AAA Customer Service Issues

My experience with AAA on our road trip to Northern California was very disappointing. I contacted the AAA office multiple times, and each time I was informed that the issue was specific to Northern California, not Southern California. After speaking with a supervisor in Southern California, I was assured that they had contacted Northern California and that a representative would be in touch with me. However, it has been 2 weeks since then, and I have yet to hear from anyone regarding my problem with AAA.

As a member of AAA, I had my battery replaced on December 13, [redacted], and paid $[redacted].15. My receipt indicates a free warranty. On September 7, my car wouldn't start, showing the battery only lasted 9 months. Although my membership was canceled in [redacted], I believe I should still be eligible for a replacement battery as I was a member when I purchased it. I've been attempting for 30 days to get a local vendor to deliver the new battery with a $55 delivery fee, but they claimed to be too busy with their members each day. I think AAA should honor the warranty and reimburse me $[redacted].15 for the replacement of the inferior battery you provided. I have receipts available if needed. - SM

I called yesterday, Wednesday, to request a tow at 1:49 pm. I was informed it would take up to [redacted] minutes, which I computed as 2 hours and 40 minutes. The drop-off location closes at 5, and despite receiving a text around 6:22 pm saying the tow truck would arrive by 6:42 pm, it was already 2 hours and 12 minutes past the initial estimate. As the shop gates shut by 5:30, the vehicle couldn't be towed. Upon contacting the office to reschedule for today, Thursday, I was informed of a nearly 6-hour wait time. I believe this is unjust and suggest that the dispatcher locate a contractor who can assist me sooner, as I experienced an extensive delay beyond the expected time yesterday. I hope to avoid a similar situation today. Thank you in advance.

Membership #[redacted]00 Priscilla A. Pepler [redacted] County Road Torrington, CT [redacted] I have been a loyal customer of AAA Northeast for several years. Recently, I faced an emergency with my pick-up truck leaking transmission fluid, requiring a tow. Despite calling the number on my card, the automated menu did not offer an option for towing services. After unsuccessful attempts, I contacted a local company, Merli Automotive, who transported my truck to Bahr Auto, totaling 8 miles and costing $87.21. The difficulty navigating AAA's phone system and the lack of direct communication with a customer service representative during a time-sensitive emergency has left me considering whether to renew my membership. I kindly request reimbursement from AAA for the incurred expenses. Thank you, Priscilla A. Pepler

I accidentally let my membership expire, which I've had since [redacted]. I called today to renew it, but after 45 minutes on the phone, I was unsuccessful. It seems my membership number is no longer valid for online renewal. I recommend allowing numbers to be valid for 30 days after expiration to avoid issues with online renewals. During my call, I spoke with Ernest, who asked for my account number before abruptly transferring and disconnecting. Sheila and Marklyn were also involved, leading to frustration. The limited service areas, like not being able to include Carol and Michael Degnan from Warminster, make me question how small they are. I plan to call tomorrow to cancel.

I have filed a complaint with the BBB due to ongoing issues with resolving a problem with AAA. Despite sending a check to renew my wife's membership (#[redacted]), we have not received a new membership card. The bank confirmed the payment was processed as an ACH transfer on 7/5/18. Despite providing a letter of confirmation, AAA claimed it was not sufficient proof. Customer service was unhelpful, and a supervisor was dismissive and uncooperative. Despite acknowledging the $91.00 payment, they refused to apply it to the account without a copy of the check. After a frustrating conversation, where the supervisor was rude and unprofessional, I expressed my dissatisfaction with the situation. This experience has tarnished our previously positive view of AAA's service. I hope this feedback prompts a review of how customer issues are handled to prevent further customer losses. Although I am disappointed, I doubt this complaint will bring about meaningful change, but I felt it important to share our negative experience. Best regards, Gina and Juan Saenz

I am urgently seeking assistance regarding a payment issue caused by my insurance agent, Jay Linton. He mistakenly informed me that my payment could be debited from my savings account, not realizing your system had changed. This led to the payment being returned by AAA and a subsequent cancellation notice. Jay failed to notify me promptly that only my checking account could be used for payments. Due to his oversight, it appears I did not pay on time. Despite receiving a letter confirming you received my payment, it arrived too late for reinstatement. Please contact me at [redacted] to address this matter promptly.

