Sign in

AAA National

1000 AAA Drive Box 61, Heathrow, Florida, United States, 32746-5080

Sharing is caring! Have something to share about AAA National? Use RevDex to write a review

AAA National Reviews (%countItem)

Called for roadside assistance, did not receive. Subsequent calls not responded to. unacceptable lack of attention given to complaint.
Called AAA for roadside assistance, on Tuesday, August 21,2018. First truck dispatched did not have necessary equipment. Spoke to supervisor fter asking that call be "escalated". Was told that he would have "supes" up there in NJ review phone tapes to ascertain specifics. Second truck dispatched contacted me directly, also did not have necessary equipment. Was helped by good Samaritan.
Contacted AAA to cancel call and request call-back to discuss my dissatisfaction. No call. Called AAA Wednesday, again expressing my dismay. No call-back. Called AAA Thursday to inquire as to status of complaint, told 3-4 days. Called AAA Monday 8/27/2018, was told that complaint had just been assigned for resolution and would take 3-5 business days. Helpful representative said that there were no details on file regarding specifics of complaint. Odd, since I had related the details to no less than 4 representatives from AAA. Gave all details and expressed my dissatisfaction with their lack of attention to this matter. Sent e-mail to President and CEO of AAA Marshall D. As yet no response.

Desired Outcome

My wife and I have been members of AAA for 12 years at an approximate cost of $1200. To the best of my recollection, we have called two times for roadside assisatance. Once was a very quick and helpful resolution to our issue. The second was last Tuesday. I feel I should be refunded the appropriate percentage of occurences in which AAA has not provided roadside assistance. While expecting a check may be impractical, I would consider a period of free membership. That however, does concern me since I am not sure AAA can be trusted to deliver n their promises.

AAA National Response • Sep 05, 2018

Member's club has informed us that they researched the call and offered an additional $50 credit to member's membership. They stated that member accepted this offer and was satisfied.

Customer Response • Sep 08, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
AAA only offers me credits toward renewal. Why not refund for services paid for but not provided. As a restaurant manager, if I offered a coupon for discount on return visit, for food and service, not only unsatisfactory, but not at all provided, I do not think that would be well received. I say again, not only was the service of AAA unsatisfactory, it was not even provided. Upon follow-up, a representative personally listened to tape of initial phone call. This was two weeks after incident. She called me back within ten minutes to inform me that info I gave her was "plain as day" consistent with tape of call. It too two weeks for AAA to acknowledge that I was telling the truth Previous conversations had called into question whether or not I had given adequate information regarding my situation.

The meager offerings of AAA as compensation do not seem to give proper respect to the value of my time or the inconvenience I have suffered. Especially since I have to keep calling them in search for resolution.

I ask that an executive of AAA review all information in this matter and suggest what is fair, not only to a non-profit organization, but for a consumer.

AAA has thanked me for the opportunity to improve service to all members. That's nice, but what about me?

Customer Response • Sep 13, 2018

no moneys were ever sent to me. I want a refund for membership, since those services for which I paid were not provided

Was asked by a representative if I had incurred expenses. The answer is yes, specifically time wasted waiting for service that was not provided.

If I do not see further action, I will contact the press.

I thank Revdex.com for their assistance in this matter.

AAA National Response • Sep 14, 2018

The club has contacted the member to resolve and the matter is between the club and the member. AAA National Office considers this case closed on our end.

My auto insurance policy was cancelled because of a balance due of $43.15 07/30/2018. Paid $503.12 for coverage thru Oct. Cancelled 07/30.
I purchased auto insurance April of this Year. I paid $503.12 which I thought was total balance due. This was for coverage from april thru Oct. 2018. AAA sent me a letter saying my policy was cancelled because I had a balance due of $43.15. They cancelled me 07/30/2018. When I called 08/202018 to get my policy reinstated. They told me that the only thing that they could do would be to give me a new policy at a 60% increase. This is even though I have never filed a claim with them. I also have home insurance with them and a roadside membership. They didn't even give me a thirty day grace period which most insurance companies do.

Desired Outcome

I want fair treatment> This company seems to be trying to cancel my policy so they cancel and get more money for a policy very shady practices.

AAA National Response • Sep 05, 2018

Actually we are being fair when we apply the rules to everyone equally. In this case the policy renewed on April 14, 2018 and only an installment payment was received. As a result, result the pay in full discount was not applicable. After the payments received the outstanding policy premium was $43.15 (including a $5.00 service fee). This amount was due by July 14 and was not received. Therefore, a cancellation billing notice was issued requesting the payment by July 30 and advising that if the payment was not received by the deadline the policy would cancel as of 12:01am July 30, 2018. No payment was received so the policy canceled and an amount was refunded. All of this was in accordance with our billing rules. As was explained we are willing to rewrite the policy at the applicable rates. Thank you.

EXTREME service delay of close to 6 hrs & the only accommodation is $10 against a FUTURE RENEWAL - CUSTOMER DISSATISFACTION.
My son waited close to 6 hrs for a jump and fuel on 7-22-2018. The police officer staying with him on the shoulder encouraged this to be reported due to the extreme delay and also stating that AAA should have called for service out of the Metro Atlanta area since the northern suburbs weren't responding until about 4:30AM, yes 11:00Pm until 4:30AM.
In asking for a refund of a portion of the membership fee, they only offered a $10 credit towards a future renewal. THE ISSUE IS THIS MEMBERSHIP PERIOD, NOT A SALES ENTICEMENT TO RENEW FOR ANOTHER YEAR.
So my son's 6 hours of time is worth $1.67 an hour? Very, very displeased with the customer satisfaction, and in fact such an offer creates negative customer sat. Bad.

Desired Outcome

A 50% credit of the current membership fee.

AAA National Response • Sep 10, 2018

Club informed us that they have called and left a voicemail for Mr. as well as sent an email. Club has not heard back from member.

