American Automobile Association [AAA]
Reviews and Complaints

Karen Rice
#[protected]
On this day (June 9, 2021), which was the hottest day thus far in Houston this year per the news. It was in the 90's, my car breaks down. Not AAA fault, but they chose today to be late to come and assist me with my car. On the very first call (and it should be recorded), because it stated that it was. I told the young lady I could not choose rather it only needed battery service, it may not start at all, to send a tow truck in the case it does not start, and I will not have to wait another 45mins to an hour for help. This young lady said OK. The truck arrives at my location, and it was just that, a plain truck, not a tow truck. That right there tells me that you all are not listening to your customers you are trying to hurry us off the phone, plus once you send the regular truck (not a tow), you do not care what happens, whether I had to wait another 45mins to an hour or not. In my case today, up to three hours.

I have been with your company service for going on x20yrs, and there has been a few issues with you, where 4-5 of them were being serious issues, where a 2-3 times AAA just did not show up at all, and one of those times was in the middle of the night between 2-3am, I had a blowout. There was a time I waited for AAA to bring me gas, never showed up. A family member and I had to walk, purchase a can, buy the gas, and go and try to put it in our vehicle, but someone at the mall helped us out. After we got ready to drive off, AAA showed up. I remember an incident I believe was last year or 2019, when my vehicle stopped at a red light, a dangerous place. I called AAA, and they told me the time they will arrive. A policeman happens to pass by and told me that my car needed to be move ASAP. I stated to him I was waiting on AAA. He gave me that time to wait, but AAA never showed up and it just so happen, another wrecker was just passing by that area. He towed my car home and did it for free. These are just a few disappointments I have had with AAA. There is more, and now you can include this one.

I'm complaining of BAD service I recieved by JAN'S Towing.

I had accaaident with my 2000 Mustang convertible. I went to the hospital, I was very sick. My car went to Jan's towing yard.
I went to Jan's towing yars in Azusa, on kirkwall to see my car.
I tryed to access my car by the use of my credit card. The car and my license was under the name, William Trisler, were all of my credit cards are under the name, Bill Trisler.
Jan's refused to take my credit cards, "due to the name didn't match."
I barrowed $2000.00 and returned to see my car, how bad is it.
I paid $1118.00 to VIEW MY CAR. The car was taken out to the street, were I found out it was very bad, A TOTAL WRECK. This could have been handled much simpler, but Jan's wanted the cash.
I cleaned out the things I wanted, and sighed to car over the be, dismantled.
I'm very unhappy with the way Jan's Towing in Azusa, Screwed me.
I believe this could have been much simpler, and cheeper for me..

I'm registering a formal complaint against, Jan's towing.

My husband took his Ford F150 to Brock's Car Care in Webster, TX, on Monday, June 28 for tire and "noise" issues. He drove to the shop in the rain and left his vehicle after talking to Service. A few hours later, the shop called to tell him what was wrong with the truck, including that the SunRoof was leaking profusely after the tech drove the vehicle. Now, this truck had been washed a few a days prior and it had been raining for (basically) the whole month of June, with no problem, i.e., the truck was dry. The shop said the drains were full and charged to clean them out. So... when husband picked it up today, the 29th, the truck interior had been wiped out on the inside (which was never done before) and smelled musty, like a "wet dog". When asked what happened, he received different accounts. "Water came in when the tech drove it." "Water came in when it was being moved to the bay." He spoke to Donny and Dennis. The vehicle was NOT wet and there was NO indication of sunroof leaf PRIOR to Brock's Car Care taking it in. Most likely, someone forgot to close the sunroof, it started raining, and they drenched the vehicle. No one there would take any responsibility and that's why I'm letting AAA know. This is a AAA Approved Facility that is not doing reliable work. We don't know the extent, yet, that the vehicle is damaged, other than the awful, wet smell.

AAA contracted a third party to tow my vehicle. The didn't deliver it for 16 hours . Let it with damage to the front of my car, the windows open, doors unlocked and the battery dead. After filing a complaint they said someone would contact me within 1-3 business days. I've called every day for a total of 11 days before finally reaching a supervisor. For all my inconvenience and damage they offered me a free year of our family membership. $240. So incredibly disappointed.

For three days they have made me wait for a tow. They keep saying someone will come, and no one comes. The level of incompetence and intentional acts goes beyond any company I have ever dealt with. I now have $345 in parking tickets, and will get another $115 ticket tomorrow.

