American Automobile Association [AAA]
Reviews and Complaints

I have had AAA roadside assistance for 15 yrs. Most of which it has been the Premium plan. I have three users connected to my account. With the premuim you are allotted three service request. This year my granddaughter requested assistance 4 times for 3 incidences. We only used the other two cards once or twice. Well based on my granddaughter using the benefit consistent with what I paid for AAA sent me a later stating that after 15 years of being a loyal customer there are not going to renew my account because of "Dispositionate use." Again, 15 year customer, have not used the full benefit I paid for as a Premuim customer and yet they are dropping me because I used the service that I paid for. No doubt I will pursue a legal remedy because this corporate greed is unacceptable.

I have RV premium thru AAA, I’ve paid for years never using it. I needed tow truck last Sunday agent said they’d keep me informed on how it was going. After hours agent said sorry can’t find anyone to tow us so then says you’re on your own. I said we understand it’s Sunday can wait till Monday. Then asking for Supervisor. Supervisor said same thing they can’t help us, & on our own. I asked about Monday she said do you want us to keep looking I said yes. Never heard another word from AAA. They are worthless! You think you have help & they get by with no can’t find you a tow. You’re on your own. I will be canceling my membership & telling everyone not to join. There are other choices

I had a flat on HWY 29 in Pensacola area near Cantonment FL. on June 8th 2023 around 7 pm. The operator put me in a service que that was slow. Her response to my complaint that I had not been contacted after an hour was that I was in the que. No one was picking up the call. It took nearly two hours to finally get a call from a service provider who would have been an additional 30 to 45 minutes to respond. I ended up changing my tire with the help of a good Samaritan and consequentially hurt my back handling the heavy truck wheel. I will cancel my service after this year is up. I am totally unhappy with not having a AAA advocate actively working my issue, as in the past and leaving it to automation.

Yesterday, August 10, 2023 approximately at 5:30 pm, I called AAA because my car wouldn't start. Everything seemed to indicate that it was the battery that was already 3 years old. I was away from home, in South Miami and I live in Miami Beach. They sent a technician with spare batteries. He tried to jump start the car with some cables but, even though he made some spark and the lights were dim, he couldn't start the car. After five minutes and without changing anything, he said it wasn't the battery, it was the starter motor and that I had to call a tow truck and take my car to a shop. This morning I called AAA again to request a towing service to send my car to a nearby workshop, approved by AAA and with which I would have a 10% discount. I had to pay 32.71 usd for an Uber to go to that place in Southwest Miami. In the workshop they diagnosed that the problem was the battery that no longer worked and not the starter motor. They charged me 371 usd for changing the battery and labor. The 10% discount was from the price of the new battery (66 usd), that is, they only discounted me 6 usd. It seems to me a scam and a lousy service from the person sent by AAA. I think it’s not fair with an AAA Gold member since 2015.

I recognize that people I spoke to by phone was very correct and attentive.

Waited forrom 4pm to 1 am for a driver to accept the 35 mile tow. I have the gold package up to 100 miles.

I finally had my wife pick me up and set up for an unattended tow leaving my keys on a dark highway with 100k of tools in the back.

They hung up on me multiple times, didn't read the ticket, were not helpful, continued to lie saying the call was escalated...it was canceled one of those times instead! The automated feature at the beginning is a waste and the drivers refuse to communicate when the truck actually does get picked up.

Called AAA ROADSIDE ASSISTANCE, 30 July 2023 at 5:17pm for a tow service. The App showed tow service ETA was about 45 minutes. An hour later no tow truck. I called and explained to yet another rep its late, and I have a diabetic with me. Not to mention, we were no where near a bathroom. They said no problem we will do an unattended tow.

and put It in the Notes: KEY FOB in center Console. It's July 31st at 9:56pm and my vehicle has yet to be picked up and it is still unsecure. A representative called me and said well a

tow service came there and left because you weren't there? I missed work today trying to get my car. I requested from the one of the many representatives to speak with a manager and was told... Well the manager is not going to tell you anything different. This is absolutely unacceptable. customer service the worst

We have called 3 times and keep getting told we will get a call back. We had a car towed to the house and my husband heard a noise when he driver dropped off the car and he asked about it, the driver said he had caught the plastic of the bumper. My husband went in the house and 5 minutes later went out and back out there was puncture on the outside of the tire and was flat., The tire can not be repaired. I have photos. The tire is less then 6 months old. We need a call back and paid for this tire

