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:09/26/2023

  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 May 10, 2022 I called *** Roadside assistance because I had a dead car battery. They sent a dispatch person to my home, he tested the battery and confirmed that I needed a new one and installed a new battery on this same date. On July 17, 2023 my car would barely start. I had a service appointment already scheduled with my mechanic, so I reported the issue to him. He tested my battery and confirmed that it was bad, and a replacement was needed. So I had him install a new battery. I contacted AAA Carolinas Customer ********************** and they told me I had 3 years left on the warranty for the *** battery and instructed me to submit a reimbursement claim for the remaining warranty. I submitted this claim online on the *** website on July 17, 2023. As of this date, September 26, 2023 I have received no update on this reimbursement claim. I have called *** numerous time, only to sit on hold for 45+ minutes each time and never got a live person to speak to. I left several messages to return my call when a representative was free, and still have not received a return call or any update from ***. I paid $181 for a 640 cold crank amps battery that the *** technician told me I should get an additional 2 years of battery life. This battery only lasted 14 months, and I want to be reimbursed for the remaining warranty.

  Business Response

  Date: 09/26/2023

  We spoke with ************ on 09/26/2023, via telephone and the matter was resolved.

• Initial Complaint

  Date:09/26/2023

  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 Monday, September 26th, at approximately11:00am, I called ***. I was told the car would be attended to at 1;55pm. I called after the appointed time and spoke with an agent; they referred me to the complaint procedure. I tried to access the *** website complaint and feedback page as per the conversation with the representative. There is an active firewall that prevents customers from accessing the site. The firewall involves a request for Zip Codes. I earn roughly 75hr and I have spent the last 5 hours trying to speak a representative from ***. What was once a safe, secure location has become increasingly precarious adding to my overall physical and mental disease. As a customer, *** has given me no recourse but to reach out to the BBB. Thank you again for your time and consideration.

  Business Response

  Date: 09/26/2023

  We have attempted to reach ******************** on September 26, 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:09/22/2023

  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.

  My AAA membership renews in Sept of each year and they have my credit card for auto renewal. This year, ******* had a promotion to pay for the base membership. Therefore, I was only supposed to pay for my husband and son. For some reason, AAA also sent me a physical bill so I sent them a check for $105.00. Therefore, they owe me a refund because they've been at least double paid and possibly triple paid. I called two weeks ago and two different women came on the call but neither helped - they said I would have to call back. So I called CLT ****** this morning and their automated loop does not get you to a person - and I got disconnected. This is ridiculous. I've been a member for almost 20 years-more if you count other states. Their in ****** people never help and now this. Give me my refund.

  Business Response

  Date: 09/26/2023

  Dear BBB,

  Thank you for the inquiry for **************************************** AAA Membership ****************.  ***************************** received a promotion from ******** to cover the cost of her AAA membership. ACG ************** Group) sent her a renewal statement for the cost of her two additional family members on her AAA Membership.  We are in receipt of her payment for $110.00 for her family members and ACG only accepts one promotion per membership for the household.  ACG has provided an explanation of this promotion to ***************************** and resolved her concerns about her AAA Membership renewal.  At this time, we consider this matter resolved.

  Sincerely,

  ACG Member Relations 

  Customer Answer

  Date: 09/26/2023

   
  I am rejecting this response because:

  Tammys response was super helpful.  However, the unknown is still what happened to the check I wrote.  ***** was able to confirm that the $110.00 was taken from our account.    But I had also mailed them a physical check for $105.00.   For auto-renewal, the customer is supposed to get a $5.00 discount.  Therefore, if total bill was $174.00, ******** paid $64, leaving a balance of $110.00.   They took $110 from our account- with no $5.00 for auto-renewal.     When they sent a physical bill, I sent them a physical check for $105.00.     All I know to do at this point is wait until that goes through and it will need to be refunded-  but getting to a live person at AAA who actually can help is next to impossible. 

  
  

  Business Response

  Date: 09/29/2023

  Dear BBB,

  Thank you once again for the inquiry on **************************************** AAA Membership ****************.  ************* Group attempted to reach ***************************** regarding her mailed in payment and the additional $5.00 refund.  At this time, the ********* Group is not in receipt of a mailed in check payment for $105.00.  However, if that payment is received, we will be happy to refund that payment.  We are also refunding the $5.00 for the auto-renewal promotion.  She may expect the $5.00 refund in the next 10 business days.  We consider this matter to be resolved.

  Sincerely,

  ACG Member Relations

• Initial Complaint

  Date:09/19/2023

  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 had someone bring their vehicle on my property via AAA. The rollback sunk and thus created huge ruts in my front yard requiring another truck to pull the rollback out. I notified AAA and they filed a damage claim with 15 pictures on March 15. I sent in a quote and a few days later I was told that another quote is needed since it was over $1000. I sent that quote in. I then repeatedly called to be bounced around at least 4 times. Many times my claim number couldn't be found. It seems all that they can do is put in a message for someone to call me. At no point in this whole process have I spoken to someone with authority to process this claim and move on. I have always been the one to follow through. One agent said, "Well, there is a note in here that they are waiting for a reputable company." After a few days and another call, ** sends me an email saying that the quote needs to be on official letterhead. I called a few times to get a definition on "reputable" and also to explain that most companies use QB which most of the time does not have the company logo on it. They asked for a third quote and I submitted it on official letterhead. August 10 I heard nothing and made another call. They said that it was not on letterhead and that I needed to submit a quote on letterhead. So I called the company and asked if they could send me the quote on letterhead and they obliged and I received the updated quote and submitted it through the generic email. I requested multiple times to have my case manager changed. I then get an email from someone new saying; "******************, Your estimates have been received and Towmark is in the process of processing the damage complaint for compensation, please allow **** business days to receive the check." This was on August 15. I waited three weeks and nothing arrived. I then replied three times to have nothing but a note made. I did everything asked and still nothing has been done. I left a voice message for ***************** on Sept. 15.

