Business Profile

Roadside Assistance

American Automobile Association of WI

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Complaints

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

Customer Complaints Summary

54 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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:05/20/2024
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.
After waiting for more than 100 MINUTES during a Monday morning to get my car towed at my apartment, I was forced to have my elderly mother drive my damaged car 10 miles away from my apartment to the shop to get it repaired. Im unable to drive right now because Im experiencing a TRAUMATIC BRAIN INJURY due to being hit by a semi on a 70 mph interstate. Was left with no updates regarding when someone would arrive to tow my vehicle. Beyond this point, Im scared to continue throwing my money away to this company. Im worried that if I renew my membership after it expires, I could be left stranded somewhere to pass away due to hypothermia while waiting to be rescued. Am I giving away free money? I feel like Im being robbed. Luckily, Im not asking for my money back now. I take what I mentioned back. I should get my money back or take this to my local news team. UNACCEPTABLE SERVICE!!!!!!!!!!!!!!!!!!!!!!
Business Response
Date: 05/10/2024
We spoke with ************** on 5/10/24 and the matter was resolved.
Business Response
Date: 05/17/2024
Please forward to ********* Group at *********************************** for review/response. ************************************************************
Thank you.
Business Response
Date: 05/29/2024
We have attempted to reach ************** on 05/20/2024, 05/23/2024 & 05/29/2024 via telephone/email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
Date:04/11/2024
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 April 5, 2024, I drove to a local hospital to have a procedure done. As I pulled in front of the doors, a radiator hose burst. At approximately 9:01 am, I called AAA to tow my truck from the front doors of a local Hospital to my home. I told the woman on the line that I went into the building to have a procedure done, and that my boyfriend was at the truck waiting. (the Security Guards wanted it moved) I was then told that they couldn't tow me because I was not at the truck BUT I could add my boyfriend on for $40 and pay an additional fee to expedite him on my plan!! BUT, there would be a 3-day waiting period! What???? It was impossible to be at the truck because of my appointment, and I was being prepped for a procedure. I asked for a supervisor, and she told me the same thing. I had to call Liberty towing and deal with all of this while waiting for surgery. I paid for towing service, and they would not come. Very, very upset
Business Response
Date: 04/12/2024
We are very sorry this has happened, and an exception to allow your boyfriend to stand in for you should have been made under the circumstances you were in. Typically we do require the member to be with the vehicle for liability purposes. I see that we have already reimbursed you the $262.80 for the tow.
Customer Answer
Date: 04/14/2024
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.]

Regards,

*******************************
Customer Answer
Date: 04/17/2024
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.

The $262 that you reimbursed me was from January or February? This one is from April 5th You're looking at the wrong complaint.

Regards,

*******************************
Business Response
Date: 04/18/2024
We spoke with *********************************** on 04/18/2024 via telephone and the matter was resolved to her satisfaction.
Initial Complaint
Date:04/08/2024
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.
My Wife and I and mother-in-law own a duplex together and we have been paying insuarnce with AAA for almost 30 yars, for a single house hold. We decided lasr August it was time to sell and durng the inspection we found a bathroom vent had fallen and created some mold. Since we had insurnace we thought we could use this since we have been paying for it for 28 years would get it fixed. Well of course the insurance does't wanna help and called is shotty work, we feel is just something that happens with age. They declined our claim, which would of been $5000 if approved, Now they are canceling us saying can't verify ********************* in the duplex, which we have given them the info they requested a bill, who wouldn't want to fix there duplex. Saying we only wanted to use insurance to sel the house is dumb if you have insurance why not use it. Then when they dened us I complained on social media and the next thing we know we got a threatening letter we had to fix the mold with proof before renewal. We did that and then they doubled down and are canceling our insurance as of May 2.
Business Response
Date: 04/10/2024
HELLO
UNABLE TO FIND A HOME POLICY OR HOME CLAIM. PLEASE PROVIDE A POLICY NUMBER OR CLAIM NUMBER TO ASSIST US WITH COMPLAINT.
AAA
Customer Answer
Date: 04/12/2024
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.

[I see i need to provide the policy number which would be hom017629345. Claim #*********]

Regards,

***********************
Customer Answer
Date: 04/12/2024
Consumer
Most Recent Message
Date Sent: 4/12/2024 10:05:08 AM
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21544887, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I see i need to provide the policy number which would be hom017629345. Claim #*********]

