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

  3430 Oakwood Hills Pkwy. Eau Claire, WI 54701-7698

• 

  American Automobile Association of WI

  4433 S. 27th St. Milwaukee, WI 53221-2101

• 

  American Automobile Association of WI

  21505 E. Moreland Rd. Suite 100 Waukesha, WI 53186-2909

• 

  American Automobile Association of WI

  1125 Main St. Suite 100 Onalaska, WI 54650-2783

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:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered that AAA has a discount for active military, veterans and retired military. I called my local office and they said that there is a 20% discount for new members and then a 10% for renewals. Then they told me that it was only available to new customers. Afterwards I contacted the AAA main office at ************. They informed me that there is a discount but that it is not available to Wisconsin residents. I believe that since they are a national company they should offer the discount to all members in all states. As a Navy veteran I feel that I have earned this discount that is offered to other members but not Wisconsin veterans.

  Business Response

  Date: 07/20/2023

  Dear BBB,
  
  Thank you for contacting AAA. We hold customer satisfaction in the highest regard.

  A member of the *** Member Relations team has reached out and spoken with *********************  As a result, for the discount pricing confusion, *** has offered ******************** a one time courtesy of $20.00 AAA Dollars to be applied to his 2023 AAA Membership renewal.  ******************** advised he appreciated the resolution, and we consider this matter to be resolved.

  
  Sincerely,

  
  *** Member Relations 

  Customer Answer

  Date: 07/21/2023

  [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:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have been members of AAA for over 12 years. My husband had a tire blowout on Wednesday, and called AAA for roadside assistance. He was told they were sending someone, and asked for his location, which he gave, and was along a major US highway. AAA then sent him a link to verify his location on ***, which he did. After over an hour, in 93 degree heat, no one came, and he contacted AAA again to get an estimate for his assistance. The AAA rep was very rude and told my husband he "didn't give good directions", which was ridiculous since he was on a major highway and had the correct *** link. After waiting for over 3.5 hours, being repeatedly told by AAA someone was coming, he ended up accepting other assistance. We never heard from anyone at AAA or checking to see if help had arrived. When I called AAA about this, trying to cancel our membership and get a pro-rated refund, the best they would do, even after escalating it to the 2nd "supervisor", was to apply "AAA dollars" in the amount $110, that go towards our NEXT membership!! We were not allowed to cancel our membership, and their only solution was to give the AAA dollars that could be applied to membership again! We had AAA for the roadside assistance, as it really doesn't make a difference anymore in hotel costs, etc., but after several situations where help took a long time coming, we are done. This last incidence was the worst, and their rep was rude on top of it. Waiting 3.5 hours in the 90's degree heat, being repeatedly told help was coming when none did and no follow up is not acceptable and we are done. I would include a screenshot of the *** link they sent that showed his location, but AAA has now removed it. Our car insurance covers towing and assistance, and we will be using that from now on. Very disappointed and have heard similar stories from other AAA customers as well. AAA needs to do better, or they will be out of business.

  Business Response

  Date: 07/19/2023

  We have attempted to reach ************* on July 19th, 2023, via telephone/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:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aaa no providing estimated tow times and demanding we stay with the vehicle even after we have an 18 month and need to get her home. We arranged alternate transportation to get her home and still they demanded we stay with the vehicle.

  Business Response

  Date: 07/06/2023

  This is a member of AAA Wisconsin please forward to them for handling

  Business Response

  Date: 07/14/2023

  We spoke with *************** on July 14, 2023 via telephone and this matter has been resolved.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible customer services .. very rude and I want something done. I want an action plan after a look at all the calls

  Business Response

  Date: 07/26/2023

  We have attempted to reach ***************************** on July 25th 2023  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.     

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  NO CALL RECIEVED
  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,
  
  *************************

  Business Response

  Date: 07/31/2023

  We have reviewed all call recordings regarding **************** roadside assistance requests. As outlined in our membership handbook on page 43, ************** is allowed 4 roadside assistance requests per membership year, which he has exceeded. We attempted to reach *************** on July 25th, but he hung up on our team member. We called him back that same day and left him a voicemail with our contact information. At this time we consider the matter closed. 

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  Every time someone reached out, if they even did reach out, they are calling in the times I am at work and cannot answer my phone calls. I have lefta voicemail on the person phone who gave the information about, but her voicemail stated she is out of the office until august 8th. 
  

  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,
  
  *************************

  Business Response

  Date: 08/03/2023

  We have reviewed all call recordings regarding **************** roadside assistance requests.As outlined in our membership handbook on page 43, **************** is allowed 4 roadside assistance requests per membership year, which he has exceeded. We attempted to reach **************** on July 25th, but he hung up on our team member.We called him back that same day and left him a voicemail with our contact information. At this time we consider the matter closed. 

• Initial Complaint

  Date:07/06/2023

  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.

