Complaints

This profile includes complaints for American Automobile Association of WI's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Automobile Association of WI

  1701 Deming Way # G124 Middleton, WI 53562-4760

• 

  American Automobile Association of WI

  2285 S. Oneida Street Suite 1 Green Bay, WI 54304-4748

• 

  American Automobile Association of WI

  202 W. Silver Spring Dr. Milwaukee, WI 53217-5043

• 

  American Automobile Association of WI

  3104 S Business Dr Sheboygan, WI 53081-6524

• 

  American Automobile Association of WI

  2900 Deerfield Dr Ste 9C Janesville, WI 53546

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:04/09/2025

  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 am a AAA member (membership #****************) and called roadside assistance in February, 2025 for a tow. During the tow our back bumper was cracked by the tow chain. I notified AAA by calling ************ and at the time was assigned a case number by ***** (#********) and was told someone would contact us about the next steps. After 6 weeks of voicemails/phone tag with someone named ***** or *****, we were told that we needed to contact the tow company (not sure why she couldn't have left that in a voicemail). We weren't sure what tow company it was, called who we thought it was and the gentleman said he'd contact us to look at the car but never did. So, after a huge lack of responsibility from AAA we are going through our auto insurance and paying the $500 deductible

  Business Response

  Date: 04/24/2025

  We spoke with Ms. ***** on 4/21/25 via telephone and the matter was resolved to his/her satisfaction.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/2024 I was charged ****** for a AAA renewal for 2025. On 12/6/2024 I called to get it refunded so I can use my employer code to get a discount as offered thru my employer. I was told it was going to be refunded. However, it was not. I called back 12/18/2024 and was informed it is a requirement as of 2022 to have the AAA roadside assistance in order to get the insurance unless you were on the old system. I was informed I would've been on the old system had I had insurance with them prior. I infact have had insurance with them along before 2022. Therefore I should have been on the old system. Was also told that if people were on the old system they are not required to have and pay for the AAA roadside assistance. This is frustrating as I did have insurance through them. I want refunded and my insurance to remain as is. In addition 4 years ago, I and another individual watched someone back into my vehicle. I filed a report with the cherries department and called AAA insurance. The claims representative told me I'd have to pay my ****** deductible and after 3 years if the person doesn't pay they themselves will take them to court and I'd be refunded the ****** deductible as it was considered a hit and run. This person was located yet AAA had done nothing!!!

  Business Response

  Date: 01/02/2025

  Good Day BBB.?We thank our policyholder for sharing this experience with ********* Insurance Association and apologize for the inconvenience described.? Issue: Membership refund not received by member of $164.00.  Member is also requesting information about a claim that occurred 4/13/21.  Resolution: As of 12/18/24 a credit card refund has been processed.    In regard to the claim, we suggest reaching out to the claims adjustor.  We have forwarded your concerns to that department for further review.   We are asking the member to respond an agent to avoid any other issues.   Thank you and best regards, AAA-The Auto Club Group.
  

• Initial Complaint

  Date:11/19/2024

  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.

  In August I called to update the card on file for the auto pay. They asked for the new card info and told me that my husband would have to sign an *** Authorization form that would be sent from *****. Didn't receive the form so I called them again and they sent over a new form. Later that day we received the original form that was sent the day prior so I called to verify that the original form was still valid. The rude lady I spoke with told me that the form would still go through and then I asked if I needed to make a manual payment since it was so close to his due date and she said no. End of September (almost October), we receive cancelation notice with an overdue amount AND a premium increase. When I called I was informed that the increase was because the auto pay discount was removed since they never received the *** form. I also asked how they could have taken the payment for August if they didn't have the *** form and they told me they always take the first one contingent on you sending in the form. I then spoke with another lady and she had me send proof that the form was signed before the date it was due and said she would send it to the processing department to have them adjust it (there was also a $15 late fee we never should have gotten). She also had my husband sign another *** form and I was told that I didn't need to make a manual payment for October, it would go through. I called again since we didn't hear anything back and the man I spoke with talked to the billing department and told me they were going to backpay through August and I would see the payments going forward adjusted back on our account. I then asked why October's payment wasn't taken when I was assured it would be and he said the *** was too close to the due date so I had to make a manual payment. As of right now the payments have not been adjusted. Total 6 month cost should have been $795.05, but it's on track right now to be $867.41.