  Business Response

  Date: 09/28/2023

  ****************** refused to allow the service provider to come and inspect the damage, and the quotes he provided to complete repairs were from the company he owns, which is a conflict of interest. After further investigation into the complaint, ****************** also uses the property as a storage lot for boats, RV's and other equipment for paying customers. Due to the information provided by ****************** and inconclusive evidence, we are unable to move forward with this case. He has been contacted and made aware or our decision. 

• Initial Complaint

  Date:09/18/2023

  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.

  Date of transaction: September 15, 2023 Amount paid total: $297.75 ($137.75 paid for Towing Service and $164.00 AAA plus membership Fees)Nature of Dispute: I am an American ********************** member. My Car was unable to start and I am entitled for free towing services. I went for shopping and after reaching there my car did not start. I requested AAA to Tow my car to a car repair shop. I waited for more than 6 hours and there was no help. i spoke to two managers (They did not give their names, but they gave me ID numbers ***** and *****). They told me that towing guys will be coming soon and never came. It was getting dark and i told them i cant wait anymore for security reasons. I called "***************** company" and Towed my car myself and paid Money myself to them. Attached is the receipt. I am totally disaapointed and i would like to be reimbursed the amount I paid for ************** and the refund my AAA plus membersip fees. I do not want to be assiciated with AAA anymore. I would like to report this to Attorney general office as well. I appreciacite please resolve this issue ASAP and refund FULL amont ASAP.

  Business Response

  Date: 09/21/2023

  We spoke with **************** on 9/18/2023 and 9/20/2023 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising 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 battery for my vehicle on 12/7/20 which has a 3 year warranty. My battery died on 9/6/23, still under the warranty period. I contacted *** customer ********************** on that date and notified them that I needed assistance and that I had taken the battery to OReillys auto parts to see if it could just be charged, however, they informed me and I have a picture of the readout, stating bad cell and that the battery could not be charged, it was bad. The *** customer ********************** person instructed me to bring the battery back to my vehicle and inform the service tech of what the auto parts store concluded(knowing full well I had removed the battery), also informed me that the battery was still under the warranty. The tech arrived and stated that because I had removed my battery, I had voided the warranty on the battery and would not honor it, making me pay full price for a new one. No where on my warranty paperwork is this stated, nor did the man with customer ********************** inform me, and I am requesting a full refund for the new battery that should have been covered under the warranty.

  Business Response

  Date: 09/20/2023

  We spoke with ***************************** on 09/20/2023 via telephone and the matter was resolved to her satisfaction.
  

• Initial Complaint

  Date:09/14/2023

  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 had a flat tire yesterday in ********** **. I called at 1:00 pm and and I had text message that the technician would arrive at 1:53 pm. At 2:00 pm I hadi text that they were busy and would get back to me. They never texted me back. I called back three times and they never reached out to me. The nice people in the restaurant realized that they weren't coming. At 4:00 pm the nice lady in the restaurant called her husband and he came and changed my tire. I never received a call or text from the AAA technician. I finally called back when I got home at 6:30. I have been a customer since ****. 23 years of ********************** and you can't even call me to say find someone else to fix your flat tire. I'm so disappointed in your service. You have always been so dependable. Thank goodness for the nice people in **********

  Business Response

  Date: 09/20/2023

  We spoke to ************** on 9/20 via telephone and the matter was resolved to her satisfaction. 

• Initial Complaint

  Date:09/11/2023

  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.

  Our car was stolen and recovered. We paid the impound fees and wanted to use our AAA membership to then tow it back home. AAA refused ** service. Recovered cars at impound lots are not listed as an exception on their website but they told us they were "verbally informing us". We had to pay $125 out of pocket to another company (one that AAA uses actually) because AAA refused us service. We do not want to cancel AAA, we want the $125 we paid to the other company reimbursed to us.

  Business Response

  Date: 09/11/2023

  We spoke with **************** on 09/11/2023 via telephone and the matter was resolved to his satisfaction.

  Customer Answer

  Date: 09/11/2023

   
  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:09/01/2023

  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 signed up for their service through a mailer. It was $54 for a year, 100 % money back guarantee if you cancel by the end of the year and not used the service. I didnt use the service, I cancelled, I called to get that money back and they are denying it because of a policy change that happened 4 months after I signed up. They said they cant refund if you signed up online but only if you mailed it in. The flyer stated no stipulations on the way you signed up, it said online, phone or mail. I still have the mailer. I even sent it to an agents email. Then as far as my emails to the agent after she left me a voicemail stating why they couldnt give me my money back guarantee, she wont reply. Its not that much money but a business should honor their guarantee.

  Business Response

  Date: 09/06/2023

  Dear BBB,

  Thank you for the inquiry regarding the refund of ********************* AAA Membership.  The refund for ********************* has been approved and will be issued back to her as per her cancellation request.  We apologize for any confusion.

  At this time we consider this matter closed.

  Sincerely,

  ACG Member Relations 

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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 nature of this situation was unreliable, communication between dispatch and drivers were off. I blew a tire on July 24th on I95, I called at 12:50pm. I got rescheduled 5 different times and had to keep calling as they were not letting me know what was going on. From there they finally picked me up at 6:45pm. For a service I pay for, I should not be on the side of the road for more than 6 hours. I cancelled my membership and will never use Triple A again.

  Business Response

  Date: 09/06/2023

  We have attempted to reach ********************************* on 09/05/2023 and 09/06/2023 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.