Business Profile

Travel Agency

AAA Carolinas

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

285 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

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Submit a Complaint

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:11/06/2023
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 have been a member of AAA since ****. My car needs to be towed from *******, ** to **********, **. I placed a request for towing just before 4pm on 11/2/23 and the car is yet to be towed. In fact AAA called me just before 7pm this evening and said they have no one to tow the vehicle. I passed a tow truck on the way to get a rental car yesterday. I pay over $200 a year for AAA and for them not to provide their most basic service is inexcusable. I want them to tow my vehicle and reimburse me for the days my car sat waiting to be towed as my car was not in the shop getting worked on OR they can refund my membership if they are unable to provide their most basic service.
Business Response
Date: 11/10/2023
We have attempted to reach ********************** on 11/8/23 and 11/10/23 via telephone and 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.
Customer Answer
Date: 11/15/2023

I am rejecting this response because: I have attempted to return AAA calls without success of reaching the person who left a message.

Business Response
Date: 11/27/2023
We spoke with ********************** on 11/16/2023 AND 11/21/2023 and the matter was resolved.
Customer Answer
Date: 11/27/2023

I am rejecting this response because: *** not received reimbursement yet. Its evidently being processed. This is not resolved until Im reimbursed.

Business Response
Date: 11/28/2023
The reimbursement check for ********************** was mailed out on November 27, 2023. She will be receiving this check within the next few business days. At this time, we consider the matter closed.
Initial Complaint
Date:11/03/2023
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 is from my e-mail to *** today:On September 26, 2023 I was instructed to file the claim on the *** website and received confirmation as evidenced by page 3 of the attached. When I followed up on the claim on Monday, October 30, 2023 I was told to call ************. I called but no one ever picked up so I left a detailed voicemail. I followed up again today, November 2, 2023 and was told that my claim had not been received - despite the fact that I read the confirmation e-mail information to the agent. I was told to resubmit the form. I attempted to contact a person only to be given the run around as evidenced by the numerous names and phone numbers written along page 3. I was told by AAA Carolinas that I had to file a claim with **************** because that is where the claim originated. When I called to find out how to file the claim with ****************, they told me I had to file with AAA Carolinas.I filed the claim again today as evidenced by pages 1 and 2 and 5-7 and received confirmation for the submission of the claim through pages 5-7. I just want my $100 rightfully owed to me as I was unable to get *** assistance when I was stranded in ************ because I could never reach a real live person nor get through on the link.
Business Response
Date: 11/03/2023
We spoke with ****************************** on 11/03/2023 via telephone and the matter has been resolved.
Initial Complaint
Date:11/02/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 recently relocated from ********** to South Carolina. As part of the requirement for new car licensing, I needed car insurance in South Carolina. Because I have been a member in ********** for over 2 decades, I stayed with AAA Auto Insurance. I began service in March 2023. When moving I have had to cancel other insurances, including medical, house and such and do the same, transferring all accounts to companies in SC and periodically check charges to my bank. In August I noticed a charge from Universal Insurance, which I was not able to identify and unlike all other charges there was on my bank statements there was no phone number associated with this charge. Because I was unable to identify it, I put a block on these charges. I found out a few weeks later they belonged to AAA Auto Insurance company. When I explained I would reverse the block, they seemed, ok with that. So that is what I did. A few weeks later I was notified that I was being canceled. I called and spoke to *******. I told her what happened, and that I had 'fixed' it on my end, and that I was paid up now. She proceeded to tell me that now I had additional *** charges and that AAA would no longer be able to withdraw from my account; a policy on their end for ***. I told her there were sufficient funds at that time, but the issue was inability to identify the vendor or associate it with AAA Auto Insurance. I explained in **********, when I was charged I could clearly see monies went to AAA Auto but for this it was unidentifiable. I thought I might have had an erroneous, scammer stealing. I was taking action to prevent by blocking the account. ******** says I owe $122.20 for *** charges. However, to date for services rendered they were paid in full, except for the *** charges; I dispute. I called several times to ask for billing to work with me as loyal customer of 20 years. To date no one from billing has called to 'work this out'. They are trying to collect. I dispute the *** charges.
Business Response
Date: 11/09/2023
11/9/2023

File #: 20811616
Universal Insurance Company
NAIC: 12617
***************************************************************************

Re: ***************************

Dear ***********************:

Thank you for reaching out with regard to the concern that ********************** has brought to our attention.

After review of the policy and billing for policy AU39-100209134, we are certain the *** fee that was charged,is in fact due. ********************** contacted her bank to stop payment on the charge and therefore the payment returned to us as ***.

We hope that the above response will help in reaching a resolution for ***********************

Thank you,

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

Customer Answer
Date: 11/10/2023

I am rejecting this response because: no response was made.

I would like to continue this action by BBB for response.