  Business Response

  Date: 11/21/2024

  Hello,

  There was an unsigned eft form uploaded on 8/10/2024. A signed *** form was not uploaded as requested in time. Form is dated for 08/14/24 and uploaded on 10/02/24. **** sent does advise discounts may be removed if document is not received in time. New signed *** forms are required every time payment information is changed. Discount will pick up at February renewal. 

  AAA-The Auto Club Group

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Attached is the signed form that is dated and the confirmation email that was not only sent to us proving the form was signed before the 8/24 deadline, but it was apparently also forwarded by ***** to one of your reps. ** you guys didn't receive that form for some reason, that is a problem with your system, not by any fault of ours. And if this confirmation email was sent to your employee, how did you guys never receive it? The reason you see a signed *** form in October is because we had to sign another one, which was explained in my initial complaint if you had read it thoroughly. There is no way we should have ever received a late fee, a missed payment, or should have lost our auto pay discount. This needs to be fixed now.
  
  Regards,
  
  Heaven ******

  Business Response

  Date: 11/25/2024

  Hello,

  Yes, we show EFT form but wasn't received by the due date of 08/24/2024.There were several reminders sent due to not receiving in time.  Not sure if it the agent didn't receive it or not. There is no way to tell if she /he didn't receive it. Unfortunately, the discount can't be reapplied at this time.

  AAA-The Auto Club Group

• Initial Complaint

  Date:10/12/2024

  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.

  In March of 2024 I added RV roadside assistance to my current AAA auto plan. On 9/27/24 I had a need to use this roadside assistance and called AAA to implement such. The issue was a slow leak in one of my RV tires. I asked if AAA could send out a mobile tire service to fix my tire. Their response was no and that they could only fix the tire if I had a spare that a service person could install for me. Since I didnt have a spare...most RV's dont carry such...I asked if they could tow the vehicle. They said yes as I was within the 100 mile limit. I said OK but then they informed me they could only take one passenger back with the the towed vehicle. Since there were two of us, I asked what I was suppose to do if only 1 of 2 people could accompany the towed vehicle. They said I would have to make my own arrangements.Hearing that I decided not to use AAA service and found alternate means to get my vehicle serviced. I also decided that since AAA did not cover the items, in a manner which I thought they would when I bought the insurance, I would simply cancel the plan and ask for reimbursement for the remaining 6 month of *********** I called the office and explained my desire to cancel my remaining policy and ask for reimbursement. They told me they could not reimbursement me the remaining amount and that I would retain coverage until March of 2025. After that the coverage would expire. I explained to them that their insurance coverage was unsatisfactory and that I would never consider using it...so it was of no value to keep me in coverage until March of next year. They continued to refuse reimbursement for the remaining 5 months of the policy. I'm simply asking for dollar reimbursement on a policy which I can't use. Most every insurance company will offer monetary reimbursement if one wishes to cancel and insurance policy prior to expiration. Evidently AAA doesnt allow this so this is my complaint. Thank you

  Business Response

  Date: 10/14/2024

  We are sorry they couldn't get your account cancelled as you requested. I have submitted the cancellation for you, with full refund. The refund will be either credited on your card you used, or a check will be mailed. The amount of refund is $200.00. 

  Customer Answer

  Date: 10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22414352, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Daniel Pelgrin
  

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about March 15th 2024 I contacted AAA Appleton and spoke with ******* ***** to be quoted auto insurance for a 2011 VW Jetta. ******* asked me if I had prior insurance 3 times, 3 times I said I did not. He asked me If I wanted to be paperless, I informed him I did not. ******* quoted me a price of $550 for 6 months of auto insurance. I wanted monthly auto insurance billing but he stated this was required due to not having prior insurance. He stated that the terms would change to monthly after 6 months and told me to ignore the prior insurance declaration forms or to leave them blank when applying for insurance and required that I sign all the documents that he sent me in order to activate the insurance policy. Later I contacted ******* ***** on March 20th, 2024 to inquire about the status of the insurance processing due to not having prior insurance, he informed me that his team would take care of it and to simply allow more time to pass. I was charged an additional $264 later due to not having prior insurance, however I was not aware of this at the time because I was not informed of the surcharge through mail as my preferred method of notification against my express wishes. ******* ***** did this in order to conceal the fraud. On September 17th 2024 I was charged $960 for 6 months of auto insurance even though I was promised monthly payments after the initial 6 month period. This left me with $1.77 in my bank account and significant financial hardship as my next paycheck was not until September 27th. Despite cancelling my policy as of September 17th and being promised a refund by September 20th from speaking with a representative on September 18th I still have not received my refund as of September 23rd, 2024.

