AAA Customer Service Issues

I contacted membership services on Friday to request a copy of a AAA call from July to address an auto issue. Despite being aware of the 3 to 5 business day processing time, the representative promised to expedite my request. When I followed up on Monday, another representative mentioned it hadn't been addressed yet. It's now Tuesday, and I'm frustrated after three days without an update. As a long-time AAA member, I expected better service. Simply sending the call details from July on Friday could have solved this. It's disappointing that my urgent need was not considered, especially given its simplicity. I needed this for work by Monday, and the delay has caused a major inconvenience. I hope AAA can improve their response time and customer service in such situations in the future. Best, Dawn B.

I struggled to open the passenger door twice while the tow truck driver watched as I had my cane with me. After being dropped twice, the driver became upset and blamed me for breaking the door handle. He was very angry and made threats about his truck being damaged. Later, when loading my van onto the platform truck, he incorrectly placed the tow hook, causing damage to my van by pulling it up onto the platform at a steep angle. This resulted in damage to the receiver hitch. My van is now undrivable, and I sustained injuries. I have seen a doctor who ordered physical therapy. Can someone please help me with this situation?

My spouse and I reserved a cruise through the Lake Mary office earlier this summer with one of your agents to celebrate our 20th Wedding Anniversary. We had several inquiries for our agent. Unfortunately, after many unsuccessful email and phone attempts, we were informed that our agent had experienced a family loss. We were then directed to another agent but encountered multiple disconnections and hold times. Eventually, I connected with a kind gentleman in January who assisted with some arrangements and answered our questions. Due to recent life events and concerns about the coronavirus, we decided to cancel our cruise, a tough decision as we haven't traveled alone since our honeymoon almost two decades ago. This cancellation was not taken lightly, as we were eagerly anticipating the trip. We contacted our original agent again, who explained the previous situation and suggested participation in a travel show. Despite expressing our wish to cancel, we were informed about a cancellation fee restricting us from a refund but allowing us to use the balance toward another cruise within a year. Suggesting possible alternatives, like transferring the funds for a domestic trip or a 3-day cruise, we sought clarity via email without any response since February 25th, despite sending a follow-up on March 4th and leaving voicemails. Our work schedules during the week make it challenging to connect with your office, which is closed on weekends, exacerbating our frustration. This cruise held significant sentimental value for our 20-year anniversary, now overshadowed by the communication gap and subpar customer service. We're eager for prompt assistance in resolving this matter. - H. Porter

Privacy Concern: I am a paid member and I would like to request to be removed from all marketing lists and to stop sharing cookies with your affiliates for unnecessary creditworthiness checks. I do not want your affiliates to market products to me or share my information. I see that AAA allows opting out via mail, but I would like to suggest that during this pandemic, please modernize the process and allow members to opt-out online instead of through USPS mail.

Hello, I recently contacted AAA regarding partial premium refunds amidst the pandemic, as Amica, my insurance provider, is offering a 20% auto premium rebate for Apr/May. Curious about my 85-year-old neighbor's rebate from AAA, I learned they are not providing any. I am disappointed as the top 10 companies, comprising 72% of drivers, are offering rebates while AAA, a major player, is not. With reduced driving, it is disheartening that AAA prioritizes profit over customer support during this crisis. I have raised this issue with CNN and Fox News, urging them to investigate and shed light on why AAA is not following suit. I hope public awareness prompts AAA to reconsider their approach.

This is my second complaint. My car was towed from Hightstown, NJ on May 26, [redacted]. I had no other way to get home. I am a 70-year-old disabled senior citizen. I wasn't allowed to ride in the tow truck with the driver. One of the AAA agents told me they would provide names of services to take me home, but they only offered $40, which I didn't have. I was left alone in an unfamiliar area. If it had been at night, I could have been in danger. I had to borrow money to get home, spending $[redacted]. I have written to the Attorney General's office, Consumer Affairs, and plan to contact my senators and the Better Business Bureau. My name is Olivia Webster from Bridgeton, NJ, and I paid $[redacted] for Premier membership.

