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American Automobile Association [AAA]
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American Automobile Association [AAA]
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American Automobile Association [AAA] Complaints Summary

20 Resolved
678 Unresolved
Our verdict: If considering services from American Automobile Association [AAA] with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Automobile Association [AAA] reviews & complaints 698

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American Automobile Association [AAA] no m/c insurance

I have been a member for 24 yrs.In oct. 2014, my husband's motorcycle would not start and he was on the side of a road with my granddaughter. Some man stopped and tried jumping it, the man took them to buy a battery which the store didn't have, so he then called aaa. He was advised we didn't have m/c coverage and would have to pay $125.00 for the tow. He called me and i called aaa. The rancho cucamonga office. I explained my issue and asked to speak to a supervisor, i was transferred to a music store, i called back and got tim, who proceeded to tell me that aaa had sent me 7 flyers in the mail this year alone asking if i wanted rv or m/c coverage, and he said yes it looks like junk mail, but we sent it to you. I explained i didn't need rv coverage why would i look at it. I tried to explain the urgency of where they were stranded and asked for a supervisor. I was transferred to someone's voice mail. Wtf! So i call back and speak to elizabeth who listens and says she can not help because i didn't have coverage, i asked if 24 yrs meant anything and she said no, i asked her to sign me up right at that moment because of the urgency. She advised she couldn't do it cause it would take 7-8 days to process. We argued about customer service, 24 yrs paying for their highest tow service, she said if she did it for me, other people would expect the same thing, really! Again i emphasized the emergency of my family stuck on the side of the road, she asked if i wanted a supervisor but said they would do nothing for me. I cancelled my membership and she had the nerve to ask if i was sure. I never knew i needed additional m/c coverage, i thought anything motorized would be covered for tow. I asked numerous co-workers if they realized they needed xtra coverage and they agreed with me, they did not know either, but knew as i did, that u need xtra coverage for rv's. Needless to say aaa sent me appropriated refund check, i never received a call from anyone in aaa asking why i cancelled after 24 years. I hardly used aaa for tow but have used them rarely for locked keys in a car.

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American Automobile Association [AAA] poor service, promises not kept

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.

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MkStItCh
West Seneca, US
Aug 06, 2014 5:10 am EDT

#1- If you have AAA and the address on file is in New Mexico then that is probably why it gets sent to New Mexico.
#2- I have been to AAA all over the United States and the Trip Tickets can be done ON THE SPOT. Saying they did not have time makes no sense. It takes very little time to do them. On top of that, they now offer Computerized printed versions that can be done in minutes.

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American Automobile Association [AAA] no refund

Due to our aarp membership, we no longer need aaa, so i called them to cancel our policy in mid may, 6.5 months before the renewal date. Guess what? They refused to give me a refund. It's not their "policy" to return people's money to them for a legitimate reason, or for any reason at all. They also charge a much higher annual fee than your initial "bait and switch" fee. All this piracy is in the fine print -- just like in the old days when companies didn't worry about cheating people out of their money. Avoid aaa at any cost; they are the worst company i've ever dealt with. Almost all auto insurance companies offer reliable roadside assistance as a part of their service or for a few dollars a year. Dump aaa asap.

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American Automobile Association [AAA] car insurance

I was in a hit and run on may 7th i was hit from behind and i went to hospital and filed claim for my car.
I got an email the same day at 2pm saying i didnt have coverage, when my contract with aaa clearly shows i do have coverage.
My policy started in april or may of 2013 and they took photos of my car, i couldnt pay for few months it was canceled and i reinstated insurance in january 2014 i have made all my payments and fulfilled my end of the contract. I was in accident morning of may 7th and hospital, then recieved email back may 7th at 2 pm stating they removed my coverage. They told me they mailed notice in march they needed photos of my car again i never received, i recieved no phone calls or emails in this regard and now they are stating they took the coverage away few days prior to the accident occuring.

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American Automobile Association [AAA] lack of service

I run out of gas on the freeway i-5 as my gas gauge stuck showing 1/4 of
A tank, i called triple a, they were very nice and said they would have someone there
In 20 minutes to a hour and they would have them call me when they were 10 minutes out, i waited 1 hour and 15 minutes and called them back, they cuold not
Get me any information and told me they had left a message with their contractor to call me, it is the next day and i have not had a call, i called a auto dealer that i knew
And paid them $50.00 plus $20.00 for the gas to run it up to me, they took about 15 minutes to get there as i was about 10 miles from them.
The moral of this is triple a is a waste of time as their road side assistance is
A load of bs.