They also have no respect for your time. There have been numerous calls, each over an hour, one over two hours.

There are alternatives, use anyone but AAA Roadside Assistance.

Sometime between 05/19/2020 and 05/21/2020 a member of AAA allowed his account to be used to request roadside assistance, however it was not their vehicle that they were requesting to have opened, it was mine. The driver was given a $100 tip to open my vehicle without verifying ownership, the driver opens it and leaves at which point this person proceeds to steal everything out of my car and then total my car by opening the hood, taking out the oil fill plug and putting rocks, dirt, and a plethora of other miscellaneous items into the engine. My vehicle is now totaled and my insurance company denied the claim stating that I need to come up with solid evidence that this happened. While I am trying to find this evidence the finance company has sent my debt into collections which if I accept a settlement I will not be able to fight my insurance in this issue. I have spoken to AAA and at first was greeted with help and sympathy and the next call I was challenged and told "AAA opens plenty of vehicles that do not belong to the person with the account, people borrow friends, parents, girlfriends cars all of the time. The only thing that we would do in this situation is revoke the account of the person who did this and that's all we can do." To which I was astonished by. This is wrong. AAA roadside assistance helped someone break into my car at the cost of a hundred dollars, and because of that I now owe over 10k to a vehicle I no longer have and all that they are going to say to me is that they do this all of the time and not to worry because the account holder who called roadside assistance won't be able to have an account with them again? It's disgusting.

I've been a AAA roadside member since 1978 and this has been my first compliant. I currently have my wife insured with AAA Life insurance and my family has the Gold road side assistance membership.
In August 2020, my Step Son (Anthony Evans) and I stopped by to add a second truck to his auto policy, a 2006 Chevy 2500 4 x 4 truck. The Redwood City office had us in and out so fast that we even commented there wasn't much of a hassle to add a truck to the policy, but obviosuly someone inside AAA didn't do their job.
My wife's VISA credit card was lost around the same time frame so the $670 charge for 6 months on the 06 Chevy Truck didn't go through. My wife and I visited the Redwood City, Ca officce this month and they stated AAA called us once and left a message, that we never received, an email to my son's Gmail account, which we never received and one late notice to our home, which we never received.
Our U.S. mail box goes directly into our garage so it's secure. I also stopped by the Redwood City Post Office and they don't have any return AAA mail. I can say this, in the 24 years I've lived in my Redwood Shores, maybe 3 times a year I get other neighbor's mail. What I can't wrap my head around is there was no message on our voice-mail at home [protected] or email to my step son's gmail. AAA office stated 08/28/20 email.
Could you look into this and verify all 3 methods were actually excuted.
A $670 bill is no big deal, we came down in person to handle the matter and AAA must have dropped the ball here.
I just can't understand how the credit card company can't communicate that a new number has been issued.
My wife's AAA life insurance notices and our annual AAA membership have always gone to our address with no disruptions, but for some reason it didn't with our 06 Chevy Silverado truck. The other truck is a 03 Chevy Trailblazer.
I am asking to re-instate the 06 Silverado policy back to August 2020.
Mark Sieben & Anthony Evans
540 Compass Circle
Redwood Shores, Ca 94065
Cell # [protected] Mark

I was doing my job as a security officer and asked Tango to leave our private property. He asked me if I was going to own the property when I died and I said, "yes." He then said, "I hope you do and I hope you die, too" and drove off. I called to file a complaint and the operator did not even seem to care. She didn't even ask for any information.

Confirmation # N2MJ8S. I purchased tickets October 2020 thru AAA online.. United is the Airline. As of Friday June 4, 2021 this flight is cancelled. AAA never updated us of a change nor did United. AAA still has the print out from October 2020. We have waited on hold for 72 minutes and never got through to customer service. United states we have to go through AAA to get the flight updated and possibly changed. We made these airline reservations in October for our daughters wedding August 28. Nobody is available to talk on the phone or at the AAA office. We were told the AAA office doesn't have our flight information because we made them online. We have been members over 30 years and expect better service. Right now, there is no service for us. I am reaching out to you for assistance. Please call us at [protected]
Thank you, Richard James

