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 Cruise & Travel – Bellevue

  1100 Bellevue Way SE Ste 7 Bellevue, WA 98004

• 

  AAA Cruise & Travel – Mount Vernon

  1811 Riverside Dr Ste B Mount Vernon, WA 98273-5412

• 

  AAA Cruise & Travel – Issaquah

  170 Front St N Issaquah, WA 98027-3295

• 

  AAA Cruise & Travel – Spokane

  1314 S Grand Blvd Ste 1 Spokane, WA 99202-1174

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:09/13/2023

  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.

  I have been a member of AAA for almost a year now, I had to use one of my four tows on 8-7-23 to tow my car to my house as it broke down after work. There were no shops open to call and see about a drop off to their location, so I had it towed to my house. I repaired the issue and another issue happened on 8-11-23 but luckily, I was able to limp/ push it back to my house. I called to have it towed to a repair shop this time as the issue was above my skill level for repair. I was informed by several employees that my tow was denied, some saying it was the same breakdown (this was a new one for my car) and others saying they *********** not tow it to the shop because it wasn't an emergency. It was an emergency as my pregnant wife has our other vehicle and I had to get it fixed so I can drive to work. I had to pay out of my pocket $307 to have it towed, even though I had 3 remaining tows left on my membership. I want to know why I pay for a membership but yet can't use it.

  Business Response

  Date: 09/12/2023

  This is a member of AAA Washington. This will need to be forwarded to his home club.

   

  Business Response

  Date: 09/14/2023

  In regard to ******************** BBB Complaint ID ********:
  
  We reached out to ****************** on September 14, 2023, to discuss his complaint as this was the first time our member relations team had been made aware of this incident. While we do have policies in place so that we can maximize our resources, and help as many members as possible, there were factors in ******************** case that we believe we could have considered more carefully.
  
  With that in mind, AAA has begun the process of getting ****************** reimbursed for the towing service he had to hire. ****************** is aware of the intent of AAA service, and why we have policies about multiple tows for the same vehicle disablement.
  
  AAA wishes ****************** and his family the best, including their upcoming newest addition, and will continue providing them with their emergency road service needs in the future.

  Customer Answer

  Date: 09/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2023

  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've been a AAA member since 2011 and paid $2,296 total in membership fees. I have requested roadside assistance 4 times and received it once - 5/21/2015. On July 30, 2016, our motorhome broke down on the side of I-5 near *****, **. I called & was told they could not assist us - we were in ** and we have AAA WA. It is my understanding that AAA coverage includes the entire **. After connecting with AAA CA I was told they couldn't tow us, because we had AAA WA - we could pay to have the ** towed and AAA ** would reimburse us for the first ***************************** on our arrival home - reimbursement was refused. August 8, 2023 our car broke down in **** ******. I again called AAA WA and was redirected to OR. *** told I would be notified when a tow truck was dispatched, & that since we were stranded in 100+ degree weather, we would be contacted periodically to make sure we were ok. I never heard another word from AAA. On Saturday, August 12, 2023, we headed to ****, ** in our ******************* to pick up our car. We were involved in a traffic accident, causing our trailer to jackknife across 3 lanes of traffic. Both the ******************* were damaged. The state patrol officer called for tow trucks. Monday, August 14, 2023, called AAA WA to request our motorhome be towed home - 174 miles. *** informed AAA no longer tows 200 miles for free, instead will refund up to $500 thats not even close to what it costs. If you look at their website today, it states in at least two places that ** Premier includes 200 miles of free towing. That is, without a doubt, false advertising! When given the motorhome's location I learned that AAA has changed another policy they will no longer pick-up from a towing lot! The agent gathered information, which he sent to his manager asking for an exception. It was immediately turned down, AND I was told that I would not be reimbursed $500, because it wasnt towed by AAA in the first place.

  Business Response

  Date: 08/23/2023

  In regards to Mrs. ******* BBB Complaint ID ********:
  
  We were very sorry to hear about ******************** recent roadside experiences. As this was the first notice our member relations team received regarding ********************* complaint, we have reached out to her by email to address her concerns as well.
  