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christine pep
, US
Mar 20, 2015 6:28 am EDT

I am shocked to see AAA w all these complaints.My family and myself have been long time customers of about 20yrs.Bit when I started reading other peoples problems .I am relating the same issues.Not wanting to service the call.TRYING to charge us for services I've never been charged b4.Not helpful represenitives, Honestly they where quit rude.I caught her in a lie, about the prior towing service that had come out 2wks prior gor the same reason, and had no problems.I locked my keys in my car, all they needed to do was slim jim it.Not even power locks.Felt like know one wants to do there job.Im sorry that I had to post this.Im quit disappointed w AAA

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American Automobile Association [AAA] auto services

In july i received the go magazine which had what i thought were awesome coupons. I needed an oil change with the synthetic oil and found a coupon in the magazine for 30.00 off as well as a 15.00 mail in rebate. I made the appointment, had the oil change done and went to pay only to find out at this point that the coupon (Which it did not state on the coupon) was off the non members price... Not the member pricing. I am thinking the whole time my oil change was going to be 35.00 before the mail in rebate, i was wrong. I spent about 71.00 and then still had to mail in the rebate. Yeah, the rebate was a joke as well... I finally got it and it was 15.00 off towards services only at the aaa service center i went to for the oil change in the first place. What a joke. When i complained directly to aaa, they said that it was stated (Which of course i don't have the coupon any longer to prove them wrong). None the less, the so called 15.00 mail in rebate was not stated that it was for services. Aaa clearly does not disclose the information they should! Horrible and customer service through the call center is not the best as well.

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ashley428
Oxford, US
Sep 15, 2012 2:22 pm EDT

I can not speak bad about AAA, however I have found a Excellent Company I pay 19.95 monthly for quality benefits! Review benefits here http://www.mcamotorclubofamerica.com/mcaflipchart.pdf With Motor Club of America(partnered with tvc matrix) I actually get paid to refer others to their service! They pay me $80 per referral! This is something I know AAA does not do! To sign up for your service go to www.tvcmatrix.com/ashley428 to sign up for your benefits today!

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American Automobile Association [AAA] will not cancel membership

I recently renewed my membership in aaa for one year. Soon after renewal aaa closed my local office in norcross, ga. This was a deal-breaker because i visit this office many times during the year. When i asked them to cancel my membership and refund a the pro-rated amount of my dues, they refused. They consider the $$$ theirs and will not cancel my membership or refund my membership dues. Like most insurance companies, aaa lacks good customer assistance and their policies are hostile toward its members.

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zac78965
, US
Sep 13, 2018 11:44 am EDT

AAA did the auto renewal and once I found out they would not refund my membership even though I never used the services . Poor business and will never never use them again.

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DCLAPPNC
Greensboro, US
Sep 27, 2012 12:08 pm EDT

I am sorry to hear about what happend to you. There is a bright side! I am with a company called MCA and their service has been wonderful thus far! They offer unlimited towing up to 100 miles regardless of situation!
www.mcabenefitsu.tk or www.didugetpaid2.com

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ashley428
Oxford, US
Sep 15, 2012 2:20 pm EDT

I can not speak bad about AAA, however I have found a Excellent Company I pay 19.95 monthly for quality benefits! Review benefits here http://www.mcamotorclubofamerica.com/mcaflipchart.pdf With Motor Club of America(partnered with tvc matrix) I actually get paid to refer others to their service! They pay me $80 per referral! This is something I know AAA does not do! To sign up for your service go to www.tvcmatrix.com/ashley428 to sign up for your benefits today!

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American Automobile Association [AAA] premium manipulation by agents

November 17, 2011

Re: The Auto Club of Southern California’s Verified Mileage Program

A Misrepresentation by AAA Agents Regarding Insurance Premiums and Rates

Thomas V. McKernan
CEO Auto Club Enterprises
3333 Fairview Rd
Costa Mesa, CA 92626

Dear Mr. McKernan:

The Auto Club’s Verified Mileage Program or Pay as You Drive Program was approved by the Insurance Commissioner earlier this year and was touted as a way to save consumers money by lowering the price of insurance when they drive less. In theory, the program has its merits by discouraging unnecessary driving by motorists. In reality, the Auto Club’s implementation of the program has many troubling flaws.

Auto Club agents are pressured to forge insurance documents and manipulate insurance premiums in exchange for more phone duty, better phone calls, better leads, paid vacations, better treatment by management, a trip to the Bahamas, and to maintain their employment. Ethical agents are threatened and harassed to quit or accept their fate that they will be terminated for low performance. High production is looked at as a virtue and not scrutinized as agents submitting fraudulent business. Low production is looked at as laziness, incompetence, stupidity, and reason for punishment and termination. Lead distribution is such that high producers are given more leads and low producers are given even less leads insuring a huge gap between high and low producers. It also skews the policies written with integrity verses policies that are problematic.

