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Business Profile

Roadside Assistance

American Automobile Association of WI

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roadside Assistance.

Complaints

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

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    Customer Complaints Summary

    • 53 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      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

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

      Business Response

      Date: 01/12/2024

      We spoke with **************** on 01/12/2024 via telephone and the matter was resolved.                                            

      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

    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 12/4/23, my teen age son broke down in IL in our **** Sprinter Van. My husband and I were 8 hours north in ** being inducted into Red Wing's Honor Wall. At 3pm, My son put an electronic request for service in and I called personally to obtain the details of the procedure. My son then called in person as he realized he gave incorrect vehicle information. 2 hours later, there is no tow truck on the way to pick up my son in a vehicle in the dark with no heat. I called and was finally (after verifying no tow truck was on it's way--despite our paying for this service) transferred to a supervisor who stayed on the phone with me for another hour tracking down a tow company willing to get my son. She offered me a $50 compensation toward my next year re-up of AAA for the trouble. I told her that $50 was not acceptable but that I would file a complaint when back in town. 6 hours past the first call, my son was picked up around 9/9:30 and loaded on to a tow vehicle far too small to tow a **** Sprinter. A picture of our vehicle hanging feet off the back of the two truck provided. My son reported that the driver was on his phone the entire tow trip back to ** and the trip home took an hour longer than it should have (maybe because he was driving slower to accommodate a vehicle he had no business towing). My son finally arrives at a shop in ** after midnight and is enlisted (as the customer...a teenage boy) to assist in unloading the vehicle. My son is picked up by a friend and arrived home after 1am--10 hours after the first call. Had we known that he was not going to be picked up timely, left in unsafe conditions, transported in unsafe conditions on a 10 hour ordeal, we could have had him picked up in a couple of hours by someone safe and left the vehicle for the next day or obtained other towing means. We pick the vehicle up the next day to find damage to the wiring harness at the rear of the truck (probably due to being loaded and unloaded on an improper truck).

      Business Response

      Date: 01/08/2024

      We spoke with ********************* on 01/08/24 via telephone and we are working with our member to reach a resolution.

    • Initial Complaint

      Date:01/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Called AAA to install a new battery in my car. Got one put in no problem. Month later car is completely dead. Look under the hood and see the installer didnt tighten the terminals connected to the battery at all. They came off the battery easily. A waste of money and time. This was after I called for a jump on the old battery a week before and they didnt show up after two hours

      Business Response

      Date: 01/08/2024

      We spoke with Mr.  ********* on January 8, **** via telephone and the matter was resolved.

    • Initial Complaint

      Date:11/28/2023

      Type:Billing Issues
      Status:
      Answered
      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 vehicle was towed from my home to a dealership and the tow hitch is still in the bumper and the plated is missing.

      Business Response

      Date: 12/11/2023

      We have reached out and working with ************************ on a resolution. 

    • Initial Complaint

      Date:11/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 put us in a very unsafe situation recently in rural Wisconsin. 2:58pm. Our car dies on the highway. We were fortunately close enough to a side road annd were able to pull into a side road in time before car completely died. It was Below freezing. We were lucky that my in laws lived close enough to come and wait with us because we had no idea what was going to unfold next. Called AAA at 2:58pm and We were told dispatch was going to call us back shortly.About 45 minutes later, a sheriff pulls up and lets us know AAA told HIM we need more info. No text / phone from AAA. We called AAA back but AAA said no we did not need any info.Called them back around 4:15pm. They told us to hang tight and cannot provide any time estimate at this time.Called them back at 4:45pm. It said the request was resolved(???!!!). We had no contact with AAA up until this point. And service was sketchy here but we tested our phone calls - still nothing from AAA. They said we dont know why the call was cancelled. At this point we are done. Absolutely unethical and irresponsible. This is our second HORIRBLE experience with AAA. You should not be in business if you cannot provide the one service we pay you for - and it is an emergency service. We waited out in the cold BELOW FREEZING for two hours, in rural Wisconsin, and wouldve been in a very unsafe situation if my in laws didnt come and wait with us.AAA please get in contact with me. My husband is the account holder.

      Business Response

      Date: 11/30/2023

      We spoke with ********** on November 30, 2023, via telephone and the matter was resolved.

