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:08/04/2023

  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.

  Called AAA for tow at 4:46pm. Called 2 more times to find out where they were. The 3rd time they said they didn't have anything where I called for a tow. It is now 8:45pm and still no tow.

  Business Response

  Date: 08/11/2023

  We spoke with **************** on August 11, 2023, via telephone and we are working with our member to reach a resolution. 

  Customer Answer

  Date: 08/14/2023

   
  I am rejecting this response because: I have not received my reimbursement for my tow that I had to get myself. I also lost 6 hrs of work because of this.
  
  

  Business Response

  Date: 08/17/2023

  We spoke with **************** August 14th, 2023, via telephone and the matter was resolved. 

  Customer Answer

  Date: 08/18/2023

   
  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:08/01/2023

  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 ran into a ditch on Rich ******** ** yesterday at around ****. I had no cell service so had to walk to the nearest dwelling to ask to make a call to AAA, this was done by 5pm. On the borrowed cell phone I had a message saying the tow truck would arrive at **** so I returned to my vehicle. I had told the call taker I was a female age67 alone on a mountain road. At **** the cell phone owner kindly let me know he'd had a message saying it would be another 30 minutes, then another message at 7 saying they were searching for a technician .....when I tried to check on progress the phone tree at AAA kept throwing me out. Finally the very kind people who came to my assistance with the phone arranged a tow for me. There was no further message to either cell phone from AAA or any of its contractors. It is almost impossible to talk to an actual person at AAA even at the ********* HQ. I am disgusted that they left me totally stranded in a lonely and potentially dangerous spot, I pay for their service in case of that exact need !

  Business Response

  Date: 08/10/2023

  We spoke with ************* via telephone on 8/10. At this time, ************** is not eligible for a refund per *** policy. The *** membership policy states that if a member requests to cancel their membership, the membership will expire without renewal at the end of the current term, but no dues will be refunded. The terms and conditions of the membership can be found on page 4 of the membership guide.

  Customer Answer

  Date: 08/10/2023

   
  I am rejecting this response because: AAA has not accepted that they were in error leaving me alone on a mountain road expecting a tow truck when they apparently knew they did not have a local provider. They did not attempt to communicate with me to check on my safety or let me know that they did not have towtruck available. They have not apologised. It is ridiculous that they take money for a rescue service that they then fail to deliver and refuse to refund the fees I paid in expectation of that service.
  
  

  Business Response

  Date: 08/11/2023

  We did speak with ************** on 8/11/23 and during our conversation we did apologize for the service issues. We discussed the membership policy as well. At this time, we consider the matter closed. 

• Initial Complaint

  Date:07/31/2023

  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 7/22/23, I locked my keys in my vehicle. I called AAA to get a locksmith. An hour and a half later they still had not dispatched anyone to assist me. I was in a strip mall and it was late and it was in a scary part of town. I told the representative and she was rude (the second person I spoke with). Supposedly a supervisor was going to work on my case. After 2 1/2 hours, a policeman drove by and unlocked my vehicle even though the PD wasnt supposed to. I never received any call back or information after the incident. I would like an apology and for the call to not count towards my service limits.

  Business Response

  Date: 07/31/2023

  We spoke with **************** on July 31st, 2023, via telephone and the matter has been resolved. 

• Initial Complaint

  Date:07/31/2023

  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.

  July 28, 2023 my truck overheated at 10am. I pulled over to a safe location and called AAA for a tow truck at 10:20am. I submitted an online request an received a message back that they received the request. I received 2 robo calls over the next 2 hrs stating that their was a high volume of calls and that my request was in the queue. over the next 4hrs I called to inquire about the tow and received 2 more robo calls. Still waiting in 105 degree heat index now going on 5hrs. At 310pm received a message from renegade towing calling to update my AAA service request. Called them back left message for them and sent text, Never heard back from them. After 7hrs still no tow truck heat getting worse. I had to call a tow service myself and pay for it. called AAA to be reimbursed and call was passed around to different people and then disconnected. Nothing has been resolved yet. Was told could go online and submit request .

  Business Response

  Date: 07/31/2023

  We have attempted to reach ************************** on 07/31/2023 via telephone but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.   

• Initial Complaint

  Date:07/27/2023

  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 am a AAA Carolinas member and have been since 2013. I had to have my car towed on June 15 due to a dead battery and with my membership I have towing service. The car was towed from *************, ** to *******, **. I filed a claim online on June 15th for $150.00 and have not received my reimbursement. I have never, since 2013 filed a claim and still today (July 27, 2023) have not received my reimbursement. On Tuesday of this week I called to get status of my reimbursement and was on hold for 1 hour and 56 minutes. Last week I called and used the 'call back' option and no one ever called me back. While I realize $150.00 is not a lot of money, I fully expect to be reimbursed since that is part of my membership. My membership number is ******************* and is valid thru July 31, ****. I hope you can help me with this as it is becoming ridiculous. Many thanks - ************************* - ******************** ************.

  Business Response

  Date: 08/11/2023

  We have attempted to reach **************** on 8/10 and 8/11 via telephone but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.

• Initial Complaint

  Date:07/27/2023

  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.

  July 8,2023-9:00 AM Leaving ************, ****Called AAA for a jump on our vehicle.Gave ******* my info & received a link by text to enter it again.Initially, was told my membership couldn't be verified. I've been a member of AAA for 30 years.After successfully verifying my membership: received a voice message that due to excessive calls; there would be a delay.I found another service to jump my vehicle & didn't receive a follow-up call until 5:15pm when I was already at my next location-hundreds of miles from ************!What is the sense in paying $111.00 per year for the protection when the one time I need it; results in failure?

