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:12/21/2023

  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.

  On 11/22/2023 I 'joined' AAA thru one of their online offers, was told benefits would start by 12/01/2023. On 12/12/2023 I had the most HORRIBLE experience with AAA that prompted buyers remorse. I called for ERS after work, approx 5:30ish pm; I needed a battery jump. I called several times for updates but to no avail/resolve. I was FINALLY contacted almost 4-hrs later, after waiting in the cold/dark, and was told that NO ONE was coming to help??!! And we could try again in the morning??! REALLY??!! I declined that offer and let '*****' know that was not acceptable. I ended up getting a LYFT home ($54) and using another service to tow my vehicle to my mechanic. At this rate AAA did NOT deliver what they 'promise' and I don't need them. I contacted member services to cancel and request a refund and they refused. I am a Senior, left in dark/cold and COULD NOT get the service they promised. I DO NOT need AAA, I DO NOT want AAA, I want my money back and this account closed IMMEDIATELY.

  Business Response

  Date: 01/03/2024

  We are sincerely sorry for the failure in receiving service from us. We attempted to reach you on 12/28/23, and will try to contact you again today or tomorrow. We want to resolve this matter with you,and regain your trust in our company. 

• Initial Complaint

  Date:12/06/2023

  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.

  I requested AAA roadside assistance at 1:48pm on today 12/5/2023 and was told that my AAA Roadside ETA would be 4:11pm. I received 2 calls last being at 3:08pm on status of my work order #********. At 5:05pm I spoke with ****** and was told it was non response from driver and she would need to contact **********************. I got off work using PTO and AAA is wasting my time. Time is valuable as I need to get my car towed to dealership for repairs Im highly disappointed

  Business Response

  Date: 12/07/2023

  We spoke with **************** on 12/6 via telephone and we are working with our member to reach a resolution.

• Initial Complaint

  Date:12/04/2023

  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.

  4/12/21 purchase/installed at my home AAA Battery by AAA tech. Battery came w/ 6 yr Warranty- included free on site replace within (36 mo. Battery failed to hold charge 10/17/23.(30mo.) Contact Road assist. 2 different days/2 different agents-same response 'onsite service no longer available; only solution was ride in tow truck to nearest AAA service , 19 mi./1/2 hr away. After tow truck left, & request AAA battery replaced by same, told i would have to pay for Interstate battery/installation/submit reimbursement OR arrange for another tow to *************** 40 minutes away & no knowledge of how long to wait for tow-i was stuck. Told other AAA has same exp. Paid $253.99 for my "free replacement" & . Submitted for full reimbursement and recvd check of only $162.92 I have not cashed. Called AAA 3x's hung up on 2x & 3rd told expect call back in 3-4 days. AAA Plus member since ****. Expect full reimbursement of $253.99

  Business Response

  Date: 12/05/2023

  We spoke with ***************** on 12/5 via telephone regarding his concerns with the *** Battery Warranty. During our telephone call, we discussed the *** battery exclusions and limitations listed on page 2 of the *** Battery Limited Reimbursement Form our member signed and submitted to *** for reimbursement consideration. Because the original *** battery failed while under warranty and battery service was not available at the time of breakdown, ****************** was issued a full refund on 11/17/23 for the original *** battery they purchased in 2021. We consider this matter closed. 

• Initial Complaint

  Date:11/30/2023

  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.

  On November 29 I purchased a membership from AAA Carolinas. I asked for services regarding a lockout. I was told that they were backed up, I called back 30 minutes later after hearing nothing from the company, I spoke with a very sarcastic representative, who told me that they were backed up. From that point I received two automated calls, saying they acknowledge my request, but no further information was given. I called back a third time, and got a representative who explained to me that they had no providers.I made an appointment for 8;30 the next morning for a provider and hung up with her. From that point, I placed another call to the company. Requesting to speak to a supervisor. During their conversation.I I felt as though she wasnt listening and had her mute button on during points of the contact. I said hello repeatedly. I told her I was irate because the first two representatives lied to me saying they were backed up when there indeed was no providers to to the service. The supervisor said that it was the same thing when indeed it is not and I told her so. She kept calling me maam and I told her to use my name. She said that she was sorry I was offended by her calling me Maam but the underlying tone to that was condescending. Then I was left on a long hold while she documented the situation, I am a brand new customer and this is my first time using this service and I do not appreciate the way I was treated.

  Business Response

  Date: 12/01/2023

  We spoke with **************** on November 30, 2023 via telephone and we are working with our member to reach a resolution.

• Initial Complaint

  Date:11/27/2023

  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.

