AAA National

To whom it may concern,I recently received notice I am denied a refund for tow services I encountered this past December. I believe I am entitled to receive this as I was unable to contact AAA as my cell phone was not in my possession. According to AAA guidelines, one may receive a refund if AAA was not able to be contacted. The situation involved my car having mechanical issues resulting in a breakdown. Thankfully, a tow service was called by someone in passing while on the highway. Since I was incapable of reaching out to AAA to resolve the matter, I should receive payment for the fees I paid.
Product_Or_Service: AAA Member
Account_Number:

AAA refuses to reimburse me, credit me a service call as their battery assistance dispatch did not perform job properly.
I have called several times to ask for my last 4th call to be credited to me and to have my $90 reimbursed due to battery service not properly performed. I had battery service dispatched on 1/20/20, they guy who responded was completely incompetent and did not fastened my battery correctly. He said there was nothing he can do and that my car needed to be towed. He dispatched a tow truck. When the tow truck driver arrived he noticed right away that the battery was not tighten and proceeded to tight it as much as he can with his hands. He apologized to me for not having the equipment to fasten my battery as he was in a tow truck and not a battery service vehicle. He advised me to try to fasten the battery when I got home with any tools I had. Being a single women, I don't have great tools so I tried to fastened the battery the best I can. The car died again the next day and I was out of my 4 calls for the year so I had to pay $90 to have my towed to have my mechanic perform a vehicle inspection as I did not know if it was another issue. The mechanic confirmed that nothing was wrong with my car and it was a bad/loose connection with my battery. I have called AAA customer service several times and all the reps keep telling me they will send my information to a supervisor and someone will get back to me in 3-5 days. I have not received any call backs and when I try to call and request a supervisor the customer reps are unwilling to transfer me to a supervisor. The last rep stated that my account/info was flagged in red for the supervisor because I have called numerous times and that someone will get back to me and I have not heard back from anyone.

Full Damage Refund
I have been a member of AAA roadside assistance for almost 2 decades. Last month I requested service to have my vehicle start, the service technician that came out from local contractors location tried to jump start my vehicle but could not do it so he used 2 jump starter kits to jump start my vehicle. He informed me that my vehicle battery was completely dead so I took my vehicle to Mercedes authorized service station, during inspection of my vehicle I was informed that the technician who jump started my vehicle has blown up my fuse. I got my vehicle fixed and file complaint and refund req. with AAA. It has been almost 2 months and I have yet to Get an update on the status of my refund request and complain.

I purchased an online defensive driving course that did not state up front that I only had 30 days to complete it, and it expired before I could.
I am a NY registered driver and purchased this online course in November 2019 from AAA because I am a AAA member. I am filing the complaint in FL because that's the address at the bottom of the confirmation email sent to me when I purchased the course. When I bought the course I was not informed in any obvious way that the course needed to be completed within 30 days or I would have held off purchasing it until I knew I'd be able to complete it in a timely fashion. When I went to take the course in January 2020, it said it had expired. I contacted driver support training, and after several exchanges they continued to refuse to either reinstate my access to the course so I could complete it, or give me a refund. My position is that something as important as an expiry date should be clearly stated upon purchase; their response is that it's in their terms and conditions, aka 'the fine print", which is a separate link you need to click on which I didn't do (and would suggest that most people don't, because the really important points relating to your purchase such as returns, exchanges, fees and charges are indicated clearly before you click to confirm your purchase. This practice of not clearly stating the 30-day course expiry in a clear and obvious manner at checkout is deceptive.

In support of my complaint I attach the following:

- My email correspondence with AAA driver support training;
- An email notification from the business I used 3 years ago to complete my online training. Note that the email clearly states that one must complete the course within 30 days.

The only reason I purchased the course from AAA and not the business I used 3 years ago is because I'm a long term AAA member and figured I'd get a decent price for my loyalty, which I did. I wasn't expecting the subsequent deception and indifferent customer service response.

Failure to respond to letters (copies submitted to you by mail - you have acknowledged receipt of them).
Failure to respond to letters (copies submitted to you by mail - you have acknowledged receipt of them also attached to this on line complaint, below ).