If that is not possible, can you please advise?
Initial Complaint
Date:10/27/2023
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.
This is regarding the *** battery (installed sometimes in December 2020 with 3 years warranty) replacement for my ****** Rogue 2017 model. It is still under warranty.My car battery started giving trouble since 10/19/2023. I had to seek *** roadside assistance.I visited the *** car care center located at *************************************************************** asking for a battery replacement. They performed the battery test and said it is good so can't replace the battery. But as per the leading auto service providers (such as Battery Plus and Bulbs, NTB, ******** as well ********** in my surrounding area as well *** authorized roadside assistant representatives who assessed the battery health check with sophisticated device confirmed the ********************** deserves a REPLACEMENT. Please see the attachment (battery-test-results.pdf) that contains the details.Also, I visited near by auto service center to ensure "Battery Charging System" is also normal (report in the attachment).On Oct 25th , again I visited the *** office located above to share the details of test reports attested by the above mentioned leading auto service providers. They were NOT kind enough to accept it and oblige. Instead when I tried to convince them they said You are most welcome to go to the court! . As well they cant trust others device (including the one used by *** authorized roadside assistance team! One *** battery test against 6 others!!!) and hence can't replace the battery (the warranty of which is till the end of this year).Currently I am out of job since last 4 months and can't afford to spend money on the battery. My wife uses the car to go to part-time job to run the family (while still i am trying to get a job) and as a result present condition of the battery causing lot of inconvenience for us.I need the battery of my car to be replaced with a brand new battery with 3 years warranty. Since I lost faith in *** and can't trust them I am NOT open to any other options if offered by them.
Business Response
Date: 11/08/2023
We spoke with ******************** on 11/3 via telephone and the matter was resolved.
Initial Complaint
Date:10/24/2023
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 10/21/23, at 6:30 pm, I called AAA roadside assistance because I was having car trouble. The agent told me someone would call me when they were on the way. Four and a half hours later and I still hadn't received that call. So at 11:30 pm, I called AAA back. The agent said no one was coming to help me because no one was available. She also said I could leave my keys in the car, get a jumpstart in the morning but I had to get home the best way I could. Since I was parked in my sister's yard, I periodically started my car to make sure it still started. Then around 4 am, AAA called me to ask whether I wanted to cancel my roadside assistance request since no one was coming. I said, "No." She said I could call between 8;30-10am or around 7am the next morning to place another roadside assistance. Finally, around 7am the following morning, I slowly drove home, 30 miles away in ******, **. I needed to know whether AAA would even come where I lived because this was the first time I needed to call for roadside assistance since moving to rural ******, ** three years ago.Lastly, at 8:15 am that morning, I called AAA and requested a second roadside assistance. The driver arrived at 8:30am and serviced my car.I am a 65 year old senior who lives alone; who felt great confidence knowing I was AAA member with roadside assistance. I know longer feel this way and I don't know what I'm going to do about my AAA membership.Is AAA's promise to to go above and beyond, 24/7 for its customers a big lie. If it's not, AAA needs to first acknowledge I was treated horribly, provide better solutions and train it's staff for diversity sensitivity. Member account # *******************
Business Response
Date: 10/27/2023
We spoke with ****************** on October 27, 2023, via telephone and we are working with our member to reach a resolution.
Customer Answer
Date: 10/31/2023

I am rejecting this response because: I do not feel that your offer to waive my annual AAA membership is compensation for my shocking experience. Not being serviced when I called left a lasting fear of it happening again. I realize that unforeseen things happen but in this case the least the agent could have done was informed me that no one was coming.

Business Response
Date: 11/01/2023
We fully understand that fear of this happening again, and we truly apologize for the experience you had. We are working diligently to ensure this doesn't happen in the future.
Initial Complaint
Date:10/19/2023
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 10/17/2023 my husband, ************ were involved in a car accident in **. Afterwards, we thought our vehicle was drivable, but after being on the road for about 10 minutes, we realized it was not safe to drive. We pulled into a gas station & contacted AAA at approximately 7pm to request a tow truck to take us home, about 115 miles away in **. Based on the type of vehicle we have, we needed a flat bed tow truck. The first tow truck came at about 9:30pm with the wrong type of truck. We requested a 2nd truck, & was told it would arrive between 10:10pm & 10:40pm. After not hearing back, we contacted AAA at about 10:50pm & was told the 2nd truck had a flat *********** would have to find another truck. We were told a 3rd truck would arrive at about midnight. Then after midnight, we were told that no truck could be secured for us. They made an appointment for us for the next day & said we'd receive a call first thing in the morning. We had to sleep in the parking lot of the gas station we'd been in since 7pm. We received a call at 7:30am the next day to inform us that the 4th truck would arrive at about 8:30am, but then received an automated call shortly afterwards to say it would be closer to 10:45am. I called back to express my frustration (only one of many calls throughout the ************ & received another automated call that the new time of arrival was 10am, but I noticed that the company that was supposed to come was the first company that came the night before with the wrong type of truck. I called back to discuss my concerns about having another wrong truck come, & was told it would be looked into. Then I received another call stating a new company would be coming in 30 minutes, which they finally did. All in all, it took 14 hours from the time I called for a tow truck to finally arrive. Luckily I had family that lived 40 minutes away, so they made sure my children were taken care of. Written words can't convey how HORRIBLE this experience was.
Business Response
Date: 10/23/2023
We spoke with ************************* on 10/23/2023 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 10/23/2023

