Complaints

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

close

Find a Location

AAA Washington has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/19/2023

  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 since 2017 and have used the service a few times over these years with no troubles. They are no longer the same quality company I have been using with in the past. There polices have changed and I guess it is best to read the small print when purchasing from this company no days. I lost the keys to my Harley ******** when driving to my rental property. I parked it on the side of the raod in front of the property and then decided to move it in the driveway to get it off the road. I called *** the next day to try and get it towed home. I have not used my *** insurance for several years , so it had been a while since last used the service. I talked to an operator in person since I did not have the *** APP. Using the dial up push button selection on the phone got me disconnected several times, so I hit 0 for an operator and finally got one on the line. I made a request for a Tow and was told one was on it's way - it would be there by 3:45 pm . It was 2pm at the time. An hour goes by and I get a call from a dispatcher from *** and was told they could not honor my claim because it is being towed from a residence to a residence. It stopped working on the side of the road. I moved it 10 feet onto the property . It was also not an emergency either they said. They would honor the tow if it were towed to a repair shop! I fix my own cars and bikes - I don't need to be towed to one of their shops for a scam repair job. I used to use the service to get my vehicles towed home. Apparently this is no longer a viable claim. I no longer need this service if they can't help me get my vehicle towed when it breaks. I want a refund of my premier RV tow insurance. Last year they never showed up on a flat tire change on my RV - They told me to call a tow truck on my own. Can't believe I renewed with this company. I want to be reimbursed for my tow back to my house of $65 fro9m another company. I also want a refund on my policy as it is worthless & cant be used

  Business Response

  Date: 04/24/2023

  In regards to Mr. ********* BBB Complaint ID ********:
  
  We reached out to ******************** by phone on April 20, 2023, but unfortunately, he was unable to speak with us at the time. Per his request, we sent an email regarding this incident, and advised him that his request should have been covered by his membership, and to reply to our email with his receipt for service outside of AAA so we could reimburse him for the commercial tow he received. We are following up with our staff to ensure that our policies are clearly understood so we can avoid unfortunate incidents like this in the future. We appreciate ******************** for bringing this matter to our attention.

  Customer Answer

  Date: 04/27/2023

   
  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:04/04/2023

  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.

  We cancelled a trip that was arranged through *********************** of **********. We also took out travel insurance at that time (Allianz).In a 12/30/22 email ***** wrote: "I called the vendor to cancel your trip. The original penalty to cancel was $300 per person and then the remainder would go in to a future travel credit. However, I sent an email to their accounting and asked for them to write a statement for me saying that the full amount that you have already paid for, $2936.36 was in full penalty and that no travel vouchers were issued. So, once I get that letter I can initiate a claim with Allianz for you for the full amount. "This was reinforced in a 1/19/23 email in which ***** wrote: "That is why I asked you if we want to just go for full reimbursement instead of a future travel credit minus the penalty."I should note that at no time during this entire process have we ever communicated with Travel Impressions in any form. All communications have been through ***** of AAA.We have requested multiple times from both ***** of AAA and Allianz any and all documents and correspondence between the parties involved that Allianz used to deny the claim. To date both AAA and Allianz are unable or unwilling to provide those documents.We have been informed by Allianz that they denied payment on $2,336.36 just due to a travel voucher being offered. It didn't matter whether we accepted or declined it.I am complaining because:1) I was lead to believe by the AAA agent that a letter would be submitted to Allianz indicating that the full amount was considered a cancellation penalty subject to reimbursement.2) Either through collusion or outright fraud, this is a situation in which the travel insurance company can't lose. As soon as the travel company even hints at a travel voucher for the cancellation, regardless of the circumstances and whether I accepted or declined that offer, then Allianz has an out to not pay.

