American Automobile Association [AAA]
Reviews and Complaints

I am contacting you due to a situation with AAA which happened to me involving June 19 through June 20. I am a retired 71-year-old woman and the entire reason we have AAA is that we have one car, and we wanted a service that we could rely upon to come and help us when or if the car broke down.

I do want you to know that Carlos with AAA Auto Club Group was wonderful, and he even brought me a bottle of water. He deserves to be rewarded for the way he treated me and made sure that I was ok. You need to give him recognition for being such a concerned and helpful employee.

We purchased a battery through AAA (Pete’s Inc. Mobile Battery Service) on February 12, 2022.

On June 9, 2023, my granddaughter and I had stopped by her friend’s house. She was running in so I turned my car off and when she came back to the car, it would not start. I thought it might be the starter. The alternator was only a year old, so I knew that was not the problem. The family she had visited came out and tried to jump start the car with their jumper cables to no avail. I called AAA to tow my car. The tow truck came and towed my car. My son, a mechanic, installed a new starter and was able to charge the battery but he said it appeared to have a bad cell.

On June 11, 2023, I went out to my driveway and tried to start my car and it would not start. I called AAA and they sent out Pete’s Inc. Mobile Battery Service to start my car. I showed the gentleman who came out my receipt for the battery and explained what had happened and what my son’s equipment showed about the battery. He said the battery was fine and it was charged.

On June 19, 2023, I attended a Bunco night with friends. At approximately 9:40 pm I went to my car, and it would not start. I called AAA and completed the link to request service at 9:51 pm. I was in a safe neighborhood, and I was parked on the street, so it was easy for a tow truck or repair tech to get to my car. Here is how the rest of the night went:

6/19/23

10:21 pm: Roadside Assistance called me to say they would be there in approximately 2 hours.

10:51 pm: Roadside Assistance called to say they would be there in approximately 1 ½ hours.

6/20/21

12:00 am: I called to confirm the time they were coming.

12:56 am: I called to find out what was going on with my service call because I had not received any additional calls from Roadside Assistance, and I was concerned. The link that had been sent originally now showed a service tech would be there at 2:05 am.

2:03 am: I called to find out what was going on again. They called the service company and was informed that they had their voice mail on, and they would check with dispatch.

2:53 am: I called again to find out what was going on. I was told they had a driver and that I would be hearing from him soon.

3:41 am: I called again to find out what was going on. The person checked and said the company was not answering their phone. They were calling dispatch.

4:08 am: I called again to find out what was going on. The comment this time was I could call someone else, and I would be reimbursed for the expense. This was not an option as I did not have a clue who to call.

4:32 am: I received a call from the [protected] number saying they had found a driver who would contact me by 5:31 am.

5:38 am: I called to see what was going on and they said the driver was calling me at 5:48 am.

5:45 am: Carlos with the Auto Club Group called to tell me he would be there in 20 to 25 minutes. He arrived around 6:00 am with a bottle of water for me and a battery. In a few minutes he had the battery in, and my car started immediately, and I was on my way home.

I was on the side of the street for 7 hours. I did not receive any updates or acknowledgement that I was sitting in my car in the middle of the night. The people on the phone acted like I was bothering them.

I, Fred Michael Arnold filed a car accident on 15 May 2023. To date my claim representative or her manager has not done anything! There information is:

Connie Salazar

Claims Service Representative, Valencia Weekend

Office [protected] | Fax [protected]

Manager:Denise Hart [protected]

1) I have just filed complaints with Ricardo Lara, California State Commissioner

of Insurance.

2) Rob Bonta, California Attorney General.

My truck broke down AAA said it would take 240min. I was in a Fry's parking lot I waited passed 240 mins then had to cancel. I called today and asked if I get my battery charged or get a new battery if it Won't change. And I was waiting for long time my phn died and I had to cancel service I tried calling to schedule next day I was told to wait til after 630 to call when your service 24/7

On June 15th, my daughters car battery died. She called AAA who stated a tech would call her. After 2hrs, she called again. After 6hours, a passerby stopped to jump her car! Today, June 16th and 15 hours later, she receives a TEXT message saying, “Hello, this is AAA”. Unbelievable! Extremely poor service with no regard for the safety of its customers, no care!

Dear Sirs,

While you are reminding me to pay for my next membership renewal, I am in serious doubt to renew it - after your last two road services. This is my first but very serious complaint in 20 years: I do hope you will respond to it adequatly, to restore my faith and trust in you!

My name is Robert Jacobs, I am 75 years old and a member since 2004. My cardnumber is:429 014 [protected] 2. I drive a VW CC, licenseplate LTP K15.

I als made my son Michael Jacobs a familymember. My daughter Daniëlle Jacobs is also thinking of becoming a family member this year - but I told her to wait!

