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

  178 Merrimon Ave Asheville, NC 28801-1826

• 

  AAA Carolinas

  1812 Montford Dr Charlotte, NC 28209-3726

• 

  AAA Carolinas

  9931 Knockando Ln Huntersville, NC 28078-5052

• 

  AAA Carolinas

  11338 N Community House Rd Charlotte, NC 28277-1978

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:02/05/2024

  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 11/10/23 I called *** roadside assistance in ************ ** about a dead battery. They came and found the battery was bad and replaced it but would not honor the warranty saying that my use of the radio with the engine off voided the warranty . I had to pay $213.49 with my credit card. Prior to this occurrence, *** had replaced the battery on 5/12/21 so the battery was was within the 3 year warranty period. *** also had to service this battery ( jump start the car) on 10/06/23 when the car would not start . To complain about this situation I went by *** ,******************************* where they supposedly completed the *** reimbursement form for me. Not hearing anything from ***, I submitted a roadside service reimbursement form on 12/4/23 . The receipt was confirmed and the record ID is *********. On 12/20 I called and was informed that they were running behind processing reimbursements. On 1/18/2024, I spoke with a lady (1-844-0222-8999) for the second time about the situation and she said it had been denied by her supervisor. I then went by the local ****** *** and to a local NAPA store in ******** that sells *** batteries. Both places said they had never heard of the warranty being voided for car radio reasons. Both said they would have replaced the battery no questions asked. Referring to their responses on 1/22/24 I sent an email to *** requesting a written reason for the denial and a copy of the the warranty she said specified that the warranty is voided for using radio with engine off. Today is 2/5/05 and I have had no response to this that email or several followups that I had sent.

  Business Response

  Date: 02/05/2024

  We are sorry for the misinformation, we will have someone reach out to you today regarding your battery reimbursement. 

• Initial Complaint

  Date:01/22/2024

  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.

  Have been a member of AAA for more than 25 years. #******************* Under ***********************. Contacted road service Assistance 3:30 on 1/18 for a 95 mile tow back home due to sunroof shattered and blew out glass due to an object that hit it on the highway out of *********. Totally understand 95 miles is not a normal tow. It was cold outside. Was parked in a lot. Waited till 4:30 and said still working on. 5:30 called again and said still working on. Now 6:30 as they said would pass on to a supervisor to call me back just to advise if tow is not going to happen. Called again 7:30 and and asked them to have the supervisor or expediter call me with up date. All this time sitting in the car Now 8:30 called again as no call from expediter. Now it is 5 hours and no response Decided to drive slowly to ********** and put tape across the entire shattered sunroof Drove 95 miles home with flasher on and slowly. Got home at 11:30 pm and never received a call from AAA with any update Now considering cancellation of my loyal 25 year plus membership A simple call was all I was asking for for 5 hours ***********************

  Business Response

  Date: 01/23/2024

  We spoke with ****************** on 01/22/2024 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  Date:01/22/2024

  Type:Product 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 went to my local *** offices to do a foreign money exchange as I do multiple times a year. I informed the *** representative that I could have no bills larger than a 20 pound note and the instructions were written as that. When I received my money back from ***, there was a 50 pound note, and I explained to the employee that traveling to the ************** and ************ that I go to they do not accept anything greater than a **************************************************************** to go to and I quote my hotel and they could help me exchange it.. Traveling to the ************** often I explain to them I stay with family and that again they do not accept anything greater than a 20 pound note. And the response I got back was basically oh well . I asked *** if they just expected me to hold onto a 50 pound note that would be of no use to me and again there was no resolution. I asked the *** employee if she could just take the money back and exchange it that was not allowed so I left *** after spending over $600 With foreign money exchange, knowing that I have to 50 pound note that I have to hold onto and again due to the regulations in another foreign country, they will not cash the ************************************************ was nothing but kind and professional. She was only giving me the answers that her support supervisor. Was giving her. I do not think that is Customer ********************** in anyway to give somebody money that they can knowingly not use. Please advise.

  Business Response

  Date: 01/25/2024

  Thank you for bringing this matter to our attention. We have forwarded the complaint to management at the branch office you visited and they will be in contact with you. 

• Initial Complaint

  Date:01/12/2024

  Type:Order 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.