Regards,

***********************
Business Response
Date: 04/12/2024
HELLO,
PER REVIEW OF THE COMPLAINT. UNFORTUNATELY, DUE TO CLAIMS INVESTIGATION, UNDERWRITING HAS DETERMINE TO CANCEL THE POLICY. PHOTOS WERE RECEIVED AND REVIEWED BUT CANCELLATION STILL STANDS. THERE IS NO PROOF OF OWNERSHIP AND LOSS WAS ONLY DETERMINE DUE TO SELLING HOME. PLEASE CONTACT YOUR AGENT FOR ADDITIONAL INFORMATION.
AAA
Initial Complaint
Date:03/15/2024
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.
shoddy service from AAA/towing company
Business Response
Date: 03/26/2024
We spoke to Ms. *** ****, apologized about their experience and added a credit to their membership.
Initial Complaint
Date:03/08/2024
Type:Product 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.
My Credit Card was charged on Feb 28 2024 for ****** for a " Roadside Assist" Auto renewal. I never received anything the year prior ( a card ) nothing and now I see I was charged a year ago for ******. I called immediately when I saw a pending charge...they said they cancelled and it would just drop off , it did not. I called Again Friday March 1 they supposedly issued a refund, I got an email stating so. Nothing showed up. I called my bank Monday they said wait til Thursday and we would disbute charge. They suggested I call again, so I did. I was told they expedited a refund that Monday and I would have in 3 days. I told them if I did not get it I would contact my bank. Nothing credited back. I called again today they said they " stopped" the refund because i suggested I would contact my bank. Right now they have ****** of which I have nothing to show for it., I never received anything from them .I want a full refund and an apology for the way I have been treated.
Business Response
Date: 03/08/2024
03/08/2024
*************************
**************** GG
************, ** 54017

Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. Our records shows that we tried contacting ************************* at ************ on March 8,2024, but unfortunately,we could not reach her. Our records indicate that ***** joined AAA online for $68.00 on 3/15/2023. The membership cards were mailed on March 23,2023 to ********************************************************. When you join online you are advised your card will be added to your account for automatic billing and You will receive an annual notice about 45 days prior to your renewal date, which notice will state the term of your next membership period and the total dues to be charged to your card. You can manage your account, update your card information, or cancel automatic renewal anytime by calling the number on the back of your membership card or online at www.AAA.com/MyAccount. We did ********************* a refund for automatic renewal on February 29,2024 and the refund process takes take 10 to 15 business days. On March 4,2024 our records show we spoke with ***** and advised we would submit for a rush refund, but due to ***** stating she will be disputing the amount with her bank a rush refund could not be done. If we do not receive a bank dispute with her bank the funds will be release back to the member within the 15 business days.
At this time, we consider this matter resolved.

Sincerely,
Member Relations
Customer Answer
Date: 03/08/2024
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.

[They have NOT refunded me as stated and I NEVER recieved anything. I will settle for the ****** they charged my card here recently. AAA have wasted my time by sitting on hold trying to resolve this matter. They treat " customers" very poorly. I called immediately following them charging my card, the representative stated the pending charge would drop off...it did NOT. I called back and they supposedly issued a refund....they did NOT> I called again got an email stating refund was issued...it was NOT. I then called again 3 days later supposedly expedited my refund. I simply shared my bank suggested if by Thursday I did not have my refund we could dispute it. They cancelled the expedited because I shared what My bank said. You treat people like a number and choose to use other people money ( like mine) interest free) I want a refund and I want it NOW.
Regards,

*************************
Business Response
Date: 03/25/2024
03/25/2024
*************************
**************** GG
************, ** 54017

Re: AAA Membership No. ****************
Dear BBB,

Thank you for contacting AAA. After we received an email stating we did not have a charge back for *******************, we were able to process the refund in the amount of $103. The **** card on file ending in 0037 was refunded the amount of $103.00 as 03/14/2024.
At this time, we consider this matter resolved.

Sincerely,
Member Relations
Customer Answer
Date: 03/25/2024
[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:02/29/2024
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 have a AAA Membership and my renewal fee was due. I accidently paid it twice. I called AAA to get a refund on the 16th of February. I have called nearly five times and each time I am told a different time frame when I should receive the refund. I called today and a rep. told me that it would be 15 days and it did not include weekend. My refund amount is $93.00, and my membership number is: ****************. This should not take a month to get my refund.
Business Response
Date: 02/29/2024

I write in reply to this concern: Member is a member of AAA Wisconsin, and would need to contact their home Club ************. I have also forward this to the member's home club.