Rather than estimate the accurate or actual mileage for each policy, agents are lowering initial mileage readings when starting a policy, which lowers the annual mileage category and thus lowers the annual premium, but just for that year. Agents that use this practice to quote will sell more policies because the premium will be much lower than it would otherwise be. Agents can accomplish this because only about 25% of all policies require inspections with an odometer reading. Agents at the district offices are allowed to inspect their own vehicles. They omit odometer readings intentionally and enter any figure they want to sell the policy.

All this would be a moot point; however, with the Verified Mileage Program insureds are required to submit their exact mileage reading upon renewal of the policy or be removed from the program. Through no fault of their own, many Auto Club insureds will have renewals with extraordinarily higher mileage depending on how much the agent lowered the original mileage and how many miles were driven during the current policy period.

An example to illustrate the wrong that is being perpetrated on unsuspecting consumers: If I start a policy today and my current annual mileage is 15, 000 and I bought the car exactly a year ago, with zero miles, the mileage category should be 15, 000 miles or less. The agent knows if he quotes me at 15, 000 miles per year I won’t buy the policy so he enters my mileage at 5, 000 and my premium is much lower than what I am paying now so I switch to the Auto Club. I’m happy until my renewal arrives next year. The premium almost doubles in price. When I am asked by the Auto Club what my current mileage is next year, it will be 30, 000 because if you remember I was driving 15, 000 miles per year and my vehicle had 15, 000 miles at the inception of the policy. The Auto Club is going to rate my renewal at 25, 000 miles per year because my agent entered 5, 000 as my current mileage at the time I purchased the policy. The renewal will encompass the miles that were deficient from the prior policy (10, 000) and include the actual miles driven (15, 000). My annual mileage rating goes from 5, 000 per year to 25, 000 per year because it looks like I drove all those miles in only one year. I really didn’t drive that much but that is the way the miles are calculated. That’s a big increase. If I complain, I am told by the representative that I am a liar and can bring in a service receipt in 30 days to lower my mileage to where it should be. Now that is customer service! Some in the company may say the miles are being accounted for over two years so it really doesn’t matter. This is all being suppressed by the sales department. My view is the original sale would not have taken place and the premium manipulation has put the insured into a situation where the policy is written under false pretenses and can be voided by the insurance company.

The agent doesn’t care because all this stuff will happen a year later and he sold a policy he normally would not have. The Auto Club praises the current agent and lavishes him with more phone duty, pays him more per policy, and sends him on paid vacations because he is a top producer and gets away with doing this on a daily basis. Nobody seems to notice except our insured. On the renewal the policy is way over priced and the insured non-renews or has to fight with our customer service department that won’t believe him. The insured doesn’t know exactly what happened because they did not see the fraud that was committed against them. The fraud only becomes apparent on the renewal a year later. The insured has lost all longevity with their prior carrier because they are now with the Auto Club. Their current renewal is too high so the insured must shop for insurance elsewhere.

The only way to eliminate the out right fraud and corruption at the Automobile Club of Southern California is to require inspections with odometer readings for every policy written. Currently, inspections are not required for “liability only” policies or insureds that have prior insurance with similar coverage. Also, agents in the field can perform their own inspections and omit the odometer photo on purpose! This lack of accountability on new policies opens the door for agents to commit fraud and abuse on the unsuspecting public. This is a “verified” mileage program so you must “verify” the mileage, or otherwise this is a sham and should be abolished. Also, allowing the same agent that writes the policy to inspect the vehicle is a flagrant conflict of interest. The inspection should be completed by a manager or impartial third person at all levels of the organization and at all times include a photo of the odometer.

There should be a separate disclosure just for mileage in the insurance documents that require the exact mileage for each vehicle to be listed at the inception of the policy. The insured should be required to sign the disclosure verifying the exact mileage for each car on the policy. There should be an explanation that this figure will be used to determine next year’s mileage calculation. Unbelievably, this is not now required. The mileage would therefore be verified by the insured, by an inspector, and by the agent. The current system allows for only the agent to verify the mileage and the agent has a conflict of interest to be trusted with that. Currently the only disclosure that references anything about mileage is on the Coverage and Limits page and this only lists what the annual mileage is calculated at. This is misleading if the insured doesn’t know what their real annual mileage is or how it was calculated. Most insureds don’t know what they drive and are influenced by the agent. When you ask an insured how many miles they drive, they most likely under estimate. This figure should still be listed in that location but the mileage disclosure should list the exact miles at the inception of the policy. There is a culture of corruption within the Auto Club of Southern California and drastic measures are needed for true change to be forthcoming.