After 3 months, AAA has failed to make repairs they caused to a brand new vehicle while unloading from flatbed.
On 9/22/19, AAA was dispatched by Honda Roadside Assistance to pick up non-moving vehicle and take to nearest Honda dealer. The tech seemed confused as to where he needed to hook vehicle to lift onto flatbed. After reviewing owner's manual, I showed tech the recommended method of towing was to lift from the front two wheels. The tech mentioned that his lift was not working properly but not to worry as he had these skids that could be used to move vehicle and that they were used all the time; to not worry. He had a difficult time lifting vehicle and the way it was maneuvered was concerning. It was even more difficult when he had to remove the vehicle from the flatbed as he was utilizing the skids on the back side of the front two wheels, flat bed was at an angle, and he would drive truck forward and back hoping to slide vehicle off bed. He was unable to fully slide vehicle off bed and used the truck's hoist to try and pull the vehicle off. The hook attached to the vehicle snapped off and I made tech aware. He readjusted hook, it snapped again, I made him aware, he kept going and the hook caught the underbody of the car and caused some damage. The tech could still not get vehicle completely off and raised the angle of the flatbed continuing to try and slide the vehicle off by rocking the tow truck back and forth. He got really close to a parked vehicle and I called his attention. He got off the truck to measure distance, drove truck forward some, and continued to try and rock the vehicle off. As he got close to the vehicle again, I warned him and he kept going eventually backing into the parked vehicle causing some damage to the rear bumper. All information including pictures were submitted to AAA. At one point, the owner of the towing company (AAA's subcontractor) offered to pick up vehicle and take it to a friend's bodyshop. After seeing how they handled the vehicle the first time, and considering it was 1.5 hours away, I declined and mentioned it to AAA, letting them know I would rather have it repaired locally as well as with an authorized body shop. After that, AAA's representatives stated they needed for their subcontractor to accept responsibility, then they could not get in touch with him, when they finally did, his tech was on vacation and we needed to wait another week, and the process kept dragging on until I was made aware they only wanted to take responsibility for the underbody. This is clearly unacceptable. We've gone back and forth for over 3 months and AAA has still not taken responsibility for the damages they caused to my vehicle. During this process and after multiple frustrating conversations with AAA, I mentioned I wished to speak with Honda as I had initially contacted Honda Roadside Assistance. A AAA employee falsely claimed she was Honda employee. I did not come to find this out until I asked (more than once) for her supervisor's contact info as I felt our conversations were biased and favored AAA. This company has lied, fraudulently represented their client and misled customer, seems to do everything possible to drag this process on for as long as they can, and to date has still not taken responsibility for the damages they caused to a brand new vehicle.

My car died and I needed a tow. I called 4 separate times only to have my service call cancelled each time without anyone calling to inform me.
I have been a member of AAA for many, many years and have rarely needed to use their services. I recently needed a tow because my car was completely dead. I called AAA and the tow truck came and determined he needed special equipment since he could not pull my car out of the driveway - my tires were locked. He said he would have to call for the equipment. We did not think he was going to leave, but he did and when I called back I was told my call was cancelled because this was a courtesy tow since my car was fully operable. OMG! how could that be if even the tow truck drive saw the condition of my car. I spent hours trying to get my car towed and trying to again and again explain my car was COMPLETELY dead. I put in 3 additional service requests in and each time they were cancelled without me being told. I only found out each time I would wait another 40 mins or so before calling to check on the ETA. No one ever called and each time I called they would proceed to tell me this was a courtesy tow to the dealer and my car was fully operable. I had a horrendous experience and dealt with so many people unwilling to help. The individuals I spoke to when I would call in were the only ones that listened and tried to rectify the situation and said they put in notes, why that he not help in the end. I was told that dispatch continued to cancel my service call. What makes this even worse was that AAA was only covering the first 5 miles and I was paying for the rest - even with me paying for almost 20 miles they continued to tell me I was asking for a courtesy tow, After an exhausting day trying to get a service I have paid for with not luck, I called customer service to cancel my membership. I was told AAA does not cancel membership mid-term, only at renewal. Again, I was floored. I can't begin to describe how awful the service was - their was NO SERVICE. Although I was at a safe location I was alone looking for help and instead I was given no assistance. It was my insurance company that came to help and I will let you know that my car is still at the dealer being repaired and this happened on 12/30/19. In insight, I should have called them first. I just always had high regard for AAA. We have many choices out there and I will continue to tell others about how horribly I was treated so they do not come across this.