  Received letter of non-renewal, called number given and was told they can see letter was sent but they can't see why our acct was investigated or why they are saying we can't renew... The agent said I can read handbook but no reason is in there... She stated there was no one above her, she had no supervisor... I am most upset about this as we should be given notification/reasoning as to why as we pay for our membership... And when we have had to use this roadside assistance- we had to wait several hours and call more then once for the service... The agent I spoke to just continued to tell me the same thing- she could not see any reasons and I could look at the handbook.... Again, if I am paying for a membership, I should be told why I am at fault of losing a renewal....

  Business Response

  Date: 07/06/2023

  Dear BBB and ***********************,

  Thank you for contacting AAA regarding your recent customer experience and inquiry on your ********************** Membership non-renewal letter. 
  We do apologize for your recent interaction with a **************** Representative as we aim to uphold customer satisfaction in the highest standards. 
  AAA - The Auto Club Group (ACG) reviews membership data and carefully examines the types and frequency of road service requests received from its members. In cases of disproportionate use of services, ACG may elect to non-renew a membership pursuant to the terms of the AAA Membership Handbook, found at AAA.com, which states:
  
  We reserve the right to reduce service, downgrade your membership type, impose surcharges, charge additional fees at renewal, or non-renew any membership for any reason. By way of example,we may decide not to renew your membership if Management determines that renewing could be detrimental to other members or disruptive to the operation of the club, where the expense to the Club from your membership benefits exceeds revenue collected or where the membership has an adverse impact on Managements ability to provide membership services. Your purchase or usage of other AAA products and services may be used as a factor by Management in deciding whether to change or non-renew your membership.
  In performing our membership data review, we discovered that the expense to provide membership benefits to your household exceeded the revenue we collected.
  
  Please know that we make non-renewal decisions only after careful review and consideration. As such, ACG takes this action in order to continue to operate efficiently for all of our members.
  
  Cordially,
  
  The Auto Club Group
  
  

  
  

  Customer Answer

  Date: 07/06/2023

  [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.  I appreciate a better explain of things, however would have appreciated notification so we could have tried correct measures and discuss it, rather then being completely terminated...  We did run in to some unfortunate situations which we did need roadside assistance and each time we did have to wait and make numerous calls to AAA.  I think there was some fault on each end and am just disappointed how this was handled by the business .  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/30/2023

  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.

  A pick up of my vehicle was set up. 1/2 hour after scheduled picked came and gone I get a call saying that pickup was NOT going to happen and another one would happen as soon as a driver was set up. After listening to a automated voice 3 times and 2 and 1/2hours had gone nobody called or came to my vehicle, I made different arrangements. Not good to me after 25 years of being a loyal customer.

  Business Response

  Date: 07/05/2023

  We spoke with ************************ on July 5th, 2023, via telephone and the matter has been resolved. 

• Initial Complaint

  Date:06/19/2023

  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've had AAA for approximately 2 years now. Over the course of the 2 years, we've used them about 5-6 times. A few times were great, but we had at least 3 BAD episodes, one of them stranding us on a highway for approximately 5 hours, and one in a tornado (5 hours after we called... We waited over 10 hours and had to get someone else to come). The last episode we had was about 8-9 months ago when our car broke down in *******, ** in a bad area. They wouldn't come get the car unless we left it open with the keys inside... (Thank god it wasn't stolen) and kept changing the time for hours. Again, after being told several times someone was on the way, (over 9 hours) the towing company backed out and nobody was coming, according to the app to follow. Well... They did finally end up coming, at about 3am. Approximately 11 hours after being called and 8 hours after the original promised drop off time per the app. I filed a complaint, and was contacted by a "manager" who offered another free year of service. I accepted. I received an email a few weeks ago that I had to pay to renew my service. I fogured it was just a service charge or taxes. Here its for $110 and they just gave me $50 in credits. That's NOT what I was promised. I haven't renewed my membership yet bc i expect what was promised to me.Now, I filed this 2 weeks ago. A "manager" named ******* called and offered me the year. All was set and great. She wanted me to accept the BBB as resolved. I decided to wait a bit first. Then she calls me 2 days later and says they changed their mind, and wouldn't not be giving me anything. I advised her this was bs, and luckily I did NOT **** the dispute as resolved. She didn't sound happy and hung up. They have refused to answer the complaint. So I will keep filing complaints until they do what is right.

  Business Response

  Date: 06/06/2023

  We spoke with ***************************** on 06/06/2023 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 06/09/2023

  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.
  
  This is a total lie. ******* called, offered me the year that I should have gotten, then called me today and said oops I lied we wont be doing it after all. They do not follow up on what they say, they lied. She just wanted me to hurry up and accept this as resolved before she KNEW she was lying, luckily im not that stupid. AAA can F off. 

   

  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 06/20/2023

  ******************** was provided a free membership for her 2022-2023 membership year. On December 5, 2022 she was offered a $50 appeasement for her 2023-2024 membership on a separate BBB complaint, which was confirmed by our call recordings. ******************** was not offered a free membership during that time. The $50 credit is still available should ******************** decide to renew. 

  Customer Answer

  Date: 06/20/2023

  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.