The Auto Club will defend its position by stating it has systems in place to catch fraud and abuse and to some extent they do. However, the only way to avoid agents from lowering mileage is to educate the insured with a mileage disclosure that must be signed by the insured and the agent. It should explain how this figure will affect the rating for the following year. When only some of the policies require inspections, and this can be manipulated by field sales agents, then there is no effective process. When the agent knows in advance which policies will require an inspection the agent can make up the mileage on selective policies to, “get the job done”. The Auto Club will also reference the fact that conversations are recorded and can be audited for integrity. The agent knows this and never asks the insured what their mileage is. They’ll only make reference to how much the insured’s commute is and make up a figure that is statistically consistent with the commute, albeit on the low end. The policy ends up being a fill in the blanks bonanza for the agent.

Some managers look the other way and others go further by processing business that has serious errors. In fact some managers were required to send policies through processing a second time to verify corrections were completed because the managers couldn’t be trusted to verify the corrections were actually completed. This company needs managers to watch the managers. But when the processing team can only catch incorrect phone numbers or spelling corrections, the mileage factor cannot be corrected at the pre-completion level but only at renewal when the insured complains about the increase in premium unless an inspection is completed and a mileage disclosure is developed. Without seeming redundant, I have spoken in generalities because it is not my intention to get employees in trouble but to correct the failures of this program and this company. If the deficiencies discussed here are not corrected I have lists of managers, employees, and policy numbers that are at issue and I will release this information to the media and notify those insureds that have been wronged. Insureds will have grounds for a class action lawsuit.

Sincerely,

Ann Anonymous Agent (AAA)
For fear of retaliation

cc: Dave E. Jones; CA Insurance Commissioner, Robert T. Bouttier; COO Auto Club Enterprises, Avery R. Brown; General Counsel Auto Club Enterprises, Karen Featherstone; Underwriting Manager, David Lazarus; L.A. Times

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Update by ANNIE ANY
Feb 07, 2012 10:13 am EST

January 24, 2012

Re: The Auto Club of Southern California’s Verified Mileage Program

A Misrepresentation by AAA Agents Regarding Insurance Premiums and Rates

Thomas V. McKernan
CEO Auto Club Enterprises
1070 Fallen Leaf
Arcadia, CA 91006

Dear Mr. McKernan:

I want to follow up from the last correspondence regarding the Verified Mileage Program because the problem was not fixed. AAA Agents are still lowering mileage and the Automobile Club is holding insureds responsible for a mileage reading that was never verified and a mileage reading that could be very wrong. There have been no guideline changes made to correct this problem and the last letter was sent more than 2 months ago!

Requiring inspections for every policy may be too much to require from such a big company. Requiring that insureds sign a mileage disclosure might be too hard to accomplish and just too complicated. If this company sticks with what they already know and sends out the same disclosure that is mailed out on policy renewals, sends it within 30 days after the inception of the policy, that could release them from liability. This would ensure the policy is truly verified and if an agent is frequently and fraudulently lowering miles you can terminate them because you record every call. If the insured doesn’t return the form, you can remove the insured from the Verified Mileage Program. An exception can be made for vehicles that are inspected with the odometer photo. This disclosure would dovetail quite nicely with the current guidelines because the inspection must be completed within 2 weeks after binding. If there is no inspection, send the disclosure. That is all this company would need to do.

I have already taken the liberty of notifying the media because I do not have any confidence these changes will be made. Is revenue everything? Or is the way you achieve that revenue relevant? Several organizations, including the author of Prop 103, have taken an interest in our case. I’m sure I will find more supporters because I will not stop until this ship has righted its course. The end does not justify the means. This is what our training department teaches, but in practice this company falls way short.

Sincerely,

Ann Anonymous Agent (AAA)
For fear of retaliation

cc: David E. Jones; CA Insurance Commissioner, Robert T. Bouttier; COO Auto Club Enterprises, Avery R. Brown; General Counsel Auto Club Enterprises, Karen Featherstone; Underwriting Manager

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American Automobile Association [AAA] Lack of Service/Understanding

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..

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Stopthebs
Philadelphia, US
Nov 16, 2011 5:02 pm EST
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AAA is basically one big scam. All their services are overpriced. With the Internet you can always beat any triple a discounts. It's easier to get your car towed paying cash than to wait for one of their towing contractors.

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American Automobile Association [AAA] fraud / discrimination

Aaa of southern california san luis obispo, ca office i have been a member over 35+ years until now had a great relationship and service, as a disabled veteran i went to have my annual federal records notarized the notary named tracy hope, lied and refused to notary the same federal document as past years. She then refused to give her name (I had to get it from another source) she refused to give her notary id commission as required by law. She lied and tried to alter a federal document and lied and refused me as a disabled veteran and discriminated as well. The secretary of state notified me she is required by law to give her name and id she refused. I filed now a formal complaint with our secretary of state and complained to aaa hq in costa mesa, ca they also refused to provide her id and name in violation of law and now are trying to conceal her violations of law and her discrimination. Aaa of san luis obispo has been terrible to us disabled veterans and deceitful.