I have been a AAA member since 2004 based in Miami Florida, I have used the service probably 5 times is 15 years. I would like to share my recent experience with the company you represent.

Today Thursday December 26 at exactly 9:12am I called to request a tow service for two flat tires. Was given a time frame of 25 minutes, it become a nightmare of over 5 hours. The original customer service rep that answered my called "apparently" gave the wrong address to the towing company. I took multiple calls to finally have someone from one of your contractors*** (***). The driver got to my house passed noon in a very bad and agressive mood because I had called multiple times to ask for updates on my service request. He made me take my car with two flat tires out of the driveway and without any explanation, he departed leaving my car in the middle of the street. I had to call back again to the 1800 "so-called customer service department and request another service that took over 2 hours, arriving at my house past 3PM. The original service time of 3 hours is unacceptable! It is unacceptable the random excuses I was given by the customer service staff of why the address was not right from the beginning, it is unacceptable, unprofessional, and not safe for me as a client and a woman that one of your contracted companies left me in the middle of the street.

AAA have come short of what a good customer service should be. I feel disrespected and disappointed by your company.

Driver stated that he arrived, but he did not
I called AAA at approx 3:31 pm on 12/2 with my car unable to start at my house. I was told that a driver would be here to help within 1 hour and received an automated update that they would arrive by 4:28 pm. By 4:51 pm nobody had arrived and I called AAA for an update. I learned at this time that the driver, from JL Automotive and Towing stated that he/she came to my house but I was not here and cleared out the ticket. This is completely false, I have a security camera on my house as well and nobody from his/her company ever came to my house (I have included a time stamped image from when he/she said he came). I never received a phone call from him either. What should have been less than a 1 hour wait turned into a multi hour wait because the driver lied about coming here. I have spoken with Erik from dispatch supervisor in Hamilton as well as several other individuals over the phone.

I never received the gift card I was promised.
I received a flyer in the mail about receiving a $10 gift card for target from AAA if I went in for either a home or auto quote. I went in on 11/05/2019 and spent 30 minutes getting home quote. It was a little expensive so I decided not to proceed with it. But I mentioned the gift card to the rep before we started working on the quote. It's been 2 months and I still haven't received the gift card. I called and left voicemails and no one has gotten back to me.

We were left broken down roadside on the Florida Turnpike for SIX hours. We eventually were towed home to Orlando at a cost of $288 out of pocket.
Date: Friday November 29th, Florida Turnpike Exit Ramp 107, Palm Beach Gardens:

We called AAA at approximately 2:30pm to advise them that we had a puncture and could not access the spare. They advised someone would be out within the hour. At approximately 3:30pm a tech arrived and told us that he could not help us as he did not have the proper tools to change the tire !! He advised that we would need a flat bed tow to the nearest tire place which was 2.2 miles from the Turnpike where we were. He called this in.

We call Tire Kingdom and Tire Plus to see if they could see handle us as an emergency due to their busy schedules and we were three hours from our home in Orlando. Both said we would need to be there by 6:30pm as they close at 7:00pm.

At 4:30pm we had not heard anything so we called. We were told that a flat bed tow would be dispatched within the hour. We used the link provided to track the tow company (Palm Beach Finest Towing) and decided to call them to see how long they would be as we had now been roadside for 2 hours. They advised they would be there in an hour.

At 5:30pm we called the towing company and they did not answer. We tried SIX times and no answer. We called AAA who then told us that our call out had been cancelled!!! BY WHO?? They couldn't tell us. We, however, believe it was the towing company that just couldn't be bothered to come out to us and so they cancelled the request. This in itself should not be possible. AAA say they will dispatch another tow company. We reiterate the fact that the nearest TWO tire companies close at 7:00pm.

