American Automobile Association [AAA]
Reviews and Complaints

On 10/18/16 I called aaa from the location of our disabled honda crv.
Somers pharmacy parking lot rt. 190 somers, ct.
Interstate towing was notified by aaa on oct. 18, 2016 and was sent to somers, ct. To pick up our broken down honda crv and bring it to the auto repair shop. (Colonial auto in somersville, ct. )
The interstate flatbed truck was involved in an accident during transportation to the repair shop while our vehicle was on the flatbed truck, damaging our vehicle.
At the accident scene a conn. State trooper, an interstate rep. And myself agreed with the interstate rep. That the insurance companies do not have to get involved because interstate towing is a large reputable company and interstate will incur all costs of the repair and any other costs related to the accident. I trusted interstate towing.
That all changed when I called interstate for instructions on how they want to handle the repairs.
At first they were going to handle the repairs, then they had me handle the repairs.
I notified olender's auto body in vernon, ct. We took the vehicle to olender's. That is where the vehicle has been since we brought it in.
Olender's was working on an estimate for the repairs and notified interstate towing.
Interstate then told olender's that they will not pay for the repair and they are involving their insurance company.
I have emailed and called interstate numerous times. They deny agreeing to the terms we talked about at the scene of the accident. They have not responded since.
There are other details that are not on this complaint page.
I had put in a verbal complaint to aaa last week and they were going to contact me!
I did not get a response from aaa.
I just called aaa again today, oct. 31, 2016 and the rep. Said they had computer issues and she is not sure they have the original verbal complaint. My phone call is in the aaa records.
I gave another verbal description of the incident to the aaa representative.
My complaint isn't with aaa, it is about interstate towing not being honest, professional and not living up to our agreement about this incident.
Interstate is a aaa contractor.
The accident was not our fault.
All I want is for our vehicle to be repaired properly and all other fees related to the incident taken care of as we agreed with interstate towing.
We have had a rental vehicle since we we brought it to olender's. The honda is undrivable.
I am very concerned about this matter.
We have been a aaa member since 1999.
I have photos.
Please respond.

Thanks you,
Ron oswell
[protected]
State of connecticut accident report #[protected]

I switched over thinking that it would be a better insurance but it ended being the worst. Michael Erickson from the Riverside branch in California was so helpful at first. However, once he lied to me and convinced me he was never available after that to answer any of my calls. He said everything was good and a month later a got a letter from the home insurance saying that it would be cancelled because there was something wrong with the bathrooms according to them. He also never told me that I would be charged $15 every month for not paying the full premium and doing monthly payments. I also received another letter for my Auto insurance saying that my husband would be removed from the policy because he has not had his licence for more than 2 years. He has had his license since 2007. They are very disorganized and very unprofessional. Michael was also suppose to contact my mortgage company about the insurance change because they are the ones that pay the insurance. I find out today that the old insurance never got cancelled in the AAA insurance never went into effect. Now I'm glad it never got cancelled because I am cancelling all my services with AAA.

My husband called AAA to inquire why our auto insurance policy went up to $219 a month. He got the bill down to an appropriate amount by providing the necessary information and asked for another bill. It is September 25th and we have yet to see a revised bill for the beginning of our policy year. The bill comes out on around the 3rd of every month. We have had this issue several times over the years with them sending the appropriate requested paperwork.

Military Active Duty and
I will provide the Agent e-mail,

I don't need any additional information. We are unable to offer auto insurance - in Nevada as we have strict eligibility guidelines. I would recommend you keep auto insurance with USAA.

You do not have to transfer your Washington AAA membership as it's active anywhere you need it.

If you want to elect to start a new AAA membership in Nevada club you can do that - it's up to you. If you do the Premier in Nevada will be $ 119.00 for the year on our membership dues.

Sincerely

Angela Azevedo, Agent
2901 S. Carson Street
Carson City, NV 89701
Phone - # [protected]

I spoke to a rep named Indy in the aaa Tracy CA office on 7/15/2016. I wanted to renew my roadside assistance membership and was confused over a discount letter aaa sent me to get me to renew my membership. Indy was very impatient when I didn't understand her explanation. She spoke to me in a rude tone.. like I was ignorant. She quoted different prices ..apparently she was unsure herself, and put me on hold only to find out I qualified for a small discount after all. As I was giving her my checking account number she cut me off and abruptly recited my number over me. Some training on how to communicate with customers respectfully would be beneficial to aaa.