I first want money back for the bad quality battery you delivered on 12/20/2022. With a 36 months guarantee... which I told the man from your battery service last week: on 31th of May 2023.

The man who handled my broken down car was very friendly, and made a lot of effort to recharge my old battery again. He was also very honest: he was not sure that it was not the battery, could also be the charging system, spark plug whatever, but as we saw a lot of sparks coming from the charging cabels, and inside on the dashboard the whole electronic system shortcircuited all the time, and he could not restart it. I told him, I was hoping it was the battery, as we still had a guarantee on it. He even asked us for the battery invoice, and I showed it to him. But he adviced me, to better let my car be towed away the next day, to be sure. I believed him and even gave him a good online review for his service. But he forgot one very important option...

The next day my car was towed away... which took 1,5 hours! Even with a lot of help from Denise, one of my very handy household caretakers who was present at that time But that is a whole new (soap) story: pouring rain, a really dead battery now so he could not even put the car in reverse anymore without opening the automat/stick with a screwdriver. The windows were opened automatically by the car as soon as you pull the carkey out, so we had to close them with plastic and tape. The tow trucker had no hooks in his car for foreign cars (?) and could not reach the right hook in the trunk-as that did not open electronically either anymore. He had to open and climb through the backseat Well: Denise did, as she is petite and he was a big guy) to open the trunk. After that the trunk would not close anymore, still pouring rain, the guy had no (Duct) tape in his car (?) so I had to get got some other tape from my home to close the trunk with, etc. etc..

Just before closing time on Thursday first of June he reached my Foreign Car Service. The next day, my mechanic found a very b a d q u a u l I t y battery. He replaced it, and after resetting the electronic system... I got my car back on 2nd of June, after paying $ 500.

First I was relieved to have my car back so quickly... but last week I realized, that if your battery service had replaced the only half year old AAA-battery I bought from you in December, none of all this time, effort and money spent would have been necessary!

So enclosed with this email: the invoice of the AAA battery, still under guarantee. Wait, its in PDF which its not an allowed format? Its invoice number 7578, please look this up yourself in your administration please?. I am asking you a full refund of the $ 218,65 I paid om 12/20/2022 and hope to hear from you soon.

Sincerely,

Robert M. Jacobs

Very odd way to treat a 20+ year member. On 5-18-23 I called for some insurance quotes. I spoke to Steve Biter who gave me a quote. I told him it was high. I have been shopping around and quoted lower numbers. Then I get an email from Christie Poore that she knew I did not like quote given and she could do better Said she worked with ten company's and Steve only gave me one company quote. I responded to email for quotes, no reply. I called and left message two times, no call back. Then I get an email from Steve saying he gave me best numbers possible and confused why I did not accept. Well, I have got better quotes for same rates. So today I try to talk with a different Insurance Sales Counselor, what fun that was. I thought Christie was on vacation or something. Turns out she just did not want to respond to me for whatever reason. That was rude. Today she did call me back told me she could not offer me better rate, because I was working with Steve. She told me some of the company's she can work with in my state. Progressive was one. Which I already got a quote from for lower numbers then Steve quoted. So I am very disappointed the way this matter was handled. Rude not to respond. Unfair not to shop around for best rate for me. All this time I thought AAA was on my side, but don't see that today. Bill Walton [protected]

My husband waited over four hours for AAA roadside assistance to arrive. When they finally contact him, they are in the wrong location. He proceeds to tell them they are in the wrong location, and they cancel on him. Really?!

We have been members of AAA for almost twelve years and never had to use them. And the first time we need them, they fail us, miserably! So disappointed. After over four hours and AAA failing us, we called our insurance company, State Farm, and they arrived within twenty minutes. Well, needless to say, we will no longer need AAA.

I called AAA giving them all this information and expected a refund, oh, but no. The only thing they can do for us is give us a discount at our renewal time. Ahhh, no thanks, don’t need you. And thanks for nothing. So ridiculous. We will definitely be spreading the word, DO NOT EVER USE AAA! Worst customer service ever!

1:33 pm I contacted AAA for roadside assistance for a tire blow out.

I was given 60286 as a service order number and told I would be sent updates on the status of help arrival. There were four adults age 77-80 with health issues but we were off the side of interstate 75S just north of the Wilwood exit. I was told if the car had to be towed there was only room for two to ride in the truck. What do families do? I did not call 911 at that time.

2:46pm I called to find out the status of assistance arrival. I was told they had not been able to find anyone to assist me. I tried calling Tommy Tires which your rep said was the closest AAA affiliate to get a new tire. Tommy's advised they only had truck tires and could not help me.

