Complaints

This profile includes complaints for AAA Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AAA Carolinas

  3426 Toringdon Way Ste 300 Charlotte, NC 28277-3497

• 

  AAA Carolinas

  11338 N Community House Rd Charlotte, NC 28277-1978

• 

  AAA Carolinas

  13540 Steelecroft Pkwy Charlotte, NC 28278-7545

• 

  AAA Carolinas

  1740 Flat River Dr Charlotte, NC 28262-5319

• 

  AAA Carolinas

  2421 South Blvd Charlotte, NC 28203-5009

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A. I have the **** membership and am not getting the service I signed up for. I called the travel service 3 days and spent too much time on hold to speak to someone about travel plans, so I went elsewhere.B. My granddaughter (18) was in need of roadside assistance, towing. She called approximately 8:45 - 8:55 for this tow and was told someone would be there by 9:30 pm. I showed up about that time and no one has shown up nor called her back. She had called several more times and I had called several times. Each time we got the response "We will look into it and call you back". Of all the times we were told this, not one call back was received. Finally after waiting for 4 1/2 hours, I decided to call another towing service (confirmation attached) and paid $255. However, after another hour of waiting, they never showed either so I requested a refund from them, still pending. So, after taking her friends home and getting back home, this whole ordeal took almost 8 hours of waiting and travel, I did not bet back home until 4:30am. Costing me approximately $32 for gas, seeing that I get about ***** mpg. C. I did talk to a representative named ******, who offered me $70 AAA money, which was the maximum she could do. However, I believe that 8 hours of my time, my travel expense to transport her passengers home, drive back to my home, then the next morning drive back to the car to get a new tire put on would be more in line for fairness. This is a service I paid for to give them piece of mind if anything happened. The company failed.

  Business Response

  Date: 03/11/2024

  We have attempted to reach Mr. *********************** on Monday, March 11, 2024 via telephone but have been unable to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.  

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed a battery jump for my 2006 GMC Canyon. I called on Saturday 3/9/2024. My text was at approximately 5:30 PM. I received a text message say the service tech would arrive a 6:48 PM. At 9:00 PM I called and said when are they going to be here. I was told there was no one in this area and they did not know when they would come. I told them to forget it and will text you tomorrow.On Sunday 3/10/2024 I texted them at approximately 3:15 PM. At 4:430 I called and asked when they would be here. After speaking with a woman who could not have cared less I connected to the Supervisor for Resolving Issues. Nothing from him except excuses. He put me on hold for what seemed to be 15 minutes to speak to dispatcher and when he came back on he said he did not know when or where the person would be coming from. The guy arrived at approximately 5:45 PM from ****'s Towing and he was excellent. I waited over 2 hours on Saturday night and over 2 hours today. This is unbelievable. Please know when you call them they send you a text to open fill out your request. No one to speak to. I told the gentleman this afternoon I could have called a private service and got better results. His reply was yeah but you wouldn't get your money back. Nice response. I have been a member with AAA since 2003, I have car insurance for both vehicles and a AAA credit card. I am done with all of this. I will not be subjected to absolutely no service. As I indicated last night at 9:00 PM to the lady, what if this had been my wife sitting in a dark shopping parking lot or stranded somewhere waiting for help. No response. The response was UH H** demand a full refund of my membership fee and rid my self of this nuisance. And by the way, these are the highlights. I was told I was out of the service area. The young man who came today lives approximately 15 minutes from my house. I encourage everyone to find another roadside service. This is not the first time I experienced

  Business Response

  Date: 03/18/2024

  We have made contact on 3/18/24 and are working with the member on a resolution. 