Friday 6/4/2021 morning at approximately 12:50 AM I made a call to AAA for battery service and waited on the line for a dispatcher to answer to give my location and the reason for calling. I was waiting for over 35 minutes when I reluctantly decided to hang up and ask a random person for help.
I am a 48 year old woman who decided to get AAA because I have been sexually assaulted in the past and thought this service would prevent me from having to be put in situations like this. I work really late and early hours and thought I could depend on AAA to respond or at the very LEAST to answer my call. Later that morning at 4:30 AM I called again and a dispatcher actually answered my call and told me that a Tech would be heading my way and it would take him 45 minutes or longer to arrive. I needed to be at work at 5 AM so I called back to cancel my request for a Tech to come out and assist me. Needless to say after work that day I called a family member to come and assist me to get my car running again. I myself took the battery off, had it checked, removed and replaced it MYSELF.
Well I bet you thought the story was over huh? Well its NOT. You see today while driving home from work I get a call from... GUESS WHO? That's right... A Tech wanting to know if I needed help with my battery. At this point I have to tell you I'm pretty upset, not because the Tech called me but because somewhere along the line YOU AAA failed me. I asked myself why am I paying for a service that doesn't do what they say they will? I'll tell you why I am, I pay for this service because of my past traumas but MORE IMPORTANTLY because I have a handicapped mother whom I worry about daily. I want you to know that while I'm very disappointed that AAA didn't call a tech out to me until 6/5/[protected]@ 10:30 AM the next morning I also want you to know that I have had AAA in the past and I had to use your services 4 times myself within one year. To me that money was well spent. I felt safe, relaxed and reassured that help was on the way. This time around was a HUGE disappointment and now I'm left wondering if I should reconsider keeping this service or canceling it and also telling my other family members that I convinced to obtain your services to give it up as well. What happened from the past year to this one? Don't tell me the Pandemic ruined you all too because I won't accept that as an answer. I wanna know what is gonna be done to make me have confidence in AAA once again? I think the least you can do is upgrade me... THAT'S THE LEAST YOU COULD DO... or extend me for an additional year.

On June 2, 2021, I was at a parking lot located between the Wine and Spirit and 119 building on Easton road Glenside, PA 19038. My car broke and I request service at 4:00 pm. The first time that I called the AAA road assistance a male operator took my call and he didn't understand when I spell the location that I was with my car.
After 3 minutes he hangs on, I called again and this time I spoke with a woman who understood my location and took my information. At 4:14 I received a text with the service request: 110417. She told me the help will arrive around 6:30 pm. I called again around that time and I got informed that the driver who was assigned to my request had some troubles and I will get another driver. At this time I didn't receive any text or call from AAA, I called again twice and I was informed that my driver was 3 miles away, after 40 minutes I called again and I filled a complaint with a male operator the call ended because another male operator from AAA called me to asked me where I was. I already gave the address but even though I told this person where I was and I could see the truck one block away from my location. To my surprise, the truck made a left turn and went in the opposite direction that I was. I called again and finally, I stood in the street to make signals to the truck and the driver saw me and came. The driver was extremely nice and very helpful and at 8:47 pm I returned home walking because at this point I was so upset that I called and I filled a complaint with a woman this time. I also came back home walking at night, by myself which was dangerous, but I was too upset to notice.
Because I have been a AAA member for 25 years I should get a refund for my yearly membership payment and that is the least that AAA can do for me.
I honestly think that I was discriminated against because I speak with an accent and I am a woman. I said it once and I said it again at this moment I felt that your male operator are racist and you should treat better your customers. I will never recommend AA service again.