  The business was supposed to keep me safe and did not and jerked me around for over eight hours. I was stranded on a busy side road and the contractors they hired passed me twice, I would have died if not for the kindness of a stranger.

  Business Response

  Date: 01/17/2024

  We have attempted to reach Mr./Mrs./************ on 1/17 and 1/12 via telephone/email but have been unable to reach him/her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:
  

  I renewed my AAA subscription back in October of 2023. I needed their service in Nov, I was left stranded for hours, while the people who were supposed to pick me up passed me by numerous times and had the audacity to say that the gps was wrong when I was broke down because my tire blew. If another gentlemen who had a towing company didn't come to my aid I would not have made it home. My trip started at 8 am and I didn't get home until 8 pm and typically the trip is a 3 hour drive. I also was unable to get serviced on 03/28/2024 when my car wouldn't start I was waiting for over three hours. I would like a full refund of my purchase or a lifetime membership that is fully covered considering the danger that your company has put in me in multiple times within the past few months.

  Business Response

  Date: 04/11/2024

  We are very sorry for the delays you experienced. Our goal is to get to members within 1 hour, but unfortunately there are times service is delayed. A credit in $110 was applied to your membership and a letter has been mailed with that information on it. You will need that letter with the credit information on it if you decide to renew your account. We cannot provide a lifelong membership. 

  Customer Answer

  Date: 04/11/2024

   
  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:01/11/2024

  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.

  Car Wash owned by AAA (Fins Car Wash) in *************, **. Did clear coat damage to my new vehicle. There are no warnings of possible paint damage, clear coat damage, or scratches on the premisis. Manager stopped communication mid converation

  Business Response

  Date: 01/19/2024

  The carwash has video footage of this vehicle in line for the car wash. It shows that there was already damage on this vehicle before it even went through the car wash. 

  Customer Answer

  Date: 01/22/2024

   
  I am rejecting this response because:

   

  The video footage provided to me was of my 4th or 5th wash.  The damage was done over several visits to the carwash. Records of your security footage will show the deteriation of my clear coat.  There are no signs on the property pointing out the possible damage that can occur from the wash on your paint.  An expert opinion was collected.  I was advised that this is not the only car the expert has seen with paint damage.  Please review footage from first wash to last wash and you will see the change.  This was noticed by a paint expert. 

  
  

  Business Response

  Date: 01/22/2024

  The customer called the carwash weeks after he got it repaired and then filed his complaint of damage. The only evidence we have showing is that the claimed damage is already on the vehicle before entering the car wash. Also, if he knew that damage occurred every time he went into the car wash as he's claiming, we were never notified by him and he continued to go through the wash. 

• Initial Complaint

  Date:01/10/2024

  Type:Product 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.

  the business did several things that should NOT have occurred regarding insurance for 2 vehicles with them. it's about a cancellation to me as a customer without any notice; both in advance of that impeding issue, afterward and absolutely no help in helping to solve the problem thereafter. in addition, when they were contacted by me on jan. 2nd of this new year and they KNEW i had no insurance, they "threw me out" (with no notice of any kind to me), THEY NEVER followed up with me as 3 of their phone agents claimed "a manager" would call me back to "fix things". time flew on and they absolutely had no empathy for a loyal customer of theirs that paid the monthly obligation "on their own" as i never received any monthly payment notice, reminder, etc. - even though over 6 months ago i DID inform them of 2 very important items: 1) a mailing address change and 2) that i officially requested to be given email notifications going forward and "no to any regular mail communications". well they negated to do both back in july 2023 when i asked for both. i called in for the address update and email request as well as confirming the email request on their website. they never ever made those adjustments. then when dec. 2023 was about to come, i had a multitude of other major financial obligations due; NC vehicle ****** and taxes due by the end of the year (amounting to over $700), plus my *** roadside coverage also due by end of year. the *** roadside side of *** did notify me several times via email to pay by end of year, but the significantly more important side of this organization; car insurance NO REMINDERS ME; NOTHING TO ME BY EMAIL, ETC. and subsequently, i forgot to pay in dec., only off of my own memory set. when i did eventually remember after a terrible dec. $$$ wise as i always paid when i get my monthly check the 1st of the month; on the night of jan. 1st, i remembered, went online only to discover they cancelled me; didn't care! policy no: AU32-100175095

  Business Response

  Date: 01/26/2024

  Thank you for giving us a chance to review the circumstances leading up to the complaint for *****************
  
  On October 8th, 2023, The Members Insurance Company sent **************** his renewal package.  Included was a copy of his installment pay plan amounts showing the amount due and the due dates.  After payment was not received on or before November 12, 2023, we sent **************** a notice letting him know that his policy expired on 11/12/2023 because we did not receive his renewal payment. 
  
