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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Transaction 9/29/24 I paid $469. for an emergency tow from ******************** called by Mass State Police I broke down on state rte 93 north in the left hand passing lane - my car lost power and I was stranded. The state police pulled up behind me, thank goodness I explained to the officer I had AAA and the officer advised due to nature of the location it was a hazardous situation and he had to call an emergency tow that I could not call AAA. The emergency tow arrived in 10 minutes and towed my vehicle to my mechanic. I mailed a tow reimbursement to AAA on 10/5/24 and received an email today 10/17/24 from *** ****** at *** advising they are denying my reimbursement because I did not call AAA. I responded and explained in detail the nature of the breakdown and the Mass State police not allowing me to call ***,*** ****** responded the claim is still denied - I have been a AAA member since 2005 and feel this decision is unfair and I should be reimbursed for the tow due to the emergency circumstances
Business response
10/17/2024
I write in reply to this concern. We will contact the member directly to discuss.Initial Complaint
10/16/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am a subscriber of AAA (#**********). I had my car towed on 9/3/24 and requested a reimbursement for the tow as I could not use an *** affiliated tow company because I was on a parkway. I paid out of pocket a tow bill of $177.52. There was $157.50 for tow, $6.30 for 4% ** fee, and $13.72 for tax. *** is refusing to reimburse me for the tax I paid and the ** fee. I talked to a representative on the phone and was denied reimbursement. I feel I should definitely be reimbursed for the tax. If *** paid a tow company to come they would have had to pay tax, so how is it not a reimbursable cost?Business response
10/18/2024
I write in reply to this concern. These are fee's that *** does not cover as stated in our Membership terms,Initial Complaint
10/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
AAA left me, my sister and my neice stranded in the middle of nowhere **********. It too k them hours to locate our accounts and it is now after dark and the cant conform a tow truck is coming. The businesses around us are closing if our bodies end up in an unmarked grave it will be AAAs fault.Business response
10/13/2024
I write in reply to this concern. We will contact the member directly to discuss.Customer response
10/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not heard from them.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,**** ****
Business response
10/17/2024
We left a message and followed up with an email . We will contact the member again.Initial Complaint
10/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
*** handled my roadside assistance request terribly. I stuck in the road and they sent their contractor absolutely unequipped. AAA was supposed to tow me but arrived on an SUV. Then they attempted to jumpstart my car incorrectly which burned down my brain new car electronics. The worst part is the reimbursement request process. The only way AAA accept the reimbursement requests at this time us by mail to *********** location. And it seems like they have a ********** going in with ****... Otherwise, how one could explain that my 2 attempts to send the reimbursement requests by mail went nowhere. **** simply doesn't deliver it to AAA....it is mysteriously stuck and lost somewhere in ************ *********** distribution center... And I cannot find a way to escalate this issue with AAA. All they have to do is to provide any of their email address so I could scan and email my reimbursement request but they are giving me hard time.Business response
10/13/2024
I write in response to this concern. We will contact the member to discuss.Customer response
10/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dear BBB, please don't be decived by the answer provided by ***. Please keep this case open until AAA REALLY CONTACT ME as promised but more importantly - RESOLVE THE ISSUE. THEY MUST PROVIDE A VALID SOURCE OF DELIVERY OF MY REIMBURSEMENT REQUESTS. NOR THE FAKE *********** location which mysteriously NEVER RECEIVE MY REIMBURSEMENT REQUESTS. Meanwhile, I am wasting money on postage - the 2(two) certified mailing attempts went NOWHERE. I am. Convinced that *** and **** have a shady business to deliberately NOT deliver AAA customers reimbursement requests!!!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
10/17/2024
We did contact the member via email: we will reach out directly.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/31/2024 *** dispatched a contractor Prospect St Autobody to change the tire on my 16yr old sons 2004 ***** Silverado. They changed it in my driveway, on a beautiful evening. 25 days later that same tire flew off while he was driving it causing significant damage to the truck. Customer relations told me to send them the information including pictures and insisted I take it to be diagnosed. They then proceeded to deny any responsibility for prospect street auto body and told me the truck was old and some of the damage would have happened anyway. They also feel that the number of days that went by somehow means they are not responsible. My son drives that car to and from school. Less than 20 miles was added to that truck between when the tire was changed and when it flew off. What seemed to me a pretty simple problem showed me that even after 20years of business *** does not stand with their customers or behind the work of the contractors they dispatch. They have not left me with having to pay for the repairs of over ***** and it is 100% the fault of the person who didn't tighten the Lugnuts. All four Lugnuts were missing after the tire flew off and nothing else was damaged.Business response
10/10/2024
We write in follow up to you regarding your claim for damage as a result of the tire change requested August 31, 2024, which was provided by *********************.
As we include in our Membership Terms on *******. .In some cases, we utilize independent contractors to provide Roadside Assistance and cannot control the manner in which those independent contractors provide Roadside Assistance. Accordingly, we are not liable for any claims, damages, causes of actions, suits, or demands ("Damages") arising out of any act or omission of our independent contractors. All Damages are the responsibility of the independent ************* the event of a dispute between you and an independent contractor, we may assist by mediating the dispute but are not responsible for the actions of independent contractors.