After a decade with AAA, I've decided not to renew my auto insurance. I initially had homeowner's insurance until I sold my house and switched to renter's insurance. In April [redacted], I visited AAA in St. Joseph, MI to pay my auto insurance in full after receiving a letter offering a $23.84 saving. Despite their computers being down, a representative tried but failed to process my credit card payment. I offered to pay by check, which he agreed to. Recently, I received a letter stating I owed $23.84 due to paying by check instead of credit card. I explained the situation to Cindy at the office, but she never followed up as promised. To my surprise, $23.84 was deducted from my account without authorization on 9/14. The customer service at Bradford/AAA in St. Joseph, MI is unacceptable, and I am disappointed. I expect a refund as I paid in full to save money. If checks were not acceptable, they should have informed me before taking it. Thank you, Eva M.

Hello, I am approaching the renewal of my membership, which I have held for several years, and I am struggling to make a decision. Unfortunately, in the past couple of years when I had to rely on your emergency services, there were significant challenges and delays. Due to this, I ended up seeking emergency assistance through my USAA auto insurance provider as a precaution. During one incident, my wife and two young children were left waiting on the freeway for over 3 hours in hot Florida weather, and I personally had to endure a 4-hour wait in 90-degree heat for a tow. Such experiences are unacceptable. As I contemplate whether to continue my membership or not, I am finding it difficult to overlook these issues. Warm regards, John B. Member #[redacted][redacted]

I bought a new vehicle on June 23, [redacted], and informed my agent about it on June 25. However, when I checked my account on June 28, the new vehicle was not covered under my policy. Despite multiple attempts in July, I couldn't get it resolved. Fearing my new vehicle was uninsured, I decided to switch providers. I told the Lindell office manager on 9/17 that I was canceling my policy since my new vehicle was still not covered. Surprisingly, I later received a collection bill of about $[redacted], which I was unaware of until cancellation. My agent mentioned this amount was for services from June 23, even though my new vehicle was not insured until I called to cancel. It's frustrating not to receive any notice of the situation until after canceling the policy.

I recently signed up for a bundle discount with AAA Insurance through Steven Bustos as my agent. Initially, everything seemed fine, but there was an issue with the auto payment due to an incorrect account number. This was eventually corrected. However, there is now a problem with the underwriter regarding a past suspension on my auto record. I have already provided the required documentation to AAA, but the underwriter claims they never received it. This situation has been ongoing, and I am at risk of cancellation by October 1st. I need a resolution quickly as I cannot afford to keep making payments for a policy that is in jeopardy due to this misunderstanding. Thank you for your assistance.

On Sunday, September 23, we contacted AAA for a tow for our motorhome in Fowler, CA, around 16 miles north of Fresno. Due to a damaged tire, it was unsafe to drive. We requested to be towed to Bakersfield, which fell within our coverage of [redacted] miles. Despite initial promises of assistance, we faced difficulties finding a provider in our location. The situation escalated when the supervisor, Zachary, suggested we arrange our own tow with possible reimbursement, which was not satisfactory. This experience, after 15 years of membership, left us disappointed. We are now considering canceling our membership due to the lack of support in this emergency situation. Sharing our experience with others to highlight the poor service received.

Today, I visited the AAA car care store on Pisgah Church Road in Greensboro, NC. I was disappointed by the staff's behavior before even entering. There was a group of male staff members talking loudly and disrespectfully, which made me decide to leave. It was unprofessional and uncomfortable. It's disheartening when a business so close to home disappoints you like this. I won't be returning to this location. It's crucial for AAA to address such behavior and ensure their employees maintain professionalism. My family values respect, and it's a shame to see the AAA name associated with this type of conduct. An evaluation or inspection of the employees at this location is necessary.

I had my car repaired at AAA in Annapolis because it was overheating. After multiple returns to AAA and visits to other dealers, it seems the issue was not fixed properly. AAA offered $[redacted] as compensation, but I paid them $1,[redacted]. I also paid another company $[redacted] and Chrysler $[redacted] for additional work. Now Chrysler says it will cost another $[redacted] to fix the problem. Chrysler service manager mentioned a possible sealing issue that led to a burst. I am looking for AAA to cover the full repair cost at Chrysler as the problem persists. I spoke with my lawyer, Mr. T., who suggested small claims court. I need a quick resolution to this matter. Thank you.