  On August 8, 2023, at approximately 3:17 PM ******************* requested a tow in AAA Oregon territory. The request was submitted with notes that the member was safe with friends. At 3:48 PM, a AAA-contracted service provider noted that they could not send a technician out of the area at that time, but that they could pick up the vehicle, take it to their lot, and store it until they could deliver it later in the week. At 5:07 PM, the request was canceled with no noted explanation,and we could not locate a call to ********* Washington from ******************* that indicated she was still waiting for the service.  
  
  It is unfortunate that so soon after the incident in Oregon, ******************* contacted AAA Washington on August 14, 2023, and needed a service that is not covered by her membership. AAA Washington does not cover tows to or from impound lots or towing yards. These tows are not in keeping with the intent of our service and divert our resources from assisting members who are stranded on the roadside. After an accident,tows from impound lots are frequently covered by the vehicle owners auto insurance.
  
  To address the concerns about coverage details on our website, AAA Plus RV and Premier RV benefit information is available under the membership link in detail and benefits are thoroughly explained in our terms and conditions. If members would like assistance with locating this information online, or have other coverage questions, they can contact member services 24 hours a day.
  
  As an apology for the poor communication and lack of service on August 8th, we are refunding ******************** recent membership dues and AAA Washington will cover the 2023-**** membership year through its expiration on June 30, ****. We are sorry for the service issues experienced while traveling outside of AAA Washington territory and understand how frustrating it mustve been that her most recent service request was not covered.
  
  AAA Washington is thankful that ****************** and her husband are safe after their vehicle disablements, and we hope our gesture of goodwill provides some value for them. Members can view our terms and conditions on our website here: *******************************************************.
  
  

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20476164
  
  I am rejecting this response because: AAA Washington did not provide the coverage they advertise. We initially joined AAA so we could feel safe and secure in the event of a breakdown or accident, and that certainly has not been our experience. In fact, I received a post card from them yesterday, asking us to upgrade our coverage to RV Premier. We already have RV Premier! The postcard stated very clearly that RV Premier includes up to 200 miles of free towing. When I spoke with a representative, and in an email they said they don't do that anymore, instead they will reimburse up to $500 in towing expenses. I still contend that is false advertising. in addition, when I sent a reimbursement request, it was denied. It seems AAA Washington has loopholes to get out of covering their advertised benefits. In regards to the event in Oregon on August 8th, no one called to tell us they could tow to their lot until further arrangements could be made. Also, our request was cancelled, and in the email AAA's representative said they had no record of why that had happened. Their most recent response stated that we never called them back to tell them we still needed assistance. I thought since I'd called it in, they would assume I still needed assistance. Also, the representative from Oregon stated clearly that a dispatcher would call me when a tow had been secured. In fact, I sat in my hot car, for hours to keep my phone charged waiting for that call! If AAA had honored our contract and gotten us a tow on August 8th, the incident on August 12 never would have occurred, as we were on our way to Oregon to pick up our classic car ourselves, from the kind strangers who towed it to their home and kept it for us. As a result of AAA's lack of honoring our agreement, and not caring one bit about us a humans, we have incurred a great deal of expenses related to these two incidents - towing, hotels, and food to name a few, as well as further damage to our vehicles, and an enormous amount of stress!! So no, we are NOT at all satisfied that they returned our dues for this year and will "cover Us" for free until next June! Why would we even call them! We definitely feel we need to be compensated for our expenses!

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

  Business Response

  Date: 09/12/2023

  In regard to Mrs. ******* rejection of response provided for BBB Complaint ID ********:
  
  We recognize that ****************** remains dissatisfied after our refund of her membership dues in the amount of $247.00. Our offer was an apology based on her account of the service issues experienced on August 8th.
  
  In our email to her on 8/16/2023, we advised that we would be happy to answer any questions about her coverage either by phone or by email and that if she paid an out-of-pocket charge for a commercial tow for the August 8th incident, wed be happy to look into reimbursing her up to $500.00 with the proper documentation. She was also given details about where to find coverage information regarding RVs, reimbursements, and impound tows on our website.
  