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:10/12/2023
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 08/07/2023 my car broke down and was towed by AAA to an AAA Shop where AAA "repaired" my vehicle. I told them before I left the shop something was wrong, but they drove it around the block, assured me it was fine, and sent me home. I barley made it home due to the car shaking and swerving from the damage. I have not been able to drive it since due to the damage incurred while towing and repairing my car, so I have no means of transportation (personal or public). After having my car checked, I fount that the front tires have flat spots that ruined the tires from being improperly towed I filed a damage claim, and they are not doing anything. The agent assigned to me has stopped responding. I have repeatedly called to speak with a manager, as it has been 2 months I have been without a vehicle, but they refuse to connect me. I am told that they will have a manger call me, but it has been over a month since I first requested a manger (I have requested one 5 times now) and no one has contacted me. I spent over an hour and a half on hold yesterday & was transferred to 4 different departments, all of which said they were the wrong department, only to be hung up on and repeat the process. These extended holds only to end with a "we'll have someone call you" or simply being hung up on are a repeated issue; I have called no less than 7 times and have not once been able to speak with anyone who can assist me. They sell tires but refuse to provide a quote for tires and the mounting services necessary, both of which should be provided by AAA.
Business Response
Date: 10/12/2023
****************** was contacted by ** on 9/8/2023 regarding her damage complaint, she did not respond so we left a contact number and email to get back in touch with us. She contacted us back on 10/3/2023 where we advised we would need her to obtain an estimate for repairs. On 10/5/2023 we called ****************** again with no answer, but we did speak to her mother and advised we would need an estimate for repairs to move the complaint along. All we have been sent were pictures of the alleged damage. We spoke to ****************** again today on 10/12/2023 and she still has not obtained an estimate for repairs. We would like to help ****************** resolve this complaint, but we would need her to get an estimate for the repairs on her 2 tires.
Initial Complaint
Date:10/11/2023
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.
I was provided very lousy service by AAA Carolinas when I required emergency roadside assistance. First time I had to cancel after 5 hours of wait. Two nights ago I waited 3.5 hours for emergency assistance. I called today to demand my membership money back and they basically laughed in my face. The manager (******) stated that although she admits I received abysmal service according to me, I received the service nonetheless. Because of that they would not refund my membership fee. She did offer me a discount off of next years services. I asked her why would she even THINK I would want to sign up for another year of lousy service?
Business Response
Date: 10/11/2023
We apologize about the service delay you experienced, and we are working on improving arrival times for our members. Unfortunately, we cannot reimburse your membership fees as you have already used 2 out of the 4 entitlements this year. We would be happy to offer a credit to your membership for the renewal.
Initial Complaint
Date:10/03/2023
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.
Member #: ******************* Complaint ID: **** Original Tow: 08/10 Damage Reported: 08/31 2023 ******** GLE 450 On 8/10, a tow was requested via AAA Carolinas. Row ****** Wrecker service was dispatched. I received a couple of messages from AAA indicating that they were delayed. When they arrived the ******** was hooked up from the front and pulled onto a flatbed. Once all parts arrived, D*** ************************* completed the repairs for the original issue with the exception of the alignment. The control arm damage was discovered. (See pictures below). On 8/30 they informed me that the control arm was damaged from the tow. The damaged control arm must be repaired before the alignment can be completed. They have advised that the car is not drivable at this time. The damage was reported to AAA on 8/31 Assigned to the person below who took 4 weeks to say they are not holding the wrecker service liable.*********************** Service Monitor, Automotive Services ************* Group ************************************************************* Phone: ************* *********************
Business Response
Date: 10/03/2023
Thank you for reaching out, after more communication with the independent towing provider, they are accepting responsibility for the damage and will be paying for repairs. We will be reaching out to **************** today and advising of the new information.
Initial Complaint
Date:09/29/2023
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.
Bought a used car. Had a AAA battery with 3 year warranty. Have original purchaser receipt and it states battery is transferable to a another AAA member. Could not get a AAA battery on a Saturday or Sunday over the weekend. Went to auto store had it tested and is bad. bought new battery. Submitted online forms and never receive a confirmation. Can never get thru to battery reimbursement department so far now it's been 20 days. Have sat on hold for hours. Tried several departments but keep getting to sent to same battery department and can't get thru to anyone. Left messages no calls
Business Response
Date: 09/29/2023
We have attempted to reach ************** on 09/29/2023 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.
Customer Answer
Date: 10/02/2023

I am rejecting this response because: still waiting for reimbursement check. Told it may take a few weeks

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AAA Carolinas is NOT a BBB Accredited Business.