• Initial Complaint

  Date:03/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monday March 4,2024 my daughter had a flat tire on Range Road in ****** ** She filed on line a request for service from AAA 617am. Request # **********. At 755 no call back no status update she called back and was told by *** no request was found. At 930am a contract provider replaced tire and she was able to get to work. THIS IS NOT WHAT I EXPECTED FROM AAA. I HAVE BEEN A MEMBER OVER 25 YEARS AND HAVE GIFTED MY DAUGHTER THIS MEMBERSHIP FOR OVER 10 years. WHAT happened and why the delete of the request for service? Why no follow up? Very disappointed very

  Business Response

  Date: 03/08/2024

  We have attempted to reach ******************** on March 8, 2024, via telephone/email but have been unable to reach them to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, March 3, 2024 at 2:38pm I contacted AAA at ************ and notified them that I needed to request a tow truck due to my vehicle being broken down. I advised them that it was in fact NOT the battery and a tow truck was necessary. At that time, I was told that I would be hearing back from a dispatcher within a few minutes. At 3:22pm I called again and was told that the request was still being dispatched. Due to no response I placed calls at the following times: 4:01, 4:25 and 4:51. During the call at 4:51 I was told that there were no drivers in my area and that I needed to leave the vehicle overnight and call again for service in the morning. I informed them that the vehicle would not be safe in that area overnight and I expected a manager to call me. I also asked if I needed to just call a tow company on my own and was told to do what ever makes me happy. I ended up calling a tow company myself who arrived within 28 minutes of calling them. While the tow company that I had to pay for out of my pocket was putting my vehicle on their truck a representative from AAA contacted me asking if I was still waiting for a "jump". I informed her that I was not needing a jump and had requested a tow multiple times during multiple calls with AAA. I have never been so disappointed in a service that I pay for who claims they are available 24/7 only to sit for hours and find out they were not even going to be able to assist at all. I am demanding a refund of my subscription that has been paid in full along with a refund for the cost of the tow that I paid out of my pocket for in order to get my vehicle towed to the Chevrolet dealership 1.5 miles from where I was stranded.

  Business Response

  Date: 03/13/2024

  We spoke with Mbr. ****** on 3/8/2024 via telephone and we are working with our member to reach a resolution.

  Customer Answer

  Date: 03/14/2024

   
  I am rejecting this response because the issue has nit been resolved. AAA has been in contact and working on a resolution is in the process.

   

  Thank you

  
  

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a tow on 3/2/24 they gave me different times and no ever came I called back around 6:30 just for them to tell me my tow was cancelled and didnt give an explanation, I stayed home a whole day for nothing an missed work cause I had to be here for a tow that never showed up. Then I called back 3/3/24 Just to get a rude employee and back at square one this is ridiculous, Im a Premiere Member and this what I get , its overwhelming and my car was suppose to be at the shop 3/2/24 before 3:00 pm, and still havent gotten it towed. Its not fair to me to not get no accommodation due to something on their behalf. Im highly upset and frustrated, and feel something needs to be done.

  Business Response

  Date: 03/08/2024

  
  We have attempted to reach ************************** via telephone today March 8th, 2024  but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.    

• Initial Complaint

  Date:02/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They claim I agreed to an automatic renewal. I know I did not because I do not allow anyone to take money out of my account. I always pay my bills. They are lying.

  Business Response

  Date: 03/05/2024

  A member representative spoke to ************** on the same day she posted the BBB complaint. We do not put someone on auto renewal, there has to be a verbal confirmation made that they agree to it, and all calls are recorded with ************** agreeing to this. We have cancelled the membership and issued a refund at her request. We consider this matter closed. 

  Customer Answer

  Date: 03/05/2024

   
  I am rejecting this response because:
  I did not agree, I do not let anyone take money out of my account. I would like to see the proof that I agreed to this action.

  Business Response

  Date: 03/05/2024

  We cannot provide recordings unless requested by a lawyer or warrant. We have cancelled and refunded your money as you requested, this matter is closed on our end. BBB please close this complaint as resolved. 

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/11/24, AAA Auto Insurance added a driver to my policy that doesn't have a license and resides in another city. This individual drove my car once without my permission on 12/11/24 and got into an accident. The insurance company was informed of his nonlicense status as well as different residential address by myself when I reported the incident. I was advised to provide proof of his residence or insurance, which I did. However, the company proceeded to add him to my policy with a start date of 09/22/23. In addition they continued to bill me for the vehicle that was totaled on 12/11/23 giving me a balance of over $1500. This is unfair to me and my family.

  Business Response

  Date: 03/15/2024

  Thank you for giving us the opportunity to review the circumstances leading up to our insureds complaint.
  