Customer Service Issue
My husband had his motorcycle break down in the middle of a major road in the Southern Tier where there is nothing around in the way of businesses. Called AAA on 8/7/18 around 8 pm - 8:30 pm to get his bike towed back home. Started out that someone would be there at 9:30 pm then we get a call that no one wanted to come out there to pick up the bike and that it would have to wait until 7:30 am. We do not know anyone or have any where to store this bike until the next morning. Also, anyone could have stole this bike easily by just picking it up and loading it onto a truck and it would be gone. The supervisor Kathy did her best to try and help but she said that she called 12 places and they all refused to come and pick up the bike and take it back to our home which is 45 minutes away. I thought if you had a contract with AAA that it was required and since when do they get to pick and choose who they want to help meaning the towing company. She was finally able to get *** towing to come help us but it was another hour before he could come but was our only option. Finally at 10:30 pm *** arrived and was able to get the bike home with not one scratch or dent. The driver had the right equipment and knew what he was doing. Not very happy with AAA in general that we pay for a service that don't use that much and that is willing to leave us in the middle of no where stranded. Nice to know that the tow truck drivers that they are supposed to depend on are not dependable at all. If it wasn't for the quick thinking of Kathy the supervisor, we have no idea what we would have done. And to *** a huge Thank You for putting our needs before yours and making sure we got home safe and sound. AAA really needs to review their policy on this because it was not a good situation for us to be in knowing that we pay a lot of money for service we count on and then realize that night that we really can't count on it at all. Pretty sad.

Desired Outcome

I want to hear from supervisor or higher from corporate as to the reason that it was OK to leave us and the bike in the middle of no where with no help for a service that we pay for.

AAA National Response • Aug 10, 2018

The club responded: We apologize for the delay in service. While it can take longer to find a garage that can accommodate a long tow for a motorcycle, we recognize the inconvenience that accompanies a longer than average wait time. As a gesture of goodwill, we have ensured that the call does not count as one of her four free service calls. In addition, I have placed a complimentary three month extension to her membership account.

I am a premier member and I called AAA on 7/23 for a flat tire.
I was in the middle of now where, and the driver arrived 3 hours.
I requested a tow truck because I wanted to be taken home because I was about 60 miles away from home. The dispatcher said that she would make sure they would send a tow truck, but it didn't happened. They send a guys with a minivan.
The driver replaced the tire with my spare, and I had to drive 20 miles to *** to replace the tire. ( I had a brand new tire in my trunk). The *** mechanic couldn't replace the spare because the rim on the tire your AAA driver removed was cracked. The rim was fine before AAA guy replaced it because I couldn't have driven my car with a cracked rim. I have to mention that the flat tire was because of a thick nail I drove over.
I had to buy a new rim, that cost me about $150.
After I got the rim I went to *** to replace the spare tire with new rim and tire. They told me that the guy who put the spare on (which was your AAA driver) tightened the logs too much and they couldn't remove the spare because the key striped because the logs were too tightened.
I called AAA yesterday 8/08 and asked them to send a driver to swap the spare and explained the phone rep what happened, but she refused to send a driver to fix the issue that your AAA guy caused. I told her that the driver needs to bring a tire key, because the original one was stripped because of the other AAA driver. She refused to offer service. She told me that AAA drivers don't have those keys. So since when the customers have to bring their own tool to the mechanic? Why do I have to pay for the key and service to a specialized shop to fix what your AAA driver broke? Why do you charge people for their membership and refuse to offer service?
Product_Or_Service: flat tire, key, rim, gas

Desired Outcome

Other (requires explanation) 1. I want you to send a driver to swap the spare with the new tire. If not I can go to a shop, but you will need to reimburse me with the cost. 2. I want you to reimburse me for the costs of the RIM. I paid $100 3. Pay for a new key. I found one on a website for about $25 4. The gas to return home cost me about $25

AAA National Response • Aug 24, 2018

The club has responded that the handler requested to send Ms. a check for 76.20 and considers the case closed.

Customer Response • Aug 24, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure were the respondent of this complain got the amount I requested from.
I was contacted by John P, and I emailed him 3 invoices that I want AAA to reimbursed me due to the fact that the driver who put the spare on cracked the rim, tightened the spare lugs too much and the tire key stripped. I had to go to a specialized shop to remove the spare.
The expenses I had because of the damage AAA did to my car are as follows:

Rim $98.98
key: $49.26
Spare tire replacement/swap: $27
This total is: $175.24 not $76.20 as you said.
My car also has had a shake/vibration since you driver replaced the flat with the spare. This started right after the driver replaced the flat and still doing it. He used a hammer to remove the flat tire and he must have broken something else. I will need to go to a mechanic to check this and I will need to ask AAA to pay for that too. Keep in mind that I have a witness to all this damage. My boyfriend was there and he can confirm all the damage done to my car.

AAA National Response • Aug 31, 2018

The member's club has notified us that the field rep will reimburse the member for her rim $76.20 and also renew her membership.

Customer Response • Sep 07, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I received the check and waiting for the membership renewal.

Thank you.

AAA. Gets your money upfront...but may or may not service you when called
Sunday 7-29-18 at 315 pm, I called roadside emergency for I had a blow out on express way and was in a not so safe shoulder of the exit way.
I had to wait, what seemed to me a ridiculously long time to reach a rep but, finally got one who said she would dispatched expedited tow for me. I asked not just for a tire change but a tow as well...I called back, on hold forever, to report no one has showed up, and was told a tow should arrive by 3:44pm...no Tow came!
Called again...while on hold I received a text stating someone would arrive by 5:11pm....nothing, and even though I called back again, requesting for the call back since they stated automated, that all agents were busy, ...no one ever called back...
I called, again... and spoke to a "Dee" who tried to find out what happened, I was on hold so long, I thought she had forgot me...she returns and was told by the tow that they closed the call and was with the customer already, which was not at all the case, the call was transferred to Tric***e in resolution, It was now 7:55*pm or near that ...and she was looking for someone to come, she could not tell me what tow company or anything about time, Sun about to set, ...I finally had a person to help change the tire ..and follow me home. To be sure I made it on my partially deflated doughnut tire.
I had to pay him $25.00, I ran completely out of my phone minutes due to the long holds it took waiting for a response...It was 8:22pm and still no tow arrived, so I was able to leave the roadside, due to the guy helping me.
It was a horrible and unacceptable experience I was in!!...no one showed, and I lost my minutes out of pocket money, urinated on myself...
I paid for a service and never received it...this is not isolated This happened to me three times now in the years I have been with AAA.
I want my money back I was out of pocket for, or and a total refund of the membership fee.