RE: [EXTERNAL] Fwd: AAA DAMAGE CASE 4604 - A Hayes

Was informed that I am not a member however my property was serviced by their provider who knows of the accident and says contact aaa. Meanwhile my vehicle is totaled, I’ve incurred a $3500 bill for oil cleanup, roughly $100 a day for a rental for the last month and my case manager doesn’t return emails or phone calls.. says email is the best way to contact her. At this point after 6 weeks I’m done being nice. This issue needs to be resolved today

My car broke down and I needed tow with AAA a Towing Services. First I have been a member since 2010. I called on 7/13/2023 and waited the entire day . No communication other than a text saying the received the online tow service request and it was processed and someone would be in touch shortly. I waited all day and into the evening. NOTHING ! I went online and canceled the call about 7 pm. I logged another online towing request the next day 7/14/2023. Again the very same thing word per word still no response other than a text saying help would be here soon and I waited into the evening and canceled that no show response. I called the next day and asked for a refund. Folks there is no refund so why cancel the AAA agreement if there's no refund . I kept the membership. Today is 7/24/2023 early AM and I have requested another tow to take my car to to a local garage. Again I have received two text saying they have acknowledged my request and help would be here shortly. Its almost 2p.m. and still no show yet. I loosing all faith in the AAA Company at this point and yes my membership is in good standing.

Stranded on Turnpike for SEVEN HOURS - NEVER AGAIN AAA

August 19th I was stranded on turnpike 91 between Oakland and Winter Garden. Called AAA at 12:15pm and was in the same location until 7:00pm (7 HOURS!) and NEVER received a tow and they simply DID NOT care. Two NO customer service representees put me back in que on hold for over 20 mins each time. All while explaining my cell battery was quickly dying with only 20% remaining. The last male rep who was supposedly a supervisor (Ryan) did the same thing put me back in que. After that rep another supposed supervisor told me a tow truck would be arriving within 1-1.5 hrs and the drivers name was Darryl. That driver NEVER showed up and when a rep called me about 45 mins later she explained the system had no notes of a Darryl or that a rep even spoke with me meaning he did not notate the account, he just made something up to appease me and get me off his line. The lack of customer service and accountability is beyond horrible for any in an emergency situation. In 2021 there were 1100 deaths due to emergency related cars stranded on the side of a road or freeway. I called a private company and within 30 mins they arrived, they also charged me $350 for a tow 12 miles from where I was stranded. Once I was home a rep had left a message sometime between 7-8pm explaining they had finally found a driver that would do a pick up but it would be closer to 10pm before he could get there. Executives of AAA;

David Polansky, Kathleen F. Bower, Paul Twidale, Margaret Diego Pittelkow, Jason Hosaflook, Scott Parker, Douglas Kelly, and Judd Williams all executive officers of AAA are accountable in various degrees of course but still accountable for a company that pretends to be in the business of helping people find safety when stranded on our public highways and roads. One of the excuses that was given by several of the reps including supervisors was that the third party tow companies could choose to deny a pick-up depending on the circumstances/location of the service call or I guess much simpler to just say depending on if they wanted to work at that moment the request came in. AAA your system is beyond BROKEN and you should be accountable and in the tragic event a life is injured or lost. I hope that stranded individuals will call Morgan and Morgan and sues you until you have to go out of business at least your pretend roadside assistance division. You have no place in our great country to play with people's lives and pretend you offer help when they're in dire straits.

Secondly, please train your customer service representees better. Require/demand notes be left for each call that the associate receives. No one should EVER be placed back in a que to hold for another rep to simply have to explain the entire situation over, train them on empathy, compassion and ACCOUNTABILITY. I in my 20's was in customer service for five years and as someone that exceled and received accolades for taking more time, listening to their concerns and not pushing them OFF on another rep just because you don't want to work that hard or can't handle people that are stressed and begging for HELP. IT IS YOUR JOB to help and if you can't do that find a job more fitting as customer service will always always come with upset customers. To the supposed male supervisor "Ryan" please get out of customer service, you have no place in a field that requires listening without being so sensitive that your own needs or emotions take precedent over your job. Your callers are looking for HELP, you failed me and AAA on July 19th, I'm certain I was not the first nor will I be the last.