  Upon further review, we will remove the brother from the policy as of the date he was added.  The vehicle has already been removed from the policy.
  
  We apologize for any inconvenience to the insured and hope we continue our relationship with her.
  
  Our Customer ********************** Team will reach out to our insured to answer any additional questions she may have.  

  *********************** *******

  Customer Sales/********************** Supervisor 

   

  Customer Answer

  Date: 03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/23/2023, I was in a car accident. AAA Carolina picked my car up, to be towed for repair and the driver lost my key to my 1999 Lexus LS400, which a complaint was made with AAA Carolina. Prior to leaving for out state contract work, AAA Carolina provided a ***************** Number" for a Key Replacement and Programming Service to be completed, which never had. Then I was told to submit online, a copy of the cost, for the Lexus *********** Programming, which *********************** provided and AAA reimbursement **** denied the claim, stating that I was suppose to pay for the Key and Programming. After multiple calls, to address my complaint, prior to leaving for work, I told to re-file my online complaint; never received a respond! Given a back office reimbursement **** phone number, where my calls were never answered or voicemail left, never returned. BBB help is needed!

  Business Response

  Date: 03/01/2024

  We spoke with *************** on 02/27/2024 via telephone and the matter was resolved to his satisfaction.

  Customer Answer

  Date: 03/01/2024

  Unfortunately, the *** Representative that replied to my BBB Complaint, T'*********************, *** Operations Support Specialist, did not specify the conditions, to which, would warrant my BBB Compliant, as closed and that condition is, receipt of check for $274.63; agreed upon, to be mailed and received in the next 7 business days.

  I will advise BBB, once agreed amount has been received.

  Thank you!

  *************************

   

   

   

   

  Business Response

  Date: 03/07/2024

  A check was mailed on 3/1/24 in the amount of $274.63, and they should have received it by now. If for some reason the check got lost in the mail and you don't have it by 3/15/24 , please call 1-800-AAA-Help and speak to the *** department and reference case # ***** so they can alert us the check has not been received. 

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, 2/14/2024, I realized my keys were locked in my car and called AAA for assistance (I am a AAA Premier member). They said they would send someone out. Heres the timeline: 7:07pm: I called AAA. ETA 7:37pm. 7:47pm: Received automated message saying "due to high volume" it will take longer 8:40pm: Received same message. 9:07pm: I call them back - they tell me, Dispatch is not accepting the call. Can you get a ride home and make an appointment tomorrow?" I then question why I pay for the highest level of AAA in the first place if I have to get a ride home and come back to my vehicle the next day. She said, Let me see what's going on and I'll call you back."9:37pm: Still nothing. I call back. "Yeah, no is is accepting the call." I said, What do you mean no one is accepting the call? Youre AAA and its emergency service! She tells me a supervisor will call me. 9:41pm: Supervisor calls me and tells me I'm been upgraded to "critical" and someone will be out. 9:47pm: ******** (AAA) calls and says he'll be there in 15 minutes 10:05pm: ********, who is seriously the nicest guy in the world shows up in a AAA truck. I tell him the story, and he can't believe it. "We're 15 minutes away and we didn't get a call until I called you.Three hours plus later, I was finally on my way home. Someone explain to me why I pay for the highest membership tier again? Get a ride home and make an appointment tomorrow???Also, it was freezing out and I was standing next to my car for over three hours waiting when, in reality, they didnt even dispatch someone until almost three hours later. Unacceptable. Time to explore other options. My membership is due for renewal next month and this experience gives me ZER0 faith AAA will be there when I need them.

  Business Response

  Date: 02/20/2024

  We spoke with ************** on 02/20/2024 via telephone and the matter was resolved to his satisfaction.

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a AAA membership specifically for towing assistance. I needed my vehicle towed to a residence with an auto repair shop attached, when the very Rude associate found out I may repair or sell my vehicle she denied my tow, stating if I were to sell it to the shop owner we would not be covered. A towing company that sometimes does not tow. Sorry excuse very disappointed.

  Business Response

  Date: 02/20/2024

  AAA Emergency Road Service is for emergencies and not to transport vehicles for sale.