   

  You're LYING!! I know what was said and have the conversation RECORDED for you to listen too!!! The free membership from the year before was because y'all left ** STRANDED on a major interstate for 4 HOURS without calling a tow and when you did, YOUR AGENTS gave the wrong location and kept telling us to wait! Check your records LIARS
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had gotten into an accident and had to leave my car. I called AAA the next night (about 3am), to please tow my car to my apartment. They were completely pleasant and it was no problem. I had fallen asleep, when I woke up there was still no car. I called and they said I was next on the list. The lady told me that the tow driver from the night before was done with work at the time of the call and failed to transfer it to another driver. Ok, good thing I wasn't stranded on the side of the road! The entire day went by, I got called periodically telling me they had a "high call volume..." I ended up having to call again. It was about 9 pm, and the lady on the phone told me they had tried calling me and I had no missed calls! They told me numorous times that I didn't have to be with the vehicle. She told me the car would be there by 11:45pm. That didn't happen. I was finally told that I could get my car towed by a different company and they'd reimburse me, but I didn't have the money to pay for it! That's why I have AAA in the first place! I already paid for the membership and shouldn't need to do that. I was pretty upset. After the third night of them not assisting me, my car ended up getting towed by the city or county because it was on the road unattended for too long. It was going to cost over $500 to get it out, $55/a day after that!!! Obviously, I couldn't afford it. I called AAA to see if they could get my car out and the man refused. I told 3 different employees my story and they felt terrible. The "manager" or "supervisor" was so rude. He told me it was "your vehicle, your responsibility!" I couldn't believe my ears. He was so incredibly rude and the opposite of helpful. I will not use AAA ever again. They have gone downhill. They used to be amazing, now they're trash.

  Business Response

  Date: 07/14/2023

  We spoke with **************** on 07/07/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for ****************.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The passenger front ball joint of my vehicle failed on Monday (2/27) at 8:35 AM. Car could not move from the middle of the road. With three functioning wheels, it could not be pushed off the road.8:42 AM - I called AAA. The outgoing message directs me to go online to arrange emergency service. I do that.8:56 AM - get a text confirming my road service request 8:56 AM - I get a text telling me service will arrive at 9:53 AM 11:09 AM - No one has arrived yet. I call AAA. The operator tells me that she's sorry, the towing company isn't coming. She will have to talk to dispatch. She returns to the call to tell me,"someone will call me".11:28 AM - I'm thinking "someone will call me" means they will call in a few minutes to update me, so I call back. I talk to an operator who will look into it.12:20 PM - I call ********* towing and they say they can be there right after lunch.1:15 PM - The towing company that I called arrives within an hour. I'm pretty competent at arranging towing service.3:19 PM - after zero contact from AAA (no phone call, no text update) a tow company calls me to tell me they are 15 minutes away. I apologize to him and tell him his service is no longer needed. The car is no longer at that location.I'm not sure what is worse - A) that I got no updates telling me the 9:53 estimate was not correct (I had to call to find that out), B) that I heard nothing from AAA after 11:35 AM and was stranded with no idea when someone may be coming (I think that's the part the police dislike the most), C) that I would have been stranded for 7 hours on a relatively normal day (rainy, but not snow), or D) that I have been a member for 27 years, pay $179 per year for this service, and this is how I was treated. I did get reimbursed $110.77. I would like the additional $47.48 I paid for towing and free AAA membership going forward (or reimbursement for 27 years membership fees)

  Business Response

  Date: 06/28/2023

  We spoke with ****************** on June 28, 2023, via telephone and the matter was resolved. 

  Customer Answer

  Date: 06/29/2023

  [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 the bare minimum, but satisfactory to me.  They have not done anything to make me believe that service will improve and leave me questioning whether this service is worth the membership fees.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of AAA for a few years now and have not needed there roadside service until the very first time yesterday. On June 15th, my wife and I were coming back from the airport and my truck broke down around 10:30 AM. The water pump blew out so my engine was not getting coolant so I had to pull over immediately and luckily we were right by an off ramp. I put in a request to AAA to get a towing service which is part of my membership. I got a text saying the request was being worked on. An hour goes by so I decided to call AAA. They told me my request is being worked on and someone is on there way. They did not know which tow company was responding to it. Some time goes by and I call AAA again and same thing. They claim someone is on there way and will call me shortly. 3-4 hours go by and no one ever called me. I decided to just call a tow service on my own which responded immediately. AAA never called be back. I called AAA this morning, June 16th, to try and cancel my membership and get a refund since I never needed their service until yesterday and never received the required tow service I needed in the roadside emergency situation which is what having an AAA membership is for. They claim they couldn't do that. They even said my request was being worked on still which remind you is almost 24 hours later! The manager I talked to refused to do anything about the situation. He said I was halfway through my membership so there is nothing they can do. I would like BBB help in making this right. I do not think it is right for AAA to do this. They cannot collect on yearly membership money for providing roadside services and then not provide that service in an emergency when it is needed.

  Business Response

  Date: 06/19/2023

  We spoke with **************** on 06/19/2023 via telephone and the matter was resolved to his satisfaction.

  Customer Answer

  Date: 06/19/2023

  [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,
  
  *************************