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:01/24/2024

  Type:Delivery 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.

  Date of transaction November 20 2023. AAA of Washington renew my policy without my permission.AAA of Washington makes it almost impossible to cancel a policy.AAA of Washington is still taking money out of my account after I call and told them not to.

  Business Response

  Date: 01/26/2024

  
  
  In regard to ****************** BBB Complaint ID ********:
  
  On 11/30/2022, ****************** signed up for a AAA membership online and agreed to our terms and conditions prior to payment. AAA Washington memberships are an annual commitment and require full payment of annual dues, regardless of membership use. Members who participate in a monthly payment plan agree to have the annual dues broken into monthly payments plus a $2.00 monthly service charge and have those payments automatically deducted from their credit card on file.
  
  Approximately 45 days prior to a new membership year, the member is sent a new card and a renewal statement advising that the monthly payments will continue to be automatically deducted from the credit card we have on file. Members are also sent various emails about their renewal and text message alerts.
  
  The first time we heard about ***************** desire to cancel the membership was January 12, ****, three months into the 2023-**** membership year. We are sorry to hear that he wants to discontinue his AAA membership. The amount he has paid toward the 2023-**** membership year is $42.51. This amount will be refunded in 3 separate charges back to the card we have on file within the next 5-7 business days depending on his bank. Any payments prior to November 2023 were for the payment plan of the previous membership year and are not eligible for refund. ****************** can read our terms and conditions regarding monthly payment plans on our website here: ********************************************************** the section Membership Dues Cancellation and Refund Policy. 

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as they complete their end. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/20/2024

  Type:Sales and Advertising 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 received a letter from AAA that they were canceling my membership due to misuse but if you know how AAA works you can have multiple people under your account which I did. At the bottom of that letter there was an option to send in a letter to ask for them to reconsider this and not only did they not respond but they couldnt even tell me what it was that was done to warrant being canceled after being an outstanding member for over **************************************************************************** the letter to them that I would have been more then willing to take off the person(s) who were misusing this service as I never planned to lose this service and would like to have it back.

  Business Response

  Date: 01/22/2024

  In regard to Mr. ****** BBB Complaint ID ********:
  
  On October 26, 2023, Mr. ****** household was canceled for violations of our terms and conditions. ************** appealed this decision, and on December 27, 2023, his appeal was approved for reinstatement, excluding specific household members who were determined to be part of the misuse of the membership. A letter was sent to the address on file on December 29, 2023, advising him of his reinstatement and the conditions for maintaining a AAA membership. 
  
  When we received this report, we attempted to contact ************** by phone but reached his voicemail, so we sent an email advising him of his reinstatement and providing him with a copy of the letter that was sent.
  
  Mr. ****** membership is pending renewal at this time. He can contact our member services department 24 hours a day at ************, or he can register his membership online to renew. 

• Initial Complaint

  Date:01/07/2024

  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 Recently Paid For A *** Membership. At The Time I Paid For It, The Reason Was Due To Me Locking My Keys In My Car. I Saw A Pretty Nice Yearly Deal That Included 5 Long Distance Tows. January 1st I Believe, My Donut Tire Popped On The Freeway While With My Infant. As It Was A Holiday The Place I Needed To Go To Get My Tire Fixed Was Closed So I Got My Car Towed Home. This Morning I Proceeded To Use The *** To Get My Car Towed To The Shop. After ********************** ***** Mins Later I Received A Call From Someone That Works There Saying Because They Towed My Car Home That Day They Completed The Job. So, They Wont Tow My Car To The Shop Because Its No Longer Considered An Emergency. Confused, I Asked Why Could I Not Use My Towing Benefit If I Pay $100+ For A Membership. She Repeated Its Not An Emergency So I Cant Use It. I Reminded Her About The Holiday And Not Being Able To So Technically It Is An Emergency. Thats My Transportation For Me And My Kid. But She Said Once We Dropped Your Car Off At Your House We Finished The Job, This Is No Longer Considered An Emergency. Frustrated, I Said This Doesnt Make Sense And The Call Dropped. And I Havent Been Able To Reach Anyone Else

  Business Response

  Date: 01/12/2024

  In regard to ********************' BBB Complaint ID ********:
  
  We attempted to reach ******************** by phone and sent her an email on 1/9/2024 as this is the first time we had heard of her complaint. ******************** signed up for a AAA membership online on 11/28/23 and requested roadside assistance for a tire change according to our records. Expectation would be that putting on a donut spare would allow the member to drive to a place of repair as soon as possible. ******************** account of the spare tire failing on the freeway is accurate, and we are thankful that she and her infant were safe after AAA delivered her vehicle to her residence on 1/1/2024.
  