At approximately 6:00pm we get a call from All Star Towing (not 100% on the name) who tell us they are on their way and will be there in an hour. We say to them that the tire places will be closed. At this point we ask if he can take us home (approx 160 miles), He says he will call AAA and confirm this is possible and call us back. He

We ourselves call AAA and demand to speak to a supervisor, which we do. I explain the situation, that we have been roadside on the FL for approximately 4 hours. I tell him that alongside myself, there is my diabetic wife and our two dogs. To which his sarcastic remark was 'if she needs help call 911' !!! We tell the him that had they sent the right person initially we would have been able to get the tire fixed and would be on our way. We tell him that at this point we will need to be towed to a hotel for an overnight stay and would call out AAA once again in the morning. He says they will tow us to what was specified on the call out which was the tire place. We confirm that this is now closed and that we will need to be towed to a different location. We confirm that we are Gold Plus members since 1991 and he says we are allowed 100 miles of towing. We tell him we are around 160 miles from home. We end the call not knowing what is going on other than our request has now been 'escalated'. It is at this point that my wife has to publicly relieve herself on the side of the Florida Turnpike as she cannot hold it any longer. She was totally humiliated and mortified.

We receive a call at approximately 7:15pm from Xxpress Towing saying that they are coming. They will take us to Orlando but there would be a charge for the additional mileage after 100. At this point after 5 hours we didn't care, we were hungry, tired and thirsty, and just wanted to get home. He arrived at 8:00pm, and drove us home to Orlando. We were charged $288.00 for the extra 60 miles not covered in my 100 no-charge tow.

To add insult to injury, the next morning I called AAA again to have my tire changed at home. The service man showed up in less than 25 minutes, removed and plugged the tire in less than 30 minutes! Had the original serviceman had the proper equipment as this man did the entire scenario above could have been avoided!!! We called AAA the day after and asked for reimbursement and was offered a 'free membership' for next year. Sorry not acceptable.

They sold me a battery when mine died over 3 years ago and they are under warranty for 6 years and my car battery has died over 7 times in the past 3 months and it has always been the battery dying, when I called AAA they wanted to know what part, north or south ca and originally it was south and now I live in north ca. SO they told me it was under warranty and that someone was to get a hold of me to come and replace it. I keep talking with this lady Vanessa T who states that I have to use my last call, which we get 3 calls a year and my renewal is in May to see of the battery can be replaced. I told her that I cannot use up my last call because I am going on a trip in December and she basically told me that she has to to see if my battery as a test and if it does then she will use up my last call and if it doesn't then she will replace it and it wont use up my last call. Service call are for roadside assistance that is what is in the contract so I disagree and this is bad business practices. Getting me a warranty n a battery that is failing over and over again is a business issue with the battery not a roadside assistance is with the vehicle. I want a new battery and it to not be claimed as my last roadside assistance call!! I asked for a manager and she said she was the manager but I do not think so.
Account_Number: AAA Policy

On 11/2/19 we called aaa for service and they told us that we were canceled for no payment we mailed the ck on 10/30 we been with them 30 year
They told us would not send anyone out we would have to pay over the phone we said no just cancel and send back the ck Well its been 6 weeks and they still have not sent out the ck but they sent the new cards I have called every day and they still want send the ck

Our car broke down near Salinas Sunday 11/17/19 and my husband called for a tow at 10:30 pm. They said the truck would be there in about 45 min. 45 min later we were told no tow would be coming. We got a hotel and called back at 10:30am the next morning and were told a truck would be there in about 45 min. 45 min later we got a call saying no truck till 7pm. I called back and spoke to Ivy, who contacted the NorCal office on my behalf and she confirmed it would be 45 min. We then get another call saying the 7pm time still stood. We waited till about 2:30pm then called and asked if we could leave the key so we could rent a car and get home, at which point AAA said they would check and call us back in 30 min. At 3:45 we got a call from another rep who said there would be NO TOW that day. We asked to schedule one for the next day and were denied. We asked when we would be allowed to use our tow and he said he couldn't schedule us one. I called back and asked and asked to speak to a manager (Alan #***) Who was EXTREMELY RUDE and the worst I spoke to that day, and he said he couldn't help me. I asked to speak to someone who can and he said no one can help me, so we rented a car to go home. Every time we spoke to someone we were told the tow had been cancelled. On the way, about 5:45 we got another call (Zach) asking if 3pm the next day would work. We said yes and he said he would set it up and call us back to confirm, which he didn't. 9am the next morning we called and after a lot of back and forth Jamie #*** (or Lisa C) finally got it set up and we had to drive all the way back to Salinas. The car was finally towed at 3pm on Tuesday. Three days for a tow is unacceptable. I pay for the Premier service for peace of mind and was not able to use it when I really needed it. I have lost all faith in this company and hopefully they can save me from going elsewhere. I have reached out via social media and this is my last attempt. Service Request # ***
Product_Or_Service: Insurance
Account_Number: CAA

