also states they will not honor any request to provide our households tow history because we are no longer members of AAA. How is a person supposed to be able to appeal this decision and provide the necessary information if AAA refuses to give any information including which roadside assistance incident(s) led to the decision of cancellation?

  Once a customer submits a roadside assistance request it is up to AAA to contact a service provider and make arrangements. If a certain service is not covered by AAA then AAA customer service should be held responsible for accepting and completing the task instead of rejecting the service request due to ineligibility.

  I do not believe that AAA has their customers best interest in mind. They refuse to provide me with my own information and roadside history limiting my chance at appealing the cancellation. They also refuse to state which specific incident or request led to the decision to cancel my household further limiting the ability to appeal. 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/08/2024

  Concerning Ms. ***** BBB Complaint ID ********:
  

  AAA Washington is a not-for-profit membership organization. We endeavor to retain members and do not cancel memberships without consideration for our staff, our independent service providers, and our entire membership as a whole. Ms. ***** household was canceled in accordance with the section of our terms and conditions that states, AAA Washingtonreserves the right to cancel membership for any use of emergency road services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services. The cancellation of membership was not determined by one specific event, but rather by a history of use over a period of several membership years that is disproportionate to the typical use of service by a AAA member.
  
  Our agents top concern at the time of a call is the members safety and accurately capturing information in order to provide service. AAA Washington is a club, and members are expected to be aware of the policies in our terms and conditions and request service within those guidelines.
  
  As Ms. **** is not currently an AAA member, and as the dues for the 2024-25 membership year were refunded, allocating resources to provide membership benefits to her, such as call records, is not in the best interest of AAA members who are in good standing. If Ms. **** is unable to recall service events, she may want to confer with the individual who was listed as the primary member to discuss their road service activity. If Ms.Case no longer lives in the same household, she can appeal on her own behalf and include her updated address, and the road service activity and vehicles she is familiar with to the best of her recollection. The appeal process outlined in the cancellation letter is the only way for reinstatement to be considered.

  
  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21502414
  
  I am rejecting this response because:

  AAA states that because my household is no longer a member, they will not allocate the resources to provide our tow history that we requested. This is horrible customer service regardless of membership status. For 6 years our household held active membership and never received any notice of unauthorized service or notice of violation(s), nor were we ever aware of any such events. 

  The cancellation letter that was mailed to us was just a few sentences it did not give any legitimate explanation or reason for termination. The only instructions the notice has as to the appeals process was to include any/all documentation to support the appeal. I was not the sole member on our account, and being that we were members for 6 years how is anyone going to remember every single service their household has requested? 

  AAA apparently does not care for their customers. I'm sure it takes but a mere minute or two for a customer service agent to email our service request history. If AAA wished to retain and hold their members, they would provide the documentation that belongs to the former member to assist in their appeal. Instead it appears AAA is above decent customer service. 

  There are other reviews as well as people that I personally know that have experienced the same situation with AAA. Rather than attempt to resolve the issue within their procedures, AAA would prefer to blame the customer under false pretenses and then claim they can not "allocate their resources" to people who are no longer active members. Shame.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/07/2024

  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.

  aaa cancelled ** after using when our car broke down in ******* after many years of being a member 10 + years, stated reason for cancel was to many uses and refuses to refund membership after renewing.we only used this time "first ever tow" and for a flat 5-6 years ago- we pay for our kids and our son used 2 times for his car that was not reliable 2 years ago for a tow back to dealership WHY DO YOU CANCEL PEOPLE FOR USING is this not what aaa is for ****** a year and you use it you get cancelled REFUND MY MONEY YOU CROOKS

  Business Response

  Date: 03/15/2024

  In regard to Mr. ******* BBB Complaint ID ********:
  
  AAA evaluated the emergency roadside service use of Mr. ******* household for a period of several membership years, and determined that the use of the membership, was not consistent with the intended purpose of AAA service. The membership was canceled in accordance with the section of our ********************** Terms and Conditions that states, AAA reserves the right to cancel membership and refuse servicefor any use of ERS services that AAA determines, in its sole discretion, to be a misuse or abuse of AAA services
  
  A letter was sent to **************** as the primary household member on 2/29/24 advising that the membership had been canceled for violations of our terms and conditions and providing a way to appeal the decision by mail. At this time, we have not received an appeal from **************** or any member of his household.
  