  AAA policy is that we offer one service per vehicle disablement so that we can ensure we have the resources to assist members who are experiencing roadside difficulties. As ******************** had received two services for the same tire issue, our dispatch department advised her of this policy. However, we are willing to make an exception at this time considering the repair shop was not open and allow the member to obtain a tow to the tire shop. The email we sent her explains how she can still request service from AAA, or if she has already hired a commercial towing service, how she can apply for reimbursement consideration. We have also explained in greater detail how AAA membership works and provided a link to our terms and conditions along with contact information if she has questions in the future. 

• Initial Complaint

  Date:12/26/2023

  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.

  Regarding invoice #******. My bf was charged $244.99 (-$25 AAA discount) + *****% tax. The sales tax is incorrect. ****** is ****% and my bf was charged *****% and the invoice had a ****** based address on it. The service driver was great but AAA takes advantage of customers by overcharging for their batteries. AAA charges almost double the average selling price of the 24F battery. I later saw online that prices were $120-130 at ****** and ******** Auto Parts. I expected an upcharge but did not expect this much of an upcharge. I want a partial refund of $50 to bring the price of the battery more in line with competitors. AAA did not warn my bf at the time they they were charging $100 over the going market rate. We would have not purchased a new battery and waited if that was the case.

  Business Response

  Date: 01/02/2024

  In regard to Ms. ***** BBB Complaint ID ********:
  
  Battery pricing varies greatly in the industry, and while AAA-branded batteries are not the least expensive, they are competitive in the market with other high-end batteries that have a 3-year replacement warranty. Our members are given the option to purchase a AAA battery at the location of their vehicle disablement after we provide a free test of their vehicles current battery health and charging system to determine whether or not one is needed. They are under no obligation to purchase a AAA battery, and our technicians can even provide a jumpstart to get members back on the road if they prefer purchasing a battery from another provider. We appreciate ************ for notifying us of the discrepancy in the tax rate for ****** and are happy to refund the 33-cent overcharge back to the member. 

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/15/2023

  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.

  I have been a member of AAA for over 4 years, I tried to get into my app today and couldnt. So I called AAA to find out the issue only to have them tell me they cancelled my membership before the 12 months that I had paid for. I asked why and was informed in a vague response that it was because I use my membership but couldnt give any specific reason, then the lady said I was no longer a member, couldnt dispute the charge and hung up on me.

  Business Response

  Date: 12/20/2023

  In regard to Mr. ******* BBB Complaint ID ********:
  
  The emergency road service usage of Mr. ******* household was evaluated over the course of multiple membership years. It was determined that the use of the membership was not consistent with the intended purpose of AAA service, and 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 Mr. ******* address on file on 10/26/2023, advising that the membership had been canceled for violations of our terms and conditions. It also included information on how to appeal that decision by mail.
  
  **************** is not eligible for a refund of dues because he has used the membership in the current membership year, and it has been more than 5 days since the membership renewal date. Our refund policies and all other terms and conditions can be found on our website here: *************************************************************;

• Initial Complaint

  Date:12/11/2023

  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.

  December 11th 2023 Service Request: ****** AAA Member number: 438 260 ******* 00 5 It took more than 90 minutes to get a tow truck at my residence today. Why is this? I am in a city, a residential neighborhood; the roads are clear, light rain and no snow. This is far too long for a AAA Plus member to wait for assistance!I am not happy with this service and I am asking for a credit of $50 on my AAA membership and a real explanation of why I had to wait this long.AAA is not providing members with the service they advertise.

  Business Response

  Date: 12/12/2023

  In regard to Mr. ******* BBB Complaint ID ********:
  
  We were sorry to hear that **************** is unhappy with the service provided on December 11, 2023. As this was the first time our member relations team had heard of this incident, we did attempt to reach out to him by phone on December 12, 2023, at 2:25 PM.
  
  While our goal is to provide service within an hour, there are times when delays are unavoidable due to metropolitan traffic congestion and heavy demand for service. Additionally, for safety reasons, we do prioritize members who are stranded on the roadside.Fortunately, **************** was safe at his residence. It appears that when he placed his call, we were estimating service to arrive within two hours, and service did arrive within that time frame.
  