  Business Response

  Date: 07/27/2023

  We spoke with *************** on 07/27/2023 via telephone are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for ***************.

• Initial Complaint

  Date:07/24/2023

  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 Saturday July 22nd at approx 8:40pm I was traveling on I-40 and got a flat tire. I called AAA and was told someone would help, then they called back and said they didnt have anyone to help with the flat and to call someone else. I then called ****** roadside assistance (not knowing they too use AAA) they said they would send someone out. I then received a call from AAA saying that they were not going to send someone out because no one wants to tow my car 70miles. When I asked for them to at least tow it to a safer location they said they couldnt. I explained that I was from out of town, I was in desperate need of help, I called them because they are the experts, and no one helped me in any way. The series of calls lasted about 2 hours and I was left on the side of a highway to fend for myself when I have been paying for this service for years. It was a busy highway, it was dark, at this point it was after 10:30pm I was scared and in unfamiliar territory not knowing if I was going to make it home alive. They left me stranded on the interstate. I use AAA because I trusted that they were a reputable company that would offer roadside assistance but they did not. It is totally unacceptable for a business whose main purpose is to help motorist to leave a motorist stranded on an interstate like that

  Business Response

  Date: 07/28/2023

  We spoke with ************** on 07/28/2023 via telephone and the matter was resolved. 

• Initial Complaint

  Date:07/24/2023

  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 AAA to request assistance, in the form of a tow truck. They closed out that request without the tow truck ever coming. I have placed another request online, they closed it out. The tow truck also never came. I never received service. I had to call a separate company and they came before AAA ever came. I went online and filled out the reimbursement request, I called to verify that it was received, and it wasnt. Then I was shuffled around and transferred on the phone for hours, on multiple days, trying to get someone to help me properly file a reimbursement request. Its been over a month. And nothing has happened. *** left countless voicemails. I really dont see the point in having AAA if you cant use it and if you cant have trust that they will send someone in a timely fashion. It frustrates me to know that people are paying for the service and not getting the best customer **********************. Almost seems like AAA doesnt want to give me my money back. The incident was from 6/15/2023

  Business Response

  Date: 07/31/2023

  We have attempted to reach ******************************* on 07/31/2023 via telephone/email but have been unable to reach her to resolve the matter.  In the event they contact us, we will resolve the matter directly with them.     

  Customer Answer

  Date: 07/31/2023

   
  I am rejecting this response because:
   
  No they have not. I havent gotten a single email or voicemail with a contact number for someone directly, so I dont have to spend an hour on the phone getting transferred incorrectly over and over again, until I finally reached the correct department.. where no one can help me. So  telling me to try again when *** already tried for the last  month month and a half? Doesnt really seem like theyre trying to resolve the issue. Even if they did call, which they didnt, you dont just call whenever like people dont work or have school or anything else to do. Lets be serious and honest here. 

  I prefer email, and if they call, everyone knows that you leave a voicemail for things like this you dont just say you called with no proof. 

  Business Response

  Date: 08/25/2023

  We spoke with ****************** on 8/17 via email and the matter was resolved.

• Initial Complaint

  Date:07/21/2023

  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.

  Membership started on 7/21/23, AFTER explaining to ******* I'm starting the Membership b/c I need a tow. I asked plainly: can I use a tow today and will I be charged an additional fee for using a tow today. ******* replied "No, you can use your tow immediately and you won't be charged". I then tried to schedule a tow after starting my Membership and was informed by another rep that I have to wait 72 hours or pay an additional fee for a tow. *****, I explained that the previous rep told me otherwise and since she lied I want my Membership immediately canceled. Now I can't get in touch with any rep & have been on hold for 45 minutes.

  Business Response

  Date: 07/26/2023

  Thank you for posting your concerns. We would like to discuss this matter with you further. We've sent an email to the email address provided to confirm the best contact number and time for further discussion.

• Initial Complaint

  Date:07/18/2023

  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.

  I am a 2nd generation customer with my daughter also enrolled as a third generation member (i.e., with approx. 50+ yrs. as family members).However, I recently had a horrible experience with no satisfactory resolve, which is why I feel compelled to involve you.On 6/21, my daughter broke down in a dangerous spot.I called this in ~ 1:30 p.m. under my memb. #, and added my daughter back since she was with the car. I advised the steering was lost and mentioned perhaps a tie rod issue (but obviously could not say for sure).AAA advised they would be there within an hour or so, as I recall), so I made a special arrangement to switch with my daughter (who already had a stranger approach her, "freaking her out") to provide safety and comfort.I then spoke with ******** towing ~ 2:00 p.m. only to be told that a flat bed was needed instead (this should have been properly determined initially), and could not be there until 4 or 5 pm! They offered to call AAA who they said shouldn't have an issue finding another company so I did not have to wait that long, especially being in bad health and missing work. AAA, however, consequently advised this was not the case and that their system could not help find another company that could come earlier, leaving me utterly stuck. I was even forced to walk a long distance (min 1-2 miles round trip) just to find a restroom since the wait was so long.The police ended up coming ~ 4:30 and had me towed away. Another rep (supervisor?) later told me this never should have happened and that they actually COULD have found another company under the circumstances and that it was a training or communication breakdown. As added inconvenience, I have had to spend more time ******* ************* applying to get reimbursed, including follow-up calls/hold times to get compensated for this utterly unneccesary hardship and time/work lost, only to be offered $60! After 50 yrs, this is insulting & not right.

  Business Response

  Date: 07/18/2023

  We spoke with ************** on 07/18/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for **************.