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:08/28/2023

  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 12/21/22 my 19 year old son broke down on the side of a highway in VA around midnight. He called AAA for a tow and was told that it would be 4 to 6 hours before they could get someone to get his truck. He called me and I told him that I did not want him to stay on the side of the road until 4am to 6am because it wasn't safe. He called for a tow and they came within 30 minutes. I printed a reimbursement application on AAA's webisite and sent all documentation to the address listed on the form on 1/11/23. I waited a few months and contacted AAA on 5/18/23 since I had not heard from them to check the status of my request. They had no record of receiving anything from me. The lady I spoke with said the form online had an incorrect address on it and they could not change it or replace the form but she provided an email address for me to send my request and documents. On 6/2/23, I followed up to check the status of my request and was told they had not received an email from me so I emailed everything again. On 6/5/23, I spoke with a rep and explained that I had made several calls with a request for a call back but never received one. She told me I should receive a confirmation email stating they received it. I figured out my attached file was too large and it would not deliver. I sent 3 emails with 3 attachments and received confirmation they received it. I have made numerous phone calls - one time in queue for 45 minutes, another time in queue for 1 hour, another time for 1 and 1/2 hours in queue and today I have been in the queue for 1 hour. I have left messages for call backs, as well. However, to date I have NOT received a call back. I have been trying to get this reimbursement for 8 months now and I have given ACG/AAA every opportunity to get in touch with me during this time period but I cannot remain in a queue for hours to speak with someone. I am very disappointed. This issue should have been resolved before now. Not a happy AAA member now.

  Business Response

  Date: 08/31/2023

  We have attempted to reach ************** on 8/31 and 8/29 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.

  Business Response

  Date: 09/13/2023

  We have attempted to reach ************** on 9/13 and 9/12 via telephone/email but have been unable to reach him/her to advise that their reimbursement is being processed.  In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:08/28/2023

  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 JUNE 29th 2023, I called AAA to come tow my car to the tesla dealership because my 12v battery had died. Technichian came out and before towing he said he has towed many of teslas and can jump it. **** messing around trying to jump it and the frunk popped open he then proceeded to force the frunk up as it got stuck on the windshield wiper. A loud popping noise happened and he said oh I probably just fixed that haha as my sister (NC police captain) and I stand watch he tried to jump it but couldnt even find the 12v battery which is in the same place as all other cars. He then decided to close the frunk and since the windshield wiper has already been popped out of place he forced the frunk down on the windshield wiper also BENDING THE ****** Car still needed to get a new 12v though. Later on that day im driving and it starts raining, well guess what? My windshield wipers are completely broken and getting stuck on my windshield. I get back home and also notice my frunk now doesnt close properly and had dents and pain missing all along the top where it was forced down. Would you believe that it is August 28th, and i have had NO help. I have been emailing back and forth with someone who is supposed to be helping me. I have been getting the run around for 2 months. I was supposed to have heard back from management team 2 weeks ago on them paying for the 5 THOUSAND dollars in damaged their technician caused and then magically they went out of the office. Apparently if you want to speak to management themselves you cant???? Never heard of a bizarre rule like that. Sounds like a lie. Invoices showing the cost of repair have been sent, i had to pay out of pocket for the windshield wipers because they were moving so slow and it is a literal safety concern for me to drive around with *** working wipers. No urgency even on a safety concern, let alone causing a little less than 5k in damages. I want reimbursement and responses now.

  Business Response

  Date: 09/05/2023

  We spoke with Ms. ***************** style="font-size: 0.875rem;">via telephone, and we are working with our member to reach a resolution. 

  Customer Answer

  Date: 09/05/2023

   
  I am rejecting this response because:
  They called me on Wednesday last week and said they would send the owner of that AAA branch out to come look at my car and hopefully come to a resolution. We scheduled for Friday between 3-4pm.. he never called, never came, nothing. They havent reached out via email or phone since last week so im back I feel at **********, and will continue on the path to seek payment for my car. They clearly had no intent to actually come, it doesnt even make sense to schedule the appointment and say nothing at all??

• Initial Complaint

  Date:08/28/2023

  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.

