ComplaintsforAAA Northeast

• Initial Complaint

  09/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Subject: Extremely Disappointing Towing Reimbursement Experience with AAA As a long-time AAA member, I am extremely disappointed with the poor service and lack of responsiveness regarding my towing reimbursement request. Here's a summary of my frustrating experience:On July 1st, I submitted a request for reimbursement of towing charges, which AAA confirmed I was eligible for in an email. I promptly provided all the necessary documentation and proof via email within the required deadline, on July 17th. Since then, despite my efforts to follow up, I have received no response.Over the past two months, I have sent multiple emails, left voicemails, and spoken with customer care representatives, asking them to update the ticket raised for my reimbursement. However, as of September 7th, there has been no communication or update regarding my case.This lack of accountability and customer service is unacceptable, especially from a company like AAA that prides itself on supporting its members. I hope AAA resolves this issue promptly, as the continued delay and poor service have left me reconsidering my membership.

  

  Business response

  09/09/2024

  I write in reply to this concern. Member is a member of Club 212, AAA Mid-Atlantic. Member would need to contact their home club. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car Had Auto Claim from AAA. Claim #*********.1) I want have Records of complete details of my claim.2)i want Loss History Letter - Details Of the claim.3)Anything more related to the claim - I needed to get more furthur informaion regarding the claim, as per the "policy of freedom of information - Obtaining my own personal records."I have send sevaral emails to get the above information.i wrote to *****. *******. MS. ** ***** said I need to write to *************************.I wrote to *****************************. She want me to talk to *****. ** *****.Enough of shifting reponsibilities.I want their manager *************************** (Phone #************) or ********************* (Phone #************) - take responsibility and provide me the above requested data for my personal records please.

  

  Business response

  09/04/2024

  I write in reply to this concern. Member appears to a member of Club 252. AAA *****. Member would need to contact their home club. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hit a deer on July 27 2024 and was told I would get reimbursed since you didn't have an overnight driver in *******, ***I sent the receipt multiple times and only got told it was incorrect even though it was itemized and printed. Now you're asking me to renew my membership? For what? No service? I feel scammed out of $216 since I've gotten no responses from you at all! I will tell everyone I know to look for a better company since all you get with AAA is a runaround while you just take money!It's ridiculous that you charge for services you cannot or will not provide. This "business" is a complete joke! The company that towed me was thetford auto and I had a 2018 kia ****** I hope others who read this find an actual company to use and not this scam!Just in case the company tries to say some bull c*** I've attached photos of what they say is acceptable, what the receipt looks like, and a screenshot of the email where they give the runaround. I sent that exact same receipt multiple times! I was told it looks good and to resubmit it only to be told it's wrong! I wonder why? Maybe it's greed! Shameful how this company has fallen from it's good days!

  

  Business response

  09/04/2024

  
  
  I write in response to your concern. it appears that we have received the reimbursement request. This was processed on 8/26. Please allow ***** business days to receive the reimbursement to the address on the membership.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue started with what I believe is a deceptive practice by AAA and their contracted tow companies.I scheduled a pickup for a car. I provided identifying information, including a license plate number, about the car with the assumption this was for ensuring correct pickup. After the car was towed, the company told me that AAA does not cover cars with expired registrations. I was not aware of this requirement and immediately renewed the registration online. The tow company also said this happens at least 3-4 times a day to people and apologized but said I would have to pay the tow fee privately ($825). If this is a required for AAA I find that it is deceptive that it is not made explicitly clear during the schedule pickup.Additionally, the fact the tow company I spoke with (***************, Ashland, **) confirmed that this is not an unusual situation. They received information that the tow wasn't covered at approximately 10:00pm. I originally called AAA at 2:03pm and the car was not picked up until after 8:10pm. Because the car was already picked up, I had no option to opt out of the service and was forced to pay for the tow privately. Had I known active registration was required, I would have either not towed the car at that time or renewed. I called AAA but was told that this was their policy and was offered a small credit to put towards my membership if I chose to renew next year. I find it upsetting and deceptive that I wasn't presented with the requirements for coverage explicitly when I called.

  

  Business response

  09/03/2024

  I write in reply to this concern. We will contact the member to directly to discuss. 

  Customer response

  09/13/2024

  Better Business Bureau,
  

  I was contacted by *** member services on Monday, September 9, 2024, at 3:52pm and informed that my case had been reviewed. The result was that I would be refunded the total out-of-pocket costs I incurred ($825) and will receive a check by main within 7-10 business days. I am pleased that the *** representative acknowledged that I should have had the opportunity to deny service and informed of the requirements for coverage prior to my car being loaded on the tow truck. 

  I am appreciative of ***'s handling of this case and for issuing me a refund of my out-of-pocket costs. I also appreciate the effort but in by the BBB to help resolve matters such as these.