  To show appreciation for his long-time membership, we are happy to accommodate Mr. ******* request for a discount,however, we do want to set an expectation that there may be times when service can take longer than an hour, even in circumstances that arent related to weather. For additional information about service levels, he can review our terms and conditions on our website here: ******************************************************* in the section Your Patience Is Appreciated.
  
  A goodwill credit of $50.00 will be applied to Mr. ******* membership. He can use this to upgrade or add additional household members prior to his renewal. Any remaining balance will be applied to his renewal in June 2024. 

• Initial Complaint

  Date:12/06/2023

  Type:Sales and Advertising 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.

  12/6/23 upon arriving at workplace lot (1:30pm), accidentally locked keys in car. I immediately called AAA & initiated a roadside "repair". Subsequently using my smart phone downloaded their APP & was able to track supposed status. While waiting at vehicle standing in rain & 40 degree temperatures some 40min pass until APP claims driver is "on site". I call and ask what is going on as no one has attempted to contact me and no wrecker had been seen. Agent is obviously off-shored & puts me on 14 min hold, when returns advises driver tried to contact (call) me two times then abandoned the effort. Somewhat irate we cover detail to ID that the dispatcher had provided incorrect phone # (transposed digits) to driver!!! This is the same PHONE # ON THE ACCOUNT & USED TO VALIDATE MY CALL. To make matters worse no corrective action had been taken so I was told the "clock" would start over & it may be up to two hrs before someone could respond. I implored them to escalate this issue as it was nearing two hrs already I had been waiting in the weather, and worse, due in part to the circumstances at hand, the battery on my phone was no critically low. Without the ability to contact me finding my vehicle in the vast # of cars in this lot was dubious. i WAS ADVISE THIS WAS BEING ESCALATED & THAT A SUPERVISOR WOULD THEN BE PICKING UP THIS CALL. ...THEN THEY HUNG UPON ME. Of course in the 12 or so mins I still had a charge on my phone no return call was received. I had to make other arrangements to recover my keys.

  Business Response

  Date: 12/12/2023

  In regard to Mr. *********** BBB Complaint ID ********:
  
  We were sorry to hear about Mr.*********** poor service experience. A supervisor attempted to reach out to him at 10:40 AM on December 12, 2023, and left a voicemail message as this complaint was the first time our member relations team had heard of this incident.
  
  According to our records, on December 6, 2023, at approximately 2:10 PM a road service request was placed through our mobile app, and automatically dispatched to a driver. A text was sent to the phone number provided at 2:38 PM advising service would arrive by 2:47 PM. Our driver was on location in a light service pickup truck at 2:47 PM and attempted to contact the member with no response. The phone number used to contact the member was what had been entered into the *** app. The service provider waited until 2:58 PM when they had to move on to their next call.
  
  At approximately 3:00 PM, another road service request was entered by an agent in our member services call center after confirming the correct phone number. Initially, service was anticipated to be within an hour, however, at 3:38 PM a text was sent to the member advising that we were working on his request and would let him know when a provider was on the way. Unfortunately, at this time there were delays in the area. Another text was sent at 5:17 PM advising ************************ that service was taking longer than expected and we would keep him informed. A new service provider was assigned to the call at 5:20 PM and at 5:53 PM the driver noted in the call that he tried to call the member and the call went straight to voicemail. At 5:56 PM it is noted that there were several calls to the member attempted with no answer. Its possible, per the members complaint, that his phone battery had died by this point.
  
  We are showing a third road service request that was placed at 6:52 PM and lockout service completed successfully at 7:41 PM. However, as the member states, he had to resolve the issue by other means. If he paid a commercial service to unlock the vehicle, we are happy to get him reimbursed for the cost of that service.
  
  Additionally, in recognition of the service delays during the 2nd call, and the difficulty the member advised he had while on the phone trying to get in touch with a supervisor, we are happy to provide a goodwill credit to the membership for the upcoming renewal in January that will cover the cost of his Plus membership dues. We hope this gesture helps in showing the member that we value his long-time membership with ***.
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20970913
  
  I am rejecting this response because:the provide explanation is a false, misleading,  inaccurate accounting of the timing interactions & behaviours of the provider of service & thier agents.

  recognizing the limitations imposed by the bbb to craft a adequate and comprehensive reply (time), this brief summation will have to suffice.

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

• Initial Complaint

  Date:10/29/2023

  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.