In an emergency a client should not have to be on hold while listening to advertisements and app options,
Also, we paid for this service upfront to have when needed...only to have no one show up when that need arises!!
Bottom line what do I want?
I want reimbursement for the out-of-pocket expenses I incurred, $25.00, and the loss of my prepaid minutes on my phone for waiting in line for several minutes, at several call- ins and, for urinating in my pants for having been trapped in my car from 3:15p:m till 8:22p:m*

*Monday morning (7-30-18) 8:47 A:M I called in and Spoke to a "Rebecca" in resolution at AAA, who stated she would mail out a claim form for me to seek reimbursement for my losses and she would include $20.00 for my out of pocket to the guy who changed my flat.

I called back at 11:50 A:M and spoke to, I believe she said her name was "Gwen", in resolution, she understanding the issue which had taken place, So my request now was for a tow, to take my vehicle to the auto shop.
(strut/ suspension system broke and blew out the tire)

.*She gave me a window from the 12:01 a:m to 1:30pm but could not promise anyone would show because it was quote " Monday and customer calls are high" *Well, I asked her to send them out...
Sadly, after waiting awhile after 1:00pm, feeling like I would be dupped yet again, I took my chance on that doughnut tire and a prayer...and drove 20 miles per hour, but made it to the shop.
At that time, 1:35*pm, I called AAA to cancel the tow request and they did, but when I had the rep to confirm the time it was, (1:35*pm) I realized again, they had not even dispatched a tow to my home yet or as stated. I probably would have been waiting up to the time the shop closed.... pitiful!!
Paid faithful for over three years or more with this company although this no-show business has occurred twice in the past.

Desired Outcome

Refund of the membership fee paid online $52.00 plus reimbursement for the 25.00 out-of-pocket expense paid to someone to change my flat, the total loss of my prepaid minutes, on my phone while waiting on hold for several minutes,on several call-backs. dry clean allowance for wetting my pants, not being able to get out of my car, due to where I was on the expressway shoulder..and waiting to no avail from 3:20pm to 8:22pm for AAA

AAA National Response • Aug 28, 2018

Member's club is requesting the member's 16-digit member ID number so that they may further assist.

Customer Response • Aug 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
As many times as I have called and spoke to these various persons.. They are fully aware just by hearing the circumstances alone, as to which member case this is. But to humor them, I will be happy to again provide my member I.D., but not publicly.

Car broke down in Bethlehem PA last night, waited over 4 hours for tow trucka nd called AAA 4 times. Tow truck never showed up and AAA hung up on me.
I have been a member for several years. My daughter's car broke down in Bethlehem PA last night, waited over 4 hours for tow truck and called AAA 4 times. Tow truck never showed up and AAA hung up on me.

Desired Outcome

I would like reimbursement for the hotel I had to stay at as a result of not being towed to my home last night. This morning we had to pay for cabs/ubers to get back to the car and then the battery to a garage. All this could have been accomplished with AAA if they provided the service I am contracting them for. I would like all my years of membership reimbursed as well.

I started a new service for myself as a customer for the 1st time at 43 years of age my Mother has been with AAA since I was 16 years of age, she started the account for me last year and paid the 1st payment for me, this year they went into my Mother's account and charged her card for 143.00 and after speaking them 4 different people. Ana, Kismitt, Nicole and Ryan the Manager I was told the refund would be added to her account and I would be sent a bill for my next payment in Sept, and my Mother is my secondary person on account of which they never sent a New card till just 7/17/2018. I have called over and over again get a response it will be ne the end of the week Ms. m, Next Tuesday Ms. M and so on. We have been great customers of this company and no call has been sent, a email or Not even a new bill by mail. All I want is my Mother's refund sent back it's my reasonability not her's had they just reached out to ask none of this would have happen. They are just going into peoples account and just using any card they have on file to charge the acct. When it's in my name. They stated they would refund the account when they found out it wasn't my Card and it wasn't it was my Mothers. I have also written to AAA Customer Service
Product_Or_Service: AAA Roadside
Account_Number:

Desired Outcome

Refund I want a apology to my Mother, I want her refund back into her account. I don't know at this point if I'm even keeping the account we need the service because we have multiply cars. We deserve some type of credit for the days and letters, and calls and for our time. I did write as well a letter to AAA Customer Service Department and have not spoken with anyone as of yet.

AAA National Response • Jul 23, 2018

Per the members request on 7/2/18, a refund in the amount of $143.33 has been issued back to the credit card ending in *** on 7/19/18. A letter was sent to the member with the refund info and an apology. We apologize for any inconvenience and we appreciate your understanding.

Customer Response • Jul 24, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The refund was sent from Sandy N, with a apology, but right after that no call was given, but I called to use the service and was told my account was cancel on 7/1/2018, when Ryan the manager explained and Kismmet that my account would still be open and a bill would be sent for payment at the end of Spetember for the installment. They cancel my account and now the service is not in affect. If we didn't need this service I would move on. I travel a ways to work both me and my Mother and the service helps. I have never had customer services and promises made and not carried out by a company especially been in business longer then I been alive. I want my account reinstated and a my bill sent then the lady today turns around and asked me for another 45.00. Attached the letter that was sent today 7/24/18

AAA National Response • Aug 28, 2018

Re: AAA Rebuttal Response to *** Complaint ID Dear Revdex.com. Thank you for notifying AAA that *** tiled a consumer complaint with the Revdex.com. After reviewing Ms. membership. we can conrm when she joined AAA on June 19, 2017 Ms. enrolled in our installment payment plan. ln June of 20l8, we followed our standard procedure to notify Ms. that we would charge the credit card on le in monthly installment payments for her membership dues. Ms. payment information, along with the amount to be charged, \vas stated on the lnstallment Pay Summary. Included on that statement. is the wording "To change or update membership, call l-866-636-2377." ln addition, this Installment Pay Summary included the following language advising the rst dues payment date was going to be automatically charged on 7/l/l 8. On July 2. 2018, Ms. called to request a refund for the renewal charge. A refund for $l43.33 was processed back to the credit card ending in *** on July 19th. Due to the inconvenience Ms. experienced we have made her associate member free for one year and extended her expiration date to September 1. 2018 however, a payment must be made in order for Ms. to receive service. An updated renewal bill has also been requested. Again, we thank the Revdex.com for bringing this matter to our attention. We thank Ms. for allowing us to serve her and believe the actions outlined above should resolve this matter. Should you or Ms. have questions or need additional information, please feel free to contact me directly at 302-299-4482.