  Regards,
  
  Galaxie Story

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a defensive driving course on 7/21/24. The course had to be completed by 8/21/24. I took the course on 8/20/24 and at the end of the course it stated that I completed the course and that I can pay $19.99 to expedite the completion certificate. When I get the certificate 2 days later it is from when I took the course back in 2015! I called the customer service number today at 5pm and they said it might have been a glitch but since it's past the 30 day time period I have to buy the course again. I am requesting my ***** for the course and my $19.99 that I paid to fed ex my certificate because I don't understand why would someone want an expired certificate from 9 years ago.

  

  Business response

  08/27/2024

  I write in reply to this concern. We will contact the member directly to discuss. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/24/2024 Tow never come to the sight of the break down, waited over three and a half hours when the police had to provide a tow service coasting me $145.00.Tried to contact AAA and only got a run around, never spoke to some one that did what AAA claim to be about.I did get one employee that e-mailed me a refund form, but was never able to contact her again to ask her how to present my invoice.Went to the ****** location, and the paper work was sent in to the person the e-mailed me the refund e-mail Got a phone call from ** but never heard from that location again, the number that she gave was a not a good number

  

  Business response

  08/26/2024

  I write in reply to this concern. Member is a member of AAA Mid Atlantic and would need to contact their home Club ************.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8-10-24 at approx. 1:00 p.m, my car overheated on my way to work. I pulled over at a subway sandwich location in *********** n.h and called aaa. A female tow truck driver called me and said she was 2 hours away, despite her being in **********. I had to go to work, and she instructed me to leave thd key on the rear passenger side tire and she would take it to my mechanics in ******* nh. I assumed everything went AS PLANNED. But when I contacted my mechanic on 8-15-24, he informed me that my car never made it to his shop. Now, *** been unable to go to work all week, losing out on over 1500$ because my car was never brought to the mechanics, it would have been fixed first thing monday if the driver did her job. So I called subway, they had the car towed to dans city auto towing in ********** nh. I called aaa back and told them the situation and they said they would cover any expense this s**** up on their part would incur. Well, I went to get my car from impound on 8-16-24 and I had to pay 800$ to retrieve my car. My rent money. And my car key was gone because it was on the tire and the lazy tow truck driver for dans city didnt notice the note sticking out of my wheelwell. I called aa again and they changed their tune about covering the expenses their mistake would cost me. So now Im going to be filing this matter with the court because Im out my rent money, and have lost out on a lot of money because my car wasnt fixed monday like it was supposed to be and I havent been able to get to ***** nh where I work as a tattoo artist at Mayhem tattoo. I just want them to make good on what they said they would do so I dont have to hire a lawyer.

  

  Business response

  08/26/2024

  I write in reply to this concern. Member is a member of AAA Northern ***********. Member would need to contact their home Club. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug 16, 2024- Aug 17, 2024 My husband was on a business trip and his truck started overheating and spraying liquid all over his engine. He called AAA to get a tow since we have up to 100mi tow with our package. He was given the run around that they had someone coming then all of a sudden they couldn't and after only 2 "calls" they told him he was basically out of luck and needed to call 911 to get help cause they couldn't get anyone to him till the morning. They left him abandoned on the side of the road at 11pm till thus morning. He called again at 730am to get a tow and again it took them hours to find someone. Finally a tow truck driver called him and could get him at almost noon and told him that they never even called him that night and if they had he could have came and got him. I feel like they purposely chose not to send a tow truck out to get him because it was the weekend and night and would have had to pay extra to get him. I have had this service for years and never even used it and the first time it's used he was literally just left abandoned in the middle of nowhere with no running truck. He had noone to pick him up and had to sleep in his vehicle all night because of them. Why am I paying for this horrible service?

  

  Business response

  08/26/2024

  I write in reply to this concern. Member is a member of AAA Mid Atlantic. Member would need to contact their home club. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This *********** has a tow truck driver that lied about my mother and saying she was threatening and lying to him but i was there and the roles were reversed he was the one threatening leaving my mother on the side of the highway with nobody to help her and he also damaged the lug stud and stripped it he is very unqualified and very unprofessional and they also ended her subscription and she gas been with them for over 30 years and they believed him over the customer.

  

  Business response

  08/27/2024

  I write in reply to this concern. We have discussed this with the member and the decision stands. 
  
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This *********** has a tow truck driver that lied about my mother and saying she was threatening and lying to him but i was there and the roles were reversed he was the one threatening leaving my mother on the side of the highway with nobody to help her and he also damaged the lug stud and stripped it he is very unqualified and very unprofessional.

  

  Business response

  08/27/2024

  I write in reply to this concern. We have discussed this with the member and the decision stands. 

  Customer response

  08/29/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ****

   

   

*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. ↩