  3 different times I called in for roadside assistance and it was so screwed up 2 x I was literally stuck for 24 hours at the location and ended up getting someone else's help! That trip alone cost an additional $85 out of pocket for something I paid to AAA for coverage! Right now I'm sitting in my car at 247 am and have been waiting since **** for help that was to arove within 90 minutes! It's 30 degrees out and until I get my car started I have no heat

  Business Response

  Date: 11/09/2023

  In regard to **************** BBB Complaint ID ********:
  
  As this was the first time we had heard of **************** poor service experiences, we reached out to her using the email provided in her complaint to offer an apology, explanation for calls in which there was a delay or service was not rendered, and resolution.
  
  ************** joined AAA on August 24,2023. On September 14, 2023, she upgraded her membership from Classic to Premier. Since joining AAA Washington, ************** has requested service 9 times for a **** ****** Maxima. All but two of these incidents were for fuel/and or a jumpstart.
  
  Per her request, in our email to **************, we provided an explanation for a few of the service issues she encountered recently.  On 10/21/23, she placed a call at 7:00 PM. A difficult issue noted in that call was that her cell phone battery was dying,and it limited communications with **************. We dispatched a driver that attempted to contact her at 7:44 PM by phone and was unable to reach her when they were close to her breakdown location, so they canceled the call. There is no note or indication of communication from ************** between that time and the following day.

  At 10:06 AM on 10/22/23 ************** placed a call online for the same disablement. A note from our dispatcher was added to the call at 11:05 AM that a voicemail was left advising her that the service provider would contact her when enroute. The service provider called out at 11:28 AM and noted that they reached **************** voicemail. The driver arrived at the address designated in the call at 11:34 AM. Our GPS shows that the driver circled the parking lot multiple times, then advised they could not find ************** or her vehicle. The driver moved on at 11:41 AM advising that there was no vehicle and no member.

  With regard to 10/29/23, our records show that **************** first call came in for fuel delivery at 12:55 AM. Staffing is limited during early morning hours because call volumes are greatly reduced. At times, an unexpected increase in call volume, or a situation arising during a service call can delay service levels. The time ************** noted in her complaint was 2:47 AM, and we show that the driver arrived at 3:00 AM. There was also another call placed on 10/29/23 in a different location needing fuel delivered. We show that service arrived within 45 minutes.

  At this time, ************** has used all of the four (4) potential service calls covered by her membership. In consideration of her dissatisfaction with our service, AAA has offered a refund of the dues ************** paid on 9/14/23, and to discontinue the membership. We hope this gesture of goodwill will demonstrate some value for the emergency road service she received.  

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/06/23 my daughters vehicle broke down in Hood Mountain area and we contacted AAA to pick up and tow her home - after waiting for hours on the side of the road I got a call from tow company that said they went to the wrong location and they were hours away from her. An agent from AAA called myself and then daughter and her car started for a second and she was able to go a little further down the road where it died again but was lucky enough to be a short walk to a hotel that had 1 room left. The Aaa agent said since it was after 5pm for her to stay at hotel and she would have tow pick her up in the morning. I was also instructed to submit the reimbursement form since my upgrade did t show yet in the system and told I would get back the costs for tow and hotel. I just received an email that I would receive nothing back which is completely unacceptable and very frustrating when told to submit by the company representative and then all of the money I paid upfront to be lied too! I would like to be paid back!

  Business Response

  Date: 10/19/2023

  In regard to ************** BBB Complaint ID ********:
  
  On July 6, 2023, at 3:05 PM, after her daughters vehicle was already disabled, ******************* upgraded her membership online from *** Plus to *** Premier. When upgrading online, AAA Washington terms and conditions have to be agreed to prior to payment. Per our terms and conditions, Upgraded members, including Associates added to existing memberships, will be provided road service at the prior membership level for the first five days.
  
  Call records from *** ****** noted that ************ was advised at 4:05 PM on July 6, 2023, that ******************* was covered at the *** Plus membership level for this vehicle disablement. AAA Washington Plus membership offers up to 100 miles of towing and does not offer Trip Interruption coverage for additional expenses such as hotels.
  
  The receipt ************ presented for ********************* hotel stay shows a check-in time of 4:43 PM, which was after she was made aware of her benefits coverage. It is reflected on the tow receipt *********** presented that *** would not approve a 200-mile tow, which is a Premier membership benefit. *** ****** call records show that ************ had to agree to the mileage costs beyond the Plus membership coverage prior to service being sent on July 7, 2023.
  