I have two complaints concerning AAA as a whole. The first complaint relates to Thursday 7/12/2018 when my husband, 9 month old daughter, and I were traveling for vacation from Grove City, PA to Grand Marais, MN through the night (while the baby slept). Around 2:15 AM we (sadly) got a flat tire and had to pull off of I-90 W in Madison, WI with just a slim shoulder. As the cars and trucks whizzed by, it shook our car but thankfully our baby girl slept. We called AAA at 2:24 AM letting them know that we were NOT in a super great spot and that we had a baby in the car. We needed a tow truck to come help us with our tire, and they told us it would be about 60-90 minutes. We talked to a State Trooper who helped us for a bit, and gave us his card in case anything happened. He told us that we would be okay for a small window but to call if AAA didn't come within an hour since it wasn't the safest spot for a baby. At 3:42 AM my husband called AAA to find out the ETA for the tow truck and we were told 10-15 minutes. After 20 or so minutes we called again asking the ETA and were told a similar thing. At that point, we had to get the baby off the road. Which we did, thanks to the state trooper and kind people. My husband waited with the car and after almost 4 hours he decided that he would call his own tow company, researched on his phone and found one that came by 6:00 AM. - AAA never called him back and a tow truck never showed. By the time all was said and done it was almost 7:00 AM. No one ever showed from AAA's contractors. We have a premier membership and had to pay $75 out of pocket for the company we found who was willing to help us. Not only was our daughter in danger but I was told by the service call representative that, if I felt my daughter was in actual danger I would/should call the police. My retort was that if we are expecting a tow truck in 15 minutes why would I call the police? - This was a very serious situation that has not been remedied.

This second issue happened on 7/17/2018 when we were traveling home from vacation which started in Grand Marais, MN to Grove City, PA. Approximately 20 miles outside of Duluth, MN we started having an issue with our car not being able to accelerate. We had to pull over around 9:30 AM off of Highway 2 going East. We had our 9 month old baby in the car with us. We first called AAA to get a tow around 9:56 AM. Unfortunately, no where in the area had time or was able to work on our type of car. AAA told us at one point they found a service station and would dispatching a tow, but then called us back saying that service station could not take us - The rep. then told me she was sending a tow truck so that we could get the baby off the side of the road within 90 minutes. The tow truck never showed. Based off of what happened 5 days prior, I called my sister who had been vacationing with us and she was luckily an our away from us. We squeezed the baby and me in the car with her family and got to Eau Claire, WI which is where we found (ourselves) a station that would take us. We let AAA know, and they said a tow truck would be coming. Around 3:25 PM a rep. called my husband and asked if we got everything figured out. When he said that he was still waiting for the tow truck, he was told that a tow truck was not coming because none were willing to drive him the 145 miles (even though we pay for premier towing). When I called, I was told no one was showing because the Field Manager was unwilling to pay what his contracted towing company in that area was asking. I told them that this was endangering my husband and the tow truck finally showed around 4:10 PM. Sadly, they still made us pay $124 for the extra mileage despite what they put us through. It was an 8 hour situation and the auto station was waiting for our. Because of AAA we have to pay for a hotel for 2 nights due to the car not being able to be dealt with the same day of the issue. My husband had no food and one bottle of water to last him.
Account_Number:

Desired Outcome

Refund We do want a refund for the $75 we should not have had to spend, but also want AAA aware that we were in some danger being on the side of I-90 with a baby in the middle of the night. That we experienced a lot of pain and suffering from this incident with no apology or help. We also, unfortunately, had another incident 5 days later that was almost the same, if not worse. Which I will be filing a separate complaint for. We are unsure based off of this incident what needs done at this point. It is only fair that we would normally pay for the extra mileage past the 100 miles on our account but due to what was done to us and all of the hotel bills we had to pay thanks to AAA, we should NOT have had to cover the extra towing mileage. We are unsure of what our next steps should be concerning the money we have lost thanks to AAA, danger our child was in (again), and hours my husband was in a hot car without food due to the location he was stuck in.

AAA National Response • Aug 17, 2018

The club stated that they have reached out by phone and email and have call details from the events. They reached out to member *** at *** to provide their contact info. They also sent an email to ***.

I have called the company at least 3 times since cancelling my membership a few years ago to stop mailing me additional service offers (junk mail).
I have called the company several times about getting my info off of their mailing lists (roughly 3 times, different people each time). The company still sends me mail and even found me at my new address after I moved somehow. I would like them to stop sending me junk mail. The fact that they found me at a new address is disturbing since it's one they never had.

Desired Outcome

I don't want them to contact me anymore by mail or phone.

AAA insurance intentionally misleading customers
Until 6/15/17, I used to live in Waukee, IA. I had purchased renters insurance, and when I moved to California on 6/22/17, I asked AAA repeatedly to change both the mailing/address, as well as the insured location to my new home (***). Repeatedly I was assured via phone the change has been made, only to learn upon renewal that such a change could (never) be done (...). Factually the Waukee location was insured with payments made since 6/17, and no coverage was provided for the new home in Lincoln. I have asked AAA for a full refund, which has not been provided so far. Intentionally and repeatedly misleading customers is not an acceptable business practice. While AAA has reviewed the many calls I placed, AAA still refuses a full refund.

Desired Outcome

full refund in the amount of $339

AAA National Response • Jul 11, 2018

Club has notified us that a refund was issued to the member on 7/3 via EFT.

Customer Response • Jul 12, 2018

From: ***
Sent: Wednesday, July 11, 2018 6:41 PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref*)

Refund has been issued after legal action had been initiated. Case closed. Thank you !