  The membership is not eligible for a refund because the service was used during the 2024/2025 membership year on 2/27/24. Our refund policies can be found in our terms and conditions here ************************************************************* the section Membership dues cancellation and refund policy.  

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21400023
  
  I am rejecting this response because:

  Thank you for 10+ years of scamming me after I used once for a breakdown out of state, no wonder aarp endorses Allstate and social media is full of AAA horror stories, Thank you AAA for cancelling me now instead of 10 more years of What you call your plus membership "plus what is the question" with 700 employees at our company you can bet the word is out.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/12/2024

  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.

  I have the highest level of AAA service. Including recovery. I was told they pull 100 ft on the phone or they need 2 trucks. My request for my only vehicle. Was denied for a 60 to 70 ***********. Then I was called back and told they only do 50 ft. This is ridiculous.

  Business Response

  Date: 02/09/2024

  
  Please forward to AAA Washington at ********************* for review/response.
  *********************************************************

  Thank you.

  Business Response

  Date: 02/26/2024

  In regard to ********************** BBB complaint ID ********:
  
  We attempted to contact ******************* on 2/14/24 to discuss his complaint as we show that he did receive service on 2/8/24 for an extrication on his 2021 Chevrolet Silverado 3500 HD.Unfortunately, we were not able to reach him.
  
  On 2/7/24 ******************** contacted AAA and estimated that his vehicle had slid approximately 75 feet down a hill off of his driveway. Our primary service provider in the area advised us that 75 feet was too far off the roadway for their winch, and ************* call was canceled.
  
  The following day, ******************** placed 2 subsequent calls describing the distance as approximately ***** feet off of the driveway and was advised again that our provider could not accommodate that distance. Later ******************** advised that his vehicle could be as close as 30 feet down the incline, and we sent a different provider to assess the situation.
  
  We do believe our dispatch team could have proactively searched for another provider in the area to assess the scene earlier on to determine whether ******************** could be accommodated. We regret that did not happen during his first call to AAA, but we are happy that ******************* was able to get the service he requested as is indicated by the completed call in his service history. We appreciate ********************** membership and apologize for any inconvenience. 

• Initial Complaint

  Date:02/05/2024

  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.

  AAA allowed to renew my membership to get a tow while I was stuck on the side of the freeway. They then called me back to say they couldn't render services promised. They state that they will offer reimbursement for having to get towed by another company, but it will take four weeks just to "review" the receipt I sent in. According to them it is because of "snow and ice in our area" we didn't have any of those conditions at that time. I can forward emails from AAA if need be. It took about 30 minutes to get a membership, now it's going to take a month the review a receipt?

  Business Response

  Date: 02/08/2024

  
  
  In regard to ****************** BBB Complaint ID ********:
  
  On January 26, ****, ****************** requested emergency roadside service towing at approximately 2:45 AM, at the same time he reinstated his lapsed membership. Unfortunately, our network of service providers in the early morning is significantly less than at other times when there is more call volume. Our dispatch team reached out to 11 different providers in an attempt to get service out to ****************** but had to provide him with the options to hire commercial service and submit a reimbursement request or wait until after 8:00 AM when more providers would be available.
  
  AAA Washington quotes a four-week time frame for reimbursements in an attempt to account for holidays, weather events, volume, incomplete information, mailing, and other potential delays. We received ****************** reimbursement request on January 29, ****, and it was processed by our administration team on February 2, ****. Barring any unforeseen incident, his reimbursement check will be mailed to the address on file on February 12, ****.
  
  In the future, ****************** can check on the status of a reimbursement request by contacting the administration team in our ****************************** at ************, Monday Thursday from 8:00 AM to 5:00 PM, and Friday from 8:00 AM to 3:00 PM. He can also view our terms and conditions regarding reimbursements and alternate service on our website here: *******************************************************.
  
  We appreciate ****************** patience and thank him for choosing AAA.