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American Automobile Association [AAA] battery warranty service

I purchased aaa battery for my car a little over a year ago when i stuck with stalled car paying almost 3 times of regular price. The aaa serviceman had told me that there will be 3 years warranty service regardless if i remain aaa member or not during that period.

My car sat in the garage for about 3 weeks and when i need to go for a job interview, car would not start because battery was dead. I called aaa battery warranty service that was on the battery. I spoke to a lady and she connected me to local west hills, ca aaa office. The lady refused to send serviceman because i refused to pay for warranty service.

I asked her why do i have to pay if the battery is under warranty?
She said the warranty service is only for aaa member. What a twist? They charge almost 3 times higher price for the battery and do not provide warranty service to non-member.

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American Automobile Association [AAA] poor customer experience

I called in to request service at 7:52 pm tonight where it was communicated to me that there would 25 - 45 minute wait time before arrival since there were no other calls ahead of me. Well after 7 calls back into the dispatcher my car was finally towed at 10:20 pm. During this time i was in an unlit place with my child and pet. Each time i called in i was told that i would be called right back to receive a status update. This never occurred even after a couple of time when i called the dispatchers communicated that the driver was 6 miles away then 8 miles... None of this was true. The only bright spot was the nice driver that showed up to assist. I have never been more let down by aaa than i was tonght. The company should really consider removing the word loyalty from the member cards as it was certainly not demonstrated tonight. I do not plan on renewing my membership and would encourage others not to do so before they experience the same nightmare as me.

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American Automobile Association [AAA] battery service

I bought a new battery from aaa when mine died. While under warranty my battery died again. I called them to fix it. I was told i had to take my car to auto zone for about 4 hours to charge it then call aaa to come back to my home & retest the battery before they would honor the warranty. I didn't have a ride to auto zone & i have to drive my girls to & from school every day (This is on a sunday) i decided to just buy a new one because i couldn't do what he was asking. I told him i would keep the battery, charge it later & use it for fans & music @ my daughters softball tournaments, he says fine. He gives me the final total, i wright the check, then he tells me i have to give him an additional 10.00 to keep the battery or he has to take it from me. I refused because it is mine, i paid for it already. He says he is going to take out the new battery he just put in my car & aaa will call the police & charge me with theft if i don't pay the 10.00 or give them my battery i previously purchased. My husband asked him to leave & he began shouting @ him & wouldn't leave. I paid him & called the police who told aaa guy it was a civil matter & he could not arrest me for theft because it was my battery. He upset me, my husband, my children & threw off my whole day planned & still has my $. I can afford the 10 but why after i already paid did he as for more? They are the crooks, they are bad. I will never renew with them again & we have been with them since 1980's. I plan on contacting the attorney general about this & more because he threatened me to get the money.

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willraisevoices
Los Angeles, US
Sep 02, 2011 2:19 am EDT
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I purchased AAA battery a little over a year ago when I stuck with stalled car paying almost 3 times of regular price. The AAA serviceman had told me that there will be 3 years warranty service regardless if I remain AAA member or not during that period.

My car sat in the garage for about 3 weeks and when I need to go for a job interview, car would not start because battery was dead. I called AAA battery warranty service that was on the battery. I spoke to a lady and she connected me to local West Hills, CA AAA office. The lady refused to send serviceman because I refused to pay for warranty service.

I asked her why do I have to pay if the battery is UNDER WARRANTY?
She said the warranty service is only for AAA member. What a twist? They charge almost 3 times higher price for the battery and do not provide warranty service to non-member.

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American Automobile Association [AAA] wouldn't stand behind quote they sent me!

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.

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Bernard Backman
Overgaard, US
Feb 16, 2011 3:05 pm EST
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AAA Auto insurance continued to withdraw premiums from my bank account for 7 months after my truck was out of service after being totalled in an accident. In effect I was paying for insurance on a vehicle they took as part of my claim settlement. Then they held the excess premiums and did not respond to my requests for a refund. The extra premium withdrawals created overdrafts on my bank account. The agent did not respond to my calls or emails. Though being told I would get a refund plus overdraft charges nothing was done. I finally submitted a request for assistance with the Arizona Department of Insurance. My next step will be to hire an attorney.
I have cancelled all of my insurance with them and will not do business with AAA Insurance again. Their service is terrible.