Business Response
Date: 02/29/2024
Re: AAA Membership No. ****************

Dear BBB,
Thank you for contacting AAA. We attempted to contact ***************************** via ************,unfortunately we failed to reach him. Our records indicate that the membership overpayment amount was refunded to ****************** 02/28/2024 in the full amount of $93 to **** ending in 4411. We wanted to follow up with member to confirm that the refund was received on ************ end. A detailed voicemail message and email was sent to him explaining this information and verifying that his refund was received.
At this time, we consider this matter resolved.
Sincerely,
Member Relations
Thank you.
Initial Complaint
Date:02/28/2024
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 am writing this complaint today in regards to our homeowners insurance AAA Insurance. ************** is ********, **. Our agent is *************************. On July 27, 2023 a hailstorm came through **********, **; it impacted the whole village. From that evening until today, the damage to our roof is still being disputed. Every home for blocks was damaged, including roofs, siding, windows, etc. Our cars were on our driveway with $10,000 in damage. We had leaking through a light fixture and interior walls. We had three roofing companies from the area all tell us the roof was damaged due to the hailstorm, and we need a roof replacement, not to mention interior work. Our policy indicated hailstorm replacement cost. AAA claims our roof suffered little damage and just needed repair work. We went all these months, while all of our neighbors got their roofs replaced, and still today, we have no resolution. After multiple phone calls, going unreturned, they finally made a payout of 9k, which was not anywhere near the amount the roofing companies required to replace the roof and fix the interior damage; and we had 3 different companies do estimates. Mistakenly, we paid for AAA insurance for 20 years, and trusted them with our property. After being loyal customers to AAA for 20 years, we will probably end up having to fix this ourselves. We would not want anyone else to have to experience this, and would never recommend anyone use AAA Insurance. We would like our roof replaced, as we are still trying to figure out how every single home around us had their roof replaced, but somehow the storm seemed to skip right over ours.
Business Response
Date: 02/29/2024
Hello
Per our response which was also given to the ** **** of Insurance, the insureds did not purchase the **90 matching endorsement. As a result, a partial denial letter has been issued for the matching of the slopes as ACIA is not replacing the entire roof to match. The customer was advised about ACIA's appraisal process as this was disputed due to amount of the claim.
Moreover, we would like to address the insureds statement that other houses in her neighborhood have had roofs replaced due to hail damage. As you may know, many factors come into play regarding a roof's vulnerability to hail. Age, material thickness, ventilation, and layers of roofing are just a few of the factors that affect how a roof will react to hail hits. Therefore, one cannot suppose that one roof is damaged simply because another roof in the neighborhood may have sustained damage.
After careful review, ACIA stands by its decision regarding the damage assessment of claim *********. As a result, full roof replacement is not authorized, and our position remains unchanged. ACIAs claims are paid based on the language in our Homeowners Insurance Policy.
AAA
Initial Complaint
Date:01/19/2024
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.
Refused to provide updates on tow service or even confirm that tow truck would arrive the same day because of high call volume due to "weather." Called multiple times over 3 hours. Clear skies, sun, and 13 degrees in Wisconsin, a cold weather state. AAA rep told me to call my own tow truck if I didn't want to wait "as long as it takes." As a result, it is too late on Friday for my mechanic to take vehicle. I work all week. I now have no vehicle for the next week+ or I need to miss work uncompensated. Service is part of pre-paid membership and this seems a fraudulent practice.
Business Response
Date: 01/23/2024
We have spoken to ****************** and have come to a resolution. We consider this matter closed.
Customer Answer
Date: 01/23/2024
[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:01/16/2024
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 submitted a request for a battery jump around 12:30 in *******, **. Request said there would be someone here around 2:15. During the wait time, I received 2 separate automated calls sharing that a driver was on the way first 82 minutes away then 70 minutes away. Around 2:30 no one showed up so I called AAA for an update. I was told there was no driver available currently, which was crazy because how did I receive 2 calls saying they were on the way. So they suggested changing who was providing the jump and I did. He let me know the time estimate could change but I would receive a call with a live person within 10 minutes of the call. 20 minutes after I received no call I called back and was met with another AAA rep who said they werent sending a driver my way because there is a Winter advisory and they are prioritizing people who could be stranded. Its cold, Wisconsin, definitely get it but why wasnt this said in the beginning nearly 3 and half hours ago at this point. Then I was told to get a Uber and reschedule the day for my car to be jumped. How are folks paying for road assistance and not receiving road assistance. This the second bs situation with AAA, so Im good on it and wont have a membership moving forward. unreliable, lacks communication, and an even further inconvenience to anything already happening with you and your car situation.
Business Response
Date: 01/22/2024
We have attempted to reach ******************** on January 17, ****, January 18, ****, and on January 22, ****, via telephone but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
Date:01/12/2024
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.
Not delivering on agreed upon services, costing me time and financial hardship.
Business Response
Date: 01/12/2024
We spoke with **************** on 01/12/2024 via telephone and the matter was resolved.
Customer Answer
Date: 01/12/2024
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

I am not happy with their empty apologies, there was no excuse for what happened. I lost a days wages due to their obvious inaction, they only sped things up after I filed the complaint with the BBB

*********************
Customer Answer
Date: 01/16/2024
Just forget it, the car has been towed, after my AAA membership expires I will not be renewing it. I'll just have to eat the money I lost on Friday

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American Automobile Association of WI is NOT a BBB Accredited Business.