5/31/2021
I called AAA at 3:57 PM CST via [protected]. I got automated voices asking questions about my age and then trying to sell me additional services being offered. When you're stranded on the side of the road, why in the world would AAA try to take the opportunity to sell you something? This struck me as so inconsiderate and uncaring about me personally. I'm stranded on the side of the road and AAA is trying to sell me something via an automated system! I finally reached a person and told them that I needed a tow because my water pump had gone out on my 2012 F150. I was told it would be a wait of approximately 1.5 hours. At about 5:18 PM, I saw a AAA tow truck pass right by me so I called back. After 25 minutes and 56 seconds on the phone, I was then told that it would be about 2.5 hours more before anyone could come and help. I went home and told the dispatcher to call me 30 minutes before the tow truck would arrive and I would come back and meet the driver at my truck. At 7:10 I got a call from someone via [protected] saying that it may be a little after 9:00 before anyone came to assist. I reminded her that I still wanted 30 minutes notice so I could be there with my truck. I went back to my truck at about 9 PM. I got a text message stating that someone would be there at 9:17 PM. I called again at 9:33 PM because I had not heard a word from anyone. I got an automated message stating that my dispatch would arrive within 25 minutes. A few minutes later, I called again and spoke to Carleen who verified the 9:17 time had not been changed so a truck should arrive soon. I got another text message stating that a truck should be at me by 9:56. At 10:09, I called again and was told it would be another hour before anyone could come to me. I gave the key code to my driver's door and left a key under the driver's floor mat. After that call, I noticed that the details on my text message from AAA listed my truck as a 2002 model instead of a 2012. I tried to call AAA back to let them know because I didn't want any additional delays if the tow truck driver arrived and was unsure about the vehicle to tow. That's when I discovered and assumed that my phone was apparently blocked from calling AAA. I say that because I called 3 times to only get disconnected each time. I tested my theory and called from my wife's phone and got right through. I had called multiple times because AAA never called me with status, even though the times kept changing for a tow truck to arrive. The text messages were never truthful and I had been waiting for HOURS. In fact, from my initial call at 3:37 PM, it was 11:15 PM when I received a call from the tow truck driver named John. I went back to my vehicle and met John, who departed with my truck at about midnight. I tipped John $50 as thanks for finally bringing my nightmare to an end.
For the record, I've been a member of AAA for well over 10 years. I bought memberships for my wife and two daughters also. This is absolutely the worst service I've gotten from anyone as best I can recall. Check your records and you'll see that what I'm stating here is accurate. As a certified Senior Professional in Human Resources since 1997, I tend to keep great records, and I also recognize different levels of customer service. My latest experience with AAA is a prime example of the worst level of customer service.
Calvin M. Patton, SPHR and Extremely Dissatisfied Customer

I got stuck on a parking lot with my grandson with a dead battery. I immediately took out my card and called as I always have. Instead of reaching someone who would send a road service truck as they used to, I got a robot voice asking me to punch a number according to my problem. I did... And instead of leading to a way to help me, it sent me a phone full of text language while the voice kept telling me to punch numbers... Which I couldn't even see on my screen anymore. I went back in the bank and I called and kept demanding to speak to a person... I finally reached a woman who simply said she couldn't help me... The only way I could get help was through the online service... I am not technical. I didn't pay for this service for eight years and buy auto and homeowners insurance to be pushed aside and left to pay a service charge to get a service station to come and put in a battery. This whole thing took several hours. And was difficult for my grandson.

It's hard to believe that AAA would leave two senior citizens stranded on a major interstate highway for more than three hours. Not just any highway but I-95 in Florida. We had no air conditioning, no, no shade and no water in the blistering hot sun.
Our ordeal began on the morning of May 3rd. when we ran out of gas. We made our first call to AAA and were advised assistance would be there within the hour. After the first hour hour we made our second call. We were then advised help would be there in less than half an hour. Two and a half hours later and an additional five calls we were still stranded. When help finally arrived it was not from AAA. It was a State Farm Road Ranger who gave us enough gas to get us to the next exit.
To add insult to injury, the callous indifference of the AAA operator was appalling. When we advised her we were seniors in our 80s. and could die of heat stroke, her uncaring response was "if you don't feel call 911"
If were stranded somewhere in the northwest wilderness or in a southwest desert we could understand some delay, but not on I-95 in the middle of the day without any averse weather (other than heat).
We would like AAA to look into this and explain how this could happen. Lets face it, the only reason people have AAA coverage is to avoid this from happening. Can you give us one good reason why we should remain members?