My Mercedes was towed to AAA for repairs, but they couldn't do the work. When I asked them to tow it back home, they wanted to charge me for another service. The car then disappeared from their shop without any notification. AAA claimed they towed it because it had been there too long but couldn't provide details of the towing company or location. Despite my suspicions that an employee may have been involved, AAA refuses to share video footage or towing paperwork. This situation has left me without my car and frustrated with their lack of transparency.

I attempted to request help for a flat tire but was informed of a 3.5-hour wait time, which I find unreasonable. Now, I am struggling to cancel the request as every option leads to an automated system. The app requires login details I do not possess, and texting also seems complicated. Our car got a flat tire at my daughter's place, and upon requesting service at 10:30 pm, they mentioned it would arrive by 1:30 am. I need to cancel to avoid the service provider showing up at my daughter's house in the middle of the night and disturbing her.

To AAA President & CEO Anthony B. Spada, Jr. Dear Mr. Spada, I recently read the Autumn [redacted] issue of Member Connection and felt compelled to address some concerns. The issue seemed to downplay the severity of the [redacted] Covid-19 pandemic and its impact on Western and Central NY AAA Members, including safety measures such as PPE, social distancing, and isolation. The focus on office adaptations and travel promotions disregarded the current reality of global crises like climate change and environmental disasters, neglecting to promote eco-friendly travel options and outdoor experiences. AAA's support should encompass acknowledgment of these pressing issues, including the economic challenges we face. Sincerely, Hal Bauer

I need assistance with a recent issue I had with AAA regarding a Renters Insurance Policy I was pressured into getting when making changes to my Auto Insurance Policy. Initially, an additional $57.00 was collected for the Renters Policy, but they failed to process the paperwork I sent back, leading to a Notice of Cancellation. After sending the paperwork again and receiving discount checks, AAA later charged me for another Renters Policy without my consent, causing an overdraft fee. I am requesting a full refund of the initial Renters Policy payment, reimbursement for associated charges, and the $30.00 overdraft fee due to AAA's errors. Despite discussing this with a Supervisor named Romeo Luciano, I faced blame and uncooperativeness. I expect a prompt resolution to this matter and the refund credited back to my checking account or issued as a physical check. Thank you for addressing this promptly. Sincerely, Linda Kay Johnson JD.

I recently received a letter indicating my membership has lapsed due to an alleged lack of payment, despite not receiving any prior notifications. The card in question is set to expire on August 01, [redacted], which should not have caused the expiration. The notice mentions an annual $91 payment due between EXP. 10/01/20 - 1/01/21, but the wording is unclear. I'm willing to pay the amount owed but concerned about the card status. The card number is [redacted][redacted] 9, valid through Aug 01 [redacted]. I am ready to visit the nearby AAA office to settle this matter in person if necessary. - H.A.

Hello, I reached out to you previously but have not received a response. My membership number is [redacted][redacted] 4. The last time I sought help with my battery was the final road service call allowed for my account until March. However, I am requesting that two or possibly three of those instances be reinstated in my account. I made multiple calls about the dead battery before discovering it was faulty and replaced under warranty at no cost. Since the faulty battery was not identified during at least two of the calls, I believe these calls should be credited back to my account as I purchased the battery from AAA. I hope my request is clear. Please confirm if you can address this matter. Thank you.

Today, my daughter contacted road-side assistance to have our car towed to the repair shop after an early accident. AAA road-side mentioned they would arrive by 1:15 p.m., but no one showed up even after 2 hours. Upon calling back, AAA road-side informed her it would be another 1 1/2 hours before they could reach us. This was not feasible, as the shop closes at 4:30. I find this unacceptable. What is the point of having AAA if this is the service provided? This is truly terrible service. Are there no additional wrecker trucks available in Knoxville? I am considering canceling my AAA membership. Completely dissatisfied. - Mike T.