  *************** called our customer ********************** department on January 2, ****, at 5:09pm and 5:31pm.  During both calls **************** was told how much he would need to reinstate his policy.  At that time, the amount to reinstate was $728.30 which **************** advised our agent he did not have the money and asked could we make an exception.  A customer ********************** representative did reach out to management and was advised that under the circumstances we would have to have the complete amount stated above to reinstate his policy.We did transfer **************** to one of our sales agents to offer to rewrite his policy.  The agent did requote Mr. ******* policy however the payments were higher than the current policy. 
  
  The amount due to reinstate as of today January 26, ****, is $973.06 which includes his February payment.  I will be happy to speak with **************** however, we would still need the total amount due to reinstate his policy and a statement of no losses.  

  Thank you,

  
  *********************** *******
  Customer Sales & ********************** Manager
  Direct Number ************
  Email Address: *********************

  
  

• Initial Complaint

  Date:01/08/2024

  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.

  1 year old battery provided by AAA. The battery has failed 3 times in the last 4 days. Each time AAA has not replaced the battery, instead saying it's fine. All will be good. They simply don';t want to take responsibility for a low quality battery. The battery cost me nearly $200. Even though there is warranty coverage they are not replacing it.I am not interested in any battery from AAA ever again. I have replaced the battery myself with a reputable brand for less than $50 more than what AAA charged a year ago..I would like a full refund. They know and I know the battery is no good.

  Business Response

  Date: 01/11/2024

  We spoke with **************** on January 10, 2024, via telephone and we are working with our member to reach a resolution. 

• Initial Complaint

  Date:01/03/2024

  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 in for battery service while traveling in ** for Thanksgiving. Was told no battery service in the area, was offered a tow or jumpstart. We had 660 miles of travel ahead, so our best option was a new battery. We bought battery and installed ourselves. ( while my husband was out purchasing the new battery, the technician called me to say he was on way, and that he could bring battery but he would have to turn around and go back to his shop to get one) At that point, we had already made decision to handle ourselves since we had been told by roadside assistance that we were not going to be able to buy battery from AAA.A few days later I phoned in to AAA to voice my displeasure about not being able to buy battery from them. I was told I could receive reimbursement for battery we purchased from auto parts store. I was sent by email a battery reimbursement form. We filled it out and emailed it back as instructed.December 26, I received a call from ***** stating that AAA was not going to reimburse us for the battery because we had not purchased the previous battery from AAA. I asked for this in writing and was told that was not possible. She told me she would have her supervisor ***** call me so that I could explain my Situation to her. She was to call me within 48 hours. Its been 7 days now, no call from her.Today, I began calling AAA again. I spoke with 4 different ladies, 3 polite, 1 very rude. I still have no satisfaction with the way my claim has been handled, and the service we received. I keep getting misleading information.Supposedly they record their calls but no one will give me recording numbers for verification.

  Business Response

  Date: 01/03/2024

  We apologize for any misunderstanding regarding the reimbursement of the battery you purchased. While we do offer AAA batteries and installation of AAA batteries, it's not in every area, that is why we offered a jumpstart or a tow. As we explained, we cannot reimburse for a battery you purchased, if you did not have a AAA battery in your vehicle that was under warranty. Once again, we are very sorry for the confusion surrounding this matter. 

  Business Response

  Date: 01/03/2024

  We apologize for any misunderstanding regarding the reimbursement of the battery you purchased. While we do offer AAA batteries and installation of AAA batteries, it's not in every area, that is why we offered a jumpstart or a tow. As we explained, we cannot reimburse for a battery you purchased, if you did not have a AAA battery in your vehicle that was under warranty. Once again, we are very sorry for the confusion surrounding this matter. 

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because:
  Number 1, you should not advertise 24/7 service when you cant offer it.

   

  number 2, your employee offered the replacement to me.  This is an internal issue of not training employees properly.

   

  Number 3, the rude agent I spoke with last night needs some customer ********************** training.