My car broke down one week after renewal and because I had to leave the car to make the phone call, I was denied towing service because I wasn't with the car at the time I called. I then cancelled the service and was told I would get a refund and now two weeks later I'm told its against their policy to refund .

My hot tub froze on Feb 26 2016and I called to file a claim with AAA. The person at AAA that I spoke with said to take any precautions to prevent further damage. I called the the dealer I purchased it from and they sent somone out and after thawing it out determined it to be a total loss. The adjuster said he would send someone out and after several days I was told my claim was being denied. I asked him to send me a letter stating why. He sent the letter (attached) which he says the hot tub is not covered under the Perils section. I asked how that was possible since 13yrs ago I had my hot tub freeze and it was covered in the same house under same policy. he said that AAA changed the policy in 2007 and it was no longer covered under perils. I then decided to pull out an old copy of the policy and the peril section that they quote is exactly the same in both the old and the new policy. So I called the adjuster back and asked him how they can deny this when it is the same. I asked for a copy of the claim from 2003 and they would not provide it to me. He did tell me that the previous in claim in 2003 stated that the previous adjuster covered that the hot tub was covered under the perils section under structures since it was hard wired 220 volt to the house. The current is wired the same way and I have never been notified that there has been a change in my policy that resulted in me no longer being covered. The current hot tub is hard wired 220 Volt as well. when I asked the adjuster again why it was being denied all things are the same he had to call his boss. His boss Jane Kirn now states that the claim in 2003 should not have been paid and the adjuster was wrong. Plain and simple they just do not want to pay the claim.

3 years ago, I called AAA for a roadside service and the technician recommended that I buy their battery. He tauted their "6 year warranty" service and I got sold. December of last year (2 and 11 months after the purchase), my car started acting funny - the engine would stall for a bit before starting. Then around mid December, my light was on and the car didn't start so I had to call AAA. That time, I had explained the problem, e.g. engine stalling, but the light was on so I just assumed that it was my own doing. The technician tested the battery and the result came low and recommended that I look into the alternator after jump starting my car. So I got my alternator fixed and the mechanic opined that the battery is not a good one. Around January 20, my car didn't start and this time there was no apparent reason. Called AAA whose technician informed that the battery tested low again but he wasn't equipped to replace the battery. Around January 30, I called AAA for the purposes of replacing the battery and the technician who tested the battery said he can't replace the battery because it was passing the test.

This morning the car didn't start for no apparent reason again. Called AAA demanding a replacement and the representative refused arguing that it could be the alternator. I was already frustrated with the fact that I was having multiple battery issues over a period of 2 months and it clearly showed that AAA is not on its member's side and quick to avoiding responsibility. I confirmed with the mechanic that the mere fact the car is starting after every jump-start shows that it's not the alternator; he said they (AAA) should know that already. I was on the phone for approximately 45 min (already late to work at that point) with the representative arguing why it's so hard for AAA to trust its own members.

Finally, I got the rep to have their technician come out and tested the battery and confirmed the followings: There's nothing wrong with the alternator; and that the battery should be replaced. I felt justified but my priority was getting it resolved and going to work. But it was further delayed because the technician requested that I pay for the new battery. For the first time, he explained to me that their "free warranty" is actually for 3 years and I have to pay a prorated amount for subsequent years within the 6 years of "warranty". He said he would take back the battery unless I pay. So I had no choice.

Called customer service, talked to 3 different people before getting to the supervisor who told the followings: 1) I could submit a formal claim to AAA to ask for reimbursement for the time between 1/20 and 2/10, which would amount to about a few dollars. (I said no thank you; I've already wasted enough of my time.); 2) What happened to me could be a good thing because I now have a brand new battery with another 6 year warranty (you mean the same kind that ran out after less than 3 years?); and 3) As a gesture, they'll waive the recent trips so that it wouldn't be deducted from my yearly allowance (you must know that I'm up for a renewal in two months so I'll probably get them anyways).