NEVER AGAIN AAA

I've been a premier member since 2006. I have use roadside assistance twice during this time. Two days ago in 119 degree weather I called a needed a tow, never in my sixty some years have I heard such twisted excuses from AAA representatives. The one actually told me a bold face lie, when I followed thru with her instructions that I had to be with the car that I needed towed and show my picture id and AAA card, now she told me this when I was not in my home state. My husband is also a premier member I asked could he go to the car and show his cards and she said "no it has to be you!" Now I had just read over the AAA website and it clearly stated they would tow this vehicle. I'm a disabled senior, in 119 degree weather there I am being denied a tow when my membership says I'm entitled to one 200 mile tow plus four additional tows if needed. All these years I"ve trusted this company ti uphold their promise and written word as they took money out of my bank for their services that they REFUSED to provide. I am tired of this discrimination and will be contacting not only my personal attorney but a civil rights attorney. How dare they treat a disabled senior this way too where I was taken by ambulance to the hospital for heat stroke and a stress illness because of the smart mouth women they hired with my dime to talk down to me. I will spend the rest of my days informing others of these underhanded tactics, Its because of corrupt companies like AAA that my attorneys told me years ago record all conversations with anyone you pay for a service! now the local news and all of social media will know just how deceitful of a company AAA is.

I provided a complaint via other means and here provide additional details that after one male left a message essentially lying, add that the articulation "lying" about a piece of property another shop employee damaged having arrived is (still) most probably accurate (after considerate thought) because of the statements that were made to me at the shop by both the male who left the message and the male employee who damaged the property. "Lying" can connote an intentional deception. The alternative is incompetence. Further, it may be considered that/if volume of business for that shop is mostly attributable to location of heavy traffic and also AAA suggested endorsement rather than any exceptional performance.

4601 Shelbyville Rd, Louisville, KY 40207

My name is Sister Rita Guttman I had gotten AAA for me and both my sons Daniel Garcia an Alexander Garcia. Alex called to get a jumpstart on a diesel truck and he specified it when he requested the service. The first towing service came to give them a boost they didn’t not have the equipment to do it so they did not complete the service the second time same thing happened. They were not able to give them a boost, and they did not complete the service the third time they were, when we called again because Alex’s car got out of battery this time which is not a diesel your company says that we have run out when we did not in fact use all of those services so I need someone to please contact me as soon as possible and reimbursed us for these two services that we did not get you need to call your vendors and tell them that they did not complete that service. They did not have the capability.

I just renewed my coverage and was APPALLED to discover that AAA shares my Social Security Number, income, account balances, credit history and more. Yes, I can opt out, but only through a slow, cumbersome process involving a hard copy form transmitted via the slow USPS (and you did not even have the courtesy to provide a self-addressed envelope and postage). In the meantime, you are sharing my very private information without my consent. As a victim of identity theft, I am deeply concerned about my SSN and credit history being exposed not only to your affiliates, but to nonaffiliates as well. Employees are not always trustworthy.

Furthermore, you don't allow your loyal customers to limit sharing with other financial institutions for joint marketing.

The deliberate lack of an option to opt out of sharing via phone or online form indicates an inexcusable disregard for your customers' privacy. You make it as difficult as possible to protect our privacy. The statement "We value your patronage and your privacy" on the form clearly is a blatant lie.

I am seriously considering dropping AAA and simply getting roadside assistance through my auto insurance company (Progressive).

I went through the Triple A app to have the service I wanted taking care of. I ended up waiting over 3 hours for a tow truck driver to call me back, and after he called me back he said he would be another 45 minutes getting to the location. Here a get a recorded call from Triple A saying it would only be 107 minutes. Well it was well over 107 minutes. When the tow truck driver called me 2 and half hours later, that's when he said it would be another 4t minutes to get the. My nerves had done bad it by now. The truck driver was nice and said he was sorry but his [censored] didn't start until 7pm that night. If I remember correctly I needed service at around 4:42pm. I'm located here in Knoxville TN and the guy had to drive all the way from VA which is another hour and 15 minutes or more depending on traffic. The thing is this isn't the first time I've had to wait this long. The time before I had to wait 4 or 5 hours in a ghetto hotel parking lot because it was the supposedly the safest place to pull over. That was a nightmare in itself. I honestly don't know why I even keep service with this company because the wait time are just unacceptable. I realize I'm not everyone's first priority but when I'm paying for a package plan then I should become the first priority. I'm fit to be tied with Triple A. I'm not even sure I'll even renew my plan when it's due.

We need to have a way of seeing our previous membership bills, current bill, payment methods, auto pay information and payment history EASILY via logging into our AAA membership page.

Currently we can see the type of membership, a list of associate memberships but no bills, payment info, etc.

After speaking with two agents who had no way of showing me where my bills were online, NOR of sending me copies of my 2022 and 2023 bills, one advised me to log out of my membership and go to the Membership Renewal page to see my new to be billed amount for 2023.

1) I did not want to log out and go somewhere else.

2) I was not ready to renew as I am on auto renewal.

All of the above information should be readily available IN MY EXISTING MEMBERSHIP ACCOUNT.

I have been a member since 2000 with this card and even prior to that with a previous membership since at least 1991. Your website is archaic.