  Business Response

  Date: 09/23/2024

  Hello,

  The Auto Club Group has received this complaint in our complaint department. A consultant will be assigned to this customer's complaint. Unfortunately, we are unable to give a quick response because we will have to go through our investigation process.

  AAA-The Auto Club Group

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is currently the 24th of September, 2024 and I have still not received the $955.17 refund that AAA stated in writing they would issue to me and that they verbally confirmed would be paid out to me on September 20th, 2024. I also still have not received any offer regarding the $264 that I should not have been charged. I have approximately $1000 in bills I need to pay within the next few days. The business's negligence, delays, and misrepresentations have caused me extraordinary stress and financial hardship.
  
  Regards,
  
  ********* *********

  Business Response

  Date: 09/25/2024

  Hello,

  Per review of policy a refund was issued on 09/20/2024 back to your credit card on file. Keep in mind that it is sent back electronically to your bank, and it could take up 14 business days to show on your account depending on the bank. The increase of the $264 was because AAA didn't receive proof of insurance by March 31st. Due to no proof the policy change in premium occurred. This complaint is still being investigated in our department.

  AAA-The Auto Club Group

• Initial Complaint

  Date:08/05/2024

  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.

  Scheduled a tow the day before I needed it. They were supposed to arrive at 8:30am. No one came or called. After 2 hour wait I called and they said someone would be here within 2 hours. Again another 2 hour wait and no came or called. Finally on the 3rd attempt someone showed up. This company does not have any concept of proper communication when someone is in distress. They offered me $20 for my inconvenience. It's just not enough for the trouble they caused me. In the past when they have messed up they reimbursed me for my yearly fee. I do not call often but every time I have called in the past there have either been extremely long wait times or they send someone that does a lousy job( does not tighten lug nuts etc.) I have filed a complaint with AAA weeks ago and no one has contacted me.

  Business Response

  Date: 08/21/2024

  ************************** expressed frustration over the lack of service, having waited more than six hours for a service he had scheduled the previous day. I offered an apology to the member and provided 160 AAA dollars to cover his renewal on September 1, 2024. The member accepted the offer, and I extended another apology for the inconvenience caused.

  Customer Answer

  Date: 08/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 07/07/2024 I was driving my 2023 ******* Santa Fe and hit a large deer which totaled the car. according to my policy I had Rental car ins in case something like this happened. The agent never explained that I should go to the small print detail to understand what they would pay. He told me that it was up to $1200 or 30 days which ever occurred first. After having the Enterprise rental for 4 days at $38 a day they called and said the car is due back tomorrow. After talking to the ***************** at AAA they said that after the claim was paid they would no longer pay for the Rental. Bottom line is that I did not get what I thought I was paying for, I only have one car and have not found another one yet thinking I had quite a bit of time left on the rental. As of this time I have not received payment for the claim. AAA said it should be in the bank by tomorrow.

  Business Response

  Date: 07/23/2024

  Understandably, the insurance policy is a contract, and all coverages should be read so the policyholder has an understanding of the policy's insuring agreements, conditions, exclusions, and coverage limits. Then if there are any questions, the policyholder should contact his or her agent. This means as a contract, the company is bound by the coverage limitations as defined in the policy and must provide coverage in accordance with the policy that was in effect at the time of loss. The claims department is handling the claim as they should. We do regret any misunderstanding and that you for your feedback. Best regards, AAA-The Auto Club Group

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I have returned the Rental Car but have not received the check as of yet.  I was promised it would be here on Monday July 22nd.  I have no car to shop for another car nor the money I need to purchase one.  Thanks for the GREAT CUSTOMER SERVICE **********************.   NOT!!
  Regards,
  