Details of the Incidents:
11/22/2019
Friday
November 22nd 2019

AAA Member from
Member since 1998

August 15 2019 valid through
I should have new car
Already updated in a file

Reservation @ Baymont through AAA which I have been a member since 2013. Baymont's Peter*** should not bill me for a charge. I never stayed there!
AAA's Revdex.com Complaint: Carrie ***-*** (Member since 2013)
Complaint 11/17/2019 - Baymont by Wyndham Franklin, TN
President Doney: I just sent you a request through LinkedIn to contact me today. I have always respected AAA since 2013 when I became a member and thought I would always be safe when using your services. I had no idea you were associated with Priceline.com who I just researched 11/25/2019 and discovered that on Revdex.com they have had almost 3,000 complaints against them in the past 3 years. I am very disappointed you would associate your respected company with Priceline.com, subjecting me to a horrible c/s experience. During my scheduling of my hotel stay on-line with Baymont at 6 a.m. Sunday Morning 11/17/2019.
Sunday 11/17/2019 I called AAA, one of your male employees answered the phone. I arrived at Baymont at 11:a.m. Sunday morning and discovered it was many miles from the Nursing Home where my Mom had been admitted. I walked in Baymont and Peter*** was at the counter and I explained to him my plight. I told him the daily drive was much too far for me to drive daily from 11/17-11/22 and to cancel my hotel stay. He was very rude to me. I sat down in the hotel lobby, told him I was calling AAA to cancel my stay also. At 11:15 a.m. I spoke to Jada *** at AAA in Membership and told her no one was answering the phone in Travel Dept. Jada told me Travel Dept closed and to contact them Monday morning from 9 am. -8 pm. I asked Jada, "How are they closed when I just spoke to your employee at AAA at 6 a.m. ET this morning while scheduling my hotel, before I traveled to Franklin?" Jada *** could not give me an explanation. I told her to make a note in my file I am cancelling my stay at Baymont. She told me she would. As I exited Baymont I told Peter*** again I was canceling my stay & not to charge my card because I just spoke with AAA. I left the hotel. Sunday afternoon 11/17/2019 At 12:31 p.m. I checked into Americas Best Value Hotel from 11/17/2019 -11/22/2019 which I have evidence.
Monday 11/18/2019 8:45 a.m. I called AAA, Travel Dept, no one answered. I called Membership Dept and talked to Rose who told me Travel Department was open on Sunday from 9-4pm. I was confused because Jada *** told me on Sunday Travel Dept was not open. (Sunday is the day I needed to cancel).Monday 11/18/2019 I visited my Mom at the Nursing Home.
Tuesday 11/19/2019 8:40 a.m. I talked to Nicole ***, AAA and told her I had called Travel Dept 2 times but the employee keep hanging up the phone. She apologized. I told her my plight and asked her to transfer me to AAA Manager and to stay on the call until the transfer. She did. I talked to Yang who told me he was a manager and when I asked for his ID or last name, the call was disconnected. I called AAA and told another employee about the disconnected call and he told me to wait for Yang to call back. He never did.Monday 11/25/2019 I contacted Corporate Office of Baymont 1-866-***, spoke with Jannel in C/s Care Dept. Jannel would not give me her id#, nor her last name, nor her location. She told me Baymont never cancelled my reservation and I must contact 3rd Party. I asked her who is 3rd party and she responded, "AAA." My confirmation#***. I made a complaint against Peter*** with her because of his rudeness. She told me someone would call me regarding my complaint in 7 days. The reference# *** for the complaint. Monday 11/25/2019 I called Peter***, @Baymont 615-*** and asked him, "Why did you charge my card and how much did you charge my card?" He would not answer. Monday 11/25/2019 AAA Corporate Office, I talked to Angelica in Dearborn, MI in "Member Relations "Dept. 1-866-*** x 2. I told her my plight and she told me, "You need to talk to 3RD BOOKING TEAM and make a formal complaint." I asked her confused, "what is"3rd BOOKING TEAM?" She transferred me to Felecia to help make the formal complaint. Felecia called Baymont.