  I have been a member of AAA since ****. I tried today to file a complaint with AAA Carolinas over this incident, spoke with no fewer than 10 people, none of which were willing to take my complaint. My complaint stems from a car breakdown yesterday afternoon (10/23/2023 Thanksgiving).At 1:10 PM my car showed it was overheating so I pulled into a service station and called AAA Carolinas (or so I thought). My call was routed through **************** (we moved here 13 years ago and I have repeatedly tried to change this with AAA to no avail.) Once the call was redirected, they took my details and said someone would be contacting me from the towing company. After about 20 minutes I received a text saying that they would be to me at 5:38 PM. This is Thanksgiving day and I am trying to meet friends for dinner in ******* by 3:00. I called and asked to see if this 5:38 PM could be moved up. They said they would check and get back to me. I subsequents received a text showing the same time. I waited 2 hours, periodically checking to see if anything had developed on the arrival time. Nothing had. I called at around 4 PM and asked again. I was put on hold and after waiting 10 minutes on hold, I hung up and dialed again.A pleasant man said he would again attempt to see when the tow truck would be arriving. I went on hold again and after 5 minutes he came back on lone and said he could get NO ANSWER from the towing company. He came up with 4 suggestions (had these been given to me originally, perhaps I would have taken different steps).1. I could leave my car UNLOCKED and hide the key inside. WHAT? Who would do that even at a gas station with a late model car?2. I could continue to wait and see if someone eventually came from to tow company who would not even answer their phone for AAA.3. AAA would attempt to find someone in the area who might come and tow my car. This suggestion coming after 4 hours of waiting on the first to company.4. I could call a local company and see if I could get a tow on my own.I chose the latter.

  Business Response

  Date: 11/27/2023

  We have attempted to reach *********************** on November 27, 2023, via telephone/email 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:11/20/2023

  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.

  I called AAA at 6:29pm because I had a flat tire. I received 2 calls from AAA roadside assistants about arrival times @7:15pm and 7:45pm (which would be a 2 1/2 hour wait). I called back around 9:38pm to find out why no one showed up. I was informed that they didn't have anyone to take the call and they were still working on it. Around 10:15pm I called back and they still couldn't provide me with information. My response to her was you telling me you are still working on sending a driver to my house (a man that is a stranger) and it's almost 11pm. The agent on the phone told me I could call back between 8:30am and 10:30am. I told her I was paying for a service that AAA was not providing me and I had to be to work at 7am. I asked to speak to someone else and I spoke with ****** #***** and his reasoning was there weren't any drivers in the area. That is ridiculous, unprofessional and not my problem you don't have staff. I want my money back because the service was not provided. AAA has made this an inconvenience because I will not make it to work on time and that means I am losing money twice in this ordeal at no fault of my own. You are advertising service 24/7 but at your convenience not the customer. I will not be renewing my ********************** with AAA I do not like dishonest people.

  Business Response

  Date: 11/20/2023

  We spoke with ********************************* on 11/20/2023 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:11/17/2023

  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.

  This issue has happened on more than one occasion!!!! On or around September 6, ************************************************************************* around 11pm. I was told that it could take about an hour. that hour turned into me calling them several times through the night inquiring about ETA and they kept saying I was next in line. The short of it is that 7am came after multiple calls and sitting in a car on the dark road ALL NIGHT ALONE, (and i'm a female having to eventually go to the nearest public place to feel safe, still less than 5mins from the car ) I called because NO ONE HAD COME OR CALLED. So at 7:30 they apologized and told me they would send someone out and he came within another hour and a half. AFTER I WAITED OVERNIGHT ALONE !!!SAME THING HAS JUST HAPPENED AGAIN. On November 16, 2023 @ 11:15pm My tire was flat and came off of the rim right in front of my house. Yes I am aware that it is considered a safe location. But i advised the dispatcher that I was headed out to work and needed to get there as soon as possible which she said that she would note. The **** call from AAA then told me it would be approx. 12:28am so I waited , then **** called at 12:36 stating the service was approx. 17 mins away. Somehow that turned into me calling AAA at 1:10 am to get an ETA. Then I called again at 2:50am and was told that there was a delay but that it should not take much longer because I was next in line for the stop. STILL NO HELP ARRIVED! I called again at 5:08am and the lady advised that I was deemed in a safe location and others were not and that someone is on their way. It is NOW 8:50AM NOVEMBER 17, 2023. AND STILL NO ONE HAS COME AND NO ONE HAS CALLED. NO ONE HAS PROVIDED ANY SERVICE SO MUCH AS A PHONE CALL TO REASSURE ME. I understand prioritizing calls by emergency status but we pay just like everyone else for these services and they should be provided contractually. This IS NOT RIGHT. I WOULD LIKE MY ACCT. CREDITED BACK FOR TWO MONTHS.

  Business Response

  Date: 11/21/2023

  We spoke with ****************** on November 21, 2023, via telephone and the matter was resolved.

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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 to inquire about billing statements I received. I was transferred to 4 different ***s and the last *** I spoke to was extremely rude and would not let me explain the issue I was experiencing. Long story short I was told on Nov.10.2023 that I only had to pay $134.00 to keep my membership active but upon reviewing my CC statement I was billed $169 in October 2023. I plainly have written correspondence stating I should only be billed $134.00 and was told that the *** I spoke with on Nov.10 was not and had never been an employee at AAA Carolina

  Business Response

  Date: 11/27/2023

  Dear BBB,
  
  Thank you for the inquiry regarding the refund of *********************** AAA Membership ****************.