We attempted to mediate this claim between member and *********************. Our ***************** team reviewed the photos and estimate you provided. The estimate for $2,045.61 includes ball joint, studs, nuts, fender, used wheel and alignment. The photos show the body damage rotted/rusted, meaning it was in need of replacement prior to service. Based on the pre-existing condition of vehicle, and the 25-day time lapse from the initial tire change, we are unable to mediate this claim.
Although we understand that this claim was not resolved to member liking, you may wish to pursue this further through other arbitration or mediation services.Customer response
10/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
AAA states they attempted to mediate this claim, but in reality, what they did was lead me to believe they were going to help and then did absolutely nothing. I sent the photos the day they asked me too. They said they could not mediate anything until they saw an estimate. That tells me they were only going to help up to a certain amount of money. While my truck is old, it was not in need of these repairs until the tire flew off the truck while my 16yr old son was driving. The tire that AAA had changed in my driveway. They also blame a time lapse. This truck is not driven every day, and when it is driven it is to school and back which is less than two miles. Had they checked mileage it would have been less than 20 between when the tire was changed and when it flew off. To deny ANY responsibility for ANY of the damage is immoral and wrong. Regardless of any rust we can agree that when the tire flew off and shattered the plastic housing, that damage was not preexisting. Liability should not be based on the amount of damages. To think you don't even owe for an alignment after having the wheel fly off my truck is absurd. I asked them to tow my car to a AAA approved facility and they could assess the damage, but they insisted that I use one of my own tows and do it myself. After having me jump through hoops, they chose to do absolutely nothing for a customer who has been with AAA for over 20 years and just signed my son up as well when he got his license. For *** to not stand by their customer, when a simple tire changed turned into such a mess, luckily not injuring anyone, is bad business. If an elderly person falls in a store due to negligence...,are they allowed to say they were old anyway and those bones were due to break anyway? I have since cancelled my remaining membership and will never do business with AAA again. There are plenty of roadside assistance company's to choose from now and I will bring my business elsewhere.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
10/17/2024
We attempted to mediate this claim between member and Prospect St Auto Body. Although we understand that this claim was not resolved to member liking, you may wish to pursue this further through other arbitration or mediation services.Customer response
10/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
After 20 years of business, I will never utilize your services again. Luckily for myself and everyone I talk to moving forward there are many other options for roadside assistance.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
09/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On September 23, ********************************************************* ***. The course would not allow me to proceed after the device I was using was deemed incompatible with security verification methods (voice recording). I was forced to re-purchase the same course for ***** usd. I re-purchased on September 24, 2024 and was locked out for a verification quiz and unable to proceed with the course unless I re-purchased and re-registered. As a *** member I believed that this course was reputable and fair. It is neither. Ultimately, I ended up completing my defensive driving course certification with another company (****************************************) for less money.Initial Complaint
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
AAA Northeast is refusing to provide a prorated refund for my membership, even after I explained to them I no longer own or lease care with which to take advantage of their membership.Business response
09/23/2024
We write in reply to this concern. Member would need to contact their home club, *****************Initial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4 times my family needed roadside assistance and ALL 4 TIMES the amount of time AAA gave before someone could get there was ridiculous and unacceptable. All 4 times they said "they'll be ther in an hour" and All 4 times it took at least 4 or more hours. In fact, 1 time it took 2 days before they could get someone to tow my car to the nearest dealership. THAT IS UNACCEPTABLE AND TO ME A BREACH OF CONTRACT!! They never said it was going to take as long as it did and they make you pay for a year in advance because once they get paid they can do whatever they want.That is clearly what they did here. NEVER AGAIN. They were never this bad. Their service is an F- and they should have some kind of suit brought against them for FALSE ADVERTISING.Business response
09/23/2024
I write in reply to this concern. Member would need to contact their home club, *****************Initial Complaint
09/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a new insurance plan in June of this year. Despite my new insurance agent sending the proper notification letters (multiple times) and myself calling many multiple times, AAA will not cancel my policy and issue me a prorated refund for the insurance period I did not need, I am currently paying for two car insurance premiums for absolutely no reason,I have documentation of the letters my agent sent, e-mail records from myself trying to cancel the insurance policy ad well as documentation of the multiple phone calls I made to try and get this resolved.Business response
09/17/2024
I write in response to this concern. Member would need to contact their home club. *****************Initial Complaint
09/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have requested UNSUBSCRIBE (via email) cease and desist marketing and any other emails/contact from this corrupt company and it's gangster management headed by **** *****, Nilz *********, ******* ****** and all the other paddywhack Mafia bosses there, but they continue to send me unwanted unsolicited fake service offers/garbage. They can't deliver road service and fire tenured employees even when their performance is improving, so why would I want anything from them! Please STOP!!!! I don't deal with crooks and criminals!!!Business response
09/16/2024
We write in reply to this concern. We have opted the individual out of receiving any further solicitations.
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Customer Complaints Summary
351 total complaints in the last 3 years.
110 complaints closed in the last 12 months.