THE WORST COMPANY PERIOD. No roadside assistance is ever available
My car couldn't start so I called AAA roadside assistance they told me that someone would be dispatched to my location in an hr and half. Well I had to call only to find out that NO ONE was coming and I would have to wait another 2 and half hours till someone arrives mind you, it's freezing and my car will not start so I have no heat this is the second time that this has happened to me with this company. It is extremely hard for me to believe a company this large cannot dispatch a damn tow truck to my location I'm an empty parking lot at 2 am

HAD AN OIL CHANGE DONE AT YOUR AAA CAR XCARE CENTER ON JULY 24/2019,ON JUL 27,2019 MY ENGINE BLEW DUE TO LACK OF OIL.I HAVE 22 VIDEOS THAT WHERE TAKEN WHEN THE AAA TOW DRIVER INSPECTED MY ENGINE,ALSO FOUND THE MECHANIC HAD LEFT HIS TOOL ON TOP OF MY BATTERY ALSO VIDEOS OF THAT.MY SON AND I WERE TOLD THEY HAD VIDEOS OF THE OIL CHANGE, MY SON DR STEPHEN *** CAME IN FROM SAN ANTONIO TEXAS TO HELP ME DUE TO MY HEALTH ISSUES. WE WENT OVER TO THE LOCATION ONLY TO BE TOLD THEY DIDN'T HAVE THE VIDEOS. YOUR COMPANY HAS IGNORED THE ATTORNEY GENERALS OFFICE TO REPLY BUT YOU DID SEND ME A LETTER STATING YOU HAD NO RESPONSIBILITY IN THE MATTER.WITH ALL THE PROOF OF VIDEOS AND THE STATEMENT OF THE CONDITION OF THE CAR WHEN THEY RECEIVED THE CAR YOU HAVE DENIED THE TRUTH.I WANT THE PUBLIC TO KNOW TO BEWARE OF YOUR CAR CARE COMPANIES ETHICS WHICH MIGHT NOT EVEN BE A TRUE AAA COMPANY BUT USING THE AAA NAME. WHAT A SHAME FOR THE AAA NAME.
Product_Or_Service: CHAMPION JEEP

I was overcharged and mislead of the cost of service.
I needed a tow and called AAA. I was told the cost for plus membership was $95 for me and 2 additionals with a discount. I had to pay an additional $50 to be towed home today. Once the driver arrived, he and "Kat" at AAA told me I had to pay another $72 to get home. "Kat" and the first guy I spoke with by phone were very condescending when speaking with them. They told me the information was on the email when I signed up. This is not true. It said I would pay an additional fee, which I did. It didn't say I would pay two additional fees. I am very dissatisfied and would like to be reimbursed. I feel I was mislead and overcharged.

After buying a new battery in 2019, AAA denied a free replacement battery in September 2019 because I did not drive the car more than 20 miles.
I am a senior citizen in my mid-seventies and have been a member of AAA since 1991. On February 4, 2019 I called AAA because of a dead battery and I bought a new on that date. In September 2019 I called AAA because my new battery died. The AAA driver checked the battery and indicated that one cell of the battery was defective. When I applied my warranty for a "free replacement", they denied my request because the car had not been driven more than 30 miles. No where in there warranty does it say, refer or require that the car be driven for any length of mileage. It appears to me that when a "warranty" is in the customer's favor, they make up rules to deny the claim. For the record I started the car weekly though I did not drive it.