Long story short - AAA sold me a bad battery which caused so much wasted time and resources of its own member; misrepresented the product with a bait-and-switch tactic; their battery lasts only enough to force its members to pay more money; the way they calculate the "prorated" charge is plain ridiculous; and finally, when confronted with having to pay for the responsibility, they further wasted time and effort in denying such responsibility showing they really do not care about retaining their members. I will not be renewing and I've lost all confidence in their product and customer service.

I have had my AAA service for at least 18 years and am usually completely satisfied; however, I rarely use it for emergency need. This past Saturday; however, I was not satisfied at all with the emergency response of the phone system.

My tire blew out on an extremely busy freeway in a not-so-great neighborhood and I was in my red convertible (a sitting duck). It was also extremely hot (93*) but I had to shut off the car, put up the convertible top and close all the windows just to hear on my cell phone over the busy traffic noise. It took over 45 minutes to get help because of the phone system. I think that was TOO long. I heard at least 20x "we will be with you shortly" in a situation that was precarious, hot and dangerous.

• 12:12 - 10 minutes on hold.
• 12:25 - hung up and called Mentor office. Was redirected to 216-help #. I was also told I could call a towing service and be reimbursed.
• 12:26-12:36 -- another 10 minutes on hold. This time while waiting on hold I also texted my boyfriend for help and local numbers. He arranged for one of them to call, so I was forced to hang up again from the emergency line but that service ended up too far away to help.
• 12:37 -- called the Independence AAA office, and was again put on hold until 12:52 (seriously 15 minutes to answer a customer call?). The unhelpful lady sent me again into the #1-800 number!
• 12:42 for additional 18 more minutes on hold before answering... an EMERGENCY line taking 18 minutes to answer is absurd!

I was on a dangerous roadside for over 50 minutes in a hot car JUST TO GET THE PHONE ANSWERED. I had to plug in the phone to be sure I'd sustain connection. I think this is terrible customer service in AN EMERGENCY LINE answering timeliness. I was and am absolutely furious.

This complaint letter also includes a compliment: once the service tech got the 'call', they were GREAT -- both fast (called back within 5 minutes and was nearby) and efficient in the tire removal and got me on my way within a total of 15 minutes. The service technician called immediately after and arrived in less than 5 minutes and that response time was awesome. However, because I was also by now desperate to use the restroom, I failed to properly tip or gain the technicians name and I respectfully request you thank him for me...

I requested a Trip routing in 2011 for travel from Alaska to New Mexico & then from New Mexico to Cannonsburg PA. They sent the package to my address in New Mexico even though I clearly asked for them to send it to Alaska, where I was beginning my travel.

This year, I asked for a routing from Oregon to New Mexico, and they sent the package to New Mexico, even though I specified my trip started in Oregon. When I called, someone claiming to be a manager said he would investigate and call me back. That never happened. He tried to say I was not telling the truth but I told him my witness was the AAA office in Coos Bay OR, where I had to go at the last minute to pick up a California map. They could not do a routing because there was not enough time to order it. This so-called 'manager of customer service' said a duplicate packet was sent to OR, that is not true as I have my mail forwarded and nothing has shown up. New Mexico AAA has horrible customer service and managers that lie.

Have been a member of AAA for years and even signed on for their Plus service. Had an accident on 5 Nov 11, luckily no one was seriously injured and we had family in the same town, between hospital, insurance details and lawyer...we did not need a rental car to return to VA until 10 Nov 11. Stopped at the Hamilton AAA office and were told to go to our home office when we returned and they would give me the necessary form to fill out. So on 11 Nov 11, husband and I went to the Lansdowne office where we did receive the form. Reading the form it says you have 72 hours from the accident to get a rental car, hotel, meals etc but "Application must be received within 60 days of the accident or no reimbursement will be made"... notice you have 60 days to turn in the application. I completed all information required and then called AAA Mid-Atlantic only to be told that "it is clear cut you only have 72 hours to get a rental" They do not understand that I was not trying to rip them off just get reimbursed for our rental vehicle from Ohio to Virginia. First person I talked to was polite as she was being recorded and made sure I knew the conversation was being recorded. The second one was the rude one (Lindsey), obviously not being recorded . I have terminated my AAA account and will never recommend them. OH you have to get a rental car or stay in a hotel within 72 hours..hmmm I had a place to stay and a ride so why charge for all that until I needed the rental car (doesn't pay to do the right thing, well not with AAA Mid-Atlantic anyhow). After Lindsey made her comment of it "being clear-cut" I asked if she would do me a favor..she sighed and asked what...I said just cancel my AAA plus and hung up. I did call back to member services to ensure my account was canceled ...spoke with Denise who was most understanding and helpful. She ensured my account is closed. I asked when I could expect my refund and she said in 7 to 10 days. Amazing you have to get your rental car, hotel, meals within 72 hours of an accident BUT they can hold onto your refund for 7 to 10 days. Just amazing..