3:14pm I called 911 and the highway patrol sent out a road ranger who arrived about 30 minutes later. He aired up the donut, changed the tire and duct taped the bumper guard that was torn loose by the blown tire to get us back on the road.

4:50 At the 3rd tire store we finally got tire and resumed trip.

On Sunday, 4/23/2023, I called AAA to have someone change the driver side

flat tire on my 2010 F150 truck. The gentleman from AAA removed the flat and

put on the spare. On Wednesday morning, 4/26/2023, I was driving out to order

two new tires for the truck. The tire he changed fell off the truck. The tire rolled

down the street, about 200 feet, across properties. I picked up the tire and bolts

and then called AAA to tow me. I had the truck towed to a mechanic, where he

ordered two new front tires and checked for damage under the truck, since the

tire fell off and the truck had slid on the street. He completed the following;

Replaced the wheel hub, parts and labor. Tire sensor, parts and labor. Replaced

six wheel studs, parts. Sales tax.

Can send copy of receipt on request.

I have been in contact with AAA for over a month about my vehicle and the case manager assigned to my case was (according to her) “away from her desk for the last few weeks”. Her name is Alyssa O’Connell and she eventually answered the phone almost 5 weeks after the car was towed. Every day that my car is held at this towing facility, it costs an extra $85 and they are refusing to release it until a payment of $4000 cash is made.

I called triple a on March 12th to have my car towed from NYC to Open road BMW. The towing company decided to hold my vehicle instead and now are refusing to release it until storage fees are paid when I never intended on them holding my car in the first place.

I called AAA for a tow of my brand new car at 4:08 pm 4/16/2023. The location was from Regal Cinema Movie Theater 40750 Winchester Rd, Temecula, CA. After a lengthy phone process the representative said the driver would be on their way shortly. After an hour wait still no driver, after multiple call backs to AAA, at approximately 6pm a driver shows up. The tow truck was not the correct type for my 2023 Mercedes S580. The driver proceeds with a few questions and I informed him that another AAA driver (non tow truck) had just left and we attempted to jump start my car and replace the battery, still would not start.

He then tells me that he needs to enter my car and "troubleshoot". He was dirty and oil and dirt covered his shoes and clothes. I told him that I would attempt to start the car and he told me that he was leaving. After he took a bunch of pictures of my car he said that he can smell a law suit and that he was just going to leave me there.

I have never been so frustrated with a driver as I was yesterday with his rudeness and unprofessionalism.

On Thursday, April 13, at 7:30 am I placed a tow request. Car was in the middle of the road. I was told it would be about 3 hours. After the 3 hours, I called again and was told no ETA but they were coming. Call 4 other times for update. Still said they were coming. At about 4 am, the next day they cancelled my tow. I called in again to reopen. Still assured they would come. About 10:30 am I received a call that no one could come out for 48 hours. Eventually the police had it towed. I am so disappointed that they did not live up to my expectations. I believe it’s because I’m a basic member as opposed to a gold member. If they had told me earlier that they could not come, I would have contacted another tow company.

I have been trying to find the status of a claim for reimbursement I filed 8 weeks ago! I have spent over an hour on 2 separate occasions to speak with someone with no luck! The incident took place in Titusville, Fl., at 2900 S. Washington Ave. I was towed from there to 3810 U.S. 1 Mims, Fl. by C&L Towing because AAA did not have anyone available for towing! I waited 3 hours for C&L and 7 hours more before AAA even got back to me! Waiting for someone to call back from the reimbursement department is a joke! The amount I am seeking is $95. I am seriously sorry that I have been a member for as long as I have and more so since I reupped my membership. I doubt I will be doing so next year!

Charles Koch

Member I.D. # 429 014 [protected] 7

I called oad side service, because my ires are very low. The phone system was in possible. Lad I wsn't on the side of the road. Ould take my 16 diget cod number. Thats toomany numbers, when calling for service,

Finally got a rep, so was rude. Asked where I am am. Im said city and state asked if I had a address. Said I was home.

This is the secons time, I have had bad service.

Kept me waiting 2 hour s with my elderly mom. The rep would not tryng another lock smith.

I pay for membership notto be treated rudely. The reps don't want to help.

Paying over a $100.00 for membership, and no service.

I received the first bill 3 months before it was due and kept receiving bills. This last one I received made it sound as if I had let the bill slip my mind because the pmt hadn't been received. The bill STILL ISN"T DUE and had been set up to pay 2 days before the due date. Why am I bothered with these letters and expected to pay 3 months before due?

Called on a Saturday afternoon 3/25/23 for keys locked in vehicle. Received a text from AAA with a service number. Never got a call from anyone. Was able to get home by calling a friend.