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American Automobile Association [AAA] accident claim

My car was rear-ended while i was still at a red light. A motorcycle police officer came to the scene by himself. The other party told the police officer the car behind her struck her at first and then took off. The police officer rejected her claim on the scene based on two pieces of evidence: 1) there are no damage marks on the back of her car 2) he just heard one bump.
After that, the lady asked me to take the car to a bodyshop for cost estimate. It turned out to be too much and she reported the accident to her insurance company: aaa. But again, when she reported, she repeated the lie that was denied by the police officer.
About 3 weeks later, when i called the aaa adjustor (Let’s use “a”) , he didn't ask for my description about the accident or if there is any witness or not. He just believed whatever the other party of the accident told him. I then told him what happened. Later that day, i called back to give him the contact info of the police officer. He was not available and his coworker (“b”) took the info into the file.
15 days later, when i called aaa again. Someone at aaa told me she saw the police officer contact info the other adjustor put in. The phone was then transferred to the adjustor’s supervisor. This lady told me: 1) the police officer contact info is not in the file. 2) my description of the accident is not in the file. So she said, nothing wrong with aaa’s work on this case.
So, i am very disappointed by aaa’s work on this case for several reasons:
1. The supervisor lied on the contact info of the police office. The lady i talked to before her already mentioned to me that the adjustor “b” did put that contact info in the file. But the supervisor said she didn’t see that.
2. The adjustor “a” or the supervisor on the treatment of my description of this accident. “a” told me he put my description into the file and the supervisor said she didn’t see that.
3. The procedure the adjustor “a” took upon this case.
The supervisor finally said they will contact the police officer and do the final judgment, which is exactly what the adjustor “a” told me 2 weeks ago. What is going on with aaa? Why are there full of lies?I have been an aaa member and bought aaa insurance ever since the first day i had a car. I even thought about switching my house insurance to aaa. I would definitely give a second thought on that and even the car insurance too.

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Baciamicaro
Mishawaka, US
Jan 07, 2011 11:43 pm EST
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You and/or your attorney have every right to request (for a fee) a copy of the police report. I don't know of any insurance company who doesn't take at least an oral or recorded statement of the accident, so I guess it's time to hire an attorney to straighten this out for you.

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American Automobile Association [AAA] car inspection

I took my car in for just car inspection at 8:30.. I was told it will take 1 - 1 1/2 hrs. So they dropped me home. I got a call at 12:15 saying car is done and someone will come pick you up when he arrives from last drop off. Noone came or no one called. I called at 12;40 to find out when will the driver come to pick me up. "oh it can take about 1/2 or 1 hr before someone can come pick you up".

Car inspection time: start at 8:30pm finish off around after 2:pm. I mean come on. Never again i am using there car service. Terrible just terrible. They should not promise anything they cannot deliver...

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Update by tired of AAA scams
Nov 30, 2010 6:45 pm EST

bottom line.. service sucks..

Update by tired of AAA scams
Nov 30, 2010 6:36 pm EST

the point about dropping me off and picking me is not as important than about the time it takes. I do have a life and things to do.. which i did mention to them. hope u dont get in a situation where they tell you it will take 1 or 2 but takes about 6 hrs and you have things to do

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pobarjenkins
Minneapolis, US
Nov 30, 2010 6:39 pm EST
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Next time you should choose a place that does not drop you off and pick you up (one where you just sit and wait). It sounds like that is what delayed you.

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American Automobile Association [AAA] void warranty

I had my car towed to a local service shop by aaa this morning. The service shop check out the alternator and the battery. Find out the battery is defective.
I had aaa replaced the battery less than 3 years ago and is under three year replacement warranty. I called aaa, they sent out a technician to check the battery and confirmed the battery die. But then the aaa technician told me that the warranty is voided due to third party technician had worked/tested on it.
I was so upset. I know nothing about vehicle, like most people, when you have the car at the auto shop, you just let the technician do what they need to do and then tell you what is bad and give you an estimate. But because of this, aaa denied my claim and said, the back of the invoice had indicate about the warranty void if touched by a third party.
I don't think this is right. I am not a technician, how do i know what's wrong with my car! Aaa denied my claim just because someone else tested the battery for me!

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Keith Anton
Bend, US
Oct 16, 2010 2:55 pm EDT

You have every right to be upset with AAA and how you were treated.

I am the operations manager for a towing company in Oregon and we not only tow for AAA but also provide battery service.

Based on the situation you are describing, and the details you've shared, let me try and shed some light on what happened and how WE might have dealt with it.

First, you are dead on about "being the customer, not knowing about vehicles and trusting a mechanic or auto repair shop to advise you."

I've had this same agrument with AAA when a similar situation arose for us after we installed a battery for a member only to have her take it down to the Land Rover Authorized repari facility within the hour...and they (the Land Rover guys) claimed we put in the wrong size battery.

What's the AAA member to do? Of course, we put in the battery per the spec book and whether AAA reimbursed us or not, we made it right by the member and took the battery back. IT was only in the car for an hour so it couldn't be resold, therefore I ended up giving it to one of our employees. And ultimately, my AAA district manager reimbursed us for the battery and decision to "do the right thing".

So yes, you are completely right in NEEDING to trust those who work on your car. Whether you took it to a shop on your own or were in the hands of a battery technician sent out to you by AAA. It's all about trust.

