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:07/18/2023

  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 June 14 my vehicle started having mechanical issues. I was able to get it home but did not feel I would be able to make it safely to a shop to have it repaired. I requested a tow from AAA. After 14 hours with no tow arranged I was told I could arrange my own tow and request reimbursement. I went to their website and submitted the reimbursement request electronically on June 15 and received email confirmation that my submission had been received. Last week, since it had been a month since my submission, I attempted to call to check on it. After a couple of calls I was finally able to get the number for reimbursement ***************). It automatically tells you to wait 3 weeks before checking on a reimbursement. Since it had been that long I continued to hold--for 30 minutes. Finally when prompted I left a voice mail message with all the specifics. I never heard anything. A couple of days later I called again and held for 45 minutes this time and left another VM message also noted I had left a VM message before. To date I have still not received a call or reimbursement. Obviously I'm extremely frustrated as I have carried AAA coverage for years and have hardly ever used it. When I needed it, they not only couldn't arrange a tow in a timely manner but have not reimbursed me for the tow I had to arrange and pay for myself.

• Initial Complaint

  Date:07/11/2023

  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 parked car was hit by a *** towing truck on 7/10/23 at 3:34pm. I have security footage of the incident . The driver hit my car, backed up and opened his door and then drove off. I have been calling *** all morning and getting the run around. *** keeps saying Towmark is the provider in my area and was driving the *** truck. I was instructed to call Towmark twice, but when you call Towmark the number routes you back to ***. Because of this issue not only is my car messed up but I lost out on wages as well yesterday because I was unable to go to work. I filed a police report and someone at *** admitted to the officer that there was a driver in my area. I would like to speak to someone at *** without getting the run around and being transferred between departments. I even had someone tell me they did not know how to help me because I am not a *** member. I hope that *** can make this right, if not I will be filing a lawsuit.

  Business Response

  Date: 07/13/2023

  We spoke with ******************************* on July 13, 2023 via telephone and we are working to resolve the matter directly with her.

• Initial Complaint

  Date:07/10/2023

  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.

  Called AAA Carolinas for roadside assistance requiring a tow at approximately 6:30 PM June 7. After repeated calls, excuses, apologies and being stranded beside the road for 9 hours someone finally arrived at 3:30 PM June 8. Every call was answered with a new estimate arrival time further in the future. Alone, broke down, beside the road in the wee hours of the night I find this level of service unacceptable and potentially a breach of service contract over what is promised when joining AAA.

  Business Response

  Date: 07/12/2023

  We have attempted to reach ******************** on July 12th, 2023, via telephone/email but have been unsuccessful to reach him to resolve the matter.  In the event they contact us, we will resolve the matter directly with them. 

• Initial Complaint

  Date:07/10/2023

  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 for service 7/8/23, for service at 1:18pm. They said a sriver would be here by 3:30pm. I then received 2 calls, 1 saying a driver would be there in 45 mins, and another saying the driver would be there in27 mins. At 3:30 pm I called to ask for an eta, and they told me it would be 4:44pm. At 440pm I called and ask for an update, and the lady told me that the tow had not been scheduled, and there was a high volume of calls that it would be 9:44pm. I the revived 2 calls telling me updates, before calling them back at 8:48pm when I was hung up on At this point it was too late for the tow. So I called the next morning at 8:08 to reschedule, and received a text message saying the driver would be there at 9:09. So I called them at 9:09, and they told me that no one had accepted the tow, and they would call me with information when some accepted the tow. At 9:20pm I was texted that someone would be here at 10:58am. So all in all it has been over 12 hour of waiting, whilst clearly being lied to. This however is not my only issue with AAA. Back in January I was on the side of the road in a non running car on a 20 degree day for 9 hours. I85 just outside of *******. AAA used to be a good company, but now its just horrible.also I have more evidence and can provide if requested.