  ********************** previously carried the Plus AAA Membership which is $134.00 per year.  The Premier AAA Membership with the discount for Autobill is $169.00 per year.   Last year ********************** upgraded to the Premier AAA Membership.  Therefore, upon renewal she was billed for the cost of the Premier Membership for $169.00. 
  

  The ********* Group has issued a refund to ******* English in the amount of $169.00 per her cancellation request.  Her current AAA Membership will expire on 11/30/2023.
  

  At this time,we consider this matter closed. 
  
  Sincerely,
  
  ACG Member Relations 

  Customer Answer

  Date: 11/27/2023

   
  I am rejecting this response because: I have yet to receive refund for $134.00
  
  

  Business Response

  Date: 11/30/2023

  Dear BBB,

  Thank you for the inquiry regarding the refund for ***********************

  ********************** purchased a gifted AAA Membership which is $134.00 per year.  ************* Group has spoken with *************************** in regards to the gifted AAA Membership and we have requested a refund in the amount of $134.00. 

  At this time,we consider this matter closed.

  Sincerely,
  
  ACG Member Relations 

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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.

  I received an invitation by mail to join AAA with 2nd membership added to my account. I do not see any discount code or coupon code on the letter. After I joined AAA in October 2023, I called back to add a 2nd member but I was informed that I was already a member and not a new member so in order to have a second member added, I have to pay for it. This is totally wrong and not true to its advertisement. I respectfully request that AAA allow me to add the 2nd member to my account as noted in the letter.

  Business Response

  Date: 11/09/2023

  Dear BBB,
  
  Thank you for the inquiry regarding ******************* AAA Membership ****************.

  The ********* Group (ACG) has spoken with Mr. ** on 11/9/2023 and will honor the promotion to add his son to his Membership.  A Membership card will be emailed to Mr. ** and a membership card should arrive in 10 business days to Mr. *** address on file with The ********* Group.

  At this time,we consider this matter closed. 
  
  Sincerely,
  
  ACG Member Relations

  
  

  Customer Answer

  Date: 11/10/2023

   
  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:11/06/2023

  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.

  11/4/23 6pm, attempted to use the 24/7 roadside assistance benefit for the first time in years. AAA of the Carolinas makes it difficult to call for assistance, but after navigating the initial gauntlet I spoke to a person and requested roadside service to jump start a dead battery. The representative said I would get a call from the service provider. I sat in my car alone for 1.5 hours, called AAA again to check on the status of roadside assistance - the status was still that AAA was looking for a service provider to assign. AAA rep confirmed no service had been initiated, no provider was assigned. She said she would put a note on the request and I would hear from someone shortly. I waited another hour before finding a way home and leaving my car. AAA called 14 hours later asking if I still need service. I will never do business with AAA again, so I requested a refund of my this year's annual membership fee (5 months old and no benefits used) and was told by three people that their system does not allow refunds period, customers have no recourse, nobody can authorize a refund. I had no illusion that customer safety or ********************** matters to AAA, but the notion that refunds are simply not done is unacceptable. The reason I was a member of AAA for many years was primarily for the security of having 24/7 roadside assistance. AAA not only failed to provide assistance, they did not follow up for 14 hours which is a safety issue. AAA 24/7 Roadside Assistance sells a feeling of safety for drivers, and they do not provide that service, or follow up to ensure a customer is safe, or notify that no local ********************** is available, or refund membership fees. I am likely not the only AAA customer stranded by the side of the road, alone, and depending on AAA as my backup safety plan. The cost to Uber home, while leaving my car in a not-great location overnight, was over half the annual cost of AAA.

  Business Response

  Date: 11/06/2023

  We spoke with ************** on November 6, 2023, via telephone and the matter was resolved. 

  Customer Answer

  Date: 11/08/2023

   
  I am rejecting this response because:  The call from AAA on Nov 6 was an attempt to retain my membership, not a call to address the issue of refusing to refund a membership for non-delivery of 24/7 roadside service.  I called AAA twice on a Saturday evening to request roadside assistance, a jumpstart, and was instructed to wait for a call from a local service provider.  No such call occurred.  AAA also did not notify me that there would be no service.  AAA system did indicate that no service happened, because 14 hours later, AAA called to ask if I wanted to initiate a new service request.  I said no, and asked for a refund of my membership fee for the current year.  Three people said there are no refunds. The person who called on Nov 6 to try to retain the membership did not address my request for a refund.  I still respectfully ask that my membership fee be refunded for the current year.  I have received no services under that membership.  AAA did not inquire whether I incurred additional expenses (an Uber was $30 that evening) due to the failure to provide the roadside assistance I paid for, and did not notify me that no assistance was coming or that I need to make other arrangements at my own expense.  Thank you.  
  

  Business Response

  Date: 11/09/2023

  We apologize for the failure to assist you when needed, we have completed your request to cancel the membership and a refund check will be sent in the mail.