Called this morning 3/26/23 and AAA basically calls me a lie even though I have a text from AAA with a service number. Then after arguing with that person she transfers me and I am on hold for over 20 minutes

Next person that finally answered was pleasant and put up with my frustration but they really need to provide better service.

Not sure what I pay for if they cannot provide better assistance for what they claim

I am grateful I was in a public place and able to reach friends who assisted but this could have been a very different outcome.

At 11 a.m. on 3/13/23 I requested a tow from the AAA app. I have been a member since 1999. At 2:30 p.m. I had no updates and I called AAA. They said dispatch was working on it. I called again three more times and was told the same. One person was very rude and suggested I just call another tow company. At the five-and-a-half hour mark I called and told the person I was really afraid to stay in my car on the street after nightfall. She assured me the dispatch supervisor would call me right back. I never received a call. I never received a text, I never received an update on my app. We eventually "limped" the vehicle to the closest mechanic we could find. The lack of service is dangerous and something should be done about it.

My wife and I are traveling to Australia on April 6th. We are staying in

Sydney for 5 days before taking a cruise of 22 days from Brisbane. We went to the AAA store on Smoky Hill in Centennial Colorado. We wanted information on tours and attractions in Sydney. The Receptionist had no information on Australia, told us that we would l have to get an appointment with Alexis Richardson who was not in. We texted Allexis twice plus I called and Left Messages twice with no response!

On Monday we were in Parker Colorado and stopped at the AAA store. We received excellent service form Ariana Garcia. She was very helpful.

This is the second time we have had substandard service from the Smoky Hill

store. It looks like the trip to Parker was well worth it.

Gary Brockway

AAA 429 006 [protected] 9

This morning I called this number to request a quote to tow from my address to Richmond, he said 495.00 and I said thank you it is to much I will call AAA then. My husband reached out to AAA and they said they would send a driver at 10:3- am. After a couple minutes I got a a call from a driver and I asked him if he was from AAA and he reported he was just informed by a tow company to pick up my car, I mentioned I was waiting for a appointment at 10:30 am if that was him, he called the company and he said yes. He took my car and AAA driver came at 10;30 am to pick up my car. My husband and I were so upset, are car was with the wrong driver. I called the company that took my car and asked why did he send a tow truck to my house I never approved it I was only getting a quote and please bring my car back, he said I would have to pay 500. My husband and I were very upset, AAA was not charging anything and they were waiting for the car to get back home. The intake operator for this company was horrible and said that was not his problem that know I had to pay more, finally my husband paid 150 and the driver dropped the car and AAA took the car to Richmond. This was a nightmare morning

I have been a premium member of AAA for 27 years, and the rare occasion I needed emergency service from AAA has proven to be a nightmare in that I now have problems I did not have prior to involving myself with AAA. In January 2023, my vehicle would not start and I had to do a lot of waiting over the course of a few days to obtain emergency service from AAA. There are no human beings to talk to and communication is via text message, which was not easy to experience in that they continually delay your wait a few hours all day.

After waiting several hours, first guy that showed up had a car, no tow truck, and only checked the battery, which was fine. He told me I had to call AAA back and wait again for a tow. I experienced the same thing and waited several hours for a tow truck driver. Finally, It was towed to a service station but they could not fix it and said to have it towed to a dealership. I walked to the service shop and waited for the tow driver to show up at the scheduled time, and the text messages started coming in again announcing the delays. I could not sit there all day and wait so I gave a copy of my driver's license and AAA card to the shop owner to give to the tow driver and instructions of the dealer to tow it to.

The tow truck driver called and said he could not tow it without me there. I had someone drive me to him and he took a copy of my driver's license and AAA card with the address where to tow the vehicle along with my 2 keys: a FOB key and valet key on one ring, then towed the vehicle to the dealership for repairs. When the vehicle was finished with repairs, my valet key was gone and it was replaced with a Dodge Ram key. There are scratches and damage to my rear passenger side of my vehicle. AAA offered to re-program my keys, but the person who stole my key can still get into it, they just can't drive it. Due to Autos getting broken into in every neighborhood, re-programming the keys is unacceptable. It leaves me vulnerable to someone getting into my vehicle. This is unacceptable and my vehicle is not safe. The solution does not provide me with the security I had prior to AAA towing the vehicle.

The Operation Manager, Brandon Hutchins, was very nice to start with and said I could call him anytime, but now is blocking my phone number and refused to respond to my calls because I won't accept the re programming of the keys. I filed a police report and the officer agreed with me that this company is responsible for making me whole. The members service representative, Natalia, was then assigned the case, but she will not help resolve the issue to my satisfaction, stating all they will do is re program the keys. She refused to give me any information on who to contact in the AAA legal and management department, stating I can hire an attorney and they can find that out.