In September [redacted], I registered for a bus tour in September [redacted] to New York with stops in Lancaster, PA through AARP chapter #[redacted] in Clairton, PA. My deposit was $[redacted], and I made a final payment of $[redacted] on 9/19/[redacted]. Initially, the departure time was set for 7 a.m., but on 9/26/[redacted], we were informed it changed to 4:30 a.m. due to ticket issues from Radio City Music Hall. I believe this last-minute change is significant, and I am requesting a full refund for our members. The AAA agent involved is Myrna Blanda, and our chapter representative is Marjorie Fairchild. The trip is on November 15-16, [redacted], and I hope for a quick resolution. Thank you for addressing this matter.

As a member, Hillary Campbell, I wanted to share my experience regarding my attempt to purchase discounted tickets to Newport Aquarium for October 6th. After the purchase, I was redirected to a third-party company called Ticket Monster. Unfortunately, dealing with Ticket Monster has been a nightmare. I've had to escalate my complaints to the BBB, file a claim with my bank, and engage in disputes due to their errors and unprofessionalism. Upon further research, I discovered that Ticket Monster has a track record of negative reviews and unsatisfied customers. As a loyal customer of AAA, I am concerned with the choice of partnering with such a subpar company. This experience has made me reconsider future transactions with AAA, as we frequently travel and bring them business.

On 07/07/[redacted], I experienced a vehicle incident on the freeway on-ramp of La Crescenta, referencing Claim #[redacted]52. Despite the initial helpfulness of my adjuster, Michael, the claims department and their supervisor have failed to resolve the issues promptly. The claims department even went as far as not authorizing the repairs at the shop and towing my vehicle home without consent. I expressed my surprise to Michael about the unauthorized towing, but have yet to receive a response. It seems that Sammy, the claims manager, may have authorized this action. Currently, I have received a total loss package with a check for $[redacted], deducting $[redacted]. The estimated repair costs were $[redacted], and my vehicle's value exceeds the offered amount. Sammy and the adjuster mentioned concerns about overcharging by the repair shop, claiming the vehicle had been salvaged twice before. The shop denies this and insists on restoring my vehicle to its pre-incident condition. Despite being a loyal AAA member for 18 years, I am disappointed by the lack of professionalism in handling this matter. It's unsettling that a re-evaluation of my coverage was ordered post-incident. I seek assistance in addressing these issues to ensure my policy coverage is honored for the repair of my vehicle, which has never been salvaged according to DMV records.

As a paying AAA member, I tried to use towing services on October 5th and October 7th but was refused both times due to a new rule implemented by AAA on October 1st. During the first call, I was not present, my mistake. The second call, I was present, but was turned down because of my expired registration, a new policy that I was unaware of and could have resolved with a DMV-issued moving pass. However, my account was suspended for 48 hours without explanation. Consequently, my car was towed by the CHP, claiming unregistered vehicles pay more than AAA. The towing company manager mentioned that my car was "unregistered." I have faced mistreatment, discrimination, and ridicule from both the towing company and AAA staff. Now, my car and belongings are being held by the towing company for $[redacted]. I believe my tags were removed by the towing company. I request AAA to cover the costs to retrieve my property, as their failure to provide the paid service was unjustified due to a sudden policy change. My name is Keilyn Ellis, member number [redacted].

I am seeking assistance regarding my son's car that was towed by AAA and subsequently damaged by the towing company. I have been struggling to get support from AAA as well as the towing company to address this matter. The case number is CTS86511. The individual handling the case, Joanne Suhajda, has not returned my calls despite multiple messages. My son has been without his car for weeks, affecting his ability to attend college. We strongly feel that AAA should take responsibility for resolving this situation, as we suspect the vehicle may be salvaged. I kindly request your help in resolving this matter, as this communication is my final attempt before seeking legal assistance. Thank you for your attention. Sincerely, Ali A. [redacted]

After obtaining pricing for a family trip, my parents found the representative to be deceitful, billing their AAA credit card without authorization and not disclosing it was used. The agent refused to provide location details for the desired place, insisting personal information for all attendees was necessary to book. When my parents explained they couldn't provide personal info immediately, the rep declared the trip non-refundable. Attempts to clarify matters with corporate were met with obstacles, and the messenger service was unhelpful. As long-time AAA members, my family is disheartened by the poor treatment received during this process.