My vehicle broke down on June 21, 2018. I called AAA at 10:12 a.m. to have my vehicle towed to a local shop for repairs. At 12:53 p.m., the tow-truck arrived. Waiting nearly 3 hours for a tow is not acceptable! I had to take a personal day from work because of this!

Desired Outcome

Store Credit I want my membership to be reimbursed for 2018, or have 2019 paid for by the company.

AAA National Response • Jul 10, 2018

Club notified Mr. via an apology letter that the call will be waived and included a call back number for Mr. to call back if he had any concerns.

Customer Response • Jul 10, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Simply "waving the call" does not meet my expectations.

AAA National Response • Jul 11, 2018

Member will need to follow up with his local club at the number they provided him, as we are unable to assist with this compensation.

AAA failure to provide services or reimbursement for charges incurred as a direct result of those services not being provided.
My name is Kylie Borges, and I have been a AAA Plus member for the past 2 years. I had called AAA on 6/2/2018 at 12:04am for assistance with a tire change. They told me it would take 50 minutes for someone to reach me. I own a black vehicle and was broken down on the side of the road that had no real shoulder, plus there are no street lights, so I had to put my emergency flashers on. While I was waiting, a random stranger pulled up on his bicycle to offer assistance with changing my tire. By 1:20am, AAA still had not called me, texted me, or otherwise informed me of any delay. I called AAA to ask where they were, and they told me it would be another 30 minutes, and it was at this point that my car battery died, so I told them they needed to also come out to help with a jump start. At 2am, AAA again had not shown up or communicated with me, and so the gentleman that had stopped to help me offered to go get his car and jumper cables to help, which I accepted. I called AAA again, asking what happened, where they were, etc., and they informed me that the driver they thought was responding to my call was actually at home sleeping, and that some other employee of that towing company (they didn't give me that information) was logged in using the sleeping guy's ID number and responding to calls. This, in and of itself, sounded like a violation of labor laws and a major liability for AAA, but this is not my business and I just wanted to get home safely. The AAA representative told me she'd file a complaint with their member experience department that day, that someone would contact me shortly regarding that complaint, and then we ended the call. The good Samaritan returned with his car and helped get my car started again so I was able to get home that night---AAA never ended up showing up.

Later in the morning (9:47am), I called AAA to come out to test my battery (because it was dead again). They came out and determined my battery was completely dead and I needed to get a new one. I had not been having ANY problems with my battery prior to this night, and it was a direct result of AAA not showing up and getting me on my way the first time around that my battery died in the first place, so I had to pay $160 for a battery replacement + $30 tip.

On Monday, 6/4/2018 at 4:pm, a woman named Destiny from AAA called and left a message on my phone regarding my complaint ( I was in a meeting at work when I missed her call). I attempted to call her 2x/day for the rest of the week, leaving voice messages. She did not return my calls as of Thursday 6/7, so I elected to contact the main customer service line for help. The gentleman I spoke with told me he didn't know what had happened/why anybody hadn't called me back, but that he'd file another complaint on my behalf and that someone would be in touch within 2 days.

As of Monday, 6/11/18, nobody had contacted me, so I called the customer service line again (at 11am) to ask what was going on with my complaint. Specifically, I demanded to be refunded for the 2 years of membership I had been paying since they never provided me with the service I paid for in addition to the $191.40 I had to pay for the new battery/installation/tip, totaling in $380.40. I was passed along 3 different people before I was told that it was my choice to purchase the battery, so they would not reimburse me for that, and that their policies and procedures state they don't reimburse for annual costs. When I asked to speak with their supervisor, they told me she was out on lunch (though she supposedly had just finished speaking with the representative about the no reimbursement policy).

I am absolutely livid with AAA and their failure to provide the service they purported to offer, as well as their failure to appropriately respond to my request to reimburse me for my horrible experience. Please let me know if additional info is needed for this complaint.

Desired Outcome

Reimbursement of the car battery replacement amount ($191.40), plus membership fees for the 2 years I was a AAA Plus member ($98 for 2016-2017, and $91 for 2018-19), totaling in a refund for $380.40.

AAA National Response • Jul 10, 2018

Club agent reached out to the member and advised that she would not be able to meet the member's request for a reimbursement and the member disconnected.

Customer Response • Jul 10, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. AAA failed to provide a service, and as a direct result of that negligence, I incurred additional charges in having to replace a battery. Furthermore, when you pay for a service for any amount of time and that service is not provided when you need it, the most basic expectation is that a refund is issued, since NO SERVICE WAS PROVIDED.

I will continue to pursue this issue as long as it takes for a response from AAA that is commensurate with the horrible experience I had as a customer of theirs. AAA appears to neither care about its customer experience nor in providing the service it claims it offers. This is a classic bait and switch, and a gross failure in customer service.

I will absolutely not accept this joke of a response from AAA.

AAA National Response • Jul 11, 2018

Member will need to follow up with her local club directly, as we are unable to assist with this reimbursement.

I purchased an International Drivers Permit from AAA and it was never received.
On March 20, 2018, I filed an application with AAA/IDP to be provided with and International Drivers Permit at a cost to me of $20 (check # ***). On May 10, 2018, having never received it via postal mail, and the check clearing the bank on April 11, 2018. I called AAA Customer Service in Heathrow, FL. Their Customer Service person told me, upon looking up my information, that it had been processed and mailed on April 6, 2018 that they (AAA/IDP) no longer have any obligation to provide me anything. She stated that the issue was my between the U.S. Postal Service and myself to contact them. I persisted, in regard to paying them $20 for nothing, and their cavalier attitude and she conveyed that she would advise the Customer Service supervisor to contact me. This has never happened ether. What amazes me. If I were to send a check for a monthly payment, say, to ***, and the check did not reach them, would that end my obligation to ***? Could I tell them, its now between you and the postal service. I no longer have an obligation to you. I hardly think so. It could very well be possible, that the envelope had fallen off a table and is laying on a floor in their facility. But, because the drivers license was processed, they also feel it was shipped, that isn't necessarily true. All I know is I payed AAA $20 for an International Driving Permit, I have not received yet.