  As much as we sympathize with the situation, her tow request from an impound lot, and subsequent reimbursement request on August 14th were not covered by ******************** membership. The decision to use her motorhome to pick up her classic vehicle on 8/12/23 was not suggested by AAA, and the resulting disablement could not have been predicted by AAA.
  
  In her initial complaint, ****************** did not mention that she was also looking to recover costs associated with hotels and food related to her vehicle disablement on August 8th. She may want to see if she qualifies for the Trip Interruption Coverage that is offered as part of her Premier membership benefits. She can review information about that coverage here: **************************************************************************************************** benefit is facilitated through a third-party agency called Allianz. If ***************** feels she may qualify for this benefit, she can contact Allianz at ************ to file a claim. AAA does not process trip interruption claims.
  
  Our website and marketing materials define the $500 coverage limit for RV services, while also stating standard passenger vehicles are covered at the mileage advertised. All memberships are subject to our terms and conditions,which can be viewed on our website here: *************************************************************;

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20476164
  
  I am rejecting this response because: I still believe AAA advertisements of services are false, and they use various loopholes to get out of paying for services promised. However, I can tell they are not going to budge on this nor will they take any responsibility, nor will my beliefs change, so I'm finished dealing with them. Be assured that my husband and I have, and will continue to, share our situation with everyone we know. Our circle of family and friends is quite large, considering we've been a part of the classic car community for over 40 years. Our friends are sharing with their friends. Hopefully, this will make an impact. Apparently, that's all we can do. I have noticed many similar complaints on this site, as well as heard similar stories verbally from others, so I am certain this is more common practice than not.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2023

  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 9/11/22 I paid AAA Washington $101 for the upcoming year for emergency roadside service. I had moved from ****** to Washington in 2020 & had AAA ****** for many years, with which I was pleased, so I signed up with AAA Washington after moving. I also bought a new car in 2020 so had no incidents where I needed help until July 7, 2023. On July 7, I was traveling on the I-205 bridge from ****** into Washington when I had a blowout. I kept driving across the bridge until I crossed into WA. I tried & tried to get AAA on the phone & for 20 minutes, with cars screaming by, no one would answer. Emergency roadside assistance is a joke in Washington - unless all of AAA has changed. I was very shaken because I knew that once they answered it would still take time for someone to come help me. Thank God a Good Samaritan stopped to help me. I have phoned AAA twice explaining what happened and that I wanted a refund of my annual dues because the ONE time I needed help it didn't happen. I believe I have cancelled my membership online and also want a refund. I spoke with a AAA WA supervisor today, *****, who stated that refunds are only given for 5 days after paid. I don't want an emergency roadside service I can't rely on - I want a refund.

  Business Response

  Date: 08/15/2023

  In regard to Ms. ******* BBB Complaint ID ********:
  
  Based on the area code of Ms.******** cellular phone, on July 7, 2023, she was connected to a neighboring *** club when calling for road service. The other *** club advised us that her call started at 3:34 PM, she spoke with an agent for approximately 1 minute, and was then on hold, likely to transfer to AAA Washington based on her location. The call disconnected after approximately 5 minutes. AAA Washington received a call from ****************** on July 7th at approximately 5:41 PM, when she reached our automated system and was on hold for 6 minutes and 26 seconds prior to disconnecting. We are not sure if ****************** still needed service at the time of this call, or if she was calling to discuss the event.
  
  Unfortunately, there are times of unusually high call volume in which our members may have to be on hold to reach an agent. AAA Washington does offer our members several options for placing an emergency road service call for this reason. These options include our interactive voice response system, the *** app, and a text message link that is sent to all emergency road service callers with a cellular phone. Members can also opt to have a representative call them back, so they do not have to wait on hold.
  
  That being said, we are very sorry about Ms. ******** emergency road service incident and understand that it was a frightening and difficult experience. While we do not typically refund dues past the first five days of joining or renewal, we will make an exception in this case as an apology for our failure to meet her expectations. A check will be mailed to the address on file in the amount of $101.00 within three weeks.
  

  Customer Answer

  Date: 08/21/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2023

  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.