  *****************

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of Saturday, July 20th, 2024, I phoned AAA for assistance with moving an undrivable vehicle that belongs to my friend. We requested a flat bed because both her tie rod and CV **** broke. Her vehicle was towed to her residence and left in a very awkward spot in the parking area, and is blocking a gate as well as the adjacent parking spot. The vehicle is undrivable. She called the original tow company and they flat out refused to help and correct their error (another complaint will be filed against them on that issue). Upon explaining the situation to the AAA dispatcher, she informed me that AAA is unable to assist me and my friend because the vehicle is not going anywhere. My husband and I have been loyal AAA clients since *1989*! We have only used AAA a handful of times in all those years. And this company is telling us they are unable and/or unwilling to assist us with this! THIS IS UNACCEPTABLE and VERY POOR customer service! Please look at this situation immediately and make this right. We have come to count on AAA to be there for us. And now, when we need them, we are told NOPE, SORRY, WE CAN'T HELP YOU! If my friend's car is still there on Monday night, we expect AAA to make this right and to move the vehicle. We are not asking for a lot here. We have paid all of our annual dues IN GOOD FAITH. Thank you for your consideration.

  Business Response

  Date: 07/23/2024

  AAA provides emergency roadside assistance to our members and any vehicle they are a passenger in. We received a request from ****************** to move her friends vehicle from one parking space to another due to another towing companys (not affiliated with AAA) mistake of improper parking. Unfortunately, this request is not an emergency road service that is covered under the AAA membership. We spoke with ****************** on 7/23 via telephone and clarified the membership policy. We consider the matter closed.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a AAA membership since 2018. On Monday, June 24, 2024 I received a weather alert for flash flooding in my area. I live in a rural area near a river that is prone to flash flooding. My vehicle was destroyed in a flash flood less than 4 years ago. I tried to start my car and no luck. I tried a new battery, nothing. Next, I turned to AAA roadside assistance to have my car towed for repairs and so it would be out of the flash flooding risk area. I used the AAA app on my phone to request roadside assistance at 6 pm on June 24, 2024. The first update I received was an estimated arrival time of 6:25 pm. I was surprised but thankful! This must have been a mistake because several hours later, a tow truck had still not arrived. Because my vehicle is in my driveway, I understood that I would not be a "high priority" since AAA considers this a "safe place". I'm also aware that the tow will not take the vehicle without the AAA car holder present, so I continued to wait. I eventually called AAA to check on the status. I was told nationwide excessive heat was affecting the response time. I noted that it was 79 degrees F here and there had not been an extreme heat event even once this year. I also told them about the flash flood risk. They asked if I would mind waiting until the next morning around 7 am. I agreed as I was tired of feeling held hostage waiting for a truck and the business would be open in the a.m. I already canceled my plans for the evening and took the morning off from work to wait. At 9:27 am June 25, I called AAA for a status update. They said it would be another hour and 15 minutes. Spoiler: it wasn't. I've been assured several times that a truck was "on the way" only to find out that was incorrect and given a new later time. I've now missed an entire day of work due to "delays". It has now been over 21 hours. Apparently, "24/7 Roadside Assistance" means they won't help you until AFTER 24 hours. Can't wait to tell my car insurance company!

  Business Response

  Date: 06/26/2024

  Please forward this complaint to AAA Wisconsin for resolution.  

  Business Response

  Date: 07/08/2024

  We have attempted to reach ********************** on 7/2, 7/5, and 7/8, via telephone and email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my nieces graduation and before leaving realized I had 2 flat tires. I called AAA for a tow and told them I had my child and girlfriend with and they said they would put the order in, however, after waiting for 4 hours I called again and they said they would take care of it, however, after 2 more hours (it was midnight and my girlfriend, child and I were still sitting outside waiting. I finally called my mom to pick us up. When I called back again, while being brought home (2am) the lady on the phone said I thought you were at your home I said no Im not home; I wouldnt need a tow home if I were at home its been 3 days and multiple calls and my vehicle is is stuck where we were broken down. This is infuriating, because, they didnt care that my child was stranded with us and was tired and upset. My mother had to come out at 1 am to get us and drive over an hour and half. Unacceptable. I want reimbursement of the AAA membership.

  Business Response

  Date: 06/19/2024

  We reached out to the member and offered a credit to membership as well as refunding his Entitlement which was accepted.