Desired Outcome

I am requesting a total refund of the $20 fee I submitted for this International Drivers Permit. There is no way that they could process another in time for my overseas trip. I want a refund.

AAA National Response • May 17, 2018

A new International Driver's Permit was sent out with the correct address which the consumer provided. No extra charge will be made for sending out the second IDP.

Customer Response • May 18, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Per the email I received from the AAA Member Representative, on May 16, 2018, in reply to the Revdex.com complaint I filed on May 14, 2018. AAA now states (which they had not in our phone conversation of May 10, 2018) that the envelope initially mailed me on April 06, 2018, which contained my International Drivers Permit, I purchased from them for $20., was returned to them on or around April 30, 2018, as being un-deliverable. Is it not ludicrous, that this very letter I called them requesting delivery status of on 5/10/18, was at the time of my call, in their physical procession (photo copy sent me by AAA), yet Customer Service personnel stated to me over the phone that they had no idea, no clue, where it was, that I should contact the U.S. Postal authorities for its whereabouts, they no longer had any obligation to me. The period of time after 4/30/18 (letter return date to AAA) was a period of approx 18 days, better than 2.5 weeks, that this permit has been in their physical procession and could have been re-mailed me by AAA before my overseas departure on May 19, 2018. Now, AAA seeks to send me as restitution for their slothfulness, not my requested refund of $20., but a useless permit as appeasement, as I'll be gone by the time it should questionably ever arrive. Per their after the fact re-mail to me upon my filing a complaint with and Revdex.com involvement. I had initially submitted a photo-copy of my valid Missouri Drivers License (which contained my address), which they used for processing the International Driver Permit. I had additionally submitted an application with my full address and a viable home phone number for needed contact. All, of which could have been accessed by AAA for a timely re-direct of this letter. There was ample and sufficient information and means and time to correct this issue before my departure. Yet, there was, per my opinion, no concern in regard to correcting this situation on their part. I personally feel this whole situation could have been corrected with minimal effort by AAA with resources and information at their ready disposal, resulting in a satisfied customer. However, with my personal experience with them, there seems to be this total lack of initiative and concern for customer satisfaction and their dealings with clientele. There is no wonder that the Revdex.com has assigned them (AAA, Heathrow, FL) a letter grade F rating. That in and of itself speaks volumes, and supports my allegations. Now, this being my first encounter with AAA / IDP and experiencing their reprehensible quality of service and product delivery, which both are deserving of rebuke. Its per my own experience and loss, that I personally feel they operate a very slipshod and heedless business operation. With an I don't care, caviler approach and a pass the buck mentality that seems to be prevalent within their staff I've communicated with. It is what it is, I won't be doing business with them in any way, shape or form.

I am a Gold member with towing reimbursement on my policy. I filed a claim 3 times the way they said to and they did not pay me the reimbursement.
I am a AAA member with gold status I had a car towed by a secondary party which AAA offers towing reimbursement I did everything they asked me to do filed every form they ask me to do three different times and it came back that they denied my claim because it was over 60 days but it was it within 60 days that the forms were filed they asked me to resend the forms because the receipt was not legible because it was a copy receipt from the towing company and we resubmitted it in a better manner so they could read it and apparently they had another issue so we called and spoke with AAA several times with them promising us our money back. I would like to get the money that I paid for the towing from my accident scene back from them per their agreement and in their policy for towing reimbursement it's ridiculous that I filed it within the 60 days give them all the appropriate paperwork and they still denied the claim I pay for two households of AAA coverage gold status my car was within the mile range of my policy I spend a lot of money on AAA services as well I need my money replaced only because it's fair and it's what they offer and their policy I've spoken with them several times on the phone they told me not to worry don't worry about it it was filed within 60 days even though the lady on the phone to me not to worry about it that everything would be all set I faxed I mailed I called I did everything they asked me to do several times at least three times I file the appropriate paperwork and was denied the claim it was close to $500 or more and they have to honor it it's ridiculous that they denied the claim and it's illegal I would like to be reimbursed for the money I had to spend on the towing. I follow their instructions every word of it sent it into them spoke with them from everything they said everything was all right and they were supposed to be sending me my money back instead I got a denial letter I'm very irate about the situation and I am no longer going to carry their services unless this is resolved. I have spoken with AAA several times and they have told me that they are going to reimburse my money just to send in the forms I sent in the appropriate forms and they still denied the claim so I was lied to directly on the phone on more than one occasion. It's ridiculous that an elderly man has to go through this much trouble to get money back for service that he pays for I had a accident it was towed from the scene AAA supposed to reimburse the money for secondary towing and they did not and they told me on the phone they would I have a copy of the denial letter just not the ability to scan it into the computer I could send a picture of it if need be thank you very much for your help I would like for reimbursement for the towing charges that I had from the tow scene to the storage yard for the car as my reimbursement and resolution

Desired Outcome

I would like for reimbursement for the towing fees and towing charges refunded to me as soon as possible I have the receipt for the towing services as well and my name is in there documents in there notations for calling in about this resolution and I have the copies of the paperwork that I filed with them to submit the claim

AAA National Response • May 21, 2018

We were notified by the member's club that this member was reimbursed the $160.00 on April 20, 2018

Customer Response • May 22, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
AAA honored the reimbursement request after reviewing the details and understanding they did receive the request on time. Issues responding to questions resulted in the request appearing to be very late.