  I broke down today and called aaa for a tow, I was trying to explain that the vehicle is not in my name yet and she assumed that it was inoperable. I tried to explain that I was driving it to bring my daughter to school and it broke down and my sis in law lives across street so I pulled in there. I tried to charge battery all day and still couldn't get to start. I asked to talk to a supervisor because she wasn't listening and was just assuming so she wouldn't have to assist me. I tried to push start down the road and still won't start so I filed for help again for a tow. a tow was on the way 6 hours ago and I haven't heard any updates and I waited there as long as I could. this is the 2nd emergency I've had and they refuse to help the first time I needed a jump in January, and I ordered a battery from aaa and waited all day to find find out it would be a week before they could help, then it became a month. what is the point of roadside assistance if they won't help with emergency breakdowns

  Business Response

  Date: 07/24/2023

  In regard to Ms. ******* BBB Complaint ID ********:
  
  On July 17, 2023, at 10:48 AM PDT,**************** requested a tow through our interactive voice response system for a **** ********** Vanagon with the comment, need tow asap, property is trying to tow. At 10:57 AM, a AAA dispatcher contacted **************** on a recorded line to obtain more information about the request. **************** advised that the vehicle was in an apartment complex, she was just in the middle of buying it from her sister-in-law, and the property owners sent a tow truck out to take it to the junk yard because it was supposed to be moved out of there [the apartment complex] already.
  
  While we can understand that the situation was personally urgent for the member, AAA grants towing services in emergency situations only, and moving a vehicle to avoid impound due to improper storage would be considered a tow of convenience. Per our terms and conditions, tows from one residence to another residence and any tows of convenience as determined by AAA Washington, are not covered by AAA emergency road service. Additionally, vehicles purchased in inoperable condition are not covered for emergency road service.  
  
  We were unable to locate a battery service call in January but did locate a request for a battery placed through our app on December 23, 2022, during inclement weather. Unfortunately, we did not have full battery service available in the area. Approximately 80 minutes after service was initiated, the member was notified by text that we could give her a jumpstart, and the call was canceled 10 minutes later.  
  
  We are happy to assist **************** with available covered services. She can view our terms and conditions on our website here: *******************************************************.
  
  

• Initial Complaint

  Date:06/30/2023

  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.

  Below is the complaint I filed with AAA on Thursday June 15, 2023. I received a response the same day stating I would hear from someone in approximately 5 days. That did not happen, so on June 23, ******************************************************* as soon as possible. Again, that has not happened. We should at least be compensated for the cost of the hotel room in **********, which was an unexpected expense.Up until now we have always had very good roadside emergency service from AAA. I hesitated to submit this complaint, fearing that AAA would then cancel my/my daughter's membership. I am writing on behalf of our family, who have been members for over 30 years. I am disappointed, frustrated, and yes, angry at the service my daughter, ***************************, received on Tuesday June 13th. She was driving her **** Saturn Vue from Spokane Valley ** to ********** ** when she got a flat tire approximately 20 miles east of ********** ** on one of the most desolate stretches of I-90 at about 5:00 pm. When she contacted ********************** she was initially told they would prioritize the request due to her location. 4 hours later a truck dispatched from Deer Park ** arrived to assist her. I find it hard to believe there were no trucks available in Moses **** **, ********* **, or Spokane **. If she had been warned of the delay her husband could have driven from Spokane Valley, helped her with the flat, and been home in less time it took for the tow truck to arrive. Because of the extended delay she was unable to get to ********** in time to have the flat tire fixed and have the donut tire replaced. This meant she had the added expense of a motel room so that she could have the flat tire fixed in the morning. Please let me know how you will mitigate this experience.

  Business Response

  Date: 07/06/2023

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

  We apologize that ********************** did not receive a reply to her feedback about Ms. ******* poor service experience. Unfortunately, ********************* is not listed on Ms. ******* account as a household member or donor,so we are unable to provide details about the service or appeasement for privacy reasons. However, we do believe this information should have been relayed to ********************** and we will provide coaching to our Member Relations team on how to handle those replies going forward.