  Business Response

  Date: 07/18/2023

  We have attempted to reach ********************** on 07/17/2023 & 07/18/2023 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:07/07/2023

  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.

  A detailed description of my issue with AAA (CASE # ********) is listed below in the Explanation Section of Desired Settlement. Apologies for repeating information--I initially missed this section. My issue wit AAA is that I submitted a legitimate claim for a battery that I purchased through AAA from *****************************, the only AAA service provider in my area. When the battery failed and needed to be replaced during the warranty period, I contacted ********* for the free replacement. ********* informed me that they no longer carry a battery for my older car--a 2009 Pontiac. I let AAA know about this was advised by AAA to purchase a battery and have it installed at the place of my choice and to then submit a claim for reimbursement. I asked if there was a limit to the amount allowed for reimbursement, in case I needed to price check before purchasing, and was informed that there was no "limit" listed, which I assume is because there's not much variation in battery costs. As it turned out, my car needed repairs beyond the battery, so I used one of my allowed AAA tows to have the car delivered to my mechanic, who repaired the car and also replaced the battery. The total cost for the battery and installation was $298.48. I submitted my claim on Apr 30, 2023. In a follow-up call on June 1, I spoke with ****** in Member Resolutions. At her request, and since she could find no movement on the claim, I resubmitted all documents for reimbursement directly to her by email. She was to forward the information to the claims processor ****** and his supervisor, and she confirmed by email that this had been done. As of Jul 6, I have not heard from AAA or received a claim payment. I tried to call ****** on Jul 6, but she could not be reached. I finally spoke with *****, a Supervisor in Emergency Roadside Assistance, who said she would ask ****** to call me and who also formally noted my complaint, What I want is payment of my claim in the amount of $298.48 without further delay.

  Business Response

  Date: 07/11/2023

  We spoke with **************** on 7/11/2023 via telephone and we are working with our member to reach a resolution.

• Initial Complaint

  Date:07/06/2023

  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.

  I called AAA for roadside services and after several hours I was told they do not have any service in my area. How can they sell me a product for service when they cannot even provide the necessary service. This is a bait and switch tactic.I want a full refund for all of my membership since I joined in 2021.

  Business Response

  Date: 07/06/2023

  We spoke with **************** on 6th of July 2023 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  Date:07/06/2023

  Type:Order 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.

  Case#********. May 5, 2023, AAA subcontractor, ************, Llc (**** -Owner) responded to a request to tow our ********* At the destination, the driver failed to unhook the chain prior to lowering the vehicle from the flatbed, and damaged the front/lower bumper and grill of the vehicle. The driver, when presented with repair estimate, retracted his initial offer to pay for restoration out of pocket. Contacted AAA 5/12/23 to file a damage claim. Submitted pictures & an estimate prepared by a local shop owner. Service monitor, ***********************, determined ************ to be at fault, arranged for AAA's field manager to review damage, and requested an additional estimate. I submitted a MB parts only estimate, to accompany ***********, parts & labor estimate. Jointly, documents were considered unacceptable. Submitted a formatted, inclusive, itemized estimate #2. July 5th-60 days later, still awaiting final decision on this case. I have gone through great lengths to communicate with decision makers in this situation. When asked, ******************, informed she was unable to connect me with or loop in management personnel, instead she assured someone at the ***** member service number will assist me with contact information for her manager and/or ***************************, Ops Director who is making decisions. Needless to say, a waste of my time. It is clear, AAA management uses frontline service personnel to disconnect from its customer base. 30+ emails, ***** inbound calls, one or two 'supposed' escalades...yet no engagement from management. It is symbolic of AAA's 1.2/5 star customer rating. **************** handling thus far has left me feeling tyrannized, and his actions domineering. Ultimately, where I get my automobile repaired, is my choice and not **** or ************. Unfortunately, ****************** is the only representative in this vast auto club with whom I have been able to speak, and with great difficulty at times. Where is AAA Consumer Relations in this situation???