  Business Response

  Date: 04/14/2023

  In regards to ************** BBB Complaint ID ********:
  
  We attempted to resolve this issue on behalf of ************ by escalating his concerns with Allianz. Due to additional actions taken by ************, reporting this issue to the Washington ************ of the ********* Commissioner, our escalation process was terminated by Allianz. ************** concern with not receiving full payment of his insurance claim must now be handled through the Washington ************ of the ********* Commissioners complaint process due to regulatory reasons.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19895663
  
  I am rejecting this response because:
  

  They are trying to blame me for this.  I had been trying for 2 months to get a resolution to this.  I asked for responses and documents and received no communications indicating that anything was being done.  And neither AAA or Allianz would provide me with the documents used to determine their decision.
  Sincerely,
  
  *****************

  Business Response

  Date: 05/01/2023

  In regards to ************** BBB Complaint ID ********:
  
  We have been informed by Allianz that they are making a one-time consideration to ************ and have elected to issue an additional payment in the amount of $2,336.36 representing the full remaining amount of ************** claim. He should receive the payment within 5-7 business days of April 27th. We received Travel Vouchers in the amount of $2336.36 for ************ from Travel Impressions. We have communicated to ************ that we will notify Travel Impressions that he has been fully reimbursed by Allianz, and the vouchers should be voided. We are pleased ************ has been fully reimbursed for his claim.

• Initial Complaint

  Date:04/03/2023

  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.

  AAA Washington via ******** office arbitrarily cancelled my membership via letter with no warning or indication that there was any problem or flags with my membership. I never received an email or a call from the business to ask me questions related to their concerns before their "board" voted to cancel my membership. I called the customer service line and asked if I could be provided with documentation for my activity in 2022 and the first part of 2023 so I have an activity log to reference when I send a letter of appeal. They denied that request. As I renewed my annual membership in January, I asked for a refund, pro-rated or otherwise, since they canceled my member with 75% of the year remaining. Again, I was denied any refund. These business practices are abhorrent and after being a member for well over 10 years, I'm shocked that they are treating me and other customers this way. This is unacceptable business behavior and I'm very disappointed.

  Business Response

  Date: 04/14/2023

  In regards to Ms. ******** BBB Complaint ID ********:
  
  The emergency road service usage of Meenah Khosraws household was evaluated and determined to be inconsistent 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
  
  The letter that was sent on March 24, 2023, advised that the membership was canceled for violations of our terms and conditions. It also includes information on how to appeal the decision by mail. To date of this response, April 14, 2023, ****************** has not submitted an appeal through the appeal process outlined in the cancelation letter.
  
  Membership dues are not eligible for a refund if it has been more than 5 days since the membership renewal date,or if anyone in the household has used the membership within that time. There was use of the membership on February 14, 2023. Our refund policies can be found in our Terms and Conditions under the section Membership dues cancellation and refund policy.  *************************************************************;

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19889870
  
  I am rejecting this response because: they did not provide any warning or notices to me, either by mail or email, that there were any concerns of misuse/abuse before arbitrarily canceling my membership that I held for at least 10 years. They didn't do their due diligence with me, the member, to prevent a full cancelation.
  
  Sincerely,
  
  Meenah Khosraw

  Business Response

  Date: 04/24/2023

  In regards to Ms. ******** BBB Complaint ID ********:
  