    • Initial Complaint

      Date:11/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      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 

      When the AAA rep called me, she first told me the company could not give reimbursements to non AAA members. I pointed out my sister has been a member for over 26 years. ******* then told me they could not reimburse anyone who didnt make the original claim. More wasted time and phone call. 

      Regards,

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

      officer arranged for the tow to a place 15 miles behind us) and drove us to ******** so we wouldnt forfeit our prepaid room. Ironically, at 2am that morning, I got a call from AAA asking if we were safe. Ultimately we made it home and I submitted reimbursement forms for the tow, the rental car we had to get to drive back to where the car was repaired, two nights of hotel costs and meal receipts from my credit card. In the end we were denied hotel reimbursement and meals, 1 due to my sisters name on the receipt, even though I paid with my card when we checked out, and 2 no meal reimbursements because I did not save original receipts.We have talked to no less than four different AAA representatives over the past years, most recently this August when we were both pressured to renew with the company and each representative was sympathetic and promised a follow up phone call to address our concerns. No phone calls ever materialized and we are out over $250 in hotel and food expenses.

      Business Response

      Date: 11/28/2023

      Thank you for submitting your complaint. This complaint is currently under review by a service monitor. Once the review is complete, we will contact you directly. Thank you for your patience as we dutifully review every aspect of your complaint. 

      Business Response

      Date: 11/21/2023

      We spoke with ********************** on November 21, 2023, via telephone and the matter was resolved.

      Customer Answer

      Date: 12/01/2023

      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 received a phone call/voicemail from ****** on 11/28/23 at 9:50 am. Before returning her call, I carefully reviewed the AAA policies regarding reimbursements for receipts/hotel stays and met with my sister to recollect the sequence of events that occurred and the ways in which AAA did not follow their own posted policies. I returned Tricias call on 9/30/23 and she did not answer so I left a voicemail. As of now, I have not received a call back.

      Regards,

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

      Business Response

      Date: 12/11/2023

      Thank you for posting your concerns. We would like to discuss this matter with you further. We've sent an email to ************************ to confirm the best contact number and time for further discussion.  

      Customer Answer

      Date: 12/12/2023

      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 received a single phone call from an unknown number yesterday which I sent to voicemail. ******************************* left a message and followed up with an email. (the first call since the last call from ****** at AAA on November 26. Here is a copy of 11/26 voicemail.

      Hi this is ****** calling you back AAA when you get this message , give me a call back ***************** Once again, ******************* Thank you

      I replied to above phone message requesting a call back none was forthcoming.

      Here is a copy of yesterdays voicemail: Hi this message is for ***************************** this is ****** calling from AAA when you get this message give me a call back ************ once again ************ thank you goodbye

      Ms. ****** email and my reply 

      Hi ********,
      I apologize for not answering your call earlier, but I didnt recognize the number so I let it go to voicemail. Thanks for reaching out. If you have time tomorrow, you can reach me at ********** anytime between 11:30am and 12:30pm CST. I have other times available after 4pm.
      Please let me know what works and Ill take your call.
      Thanks again,
      *****************************


      Sent from Yahoo Mail for iPad

      On Monday, December 11, 2023, 3:52 PM, **************************** <**************************************> wrote:
      Dear **********************,

      Thank you for your recent report regarding your roadside assistance experience. I have been unable to reach you to discuss the incident you recently reported to us. Please confirm the best contact number and time for further discussion.  

      Sincerely,


      ***************************
      Service Monitor
      Automotive Services
      Phone: ************
      **************************************

      I replied before 4pm yesterday but have not received a reply to my request. 


      Regards,

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

      Customer Answer

      Date: 01/13/2024

      Last communication with AAA was just before Christmas. Agent was going to review audio of my phone call to AAA on date of incident in which emergency agent knew my sister was making non refundable hotel reservations but didnt inform me of requirement to get hotel reservation in my name. Regardless, given the amount of time effort and useless frustration with this process and this company, I doubt I will receive a satisfactory resolution.

      Business Response

      Date: 01/17/2024

      This incident occurred 2 years ago in January of 2022. ********************** has been advised on several occasions that we cannot reimburse for a hotel stay if it was not in her name. She is also no longer a AAA member, and we consider this matter closed and cannot communicate any further on it. 

      Customer Answer

      Date: 01/20/2024

      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. 