  As the car didn't start, it was checked that the battery had run out of chemical and then it was towed and waited for two o'clock, they didn't try for the drawing, but while sitting and charging, they told him that there was no problem with the alternator, no problem. wouldn't start and then carbonized so called and decided we'd go to this AAA auto service and have it done so I could get a discount they took the level to $300 for two hours an experienced guy who knows how to put in an alternator The man doesn't even get an hour and the alternator is charged $405 which has been googled then the most expensive alternator is no more than 251 so a lot of money has been looted which is $150 more in the alternator and $150 in labor. Overtakes Total 301 overtakes

  Business Response

  Date: 08/28/2023

  Both the Facility and Assistant Manager have spoken with this customer and explained in excruciating detail the price for the part and labor, he came in declining diagnosing anything, and then was upset that he only got 10% off labor and demanded more of a discount because he "deserved" it. There is nothing else anyone can do for this customer. he just wants money back because he "feels" that the price is too high. 

   

  We consider this matter closed. 

• Initial Complaint

  Date:08/24/2023

  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.

  My car got stuck on the side of the road in ****** **, so I called AAA for roadside assistance. I submitted for assistance through the app and eventually got a call from a woman from AAA who stated they couldnt find someone local to come help me. She stated I would need to find someone myself and pay out of pocket, and after it was handled, I would need to submit to be reimbursed. I ended up having to pay $120 to the local tow truck and the truck took me to a hotel for $140. I had no choice but to do so in spite of having AAA. I submitted for reimbursement on July 11th, and the original email confirmation stated to wait 21 days. When I called to check on it after 21 days, an automated voice said that due to increased volumes, to wait 5-6 weeks to check on the status.It has now been over 6 weeks. Ive sat on the phone with the reimbursement phone line for hours trying to get a hold of anyone for an update. Ive been very patient. Id like my reimbursement immediately. I paid for AAA and ended up at the mercy of whatever the truck driver wanted me to pay, and whatever hotel he took me to.Note: I included my receipt and reimbursement confirmation form from July 11th.

  Business Response

  Date: 09/01/2023

  Thank you for sharing your concerns. We are currently investigating the matter and will follow up once a resolution is reached.

• Initial Complaint

  Date:08/22/2023

  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 on the way home from the beach on Saturday, 8/19/23 at around 1:20 pm (an hour and one-half away from home). I was in Duplin County on *********** Highway 11 miles from ******, **. I called AAA and was told someone would be on their way. I get another call 5 minutes later saying they wouldn't be coming. We wait an hour, call back and tell them it's my daughter, granddaughter (6 years old) and me sitting on the side of the highway in the middle of no where. They said they were escalating the call to urgent. Another hour goes by and nobody calls or comes. We call the Highway Patrol. He arrives about 45 minutes later and changes my tire. We were about 15 miles from home and I get a call from a guy who asked did we still need help (this was around 4:20 pm). I told him no. I then asked him when he received the call from AAA and he said it was about 10 minutes prior to him calling me. After I made it home, I called AAA and told them everything that happened and told them it was totally unacceptable. I have been a member with AAA for around 5 or 6 years.

  Business Response

  Date: 08/22/2023

  We spoke with ************** via telephone on 8/23. We apologized for the service delays/ service failure and have offered to provide an appeasement as an additional apology. ************** has refused that offer at this time. Should they change their mind, I have provided them with direct contact at AAA.

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because:

  What I heard was excuses.  I did have a second conversation with AAA and told her how upset I was about their service.  She said she understood and that she would be upset as well.  I told her they have a definite problem.

  I told her I looked at the reviews and they were all bad, not one good comment. I am not the only customer receiving this kind of inexcusable service. What they have now is not working, they need to make some major changes.  She did offer me a credit to see if that would help with the situation.  It was a credit of $20.00, no thank you.

  Thank you,

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

  
  

• Initial Complaint

  Date:08/21/2023

  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 *** for a flat tire at my home on Sunday July 30 at 1:40 PM, and I was told some was on the way. I called many times that day but recording said they were too busy to answer but tech was on the way. Finally at 9 PM I reached someone who said they didnt have anyone to respond to my call for help. The next day July 31 I called again 6:30 AM and someone came about 8 AM. Not a very professional tech , who seemed unhappy that he had to change my tire. I proceeded to ****** tire center where I was told by their tire service person that the spare tire was not tightened properly by *** tech. No one at the *** office in Apex was interested in helping me resolve this issue. I paid for a service that took 2 days to get service. I canceled my membership and I want a refund for extremely poor service and quality of service.

  Business Response

  Date: 08/28/2023

  We spoke with ************** on August 21st & 28th, 2023 via telephone and the matter was resolved.  

• Initial Complaint

  Date:08/18/2023

  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.