  Business Response

  Date: 07/10/2023

  We spoke with ************ on 7/7/23 via telephone and the matter was resolved.

  Customer Answer

  Date: 07/13/2023

   
  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:07/03/2023

  Type:Customer Service 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 Sunday July 2 I sent a request through the website at 6:52 am for a tire change due to a flat. I was on the way to work where I work as a counselor at a in patient rehab. I never received service and a feedback survey was sent, after never receiving service (3 hours wait time). I called the hot line and was told that someone was "working on my request right now" and would get with me ASAP. After waiting another hour no calls or updates to my tire change. At this time it's too late for me to go to work, I have now been waiting 5 hours so I call the *************************************************************************************** out further. I would like the call reviewed. She needs training in handling customers who have been waiting 5 hours in a stressful situation. She raised her and voice at me and was extremely unpleasant, causing me further stress.I am not only a AAA member I am a AAA life insurance holder. I am a long standing customer who JUST renewed and am furious with this level of service. I am considering not only taking my service but making this experience public on my social media accounts. I would like this resolved. I have now been waiting 5.5 hours and no communication or tire change. This is dangerous and unacceptable for a single female ( who has a small daughter). ****************************************

  Business Response

  Date: 07/10/2023

  We spoke with **************** on 10th of July 2023 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:06/29/2023

  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.

  Our original AAA is from CT and we've moved to SC June 2022 Exp Jul 2023. One Friday evening in April 2023 my motorcycle broke down. I called AAA for a tow and waited approximately 2.5 hours and no tow truck arrived. I called back 3 times noting the promise that the truck would show up but finally on the fourth call their customer ********************** admitted that the tow truck did not have straps needed to tow my motorcycle and they would not be coming to tow my motorcycle that evening. I requested a second tow truck for Saturday at 8:00 AM from my home address to a motorcycle shop approximately 10 miles from my home. By 1:00 PM AAA told me I would have to wait 3 - 4 hours before I could get towed to the motorcycle shop which means, the shop would be closed by the time the tow truck came I canceled the tow request. I made a telephone complaint to AAA in April and May and no one ever returned my call to resolve this issue. I would like to have a refund for RV services that apparently AAA will not provide. My neighbors have told me they have the same issues with AAA and they did receive a refund for RV services.

  Business Response

  Date: 07/06/2023

  We spoke with Mr. *************************** on July 06, 2023 via telephone and  we are working to resolve the matter directly with the member.

• Initial Complaint

  Date:06/26/2023

  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 6/24/23 at 5:11 pm I contacted AAA for a tow. I have a plus membership (member# *******************) which entitles me to a free tow within 100 miles. I was advised the service truck would arrive at approximately 6:18 pm. At 6:40 pm the tow truck had not arrived so I went on the mobile app and was advised I had no open requests so I made another and was advised the service truck would arrive at 8:41 pm. After several more calls to AAA I could not get a definitive on when, or if a tow truck would be coming. I even asked if another vendor could be dispatched and was told they could not answer that question. I ended up contacting a tow company on my own and he arrived 38 minutes later

  Business Response

  Date: 07/01/2023

  We've been unsuccessful in our attempts to contact with **************** to discuss the resolution; however, we consider this matter resolved.

  Customer Answer

  Date: 07/03/2023

   
  I am rejecting this response because:
  They have not tried to contact me by phone or email 

  Business Response

  Date: 07/06/2023

  We have attempted to reach **************** on 06/29 and 07/06 via telephone/email but have been unable to reach him to discuss the resolution of this matter. However, the resolution has been outlined in an email sent directly to our member. If any further concerns are to arise we will work with the member directly toward an amicable solution

  Customer Answer

  Date: 07/07/2023

   
  I am rejecting this response because:
  I have not received any response from AAA. No emails or calls 

  Business Response

  Date: 07/07/2023

  **************** has spoken with our Member ******************** during this discussion the resolution was discussed, and we consider this matter closed.