  Per AAA Washingtons Terms and Conditions, AAA Washington reserves the right to cancel membership without prior notification and refuse service for nonpayment of dues or fees. AAA Washington also 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. Use of AAA Washingtons emergency roadside service is indicative that members have read our terms and conditions and agree to them.They are posted publicly on our website and can be read here: **********************************************************. ******* was given the opportunity to appeal the decision to cancel her membership by mail, however, we still have not received her appeal.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/23, my daughter and AAA member (****************) needed to drive home to our home in *******, ** from college in ********, **, however her car wouldnt start and seemed to have a dead battery. She called AAA to come give her a jump start. The tech arrived in a reasonable amount of time, jump started the vehicle and got it started. However, once he got it running, he told my daughter the Alternator is blown and that it was too dangerous to even drive down the block. He showed ******** a couple of screenshots from some sort of app on his phone that indicated low battery cranking volts and a low battery voltage, which would be in line with a nearly dead battery. He then proceeded to shut the vehicle off, said there was nothing else he could do, and left her stranded.******** called me in a panic about her car having a dangerous problem. I know a thing or two about cars and what that tech had told her made no senseall she needed was a jump start and then to drive for a bit to charge the battery. It was likely that she had just left an interior light on, which drained the battery. I ended up having to drive 180 miles down to ******** from *******, jump started her car, and then followed her back 180 miles to *******, getting gas on the way which involved shutting the car off and starting it. There is/was nothing wrong with her vehicle. There never was an alternator problem, and there was absolutely no reason the tech should have told her it was too dangerous to drive. All she needed was a jump start, plain and simple, and be sent on her way.I am furious I had to take 7 hours out of my Sunday to drive nearly 400 miles to resolve something that AAA should have been able to handle in less than 5 minutes. This was our first call for roadside assistance and I am sorely disappointed. I will never recommend AAA and will not be renewing our membership unless they can come up with something to make this right.

  Business Response

  Date: 04/06/2023

  In regards to **************** BBB Complaint ID ********:
  
  We are very sorry to hear that our AAA Washington member had a poor service experience on March 26, 2023. Unfortunately,as this event occurred outside of AAA Washington territory, we cannot answer for services provided by another *** club or speak to why the service provider advised there was an issue with the alternator. Further, ************** is not a member or customer of **********************. Any discussion about service on the account would need to involve the *** member. The member may contact *** ****** at ************ to file a complaint.

• Initial Complaint

  Date:03/07/2023

  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.

  For two months, we have been trying to book a trip to Eastern Canadas through AAA at a discount. They have stalled us and dont return our calls and dont return our emails and wont give us our discounted trip. I believe this is a case of false advertising my because we were supposed to get $350 off of the trip and I believe that they simply do not want to give us the discounts price. Today I was trying to converse about this situation with an *******************, who also proceeded to stall us at every turn. We were waiting for a call from her today but she didnt call us, she just emailed us saying that she couldnt reach us, which is impossible. Below is our emails back and forth pasted for the day: Hi ***************** just tried to call, but you dont have a voicemail that is set up, so I figured that email will be ok. A few things:The $350 would be taken off ONLY for that April 21 departure. The $200pp we got, is as close as were going to get. For your 2019 tour, there seemed to have been a glitch in the system and you got lucky with not having to pay the extra charge for the sedan service. Since they offer it for free to those living within 50 miles, you live 64 miles away (they put in your address) which would normally be charged. Because you did have this last time, ***** from Member Choice put a request in for you to get it again. This is just a request and not a guarantee that they will say yes, but it didnt hurt to ask. Ill hope to know by tomorrow. You deposit date has been extended to Thursday. I can call you on Thursday if youd like to go ahead and deposit. By then, Ill update the air for you and send over everything. Let me know if you need anything else. Thank you!

  Business Response

  Date: 03/14/2023

  In regard to ****************** BBB Complaint ID ********:
  
  AAA reviewed the complaint from ****************** regarding a travel discount. AAA determined that the request in question did not qualify within the terms of the discount. AAA has been in contact with the customer on this matter.

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  Hello, in February of 2021 I noticed I was auto charged a renewal for my AAA roadside assistance. I no longer had a car so I reached and had it cancelled. I thought that was the end of it as I asked to cancel the policy. Come to find out they charged me again this month I promptly called and asked for my money back as I did not authorize this payment and I also noticed they charged me last February (2022) as well. I told ******* that I wanted that money back as well and she changed the subject and that was the end of the call. I reached out to AAA asking for the previous premium back (2022) last week and was met with silence. So now I am asking you folks to help get my money back it is only $60 but still I never authorized this payment and I asked for the account to be closed the year before.Thank you!*************************

  Business Response

  Date: 03/08/2023

  In regard to Mr. ******** BBB Complaint # ********:
  
  AAA reviewed Mr. ******** account and determined the request was not handled in a timely manner. A refund for the $65 payment made in 2023 was issued to the credit card on file on 2/24/2023. The refund for the $60 payment made in 2022 issued on 3/6/2023. Additional questions regarding these transactions can be directed to the Membership Accounting Team at *****************
  
  

  Customer Answer

  Date: 03/14/2023

   
  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:01/12/2023

  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.