  08/16/2023, Amount paid ******. I went in for routine maintenance at the time I went in my air conditioner was working fine and now it does not work at all. I have not been able to use my truck because the temperatures are so hot in this area. I spoke with the manager who would not give me the number to his manager. I called the 800 number and got the number to his manager *********************** who would not give me the number to his liability department. Then I got the name for his manager ********************* and now there seems to be no way to reach anyone who wants to resolve this issue. At this point since I was given the run around I just want my money back. I should not have to pay for them to make me lose air conditioning. My receipt number is #*******. I have spent all day today and yesterday calling all over for anyone to resolve this. It should not be legal to operate and not have a chain of command for patrons to contact. Customer ********************** kept giving me the 800 number and it was usually disconnected.

  Business Response

  Date: 08/18/2023

  The area manager, ***********************, spoke to this customer yesterday morning. Per the notes in salesforce, customer feels that we should fix their ac system that isn't working but they would not let us diagnose the system to see what's wrong. We didn't touch their ac system when the vehicle was in our shop and until they have the ac system diagnosed, we have no idea if we are at fault or not. 
  
  The ac system must be diagnosed from a licensed repair facility to determine why the ac system isn't working. After the diagnosis if we were at fault, we will cover the repairs to the ac system. 
  
  Until they do this there isn't anything we can do. Once again, we offered to check the ac system for free for the customer and they refused. 

  Customer Answer

  Date: 08/22/2023

   
  I am rejecting this response because: Initially they told use that they did not do anything. We have had the vehicle checked by a licensed mechanic ********************* from ******************** phone number ************. He explained that the shredder valve was missing the cap and therefore the fluid was leaking out. We never had a problem with fluid leaking prior to 
  taking it to them. I cost us ****** and the Manager on ****** road was called by ********************* to let him know of this. I have provided you the name and number. 

  Business Response

  Date: 08/24/2023

  Customer had ac system checked after we *********************** their vehicle. It was found that the ********* Valve was loose in their ac system and is why the Freon leaked out. We could definitively say why the valve was loose, so we reimbursed the customer $280.00 for the charge to fix their ac system.

• Initial Complaint

  Date:08/14/2023

  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.

  Several days ago I loss my work van key.Used Internet and spoke with AAA by phone 4 times to place order for service to make key. I didn't get help or a phone call.If I must arrange and pay for help in a situation I don't need AAA

  Business Response

  Date: 08/22/2023

  We spoke with our member via phone on 08/22/23 and are working with him directly towards a resolution.

• Initial Complaint

  Date:08/10/2023

  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 called on July 18th to join triple a the cost of $55.50 and then adding a spouse was $19 total is $74.50. I called back on July 20th to cancel the membership and I was told 5 to 7 business days I never got the refund so I called my bank. My bank couldn't do anything about it so I called AAA back after 7 days they said it would be 10 to 15 business days from the 28th they waited a week to file my refund now they're telling me I won't get my money back till August 18th that's absolutely ridiculous I'm disabled on Social Security and I need my money for groceries

  Business Response

  Date: 08/15/2023

  Dear BBB,
  
  Thank you for the inquiry regarding the refund of *************************** AAA Membership ****************.
  ************************* joined AAA on 7/18/23 and paid $55.50 to join. On the same day she also paid $19.00 to add a family member to membership ****************.   On 8/11/23, ************* Group has issued two refunds to ************************* in the amounts of $55.50 and $19.00 per her cancellation requests on 7/28/23. 
  At this time,we consider this matter closed. 
  
  Sincerely,
  
  ACG Member Relations 

• Initial Complaint

  Date:08/09/2023

  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.

  Today we called AAA for roadside assistance at 615 a.m. My husband's tire ran over a piece of metal that took the tire off the rim. First estimated time of assistance for tow was 8 a.m. Driver didn't show up until 11 a.m. ****** wanted my husband to drive his Jeep on the rim onto his truck. My husband said no he wasn't going to drive it on to his truck. The driver got ****** off and LEFT HIM THERE STRANDED ON 285! Put in another call to AAA and was told it would be 11 PM before they could get to him. I called back and was old there was nothing they could do. Finally got a response that another driver would be there around 350 p.m. but my husband spoke to the driver at 423 p.m. and he was coming from the airport. AAA used to be excellent with customer ********************** and assisting drivers in need in a timely manner. Leaving someone on the side of a major interstate for over 11 hours is complete insanity!!!

  Business Response

  Date: 08/18/2023

  We have attempted to reach ************************* on August 16th and August 18th via telephone and email but have be unable to reach her to resolve. In the event they contact us we will resolve the matter directly with them.