Now, about the "Three Year Free Replacement" part. That is a sticky part of the deal that, I too, have been frustrated with being a battery service provider. But for us, the frustration usually comes AFTER the three year period has expired and we need to do a pro-rate and collect money from a customer. Anything under 36 months is easy for us. Just "swap it out & make the customer happy" is our motto. As long as it's a legitimate product failure and not due to the member's negligence (ie: leaving a door ajar or the headlights on and draining the battery, etc.)

Still, in your case, it was within that three year window and should have been an easy "solution" to just test the battery (which the AAA technician did) and replace it. For the technician to "follow the letter of the law" and use a "loophole" about having a third party do anything to battery (up to and including a test) is beyond the scope of what is intended by AAA in having all these rules.

In other words, I can't understand WHY the AAA technician couldn't see the bigger picture and just swap it out.

There was no money out of your pocket to collect (no pro-rate issues), the battery tested bad, who cares if a shop or 3rd party just confirmed what we all knew? AAA would have reimbursed the towing company for the free replacement. I can't agree more that it was very short sighted and lacking in customer service to NOT take care of you!

Now, all that being said, IF you didn't have the warranty paperwork OR if you were (in fact) out of the Free Replacement period then we are dealing with a different situation.

But going on what you shared, we would definitely would have handled it differently.

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American Automobile Association [AAA] - will not transport your pet with you

Please cross post liberally!!! To all animal owners and guardians: aaa will not transport your animal with you. I live in southern california. I was driving home with my 12 year old female labrador retriever mix, friday afternoon, july 23, 2010, when the engine of my ford explorer overheated. It was 95 degrees in the san fernando valley. I called aaa...

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American Automobile Association [AAA] NOT HONORING CONTRACT

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!

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Queen pazz
duson, US
May 27, 2014 3:35 pm EDT

Not satisfied with AAA services?
Check this out and let me know if your interested
www.shakeyourmoneytreemca.com

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Keith Anton
Bend, US
Oct 16, 2010 6:25 pm EDT

I'm beginning to think AAA should be paying me to defend them! Which is NOT the case...read that...AAA is NOT paying me to defend them!

I say that only because I've spent the better part of two days now explaining how things work in the towing industry and in particular (at this time) in relation to AAA.

That being said, I am the operations manager for a towing company in Oregon. We also happen to be a AAA service provider (ie: AAA contract station). I've been in the industry since 1996 and with this company since 1998.

I happened upon this site, as well as "my 3 cents.com" by accident while researching other information and was not only appalled by the number of complaints but the NEED for somebody to try and address the issues. I am completely shocked that AAA hasn't seen the need or taken action in this public forum.

My motive is simply to try and wipe some egg off the face of our industry which generally has a pretty bad reputation in the public's eye.

Okay, now you know my background, let's talk about your case.

Once again, in defense of AAA, I take issue with the title of your complaint and "Failure to Honor Contract".

I have no issue with your frustration and what happened in your situation. But besides being a AAA member myself (for Oregon / Idaho) I know that when you signed up for the membership, it was written down how many calls you are allowed each year. But let's face it, who really pays attention to that?

Maybe some people, but most just hear what they "want to hear" and in your case...with seven (7) calls allowed per year...who would even THINK they would need that many in a year? (Oregon / Idaho only allows 4 per year).

And also being both a member and a AAA service provider, I find it hard to believe that with each successive use of your membership...especially when you reached your 5th use...that the AAA call taker didn't advise you that you only have "two uses left" then "one use left" and finally...when you called for service for the 7th time they said, "One more and you'll have to pay for the service. At a reduced rate, of course, but you've now used up the maximum allowed for your membership in a calendar year."

Seven per year? That is VERY generous! Like I said, Oregon / Idaho only allows four.

Still, let's discuss the $40 and $3 per mile. Even at that rate, you got a deal. Our retail rates for our area is a $60 hook-up (no flatbed or dollies required...otherwise $75) and $5 per mile.

So after seven uses and then you are charged for a $40 hookup, wow...

Now, I realize that my response to your complaint is going to be taken as inflammatory and you are going to get upset all over again. I apologize.

That is not my intent.

So please don't take it that way.

If you take the time to read some of my other responses to various complaints posted here, I am consider myself a professional and I try to take the time to explain things concerning our industry. Both the good and the bad.

In this particular case, yes...your son was in a bad spot. I don't negate that one bit. And being that was the case, you had every right to be upset and frustrated that AAA wouldn't come and help.

But in light of your seven prior uses and what they were requesting for payment, I don't think it was unreasonable and I have to take take a stance on the side of AAA.

And I believe the public needs to hear this side of it.

If they choose to still think AAA is a rip-off and disreputable, that is their choice. It's a free country.

I agree 100% that you've had a bad run of car problems. And to add insult to injury, running out of services with AAA just made it worse. But let's face it, they weren't being unreasonable and your venting...although passionate and understandable...is not necessarily justified.