I have both home and auto insurance. I have received numerous bills and estimates for my cars. I find it frustrating that there seems to be a lack of organization on your end. Just last week, I was sent a statement regarding my cars, and when I called to drop coverage on one and place it in storage, the rates on my remaining car increased significantly. I kindly request that you rectify this issue promptly and revert to the original rates as this sudden increase from $[redacted] to $[redacted] for bodily injury coverage is unacceptable. My details are as follows: Jean G., policy number aut[redacted]59.

I am extremely disappointed with my roadside service experience for the second time. I requested assistance at around 4:45 am, went through the chat which failed to find a service provider after 45 minutes. After contacting them, I was informed a provider would arrive by 5:45 am, but no one showed up. At 7:15 am, a driver from United Towing appeared, was extremely rude and unprofessional. After waiting in freezing weather for over 2 hours, he mishandled my blue [redacted] Harley Davidson, damaging the front fender. He showed no remorse or apology. This marks the second time my roadside assistance has failed me, as previously I was kept waiting for over 3 hours without any help. I would appreciate a prompt response regarding this matter. Thank you, Billy F.

I need assistance as a lifelong AAA member. As a 32-year-old disabled American Veteran, I need help with an issue regarding my son, Richard James Evans. The policy number is CAAS[redacted]12, and you can reach us at [redacted]. The address is [redacted] Antelope Ct., Weed, CA, [redacted]. My son received a disturbing voicemail from AAA this morning. According to the message, there was a glitch in the AAA system that failed to register his five vehicles, leading to the advice not to drive for sixty days until it is resolved. This information caused distress to my son, as it resulted in potential fines, registration suspension, and complications at the DMV. We understand that mistakes can happen, but we require urgent assistance to rectify this situation. Please provide competent help to reinstate my son's registrations promptly and restore his confidence in AAA. Thank you for addressing this matter promptly and professionally.

This has been a challenging day for me. As a loyal AAA member for over 60 years, I encountered issues with a recent service call for my van battery. Despite purchasing the battery from AAA without a receipt, when requesting a replacement, the service man was unhelpful and rude. After speaking to a supervisor, I was advised to buy a new battery and seek a refund through a provided form. Being limited to only 4 service calls per year, I am requesting a refund for the battery purchase and additional service call credits due to the service mishaps. I hope that as a long-term customer, AAA will consider my request. Thank you, Aleeta Long.

This has been a challenging day for me. I contacted AAA for the second time in a week because my van battery was dead. The AAA representative mentioned that I could get a new battery from the service provider for free. I had purchased the battery at my home in Concord from AAA. Despite searching for the receipt, I couldn't locate it. When the service provider arrived today, I requested him to check and replace the battery. However, he rudely informed me he didn't have any batteries available and was too busy to fetch one. After a conversation with a supervisor at AAA, I was advised to purchase a battery and seek a refund by filling out a form. I kindly asked for three service calls due to the errors made during the previous visits. As a long-standing AAA member for over 60 years, I am disappointed by the lack of assistance in this situation. I'm requesting a refund for the battery purchase and reimbursement for the service calls. I look forward to hearing back from the appropriate department regarding this matter. Thank you, Aleeta Long.

During the summer, AAA replaced the battery in my [redacted] Toyota Tundra. The technician mentioned that they used a 24F battery instead of the required 27F, promising to contact me when they had the correct one available. With everything going on lately, I forgot about it. Now, I've been trying to reach out to AAA regarding this issue, but I haven't had any success. What should be my next step?

I am a premium member of a roadside assistance service but currently not stranded on the road. I am at a friend's place with a motorhome issue related to the steering column of my [redacted] Rockwood Regent motorhome. I am looking for trustworthy help, preferably from AAA. Despite this not being an emergency, I seek advice on getting it fixed or getting reliable assistance. My name is Patricia L. Clay and I am currently in Fresno, CA, at [redacted] W. Dudley Ave, with a new phone number, [redacted]. Can you please guide me on how to hire help or offer any advice? Thank you, Ms. Clay.