  In the meantime, we are very sorry to hear about all of the difficulty **************** had during her request for service, and the lengthy delays involved. Our Member Relations team reached out to her on July 6, 2023,and left a voicemail message, then followed up with an email advising her of our proposed resolution to her service issues.

  Thank you to ********************** for bringing this matter to our attention. We appreciate her membership with AAA Washington and will do everything we can to provide the service she expects for her family in the future.

  Customer Answer

  Date: 07/13/2023

  This issue has been rectified by AAA to our satisfaction.  No further action is necessary.

  Thank you,

  *************************

• Initial Complaint

  Date:06/27/2023

  Type:Order 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.

  Failure to provide emergency services.

  Business Response

  Date: 07/06/2023

  In regard to Mr. ******* BBB Complaint ID ********:
  
  Mr. ******* account of the time frames and service issues he had on June 16, 2023, are accurate. Regrettably,our provider network needed to ensure that their local area was sufficiently covered before sending a tow 65 miles away, and our communication was poor during this incident. All appropriate leadership has been notified, and we will follow up with the teams involved so that we can improve upon our service efforts for the future.
  
  On June 30, 2023, we reached out to **************** to discuss this experience and apologize for the extended wait times. Although the out-of-pocket fee was accurate for the service provided and included the coverage **************** is entitled to, we determined that the service failures should result in compensation. The member will be receiving a reimbursement for his expenses.
  
  AAA Washington appreciates **************** bringing this matter to our attention and allowing us to apologize. We hope he and his family will continue to choose AAA as their emergency road service provider for the future. 

  Customer Answer

  Date: 07/06/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  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.

  I was a AAA ** member for 42 yrs. This year I decided not to continue. Within the last year or so I've been getting numerous solicitations through the mail, two today. I called the number on the flyer (AAA Washington Insurance Agency through The Hartford) and was told I'd need to reach out to AAA directly. The other mailing was related to Life Line Screening through AAA Washington Insurance Agency. In Feb 2023, I sent an email to ********************* requesting removal of my daughter's name AND my address. They responded confirming removal. I do not want any mail, postal or otherwise, sent to my address.

  Business Response

  Date: 07/10/2023

  In regard to ************ ******* BBB Complaint ID ********:
  
  We received ************ ******* complaint on 6/27/23. AAA Washington took action on 6/29/23 to remove her membership number and information from any further solicitations from ********, Life Line Screening, and other direct mail insurance solicitations. There may be a 4-6 week lag time between notification from AAA Washington and implementation by the direct mail partner, which means other mailings could be received during that time. 

  Customer Answer

  Date: 07/17/2023

   
  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.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:06/06/2023

  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.

  I called for a tow at 3:30 Pm. They said it would come by no later than 5:30. At 5:30 I called again and they lied and said a driver was en route. Theyd be there by 6:30. At 6:30 I called again and they said that NOW theyre sending someone. Theyll be there by 7:30. They never came. They never called me back despite telling me they would. I waited hours in 90* heat while they overtly lied to me three times. They told me three times a driver was currently en route, but never dispatched anyone. The whole reason that Im a AAA customer for years was that I felt I could rely on them when me or my family needed roadside assistance. Apparently this is no longer true. They can no longer be trusted to help their members.

  Business Response

  Date: 06/09/2023

  In regard to Mr. ********* BBB Complaint ID ********:
  
  On June 6, 2023, around 3:40 PM, ******************** contacted AAA Washington requesting a tow of approximately 5 miles in Spokane Valley.Initially, the call was assigned to a service provider who anticipated it would take approximately 90 minutes to arrive. Unfortunately, the 90 minutes came and went, and ******************** had to call AAA for updates two more times after our original estimated time of arrival. Our provider arrived at 7:15 PM, much later than anticipated, and successfully towed his vehicle.
  
  AAA Washington reached out to ******************** on June 7, 2023,to discuss his experience and apologize for our service failures. We advised that we believe there was more we could have done to improve his overall experience, and that we appreciated him bringing the matter to our attention.******************** was very happy that AAA accepted responsibility for the issue and felt that our being aware of the areas we need to improve was sufficient resolution for his complaint. We again thank him for his feedback and will do everything we can to provide the service he expects in the future. 