  Today, 1/12/23, we put in a roadside assistance request to have our car towed from our apartment complex to a nearby mechanic. The tow truck driver, ************** #***** from ***** **** got to our place at 1:35 PM, we explained what the issue was and why we needed it towed, and gave him the key. My husband and I walked back into the parking lot so that my husband could take our other car to meet the tow truck at the mechanic, 2 miles away from our home. It should have been a 10 minute drive, maybe 15 with traffic. My husband saw the tow truck driver drive past the intended drop off location at 1:54 PM and witnessed him talking on his cell phone. By 2:23 PM, the driver still had not shown up with the car so we called AAA to get in touch to see if maybe he had accidentally gone to the wrong location. I was connected to ******** and we were told that he was on his way, and that no one was sure why it was taking so long to go 2 miles, but that dispatch confirmed that he was on his way and would be there soon, and that if he hadn't shown up by 3 PM to call back. He didn't show up. Another call to AAA at 3 PM connected me to *****, and she got in touch with dispatch who confirmed to her that the car was dropped off and the key was handed to a mechanic. I told her that my husband was standing there waiting, and there was no car. I spent 26 minutes on the phone with ***** and was put on hold three times as she tried to figure out what was going on. Dispatch kept telling her that the car was dropped off and I had to tell her repeatedly that it was not there. Finally, we find out that our driver had indeed taken the car to the wrong location and that it would be another hour for the car to get to where it was supposed to go. It has been almost 3 hours, we still have no idea where the car is, and no one has made any effort to make apologies or take accountability for our car being missing for three hours when it should have been a 10 minute drive up the street.

  Business Response

  Date: 01/23/2023

  
  In regard to **************** BBB Complaint ID # ********:
  
  The members account of the events on 1/12/23 are accurate. Our independent service provider made an error and delivered her vehicle to ****************** which is approximately a mile away from the members requested shop, Gregs Japanese Auto. After it was determined that there was an error, the member confirmed to our dispatch team that her vehicle ended up at the correct location.
  
  Our member relations team reached out to the member about her complaint on 1/17/23 around 11:30 AM and left a voicemail message. At this time, we are waiting for contact from the member. We apologize for the frustration of her experience and have notified all appropriate leadership so that they may follow up with any additional coaching that is needed for dispatch and the driver. 

• Initial Complaint

  Date:01/04/2023

  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.

  Membership benefits listed on company app specifies 4 free towing up to 100 miles each. Does not list restrictions and being told that they won't tow because location I want car towed is a dealership as part of a trade in. My argument is that my car no longer works and needs to be towed and that specific exclusions are not noted on the *** app. It does not have links or notations stipulating any exclusions apply. It does have stipulations for other services but not under the towing.

  Business Response

  Date: 01/10/2023

  In regard to ****************** BBB Complaint ID # ********:
  
  To sign up for the *** mobile app,our members must agree to accept our privacy policy and terms of use. A link to review those policies is next to the radial dial that confirms acceptance of the policies. The mobile app policies advise members that their individual *** club will have additional terms and conditions to review. Additionally, when members use the web to sign up for a *** membership, they must confirm that they have read and understand the Clubs terms and conditions.
  
  Multiple sections of AAA Washingtons terms and conditions explain that the intent of *** service is for use during roadside emergencies to get our members back on the road or to a place of repair. Additionally, it is stated in our service guidelines that non-emergency tows are not covered. Transporting vehicles for the purpose of trade is not an emergency roadside event.
  
  Because the member is past the 5-day refund period, and he has used the membership within this membership year, he does not qualify for a refund of dues. This information is also in the terms and conditions under Membership Dues Cancellation and Refund Policy. Our terms and conditions can be reviewed on our website here: *******************************************************.
  

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been members of AAA for the past two years. And we have never had a problem until now. I called AAA on December 23, 2022 to get a tow on my vehicle. After waiting several hours. I was told that they could not service my area. So I tried again on December 27, ******************************************************** and was told they could not service my area. I asked about other options. I tried calling several towing companies and when I finally found one. They wanted to charge me 150 dollars for a three mile tow. I called AAA back again to ask about refunds and more about the situation. I was told originally that it would take about a week to get the refund but then on this phone call the lady told me it would take about a month. I asked how the process worked and also explained the tow truck driver was demanding cash and because of that I probably would not get a receipt. She explained to me that they would not issue a refund because I could not get a receipt. I then asked about getting a refund for my membership since they could not service us anymore. She claimed that they could not refund us anything and that she could process the cancelation in a year. October 2023. So at this point I am filing this complaint in hopes that I will get my refund for my membership from AAA due to the fact that they cannot service us at this point. And possibly refund us for the tow that was their responsibility that we paid for....

  Business Response

  Date: 12/30/2022

  
  In regards to ************ BBB Complaint ID ********:
  
  The members recollection of events on December 23, 2022, and December 27, 2022, align with our records. On December 23, the region experienced a significant weather event and the AAA provider networks focus was on emergency calls on the roadside. The member was safe at her residence and could not be serviced at the time. After the weather cleared, a backlog of requests in the ************** area prevented AAA from accommodating members who were at their residence. AAA continued to focus on emergencies.
  
  The member was advised that she could hire a commercial towing service and submit her paid receipt for reimbursement.She advised that she had found a towing service to hire, but because they only accept cash payments, she wasnt going to get a receipt. Our agent correctly advised the member of our towing reimbursement requirements and our policy for membership dues refunds, which can be found in our terms and conditions. An itemized receipt indicating the date and the type of service provided is required for reimbursement.
  
  AAA is willing to make a policy exception to cancel the membership and provide the member a refund of her dues per her request. She should see a credit of $157.00 issued to the credit card on file.
  
  AAA Washingtons terms and conditions can be found at:  *******************************************************.
  

• Initial Complaint

  Date:11/23/2022

  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 left me on the side of the rode in a dangerous position in the middle of the rain for 2 hours. I could not wait in my car as there was merging traffic and so I went to go seek help. My car was impounded and now AAA is not wanting to pay for that when it was die to thier negligence. I want to be compensated for all impound fees as they jeopardized my safety by telling me to stay in the car when I was obviously in a dangerous situation

  Business Response

  Date: 11/30/2022

  
  
  In regards to ************** BBB Complaint ID ********:
  
  On November 22, 2022, at approximately 12:34 PM the member contacted AAA and advised his vehicle was stuck on the side of the freeway. Our agent immediately asked if the member was in a location out of traffic, and ************ advised that he was out of the middle of the freeway, that he was walking, and gave directions to the vehicle at a point between an offramp and the freeway near the ******************** in Fife. The agent provided a two-hour window that would be prioritized and told ************ that the location was a tow-away zone, and that he would need to be with the vehicle when service arrived.
  
  At 1:08 PM the member called AAA back and advised he wasnt staying with his vehicle because it was cold. Our agent couldnt reach our service provider at the time to see where they were located,but ************ was given the option to hire commercial service and apply for reimbursement for services that are covered by his membership. According to the members tow invoice, the vehicle was impounded at 2:15 PM which was prior to the two-hour ***** On 11/23/22 ************ called to have his vehicle towed from impound, and service was provided.
  
  Although we do not feel AAA was negligent, as the member was given options to avoid impound, indicated he had already left the vehicle at the time of his call, and was advised that impound was a possibility, we recognize that there was a lack of communication from our service provider about their time of arrival and that this presented an issue for the member who later advised that he had a medical condition. The member submitted his request for reimbursement of the impound tow on 11/27/22 outside of business hours, and his request was processed on 11/28/22.  ************ should expect to receive a reimbursement check in the mail by mid-December.