AAA Travel failure to comply with verbal/written agreement for trip requirements/necessities due to medical disability/handicap.
Booking a trip through AAA, I advised the agent, Sean, that I have medical disabilities/handicaps and have certain 'requirements'; stating that I must have A/C and either a bathtub or handicap shower in my rooms. He advised that it would not be problem. He lied. Once I booked the trip, my 'requirements' were changed to 'requests'; without guarantee. I called and asked what happened and he said not to worry and he would correct it.
Later, I received a 'Docusign' with the wording that I was totally satisfied with the terms of my contract, at which time, I learned that my requirements were still listed only as requests. Again, I discussed this with Sean and he advised that this would not be a problem and it would be corrected.
After repeatedly getting Docusigns without my requirements included/corrected, I sent emails to Sean 1/28/2018, 2/5, and 2/13 and never got a reply. I contacted his supervisor, Karen, and received a reply stating that Sean replied to my emails on JANUARY 24TH!
It's obvious, no one is or has been listening to my requests or to my emails as how could Sean have replied to my emails of 1/28, 2/5, and 2/13; on 1/24.
My trip is drawing near and at this time; I am uncertain if I will be able to go as my medical needs are not being met. I am going alone and am afraid that I will become ill because I must have A/C and either a bathtub or handicap shower in my rooms.
In addition, the reason I booked this trip was to get a $25 reduction as a AAA member. Later I had to fight to get the $25 discount; which I will, now, receive after the trip, Oct. 2018. Also, transfers to and from the airport were to be included. Again, Sean messed up and now I need to pay for the transfers and will not be refunded until I return from the trip. There have been consistent errors on Sean's part; the medical being the most crucial.
I'm booked for a trip that I have wanted to take for years; and that got delayed because of an accident that left me disabled. But instead of being excited and happy; I'm terrified that if I go; I may wind up sick and in a hospital unable to complete the trip.
I am hoping that you can help me get in contact with AAA headquarters to get this issue resolved and in compliance with the agreed upon terms.

Desired Outcome

As promised, I need AAA to guarantee that I will have A/C and either a bathtub or handicap shower in all of my rooms; as this is a medical necessity.

AAA National Response • Apr 23, 2018

Customer was told that they will do their best to get her a handicapped room, but there are not guarantees. Per the club, there is nothing else that can be done for this customer. The club has spoken to Ms. several times and relayed this message.

Customer Response • Apr 24, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't think you clearly read and understand the nature of my complaint.

I have a disability/handicap. The issue is not just about having handicap rooms; but also about having rooms with air conditioning. I cannot stay in a room during the heat of the summer months without air conditioning; and I am unable to stand up in a shower because I lose my balance. Therefore, I require either a bathtub or handicap shower. This was conveyed to your 'club' agent, Sean, from the very beginning; and he agreed to these terms and agreed to include this as requirements in my trip. But, he did not. I discussed this with two friends who went to Ireland during the summer months and they both had a hard time dealing with not having air conditioning in their rooms; and, unlike me, they don't have a respiratory problem and/or a lung that was torn in an auto accident. In addition, I spoke to my doctors about this and both of them advised that I should not take the trip; unless I am promised air conditioning in my rooms as it could lead to medical problems. Therefore, because of Sean's incompetence in doing his job; I have been forced to cancel my trip. Again, in addition to my disappointment in having to cancel my trip; I will suffer a financial loss. This is all because Sean made promises that lead me to sign on for the CIE tour; and he was fraudulent in his promises. In addition, I did not get a response to my complaint to the Revdex.com from 'the club' (you for AAA) until only yesterday and my final balance for the trip would have been due this Thursday, April 26; and I did not wish to make further payments for a trip that it appeared was never going to include the requirements I was promised and medically required; so I cancelled my trip.

So, as you can, hopefully, now see: Yes, I have had conversations with agents from 'the club', after the fact, whereas your 'club' agents said they would 'request' those things which are a medical necessity; which is unacceptable. I cannot go and be comfortable and enjoy a trip, not knowing if I am going to have the necessary requirements in my rooms at each of the scheduled destinations while in Ireland.
In finality; your AAA Agent, Sean, made false promises which lead me to sign up for a trip that I now have cancelled because after repeated conversations, correspondence, and finally a complaint to the Revdex.com; you still don't get it that what I was falsely promised; rooms with air conditioning and either a bathtub or handicap shower are 'requirements' and not requests. And, unless you can guarantee these requirements; I am medically unable to go on this trip.

AAA National Response • Apr 26, 2018

We want you to know that AAA takes seriously the feedback we receive and apologize for any difficulties you have experienced. Our mission at AAA is to provide the highest possible quality of service to our members. Please be aware since AAA Club Alliance has your travel reservations/records, we have alerted their management team with your recent feedback for additional assistance regarding your request.

Customer Response • Apr 28, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I filed this complaint with the Revdex.com in hopes that I could get someone from AAA headquarters to contact me, via email, to resolve all issues/problems with not getting the requirements needed for my trip which resulted due to the incompetency of your AAA Travel Agent, Sean. I could not even get his supervisor, Karen, to clearly understand all the errors that Sean had made; thus almost ruining my trip. I say 'almost' ruining my trip; because, I finally gave up and cancelled my CIE Tour booked through AAA. But, I have re-booked a trip directly through a more reputable company, Love Irish Tours. I have lost a lot of time and money due to Sean's incompetency and lack of ability to listen to the needs/requirements of his customer.

At this point, please refer to the very first portion of this claim to the Revdex.com, whereas I stated; "I wish to be contacted by AAA Headquarters, via email, to have this issue resolved. I prefer email as it is hard to reach me by phone; and, I have lost confidence/trust in verbal agreements with AAA".

I never got that email from AAA headquarters. Therefore, I never got the opportunity to be in contact with someone at AAA, hopefully, more competent and able to resolve this issue/problem .

I do not feel that AAA takes the feedback received, seriously, as they failed to work, competently, with 'this' customer to resolve issues caused by their staff.

In summary, I would never book a trip through AAA again; because they are not a reputable travel agency. They are not even a good auto club; as I have had instances where I could not even get roadside assistance, when needed; despite the fact that I am a senior citizen with a handicap/disability. I have cancelled the trip, taking both a time and financial loss. But I have learned a valuable lesson which is: DON'T DEAL WITH AAA. Obviously, since I have experienced that you do not provide the highest quality of service to your members; I will not be renewing my membership.

AAA Failed To Cover Battery Under Warranty And Damaged Vehicle During Servicing
AAA battery failed during the 5 year warranty. Customer service clearly stated that the battery would be fully covered. A junior technician came out to examine the vehicle. During his examination he continuously attempted to start the car during which the starter started to make a gear grinding noise due to lack of appropriate power. He was asked by my son to stop but continued to do it. Then the technician fabricated a story that we "abused" the battery with no evidence to support such a claim and deemed the battery warranty void.