  ************** reimbursement requests for ********************* hotel stay and the mileage costs beyond Plus membership coverage were denied because she was still within the 5-day waiting period after her upgrade, and her household was not eligible for Premier benefits at the time of ********************* vehicle disablement. AAA Washington is glad that ******************* made it home safely and that she was able to use the membership benefits she was eligible for at the time of service. Use of the membership is indicative that the terms and conditions have been read and the member agrees to them. They can be viewed on our website here: *************************************************************;

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20721340
  
  I am rejecting this response because: Not only did the triple AAA representative direct me to file the reimbursement but the company assigned to pick up ***** refused to do so after going to the wrong location and directing her to get the hotel! If they did their job per what I pay for, she would have been picked up and transported as requested. The service call just before 5pm was the second time in the day they were going to pick her up- check the records for the call at approximately 11am as she sat on the side of the road and waited for person that went to the wrong place hours away!!! Unacceptable and false representation when the agents say one thing and company chooses to take your money and then still have you pay after promising reimbursement and telling you that you will be reimbursement but u have to pay the bill and then submit for reimbursement!!! Very shady business and I completely reject this!!
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/23/2023

  Additional files show both calls the first was after waiting 4 hours and finding out AAA went the wrong direction so was told call was cancelled and then the second call after they went the wrong way was calling to have her stay in hotel and would schedule pickup in morning!!! This was due to Aaa going to wrong place then not wanting to do a pickup after 5pm. I should not have to pay for their mistake or lack of concern for their customers 

  Customer Answer

  Date: 10/23/2023

  Additional files show both calls the first was after waiting 4 hours and finding out AAA went the wrong direction so was told call was cancelled and then the second call after they went the wrong way was calling to have her stay in hotel and would schedule pickup in morning!!! This was due to Aaa going to wrong place then not wanting to do a pickup after 5pm. I should not have to pay for their mistake or lack of concern for their customers 

  Business Response

  Date: 11/01/2023

  In regard to ************** BBB Compliant ID ******** Rejection Response: 
  
  On July 6, 2023, *** ****** call records show that ******************* placed a call online at 2:13 PM PDT and designated the breakdown address as *****************************************************. At 3:23 PM PDT the service provider went enroute to the breakdown *********************** specified. The call was canceled at 3:39 PM PDT as it was the incorrect location.
  
  The call records ************ provided demonstrate the time of the first call *** ****** received, and the time of the call that was arranged with ******************* for July 7, 2023, along with the respective breakdown locations. However, she did not include the call made under ********************* membership at 4:05 PM PDT on July 6, 2023, for a tow at the correct breakdown location of **************************************************************************************This is the call in which the *** ****** service provider noted, we will be towing this in the morning, spoke with the member and she has accommodations at the local Motel, at 4:37 PM.
  
  We understand that ************ is unhappy with the membership benefits her daughter was eligible for at the time of this emergency road service event and the five-day waiting period for additional benefits to take effect after her membership upgrade. Normally,membership dues are non-refundable, but if ************ determines that *** is not a good fit for her household, we are willing to cancel the membership and provide a refund as an exception.
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20721340
  
  I am rejecting this response because: Not only did my membership cover the cost of the mileage I was charged! My daughter also had a fully functional suv with bed and toilet she could have slept in when the representative told us since she was in walking distance of the hotel we would be reimbursed for the cost!!!! They also represented the costs would be returned for mileage. I didnt even know about the reimbursements until their own representatives told me what to submit and how to do it! They didnt provide timely service, cost me additional charges because of their mistakes and caused great financial harm to my family. To put it bluntly they lied to me! If they werent going to reimburse me they shouldnt have representatives say they will! I paid out almost $1000 for all of this - I will settle for $500 since this is such a hassle to do right by your customers. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/14/2023

  AAA Washington and ************ have reached a mutually agreed upon settlement. AAA considers the matter closed. 

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did receive a call regarding a settlement and have accepted.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/09/2023

  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.

  My AAA membership was renewed in May. They canceled my policy by the end of June. They only cited that we broke the terms of service and gave no examples or explanations when I asked for them in my dispute. They refused to refund the balance of my policy due to whatever we did wrong, but won't say what we did wrong. I just want a refund of the balance as of cancellation date due to not receiving service paid for.

  Business Response

  Date: 10/12/2023

  In regard to Ms. ********** BBB Complaint ID ********:

  The last payment for Ms. ********** AAA membership was received on May 27, 2022, and covered the period from June 1, 2022, through May 31, 2023. Without additional payment, the membership expired on May 31, 2023. As of June 29, 2023, when the membership was canceled, there were no payments made for a new membership year. Based on these dates, ********************** is not eligible for a refund.