John & Mary Strowbridge
727 Bel Arbor Trail
Webster NY 14580

On May 15th I had my car towed to your Auto Care Center in Laurel, MD. It was my second car that had been sitting for a few months. When I was contacted by the center by a female. She asked what I wanted to do. I told her I wanted to determine what was wrong with the car and I wanted to get the car running because I was going to sell it.
In my second phone conversation with her, she informed me that I needed a battery to get the car started at the cost of $182. I thought that was expensive for a 4-cylinder car, but I authorized it to get the car started to determine what was wrong with the car.
On the next call, she stated the car needed brakes at the cost of $2000, which I did not authorize.
She then called and said I needed a tire because the one tire was flat which was not true because I saw the car and it did not have any flat tires, coupled with the fact the tow truck driver drove the car up on the truck and there were no flat tires. She then stated that they recommended a flush and the tire replacement, which I authorized and in my mind that was the diagnosis because she did not state any further repairs.
Then she called back and said the car was ready, but the engine light was on, I was baffled. I questioned her as to why she had not stated that before, she then transferred me to a man who then begin to tell a completely different story.
He stated he had done a flush and an idle repair because the car would not stay started, which was never told to me prior to his statement. I told the gentleman that I wanted a copy of the computer diagnosis he told me he did not have one because they could not print out computer diagnosis, and that he did only a manual diagnosis. This was not my first time having a car repaired and I have had computer diagnostic done and you can print them out. He told me that he had already done the manual diagnosis and if I wanted a computer diagnosis it would cost me $150 an hour. He then proceeded to call my car a "hunk of junk" and he would not recommend I do anything else to the car. Yet he was previously willing to allow me to invest $2000 for brakes.
Several things:
- not explained in the beginning by female providing info (not capable then shouldn't be responsible for that aspect of customer relations) that different steps had to take place before able to define problems beyond needing a battery. Everything about the repair process should have been explained up front. Instead I received piece-meal info without clear explanation as to why

- after battery then female recommended a flush and tire repair as if that was all that was needed not that this was another step needed in order to figure out problems with car (misleading)

- as customer I expected a diagnostic test to be done and told what that would cost to tell me what was needed as is what usually happens whenever I've brought my cars in for repairs/service as well as costs required.

They just kept adding things on and giving me a runaround. The man had a smug attitude and speaking in an arrogant tone as if I were stupid. Repeatedly trying to indicate I did not know the meaning of a diagnosis. I have never used AAA Car Center service before, but because I an AAA member I thought I would at least get honest service, but I was wrong.

I called in today for a tow service at 7:30pm. The AAA agent told me that the tow company will be out around 9:20pm and that I will receive update via text. At 9:30pm still nothing, no update so I called and they said the tow driver will be out there at 10:05pm. He didn't called me until 10:45pm. He told me that he is 30 mins away. I let him know that I have to pick up my wife at the hospital and won't be back until midnight. He said he will go and pick up another tow and come back later. When I get back at 12am, I called AAA and the agent (Citiana) was so rude. She said the driver told her he went there but I wasn't there. I told her to confirmed a few details and she will know that he is lying but she completely ignore me. She told me to go out there and wait until 1am. I hang up and called back and got Keith from AAA care. He still make me wait until 1am. I went there and waited from 12:25-1am. I called and spoke with West from AAA care. He finally give me option to leave my keys. Why can't he give me this option at the beginning. I have been with AAA for 10+ year since San Diego. This is the kind of appreciation they give to their life customer?

My son and eleven year old grandson witnessed an AAA tow truck driver using marijuana while on the clock and in an AAA vehicle. When my son confronted the driver, the driver whom was Brandon Chapman. proceeded to laugh. Mr Chapman works for AAA through TVCM LLC towing located on Walter price road in Cayce, SC. The fact he still has a job is an outrage. And reflects AAA poorly.

I called for roadside assistance and someone showed up. He requested my husband's ID card. I was there with my AAA ID along with my driver's license. He said he could not help me without my husband's ID. The AAA account is in both our names and I had an ID with my name on it. I am guessing the rules have changed and the members were not made aware. When I called, I was not asked whose name I wanted the call to be in. It was automatically assigned to my husband's name. If I had been on the side of the road, I guess would have been out of luck. I had to call back in and request the service in my name so the service tech could scan the correct ID for the records. There was no relief. We have been members since 1988 and thought this would guarantee us being treated with a certain amount of courtesy. At this point, I think we have probably had enough of AAA. We have roadside assistance through our vehicle maintenance agreement and our insurance. If you are going to make radical changes to what has been the norm for over 30 years, you should inform the customers. I called customer service who was going to pass my call to a supervisor. My call ended up back in rotation to request roadside assistance again. In other words, no assistance when a driver comes out and tell you that if you don't comply with the new rules, they don't have to service your vehicle and promptly leaves you stranded.

On 6/16/2020 AAA road service replaced my battery with model 49aGM-C,
s/n 4505019 for my 2015 Genesis G80 at a cost of $226.03
Recently I experienced electrical problems and was told by the Genesis dealer that the wrong battery was installed and it was too small for my acr
I had to purchase a new battery from the dealer, Interstate Battery H9-105AH at a cost of $340
I would like reimbursement for the battery supplied by AAA Workmorder was 9915955 by Interstate Towing

Mark Nelles member # 429 014 [protected] 7
6369 Brava Way
Boca Raton, FL [protected]