Desired Outcome

My son had to replace the battery. I expect AAA to provide credit for the purchase price of the battery $105 + appropriate credit for my son to install it. In addition I expect AAA to provide a letter indicating it will cover any issues with my starter for the next three years.

AAA National Response • Apr 06, 2018

Club has spoken with the member's son and resolved the matter and will refund the new battery when proper documentation is presented.

Customer Response • Apr 12, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The battery replace receipt has been supplied. However the AAA issued receipt from 3 years ago currently cannot be located. Since that receipt was for a AAA battery that AAA supplied it shouldn't be required as AAA has access to that information.

AAA National Response • Apr 17, 2018

Club has responded stating that member was refunded and the case is resolved. For further inquiries, please contact the club directly at the Member Services Office: (716)633-9860.

RE: AAA Roadside assistance.
On Friday March 23 I contacted AAA Roadside assistance regarding a flat tire on my 2007 Toyota Sienna Van. I stated to the dispatcher that I will need a long tow due to the fact that, I have 19" custom rims and that, if I were to use a possible doughnut spare that it may cause damage to my van since it is CONFIRMED to be much smaller. So, they then agreed to send help to me at Yosemite View Lodge. After an hour of waiting, they called me to say that hwy 140 was CLOSED and that they could not reach me at my location. So, I then called *** to confirm their claim. Upon contacting *** they said that hwy 140 was in fact OPEN. After contacting ***, I then, asked 3 different parties arriving at the Lodge and they too told me hwy 140 WAS IN FACT OPEN. So, AGAIN I contacted AAA to tell them that the road WAS OPEN. Again, they said that they will send Help. Another hour passed and they AGAIN claimed that hwy 140 was CLOSED, and added that the road was washed into the Merced river. I have a special needs child that is only 4 months old in tow with myself and my wife and a 5 yr old . And, it was close to check out time to top it off. I ellected to install the UNDERSIZED spare onto our Van because AAA Plus FAILED me badly and I was determined to try to reach Civilization before the road REALLY did become blocked. I/ we drove 70 miles on this doughnut tire to Merced to have 2 new Rims and tires Installed because of a CRACKED rim. While I am in Merced Ca. (Roy) at AAA Roadside assistance called me to say that hwy was STILL CLOSED. I was furious as I have already traversed hwy 140 and it was OPEN.... NO road damage as they had claimed earlier. THIS is NOT ACCEPTABLE. AAA has failed to provide me with a contracted service for which I paid in advance IN FULL.
Product_Or_Service: Roadside Assistance PLUS
Account_Number:

Desired Outcome

Refund 1 full years REFUND or I shall SUE for BREACH of Contract! along with mental anguish, undue stress and possible punitive damages!

AAA National Response • Apr 26, 2018

Club has notified us that membership dues have been reimbursed to member.

Customer Response • Apr 26, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)

A blow out of my tire called AAA the tow truck never came the AAA rep. they can't find you and maybe they will come back later this is criminal by AAA
I was left stranded on the side of the road on the Long Island expressway by AAA with a blow out of my tire. I called and selected the option of GPS tracking by AAA. I told them my location the tow truck never came and I was called by AAA that the tow truck cannot find me. I spoke to the tow driver and gave him precise direction of where I was the LIE. The LIE is a main artery with Exit numbers. I got a call about a half hour later by a AAA representative and said the tow driver wet to another person and may they will come back to try to find you. I was subsequently left with my only option to drive my car on three (3) wheels to get to a resin station. There is no other words other thsn to say what AAA did to me was criminal I could have been killed on the express way and service road by all of the cars traveling at a high rate of speed.

Desired Outcome

Resolution I want a phone call from AAA a refund of 130.00 that I pad for the year I revived no service and education and trading to the AAA staff to ensure customer safety and to have reliable towing company's represent them. And any and all remediedies deemed approriate.

AAA National Response • Apr 03, 2018

Club contacted the member and refunded member her dues for this past year and will keep her membership active.

Customer Response • Apr 04, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
AAA apologized for the bad experience and granted my request for a refund and my membership for the new year will remain valid.

The company refuses to cancel and refund my membership dues.
My husband, ***, is the primary account holder. The account expired in November 2017. I didn't realize that my husband has let the account expire purposely because our vehicle insurance provides the same service. So when I realized the AAA account expired Wednesday, 2/28/18, I called to renew the membership. Cancellation policies were not discussed during my phone call with the representative. Even though I was not the primary account holder AAA let me renew the roadside assistance. I told my husband I renewed it and he told me that he purposely didn't renew it. When I called to cancel the membership today, 3/2/18, I was told I could not cancel it because I was not the primary account holder and that my husband would have to call. This didn't make any sense to me because I was able to renew it not being the primary account holder. Nevertheless I had my husband call. He was told that the cancellation policy is only for the first 24 hrs. I feel like AAA has misrepresented their practices since I was told simply that my husband had to call to cancel the membership and then he was told he could not. I also feel their practices were misrepresented because I was not informed of the cancellation policy at the time of renewal. Furthermore, as the secondary account holder I should not have been able to renew the policy.

Desired Outcome

I would like AAA to refund the $112 renewal fee that was charged to my checking account.

Customer Response • Apr 11, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The terms and conditions cited in the response were sent to my husband, the main member. They were never explained to me, the associate member, when I renewed over the phone. Again, I renewed a membership in March 2018 the main member, my husband, had chosen not to renew in Spetembe 2017 inadvertently. I feel it is a dubious practice to allow the uninformed associate member to renew a membership without all the facts and it is a lack of customer service to not understand my mistake and refund our money. I didn't expect this lack of customer service from a company such as AAA.

Check fields!

Write a review of AAA National

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

AAA National Rating

Overall satisfaction rating

Address: 1000 AAA Drive Box 61, Heathrow, Florida, United States, 32746-5080

Phone:

Show more...

Fax:

+1 (407) 384-2714
+1 (407) 897-1305

Web:

This website was reported to be associated with AAA National.



E-mails:

Sign in to see

Add contact information for AAA National

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated