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 has 31 locations, listed below.

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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:11/18/2022

  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.

  My truck blew an Engine in late june this year 2022. I got the truck to my house to keep it there until i could rebuild the engine. Well, Covi'd and lack of parts it took some time to get a new replacement motor built. I get the motor built and today 11/18/2022 I call to get a tow and make all the necessary plans to get the truck to my work. ************ EVERGREEN TOWING, Said they would not drop or p/u the truck cause the business was closed and that its a convenience tow and they do not do those and AAA won't pay. I said its no convenience the truck broke down and instead of paying storage fee's for 3-1/2 months at ***** a day I kept the truck here to be safe. They say no go, not coming. Call AAA back they say there is no other Wrecker or tow services available, LIE #1 I asked the question about it being a convenience tow and the nice young lady said no they would still have a company come get it but it would be Monday, its Friday the day of that I am typing this. Call back Evergreen has same answer, Call AAA back get someone else who now tells me it's a convenience tow and we will not do that cause you are not in trouble on the side of the road or in distress. But I am, I told the person nope. So I asked for a supervisor waited 20 minuets I have the screen shot on my phone, Lady was nice but said that is true you said over a recorded line that the Truck had been sitting at your house not broke down. I said the motor is blown up its been broke since that point till now and forever unless It gets fixed. You are not in distress so no we will not issue a tow, but I am in distress the truck is still broke, why did I pay for a membership if your not going to fulfill the obligation, I get 4 assistance's per year this is my 1st one used this year matter of fact I have only issued once in 10 years or since 2013. I'm owed according to the contract. "No you are not, you are not in distress" After all this run around I'm told for $600 they ******** it. SMH

  Business Response

  Date: 11/28/2022

  
  
  In regard to ********************** BBB Complaint ID ********:
  
  On November 18, 2022, ************************* contacted AAA to tow his truck from his residence to a shop where he works. ******************** stated that his vehicle had been sitting inoperable at his residence since June. AAAs terms and conditions stipulate that vehicles that have been inoperable for extended periods of time will be evaluated by the service provider to determine towing eligibility. ******************** indicated that he had delayed repairs on the vehicle due to issues with the availability of parts. While this would appear to be what AAA considers a non-emergency tow,we believe an exception should have been made as it was being towed to a repair facility.
  
  We have reached out to ******************* to explain this decision and have applied a membership credit as an apology.
  

• Initial Complaint

  Date:10/31/2022

  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've been paying AAA an annual membership fee for several years. On October 4th, 2022, I called them for emergency roadside assistance. I was requesting help for a flat tire on my vehicle. I was a solo female traveler in rural *******. I was on the shoulder of a busy, winding highway. It was 88 degrees and I had a dog in my vehicle. I know how to change a tire but I needed help getting the spare off. When I called AAA Emergency Roadside Assistance, the representative informed me that AAA declined to help me because my vehicle didn't qualify for the plan I'd been paying on. Specifically, the rep said that since my vehicle didn't have a backseat, it was in their RV Class, and since my membership wasn't for their RV class, they wouldn't help me. My vehicle is a **** Transit Connect Cargo Van. It's not a large vehicle. I wasn't asking for a tow. I had my own ***** I was just asking for help getting my spare off. Now that I'm home (10/31/22) I just called AAA and requested a refund for all the years they accepted my payments for a membership tier for which my vehicle did not qualify. I said that AAA was not transparent when collecting my membership fees - they did not inform me that there are different AAA membership tiers for different vehicle classes. I spoke with **** at a ******** AAA office. She stated that AAA doesn't know the type of vehicle for which a person is making membership payments until the person calls with a breakdown. I asked, how is it reasonable for a consumer to proactively protect themselves within that framework? When AAA collected my annual fees, I trusted that was in exchange for the peace of mind of knowing I'd have roadside assistance. No one from AAA ever told me that there was a 2nd step: that once a roadside emergency is in progress, this is when AAA informs you whether or not your vehicle is covered. But when signing up, AAA wasn't transparent in telling me my vehicle belonged in their RV class. And I wasn't prompted to know to even ask.

  Business Response

  Date: 11/07/2022

  In regards to Ms. ****** BBB complaint ID: ********
  
  We were very distressed to hear about Ms. ****** experience, not only with the lack of assistance in *******,but also the misinformation that was provided by our agents. **** Transit Connects are covered with a standard membership and do not require an RV rider for AAA Washington members.
  
  Regrettably, the *** club that services ******* does not cover cargo vehicles at all, but we feel that their agents should have given ************** options rather than leaving her stranded. Per our terms and conditions, when our members are traveling outside of AAA Washington territory and the servicing club does not offer coverage for emergencies that are normally covered by AAA Washington, our members can hire a commercial service and be reimbursed by AAA Washington for those services.
  
  On November 2, 2022, we attempted to contact ************** by phone to discuss her complaint and her request for reimbursement of her dues, but we were unable to reach her and left a voicemail message. The dues payment made on October 4, 2022, will be refunded back to her, and as an apology for this incident, *** will pay for her 2022-23 membership year. A report has been sent to the appropriate leadership teams so that our agents can be coached with the correct coverage information.
  
  *** is very sorry for the additional hardship and frustration this situation must have caused our member.We appreciate ************** bringing this issue to our attention, and we will do everything we can to provide the service she expects in the future.
  
  

  Customer Answer

  Date: 11/16/2022

   
  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:10/09/2022

  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.

  I called to cancel my AAA Washington membership a few days after I bought it because I realized they are not providing the services I was looking for. I was told by the representative that they cancelled my membership. When I realized they didnt refund me, I called back. They told me I didnt ask for my membership refund and now its too late to request it. This is dishonest. They are effectively stealing money from innocent people, and they need to stop doing it.

  Business Response

  Date: 10/12/2022

  On June 8, 2022, ************************ signed up for AAA service online, which requires agreement of our Terms and Conditions prior to making a payment. On June 16, and June 17, 2022, he attempted to obtain tows that were outside the scope of our emergency roadside service guidelines. He determined that the service is not what he expected and requested that the membership be canceled on June 17th.
  
  Per our Terms and Conditions: AAA membership dues are non-refundable unless you cancel your membership prior to 5:00 p.m. PST on the fifth day following the initiation or renewal of your AAA membership. Mr. *********** membership was still available for him to use as of October 10, 2022, but his request to cancel was reflected in the removal of his credit card to automatically renew the membership in June 2023.
  
  Upon receiving Mr. *********** complaint, we have considered the details of his service requests and the time of his cancellation request and made an exception to our refund policy. He should see a credit issued to his credit card in the amount of $121.00 within 5-7 business days from October 10, 2022. We hope ************************ can find a service that more closely aligns with his needs, and we consider this matter closed.

• Initial Complaint

  Date:10/06/2022

  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.

  Name of Business: *** of Washington Date of the transaction: 10/05/2022.Amount of transaction: $33.00.I purchased the *** Premier plan as I needed a tow that was around 180 miles and when I signed up I did not see that I would have to wait 5 days before I could get the tow that I need. I'm disabled and on oxygen and am almost out of oxygen and when I contacted *** of Washington I was lied to, talked down to, passed around and hung up on. No one would even consider making an exception to the 5 day rule for medical reasons.I'm very disappointed with their customer service and lack of compassion and understanding for a disabled person who is on oxygen.

  Business Response

  Date: 10/10/2022

  In regards to Mr. *********** BBB Complaint ID ********:
  
  On October 5, 2022, ************************ signed up for a Premier membership online. The AAA Washington website states on our membership pricing page, and in our terms and conditions that every new member and new associate is subject to a 5-Day waiting period before full benefits can be obtained. To make a payment on our website and establish a membership, it is required that prospective members agree to our terms and conditions.
  
  After signing up for service, *********************** contacted our emergency road service call center and advised that he needed to use his 200 miles of towing. Our agent established that he and his companion were safe, and then advised him of the limitations of the 5-Day waiting period, including that the coverage was limited to the first five miles of a tow during this period. She offered some alternative solutions, but they were not acceptable to ************************. He escalated to a supervisor who further explained the policy and advised that he could obtain the tow he wanted but that it would cost a per-mile fee after five miles. ********** ************************ demanded cancellation and a refund of the $33.00 payment he made towards his annual dues.
  
  At no time did AAA deny *********************** service. His payment has been refunded and the membership has been canceled per his request. 

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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.

  Our truck broke down at Lake ****** Park. We called AAA to tow to shop. They stated couldn't tow till after park closed and to call the next day. We called the next day. AAA stated because they were busy with tows but they could tow truck to our home but not the shop. Then said to call next day to get towed to shop. The estimated time to tow truck was anytime to 3 hours. Five hours later they show up.I called next morning to get truck towed. Didn't hear from them by afternoon and called. Was told they would not tow truck to shop since we used a tow.Supposedly left voice mail telling me thus. I don't have voice-mail The operator stated to me the tow wouldn't count as a tow since we waited 5 hours and couldn't tow to shop. Especially since we have been a customer for 20 years.AAA won't honor this. We have a lot of tows left.We received notice that our membership has been canceled. We paid for AAA services and used them within their rules. We don't abuse their services. We expect them to complete their obligation to our agreement when we signed up with them. They are not a reputable company any longer.

  Business Response

  Date: 09/27/2022

  In regards to Ms. ****** BBB Complaint ID # ********:
  
  AAA Washington addressed this concern in response to complaint id ********.
  
  The emergency road service usage of ***** and *************** household was evaluated and compared to the upper range of AAA Washington members over the course of multiple membership years. It was determined that the use of the membership was not consistent with the intended use 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 the primary household member advising that the membership had been canceled for violations of our terms and conditions. It also included information on how to appeal the decision in writing.
  
  Ms. ****** household appealed their membership cancellation but failed to offer any new information in their appeal that would cause AAA to overturn our decision. A letter was sent to the primary household member advising them of this information. Membership dues were refunded back to the credit card on file on August 25, 2022. We consider this matter closed.
  
  AAA Terms & Conditions: https://wa.aaa.com/membership/terms-and-conditions.html

• Initial Complaint

  Date:09/05/2022

  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.

  I called AAA for a tow. The representative and supervisor refused to listen to me or acknowledge the information I was trying to relay. Incredibly rude and unprofessional by both. Instead of helping, they were more concerned with their own liability then my safety with my vehicle. Their only concern it seems like is getting their money and thats it. No care for the customer or the safety of the general public.

  Business Response

  Date: 09/09/2022

  In regards to **************** BBB Complaint ID:
  
  On September 5, 2022, the member contacted AAA to have a vehicle towed from a Smart Start location in *******,Washington to a residence. The member advised our agent that he drove his 2012 ****** Outback to Smart Start to have it worked on, but that his brakes were bad,so they advised him to have the vehicle towed to his residence. When our agent asked if repair work had been done, he said that his friend who worked for Smart Start was going to fix his brakes, but didnt have the tools to do the job.
  
  To protect our service providers from potential involvement in financial disputes between our members and repair facilities, AAA policy is to verify that no money was owed to Smart Start prior to towing a vehicle from their location. Unfortunately, Smart Start was not open due to the Labor Day holiday, and our agents could not verify that no fees were owed, therefore we were not able to send towing services at that time.
  
  The member had advised agents that he obtained his other vehicle, so he was not stranded or in danger. He was given the options to call AAA the following day during Smart Start business hours so fees could be verified, or to pay out-of-pocket for commercial service and apply to AAA for reimbursement consideration. At no time was it suggested or recommend by AAA that the member do anything that would compromise his safety.

• Initial Complaint

  Date:09/01/2022

  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.

  I have BCAA Membership RV Plus which includes AAA help in the **. On Saturday Aug 20th at approximately 4:30 PM we were travelling east on Highway 20 ( the ********************** in **************** ) and the check engine light in our Motorhome started flashing. It started running rough so we stopped. We had no cell service. I hitched a ride to Mozama a town in **************** with cell service and my husband stayed with our Motorhome and Boat we were towing. I immediately called BCAA and they transferred me to AAA. The person who answered the phone was the most inept individual I have ever dealt with in an emergency - he could not find Mozama on the map or my husband, who was parked off the road at mile marker 153, stranded. I spend an hour on the phone with him he kept on saying 'this is really hard' and 'my shift is over in 2 minutes.' Meanwhile I am stranded in a strange town. Finally he sent me a service request # ****** and # ****** because we needed too tow trucks. An hour later his supervisor called me, again said this is really hard it might be a few hours. I said just save my husband he is stranded with no cell service. An hour after that they called and said we can't help you and left me stranded in a strange town with nothing and it was getting dark. I called 911 3 times and they could not help. Finally I found a tow truck driver ON MY OWN WITH NO HELP FROM AAA he towed our Motorhome and Boat to a campground in ******** where we were heading. Monday August 22nd we were on the phone trying to find a repair shop, took us 3 hours but we found one in ****** **. I again called AAA, they issued service request # ****** but called me an hour later and said, again, we can't help you. AGAIN LEAVING US STRANDED. What do we have BCAA / AAA for if noone will help! I have emailed the company with a complaint Wednesday August 24th NO ANSWER HAS BEEN RECEIVED. Meanwhile, we have over $3000 in towing fees. Please help - AAA is a horrible company

  Business Response

  Date: 09/09/2022

  In regards to ************** BBB Complaint ID ********:
  
  On August 20, 2022, at 5:19 pm, the member called AAA ********** to obtain a tow for her disabled motorhome and boat trailer located on the highway in a remote part of ****************. After approximately 90 minutes of attempting to find service, our dispatch team contacted the member to let her know we could not accommodate her tow at that time. Unfortunately,we cannot fully predict when emergency service is needed by multiple members and resources may not be immediately available. She was given the options to pay for service commercially and apply for reimbursement consideration through her home club or call AAA ********** back the following morning to see if we could provide the service.
  
  The member called AAA ********** again on August 22, 2022, from a campground in ********, **********, and requested a tow over 200 miles for her motorhome. Dispatchers attempted to find service within our network, but regrettably, we were not able to locate a provider that could do the tow. The member was again given the option to hire commercial service and seek reimbursement consideration through her home club.
  
  In reviewing the calls related to the members complaint, we have determined that while all the information provided was correct, our agent could have handled the call with more professionalism on the 20th. A report was given to their direct supervisor for additional coaching. Unfortunately, the members vehicle disablement occurred in an area with limited resources, particularly for long distance tows. AAA ********** is very sorry that we were unable to provide this service. The members home club has been notified of the incident so that they can assist in finding the best resolution for this complaint. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17795258
  
  I am rejecting this response because:

  
  

  This is unacceptable to me.  We pay for Insurance and a Tow Truck should have been provided.  We were refused and left stranded on both occasions. A call was made on the 2nd occasion, Monday August 22nd, at 10AM.  We were in ******** ** a town of 340 which is small, but ****, a city of almost **** is only 1 hour away. We had to call a Tow Truck ourselves in ******** ** which is only an hour away as well, a town of *****. If Triple AAA does not have towing companies contractors in ******** and **** they should not be advertised as providing a Tow Service.  I can understand Sat Evening may be an issue but I called 10AM on a Monday! 

  
  

  AAA left two seniors stranded.  My husband has a heart condition and I am prone to ulcers due to stress.  We are working with BCAA on a resolution but an apology is not acceptable.  We should have been helped.

  
  

  And in professional opinion, the 1st agent needs more than coaching. He made a stressful situation unbearable.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 called in a few months ago when I received my new cards. When I noticed my member date was updated to the current year 2021. When I called in customer service told me a mistake was made and they restarted an account brand new and that is why I see a different member since the date. I have been a member since ****, not 2021. I have come to terms with losing my date, but this is where everything took a turn. I tried to log into my account a few days ago and could get in. I checked my bank account to see if something went sideways again. I have paid every month Aug 22 *****, July 21 ***** Jun 29 *****. So, I called customer service they told me I somehow have a balance of ****** I was in an emergency, so I paid it. I told customer service that I have a different credit I want to use besides the one on file. A few moments late customer service stated that its been processed. I said with what?? She said with the card on file. I then explained again that I didnt want to use the card on file, and she said oops I forgot. continue to 2nd email Since the accounting department was closed, I had to call back the next day. I called back in the morning and got the card mishap taken care of even though it will take 10 business days to get my money back I was very polite to the customer service agent. I called in the afternoon after work to get my car towed. It was located at an apartment building and was unable to start. I had to get it home for a mechanic to look at it. I used roadside assistance and 89 minutes after I put in a request, I get a text that your dispatch considered this a courtesy tow. After all the ** I just went through throwing my money at you, the patience I had with your customer service agent, and their mistakes. I get told this. My car broke down at one place I need a tow to get it to a mechanic and I cannot. ?? I had to pay ****** to Dicks towing plus the money I paid to AAA- please see document below for full story.

  Business Response

  Date: 09/08/2022

  In regard to ****************** BBB Complaint ID ********:
  
  To address ****************** concerns about being a member since **** we were unable to locate a membership with the same name, birthdate,or address that was started in ****. That does not mean to say she was not a member since ****, this means we cannot find a primary member with those credentials,and she may have been an associate on a membership that was started in ****.
  
  **************** purchased a membership in July 2021 and selected a monthly payment plan, of which she only paid two payments. In June 2022, she purchased a new membership and selected a monthly payment plan, of which she only paid three payments. Unfortunately, our membership system did not identify the second membership in 2022 as a duplicate and **************** was billed for the remaining balance owed on both memberships. When she called the call center in August 2022, we were able to correct the duplicate and provide a refund. Per ****************** request, she asked for the payment to be made on a different card than the one she used in the original payment and subsequent refund,and we complied with this request. We have refunded all outstanding payments on both of the credit cards of her choosing and cancelled her membership.
  
  We apologized to **************** as our online system should have initially flagged the membership as a duplicate. Our customer service representatives have been provided with additional training on managing this type of request and our online developers have been made aware of the system issue so that we can have better safeguards in place to prevent this from happening again.
  
  Respectfully Submitted,
  AAA Washington

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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 am a member of AAA ****************** and have been for 12 years. This year I decided to switch to a monthly payment plan instead of once a year. July 28th, I called to do so. They made the switch for me and at that time charges me the "first month's premium which they said was for July. I reminded them that I had already paid July in my yearly payment for last year so I imagined the payment would be for August. I called a few days later to see if that was indeed the case and they said no that payment was for July and the August payment would be deducted August 20th. (Their program requires you to have automatic deduction whether you like it or not). I reminded them that I had already paid for July so could they do a credit or a refund or whatever they do in these situations and they said no, there was no way to do that in their system. The phone call ended because there was "nothing they could do...." Is there anything that can be done?

  Business Response

  Date: 08/18/2022

  
  In regards to **************** BBB Complaint #********:
  
  When ************** called on 7/28/2022 his membership had indeed been paid through July.When paying annually, dues are collected in advance of the membership period.Renewing with the Monthly Payment Plan splits the annual dues into monthly payments, and it starts one month before the new membership year. With *************** membership, which expires at the end of July, the Monthly Payment Plan started in July (for August) and will continue through June. We are sorry that the agent provided incorrect information and we will follow up with that team.We would be happy to answer any questions at ****************.
  

• Initial Complaint

  Date:07/21/2022

  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 AAA to come fix a flat tire on thursday, July 21, at 9:36am. I spoke to a service representative and asked to have them come fix the tire. They told me that they had no one available to do it, and that I should call back later in the day to see if someone might be available.I have been paying AAA about $200 / year for 20 years, and they refused service. I spoke to a manager, *******, who reiterated that they did not have any tow trucks available, that they had 15 people in line for emergency service, and because my car was in my driveway, it did not qualify for servcie. They could not send a tow truck to have it towed.this is exactly what I pay for. They are willing to take new memberships, but not to provide servcie when it is needed. they literally would not even schedule a time to do it later, telling me I should just try calling back later.

  Business Response

  Date: 07/27/2022

  In regards to ************** BBB Complaint # ********:
  
  On July 21, 2022, ********************* contacted AAA to get a tow for her vehicle from her home to a repair facility.Unfortunately, due to extreme call volumes in the ******* area, we were limiting service to roadside emergencies and were unable to assist her. On occasion, requests for service exceed our capacity and we prioritize service based on the safety of members. As this complaint was the first we had heard of her incident, we reached out to ********************* by email to discuss the situation.
  
  ********************* has acknowledged our apology for the lack of service and is satisfied with the resolution we proposed. She has also been advised of contingency options if we are unable to meet our usual service standards. We appreciate her bringing this issue to our attention and look forward to continuing our relationship with her in the future.

  Customer Answer

  Date: 08/03/2022

   
  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,
  
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