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American Automobile Association [AAA] - horrible customer service

I never do this because i believe anybody can have a bad day but this is beyond one person and it looks like aaa is at fault. I have been a member for a couple of years and my family for alot longer. I have always had faith that aaa will be there when i needed them (Its why i pay for the service). At about 6 pm on 06/16/2017 i needed aaa my van broke down...

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American Automobile Association [AAA] In-depth Review

Overview: AAA, also known as the American Automobile Association, has a rich history dating back to 1902. With a mission to provide exceptional service and support to motorists, AAA offers a wide range of services and benefits to its members. From roadside assistance to travel services and insurance products, AAA strives to meet the diverse needs of its members.

Membership Benefits: Being a AAA member comes with numerous benefits and perks. One of the standout features is the roadside assistance program, which offers prompt and reliable help in case of emergencies such as flat tires, lockouts, and towing. AAA members also enjoy exclusive discounts on travel-related services, including hotels, car rentals, and vacation packages. Additionally, AAA provides insurance options for auto, home, and life, ensuring members have comprehensive coverage at competitive rates.

Customer Service: AAA's customer service is highly regarded for its responsiveness, helpfulness, and professionalism. Their representatives are known for going above and beyond to assist members with their inquiries and concerns. Whether it's over the phone or in person at one of their branches, AAA's customer service consistently receives positive feedback from satisfied members.

Roadside Assistance: AAA's roadside assistance program is top-notch. With a vast coverage area and quick response times, members can rely on AAA to come to their aid when they need it most. Services provided include towing, battery jump-starts, fuel delivery, and more. Customer satisfaction with AAA's roadside assistance is consistently high, with members praising the professionalism and efficiency of the service.

Travel Services: AAA's travel services cater to all types of travelers. Whether you're planning a family vacation, a romantic getaway, or a business trip, AAA offers a wide range of options to suit your needs. From vacation planning and hotel reservations to car rentals and tour packages, AAA ensures that members have access to a variety of choices at competitive prices. Customer experiences with AAA's travel services are generally positive, with members appreciating the convenience and value provided.

Insurance Products: AAA's insurance offerings are comprehensive and reliable. With options for auto, home, and life insurance, members can find coverage that meets their specific needs. AAA's insurance products are known for their competitive pricing and flexible coverage options. The claims process is streamlined and efficient, ensuring that members receive prompt assistance when filing a claim. Overall, AAA's insurance offerings receive positive feedback from satisfied customers.

Discounts and Rewards: AAA's discount programs and rewards are a significant perk for members. Through partnerships with various retailers, restaurants, and entertainment venues, AAA members can enjoy exclusive discounts and benefits. The value and accessibility of these benefits are highly regarded, with members appreciating the savings and opportunities for entertainment and leisure activities.

Online Experience: AAA's website offers a user-friendly and intuitive experience. Navigating through the site is easy, and members can manage their accounts online with ease. The website also provides a wealth of online tools and resources, including trip planning guides, travel tips, and insurance quote calculators. AAA's commitment to providing a seamless online experience is evident, making it convenient for members to access the information and services they need.

Mobile App: AAA's mobile application is a valuable tool for members on the go. The app offers a range of features, including access to roadside assistance, making reservations for travel services, and managing membership benefits. Its user-friendly interface and intuitive design make it easy for members to navigate and utilize the app's functionalities. AAA's mobile app is highly regarded for its usefulness and convenience.

Pricing and Value: AAA's pricing structure and membership fees are competitive within the industry. Considering the extensive range of services and benefits offered, AAA provides excellent value for its members. When compared to competitors, AAA's pricing remains reasonable while delivering exceptional service and benefits.

Reputation and Trustworthiness: AAA has built a strong reputation and is widely recognized as a trustworthy organization. With over a century of experience, AAA has established itself as a reliable source of assistance and support for motorists. Customer reviews and ratings consistently reflect the positive experiences members have had with AAA. Additionally, AAA has received notable accolades and certifications, further solidifying its reputation in the industry.

Community Involvement: AAA actively engages in community involvement initiatives. They partner with local organizations, promote road safety, and support environmental sustainability efforts. AAA's commitment to giving back to the community is commendable, and their involvement demonstrates their dedication to making a positive impact beyond their core services.

Conclusion: Overall, AAA stands out as a reputable and customer-focused organization. With a wide range of services and benefits, AAA caters to the diverse needs of its members. From their exceptional roadside assistance program to their comprehensive insurance offerings and travel services, AAA consistently delivers value and convenience. Their commitment to customer service, user-friendly online platforms, and community involvement further enhance their appeal. AAA is highly recommended for individuals seeking reliable assistance, competitive insurance options, and exclusive travel benefits.

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