      As noted before, at every juncture, AAA failed to provide the services they promised from roadside assistance to advice on procedures in the middle of a road crisis. I never expected them to honor their commitments but felt it was important to share their lack of service and helpfulness.

      Interestingly, in their final comments, they noted I was no longer a member. It should be obvious why that is the case since I received no assistance while I was a member either.

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

       

    • Initial Complaint

      Date:11/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Just after 8pm on 11/10/23 I called AAA Roadside Assistance and was encouraged to submit my request online. I did so, and received a text stating AAA was very busy and I would be notified when service was available. After 90 minutes, I received a text stating the same. This is the norm in the Chippewa Valley since I moved 16 years ago from ***********, where my 30-year experience was consistently good. So I found someone with jumper cables and, at the ************* in *********, attempted to start it myself; I am a mail carrier and needed to work today, and this is the vehicle I use.The jump was not successful and there was no further word from AAA, so three hours after my service request I paid $40 for the 12-mile ride home.I didnt hear from AAA again and was unable to reach a human being by phone, so I went to bed. Upon waking, I had a voicemail from a AAA rep asking if I still need help. The message was sent in the middle of the night, at 2:56 am7 hours after I called.This is how AAA operates out here. Twice Ive been stranded for hours before service arrived after being told help was just an hour away. Once the help arrived several hours late in his own pickup and had no jumper cables! I was stranded at a now-closed drive-in for another 90 min.Sadly, in my 16 years in ** it has only become worse. Last year we needed a jump and were strung along for over 8 hours before finally, incredulously, being told we would receive no help at all because we were at home! My mother first started me on AAA when I got my license in ****, and Ive had it ever since. But the AAA of the past no longer exists. It has become a non-service-for-pay that plays a waiting game until we have no choice but to help ourselves. Thats exactly what Ill have to do now, as AAA requires us to be with our cars, but we cant wait hours on endespecially on a lovely night with no wind, rain or snownor should we be expected to.What a disappointment. Todays AAA is essentially a scam.

      Business Response

      Date: 11/27/2023

      We have attempted to reach **************** on 11/16/23 and 11/22/23 via telephone and email but have been unable to reach them to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

    • Initial Complaint

      Date:11/01/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      [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. As long as the refund is credited back to me in the specified time frame. If I don't receive the refund I will open a new case with the BBB

      Regards,

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

      Business Response

      Date: 11/03/2023

      Dear BBB,


      Thank you for the inquiry regarding the refund of ************************* AAA Membership ****************.
      ************************* joined AAA on 11/23/2022 through the ******** promotion which entitles him to one free year of AAA Classic membership if he enrolls in Automatic billing on his AAA Membership.  On 11/1/2023, ************************* AAA Membership renewed via the Automatic renewal.  Today,11/3/2023, a refund in amount of $65.00 has been requested and will be issued to ************************* in the next 15 business days. 

      At this time, we consider this matter closed. 

      Sincerely,

      ACG Member Relations 

    • Initial Complaint

      Date:10/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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,

      *************************
      updates, so I had to call back again at 9:00 to be told nothing more than they're behind I don't know what to tell you they'll get there when they get there and just deal with it. So now I have no idea when my car is being picked up, nobody is trying to help me, this is why I didn't renew my service with this crappy company in the first place because you guys are terrible. You should not even be in business anymore because this is how you treat people

      Business Response

      Date: 10/11/2023

      We spoke with ******************** on October 11, 2023, via telephone and the matter was resolved.

    • Initial Complaint

      Date:09/19/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Hi, this is the second time I have had to report this business to the better Business bureau. They have horrible customer service and they pretty much steal your money and don't give you services in return. I want a full refund of my subscription that I paid which was about $200 and I also want a refund because I had to pay out a pocket for a battery jump / gasoline and AAA always promises to pay back their customers if they have to pay out of pocket due to not being able to find service when needed. I called and got service within 10 minutes and there's AAA 14 hours later not being able to find service. It's insanity. This is the worst company I have ever paid money to and the worst customer service. I want a full refund of what I paid out of pocket for I have the receipt for that I have sent it in twice to you guys and also contacted the last person that worked with me for the better Business bureau complaint and I still don't have any resolution with this company. This is insanity!

      Business Response

      Date: 09/29/2023

      We spoke with Ms. ***************************** on 09/26/2023 via telephone and we are working with our member to reach a resolution.

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

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