   

  what has happened to AAA?  We have used in the past but never been treated as with this particular incident.  You will be losing us and our extending family and friends as a result of this experience.

  Business Response

  Date: 01/03/2024

  We are 24/7, but battery installation has certain hours. We apologize about the misinformation you were provided, along with poor customer **********************. All of our calls are recorded and we will handle that internally. However, we still cannot reimburse you for a battery you chose to purchase and needed, even AAA batteries need to be bought, we do not install or sell anything but AAA batteries. 

• Initial Complaint

  Date:12/28/2023

  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 December 10th, at approx. 6:30pm my daughter, ************************* had a flat tire that would not hold air and contacted ***. She was told a dispatcher would contact her to change the tire. My daughter was on the side of the road between ******* and **********, ** at a ****** Gas station. It was pouring rain and cold. After 2 hours, she called back and told them she had not been contacted by anyone, the *** Reps were very rude and not helpful at all, she asked if she should change her request from changing a tire to getting a tow to her house in ******* or my house in *********, ** if that would help in getting faster service. Again ******* said she would have a dispatcher call. After waiting another two hours, I called and got another rude *** ***** ** this time--I went out in the cold, pouring rain and picked up my daughter. NO REP CALLED BACK, NO DISPATCHER EVER CALLED and to this day no one has called from *** to apologise or resolve the issue. Oh they did call at 8am the next morning to say they were closing out the ticket. As the primary card holder for over 40 years, I called on Dec. 22, 2023 and spoke to ******, **** (Supervisor) and ****, with no resolution. **** was a very rude rude supervisor that offered me $40.00 and said he was not going to waste anymore of his time talking to me and I should have called ********************** after an hour instead of waiting for ***. I have asked for my **** renewal of *** PLUS to be waived/free as no amount of money can cover the hurt or resolved the frustration I have with *** after being a member for so many years! If I cannot get some resolution from ***, I plan to discontinue my membership ASAP! You can reach me by email or ************. Thank you and feel free to contact me for more information about my complaint. ***********************

  Business Response

  Date: 12/28/2023

  We spoke with *************** on 12/28/2023 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 12/29/2023

   
  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:12/27/2023

  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.

  Dear ***********************,I hope this letter you well. I am writing to express my dissatisfaction with the recent misconduct displayed by some of your phone agents at Triple A. I have always been a loyal customer of ********************** A, relying on your services for many years. However, the recent incidents I have encountered have left me extremely disappointed.On multiple occasions, I have contacted Triple A's customer ********************** through the phone, expecting prompt and professional assistance. Unfortunately, I have encountered rude and unhelpful agents who have not only failed to address my concerns but also displayed a complete lack of respect towards customers. Their behavior was uncalled for and did not reflect the values and standards that Triple A claims to uphold.As a valued customer, I believe it is imperative for ********************** A to provide superior customer **********************, especially when dealing with potentially stressful situations. The phone agents I encountered seemed disinterested in resolving my issues, gave incomplete or incorrect information, and even hung up on me without any justification. This kind of behavior is unacceptable and reflects poorly on Triple A as a company.I understand that mistakes can happen, but I believe it is essential for Triple A to take responsibility for the actions of its employees. Customer satisfaction should be a top priority, and instances of misconduct should be thoroughly investigated and appropriately addressed. I urge you to conduct a comprehensive review of your phone agents' training and supervision procedures to ensure that such incidents do not occur again in the future.Furthermore, I would appreciate it if you could provide me with a satisfactory resolution to the problems I have faced. I believe that a formal apology from the agents involved, along with proper training and disciplinary actions, would be a step in the right direction. Additionally, I would like assurance that measures are being taken to improve the overall customer ********************** experience at Triple A.I have always held Triple A in high regard, and it is disheartening to see such misconduct tarnishing the company's reputation. I trust that you will address this matter promptly and take the necessary steps to rectify the situation. Your prompt attention to this matter would be greatly appreciated.Thank you for your time and consideration.*********,[******* Black 3rd]

  Business Response

  Date: 01/03/2024

  **************, we are sincerely sorry for the experience you had with AAA. I see that you are in **********, you have commented on the BBB for North Carolina. While AAA is worldwide, it is broken up into territories. Unfortunately, I cannot help you in this area, you will need to file your complaint with the California AAA BBB.