I have been a long time customer of AAA. Recently, I had them requote my auto insurance coverage. While on the phone they quoted me an annual policy with $19 monthly premium. I was very surprised by this quote and had them check it 4 times while I was on the phone. I even asked their representative if he had seen a quote so low like this before. He claimed he had and that I had several discounts that reduced the premium. Then I had them email me the quote. They did and I have a copy of the email but it states that my policy is a $19 annual premium.

After following up with their customer service management at their corporate headquarters, I had them review their quote and the recordings of my call. They apologized for my inconvenience and thanked me for identifying a software bug in their system, but "there is no such thing as a $19 annual policy and that I should have known this. They asked me what I wanted them to do. I told them that I would like to stand behind their policy since it was their system that provided the quote. They told me, "I'm sorry, but we just cannot do that!"

This is ridiculous. A company that will not stand behind their own system or the quotes that they provide to their customers is COMPLETE FAIL! What good is any quote that they provide to a current or future customer by their system if they are not willing to back it up?

Aren't there insurance or trade regulations that protect consumers from this? This is exactly why "bait and switch" is an illegal selling practice.

TODAY MY SON BROKE DOWN WITH MY TRUCK, IN A ROUGH PART OF TOWN, IN 98 DEGREE HEAT. HE IS LISTED AND A MEMBER ON MY ACCOUNT. WE HAVE HAD THE UNFORTUNATE LUCK OF AUTO PROBLEMS THIS YEAR. AND HAVE HAD TO USE THEIR SERVICE MORE THAN USUAL. I WAS NOT INFORMED WHEN I SUBSCRIBED FOR A YEAR OF SERVICE, THAT I WAS LIMITED TO 7 ROADSIDE SERVICES. NOT EVEN CALLED OR GOT A WRITTEN NOTICE THAT THIS IS POLICY. THEY WAIT UNTIL IT IS NEEDED IMMEDIATELY AND SAY NO! I EVEN SPOKE TO A SUPERVISOR (ANN) AND SHE HAD NO REMORSE. THEY WANTED$40 PLUS $3 A MILE TO GET MY SON HOME SAFELY.BS! I WILL FIND ANOTHER AUTO ROADSIDE CARRIER THAT CAN HONOR THEIR WORD.;AAA IS SUPPOSE TO BE AN AMERICAN ICON FOR BEING THERE IN CASE OF AN EMERGENCY.NOT!THEIR OUT ONLY FOR $$$. I BET THE EMPLOYEES OF AAA DOESNT HAVE A LIMIT ON THEIR POLICYS. THANK GOD MY SON WAS HELPED BY A MAN (ANGEL) THAT HAS HEART PROBLEMS AND SHOULDN'T HAVE BEEN OUT IN THE HEAT. BUT WENT TO MY SONS RESCUE AND SAW HE GOT HOME SAFE...THANKS AAA FOR NOTHING!

I have a BIG problem with AAA! I had a policy last year on my car, canceled it (in person at the Victorville, CA AAA office) and went with my wife's carrier, USAA, as it was alot less expensive. Ever since, AAA has been trying to bill me for insurance coverage for another month or so AFTER I canceled it. It is NOW in collections and affecting my credit! I just spent 2 years in Iraq, am active duty Army Soldier and really don't need this right now. I've written numerous times and get no response. I even faxed in proof of coverage with USAA as requested, and got no response from that either. Please help me resolve this as it's affecting my Security Clearance!

AAA has aweful service when filing a claim. DO NOT SIGN UP your policy with them.

First, it took 30 days to cut me a check on my accident.

They never answer calls directly, but send you to an answering machine. Then they often wouldn't even call back.

Per their system, they kept transferring my account to different people in different departments so 4 different people handled my claim. I was never sure who was in charge...hence, no one at AAA really takes responsiblity.

Their adjustment was low and didn't include my A.C., Powersteering, trim package, low engine miles, stereo. They assured me that they would readjust it and "cut me a new check after my settlement." When they readjusted my car value and added in all the extra features, they changed the quality downward on paint, interior, and engine so I ENDED UP OWING THEM MONEY!

I am switching my company and will never do business with them again.

AAA Greene County We have renewed our family membership for AAA for seven years without ever using it. Tonight, for the first time we actually need it. My husband is stuck in a bad area of town, two hours from home and has used all of his gas and battery power trying to get out of the middle of the road.

At this time, he has been freezing for four hours, and if I ever find a way to get to him, I will need to take him to the emergency room to be treated for frost bite and hypothermia. His cell phone died and I
can no longer keep in contact. AAA has been completely useless, worthless and rude in this emergency situation. I was told only that maybe tomorrow, my husband may get a ride to a gas station where he will be expected to spend Christmas because AAA will not do anything more.

Waiting until tomorrow is completely ABSURD and life threatening. We have paid membership fees every year believing that we would be safe in an emergency, but now find the services we paid for are not available when they are desperately needed. At this point, I will definitely seek a refund of our membership fees and ask AAA to reimburse us for any losses due their failure to supply the services we were promised and paid for!

Excessive surcharge for voluntarily cancelling my minor's daughters license. Placed a point against her claiming suspension of license. Approximately a $600.00 year surcharge. Grades were to come up before placing my signature back on the license. Stated no charge would be accessed by AAA. 9 months later $600.00 surcharge because I voluntarily made her give up the license.

American Automobile Association - AAA
www.aaa.com

When I moved to Florida in 2001, I joined the American Automobile Association and they said I was in the division called "Auto Club South." I have a Visa card with them that I want to keep; the rest of their services are pretty punk.

More than a year ago I moved to Texas. I have been trying ever since to change my address. They know I'm in Texas because all the mail now comes to my Texas apartment. Last year I tried to permanently change my address and couldn't.

This year, I received a letter telling me they are charging the above-mentioned Visa card $78 for annual dues -- OUTRAGEOUS -- and if this Texas address is now my permanent address I have to notify them.

OK, so I tried calling the 800 number they gave me on that letter. First time, I went through all the pre-recorded telephone prompts and it then went into a busy signal.

So I went online. I cannot enter my membership number, it says it is incorrect. HOW CAN MY MEMBERSHIP NUMBER BE INCORRECT WHEN I COPIED IT FROM THE BRAND NEW CARD THEY JUST MAILED ME? Tried several times on the computer, couldn't get it to the point where I could ask to have my address changed.

Tried again by phone. Second time on my home phone, it tells me my home phone number is not in Florida, goodbye. It had also said to hang on the line so they can conduct a random survey of how good of service they provide -- boy, do I have something to tell them, for sure! -- but it disconnected me before I could tell them how screwed up their system is.

Tried on my cell phone, which has a Florida area code. Got through. Man tells me I have to join in Texas, but he can't process this. He de-activated my Florida number and says I have to call their Texas HQ to get re-activated and oh by the way there is no 800 number.

How the hell can AAA Texas not have an 800 number? How are you going to call them if you are not in their local town if you're on the side of the road and maybe have to use a pay phone or business phone or something?

I also noticed from their website I will have to pay over $100 to join their Texas branch. How can one division only charge $78, which is horrible enough, and another charge more?

Of course, no one in Texas uses AAA, I've found out. My Texas auto mechanic, who took my AAA Auto Club charge card for payment, warned me never to use them because they will let you stay stuck on the side of the road forever. He said a young woman actually got killed while waiting for the AAA tow truck, which never showed up and a man posing as a "good Samaritan" murdered her.

The sad thing is, I have no medical insurance and I have a high limit on that Visa card AAA Auto Club South issued me. If I ever had to go to the emergency room, that card is how I would get medical treatment if needed. I suppose not being able to get into AAA is going to kill my eligibility for this potentially lifesaving card (I save it for real emergencies.)

Anyway, the entire deal with AAA is so messed up I wanted to warn others not to use them!