  Customer Answer

  Date: 06/15/2023

   
  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.
  

  additionally the business reached out to me personally 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/26/2023

  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 of Washington for the last four years and a member off and on for perhaps 40 years. My membership is in good standing, I have a premium membership that includes 200 miles of towing. Today after about one hour a lady from AAA called to inform me that my request for emergency road service was not going to be honored. Her reason was that AAA does not tow cars from "shops." I told her yes they do, as I myself, had another car towed two days ago from a shop using AAA. I have done it several times in the past I told her and never once was this an issue. I also know others that have been towed from shops and it is a common practice. Tow truck drivers themselves have said this. In fact the shop my car is at now, suggested I tow the car to the shop that did the previous engine install a few hundred miles ago in order to keep the work needed done under warranty. Thus, I need a tow, am in good standing and my account is in compliance. I have never read or heard of such a policy in a public notice nor private correspondence. I payed for 200 miles of towing, The lady on the phone freely admitted that cars are towed from shops, she could not provide any written evidence of such a policy but she was more than "happy" to find me a tow from another company, I am more than disappointed being a long time AAA member. I thought AAA was my service! I have reviewed my mail, emails and online publications from AAA of Washington and have not found a clause or acknowledgement that AAA does not tow a car from a shop. The shop my car is at is AAA affiliated and suggested I tow my car to another shop to keep warranty intact. Given I just had another car towed from a shop two days ago it seems as if AAA just does not want to pay for a longer distance tow. I have no doubt they will continue to tow cars locally from shops! It is common practice. It is not a complicated issue. Yes, you do tow cars from shops and I have had it done recently. The shop my car is at wanted me to tow it and I have towing coverage. To have a professional tell me she is happy to call another company for me is just odd. AAA was and is my company.

  Business Response

  Date: 06/01/2023

  In regard to Mr. ****** BBB Complaint ID ********:
  
  AAA is a not-for-profit organization that provides emergency roadside services. Membership is intended to assist our members when they are stranded with an eligible disabled vehicle to get them back on the road or to a licensed repair shop.
  
  On May 26, 2023, ************** requested a tow through our web application to move his ************************************ ******, Washington to a *********************** in *******, Washington.Per our ERS terms and conditions, tows from repair shops, tows from ************* to another residence, and any tows of convenience as determined by AAA Washington, are not covered by AAA emergency road service. It was determined by AAA dispatchers that Mr. ****** request was that of convenience as *********************** does not perform vehicle repairs, and his Cadillac was already at a repair shop.  
  
  Use of the membership is indicative of knowledge and agreement to AAA policy. ************** can view our terms and conditions on our website here: *******************************************************
  
  
  

• Initial Complaint

  Date:05/17/2023

  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.

  Refused to tow because of non-emergency, despite previously towing the car in the exact same circumstances - on roadside, unable to start. Refused to cancel and refund membership, only to not bug me for renewal at the end of the year. Totally worthless service.

  Business Response

  Date: 05/30/2023

  In regard to Mr. ******* BBB Complaint ID ********:
  
  Our records reflect several attempts by ************************* to obtain a tow on 5/17/23 for a **** ***** from a repair shop (that AAA had towed to on March 20, 2023) to his residence. Our agents explained to **************** that AAA provides one tow per breakdown and does not provide tows from repair facilities. **************** requested to then cancel his AAA membership and it was explained that membership dues are non-refundable. Use of the membership is indicative of knowledge and agreement with AAA policy. Our membership dues cancellation and refund policy, and all other terms and conditions are available on our website here: *******************************************************
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20070455
  
  I am rejecting this response because:
  

  I called two months after the first tow. It is absurd to suggest that it is the same breakdown and demonstrates the dishonesty of this company. The vehicle was down the street from the repair shop. It was not at the shop. Apparently, living and using your vehicle in the same neighborhood as your mechanic isnt covered. Is that correct? A breakdown, two months later, near my mechanic, means Ive wasted my money on a good for nothing service? Thats indicative of a scam.

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