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:05/13/2025

  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.

  WARNING! Do not purchase Homeowner's Insurance with AAA! Dont put your family at risk! I purchased AAA Homeowner's Insurance three weeks ago. Today, (June 9, 2025), I received a cancellation letter in the mail stating that my policy was being cancelled as of June 8, 2025. I didn't even receive their cancellation letter until the day after it was cancelled! (As we all know, it is almost impossible to find new insurance if you are currently uninsured.) *** gave me zero days to find a new insurance company before cancelling my policy! In the cancellation letter, *** stated the reasons for cancellation as: 1. Due to restricted dog breed. Since when is a Great Pyrenees a restricted dog breed? I told them I had a Great Pyrenees when I filled out the online form to receive a quote. I also told the agent that sold me the policy my dogs breed when she asked me what kind of dog I owned. Reason 2: The condition of the roof (worn, patched, and lifting shingles). I had a new roof put on three years ago; my roof is not in bad condition. I have also received horrible customer ********************** from the *** agent that sold me the policy. Afer gladly taking my money, she disappeared! She has not returned one of my texts or messages and she did not email me with the information and documents that she promised to email. Not to mention, she failed to call me, text me or email me to let me know my policy was being cancelled.

  Business Response

  Date: 05/14/2025

  Hello,

  This is from management. Please see below voice message left for the customer:    
  
  Your policy is not canceled yet.  The date on your notice is 6/8/2025 so your coverage for your homeowners will cease on that date.   In other words, you have until that date to find coverage.
  How can your policy be canceled after youve gone through a quote process / sale?  
  Insurance companies use inspectors that check the home for claims exposure / risk
  Decisions for cancelations are made by underwriters and not agents based on the totality of info gathered by the agent, inspectors, etc.  
  Often decisions are made based on multiple factors where one single issue may not be a dealbreaker.   In your example, you have both a restricted dog breed AND the inspector identified issues with your roof
  Insurance companies have 60 days to decide to cancel a policy or keep it.
  All this is heavily regulated by the *****, and we must adhere to these strict standards
  Finding coverage.   If your home has been declined / canceled or if you have a hard time finding an insurance company that will choose to write coverage on your home, there are options that are on the cancelation document for you.  One example is the ************************************** that is provided.  
  Mail received vs. cancelation date.  Unfortunately, the **** is not as reliable as it once was.  Most insurance companies use outside vendors to send mail as do we, so its very frustrating when mail is delayed or not delivered by ****.   That said, you received this letter in May, and the date of cancelation is June 8.  AAA is a company built on trust, respect, and safety.  Our members are the lifeblood of our organization.   I will research and address your comments directly with the agent of record as their manager.  

  Thank you for bringing this to my attention.  
  
  
  

• Initial Complaint

  Date:05/09/2025

  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.

  Had an issue with battery draining. Had AAA come out for a jump and they said I needed a new battery. I purchased the battery. Then the battery light came on. Had AAA come out two more times and they could not fix it. Put in a request for a refund on the battery and AAA never got back to me. Today I took the vehicle into the dealership. The problem was a loose battery clamp. This may very well have been the problem all along and I would like a refund. I called *** and they told me that they had closed the claim without notifying me and that there is nothing I can do about it.

  Business Response

  Date: 05/12/2025

  We spoke with Ms. ***** ******* on 05/12/2025 via telephone and the matter was resolved.
  

• Initial Complaint

  Date:04/28/2025

  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 upgraded to plus being I was told I had to pay $120.00 for towing the car 5 miles!!! I upgraded in AAA website and my AAA membership card shows I have plus. I spoke with ****** and someone at Cola towing stating they saw my membership plus and I would get a tow on Sunday 03/23/2025 at 9 am. Sunday come they are now telling me I have to wait until Monday or Tuesday! The purpose of the towing is so I dont get a fine by HOA due to car has gone down due to transmission issues. I have my receipt and nothing in there website states I have to wait 3 days for the membership To upgrade. When I enrolled it kept giving me issues and now this! Then try telling me the tow companies are closed this weekend and thats why I keep getting cancelled. After stating I spoke w/ ************ all weekend! This is very distasteful, negligent, and disappointing

  Business Response

  Date: 04/24/2025

  This person is in South Carolina. I'm in *****, **. This complaint did not originate out of my office. I have nothing to do with this.

   

  Thank you,

  **** *******

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

  Business Response

  Date: 05/01/2025

  We have attempted to reach Ms. ******** ****** on April 29th, 2025, and May 1st, 2025, via telephone and 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.

• Initial Complaint

  Date:04/08/2025

  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 locked my keys in my car at 7:00pm. on April 7, 2025. I was put in queue at 7:05. After 4 hours of texting and waiting for someone to be dispatched, I took an **** home. I have a disabled husband who cant drive nor be left for extended periods of time. However, regardless of the urgency I was experiencing, a 4+ hour wait is unacceptable at any level!!! Extremely poor service.

  Business Response

  Date: 04/09/2025

  We spoke with Mrs. ****** on 4/9/2025 via telephone and the matter was resolved.  

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:
  There was no accountability for the  4 hour+ wait time for the unlock nor appropriate CS responses to my text  inquiries. After a 2 hour wait, the resolution was, from three different representatives, would you like to schedule an appointment for tomorrow between 8:30 and 10:30?!  I CALLED THEM AFTER 4+ hours to tell them I had made other arrangements to get my spare key from home. Their response was, well we cant unlock your car if youre not there so the issue is resolved from our sideNo accountability! Public Awareness is where Im going with this. 

• Initial Complaint

  Date:04/04/2025

  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.

  Past *** member and asked *** to REMOVE me from ALL communications including email and ****. I sent an email to ************************ 1/31/2025. Still getting tons of AAA junk mail. As these letters have personal info, I have the shred them. II forwarded the same email again today. EMAIL ATTACHED!

  Business Response

  Date: 04/09/2025

  Mr. ***** was emailing his solicitation request to the incorrect ********* We have updated his request to be removed from solicitations. Please allow time for this to process as we cannot stop any mail that has already been sent, prior to today. 

  Customer Answer

  Date: 05/14/2025

   
  I am rejecting this response because:

  I've called, emailed and filed BBB complaints to get the junk mail to stop coming from AAA. Each time, I'm told it would stop... And it has not. Getting to the point of harassment as I have to shred all this mail that has personal info in it. My next step will be to start sending the postage paid envelope back empty or maybe a wrapped around a brick.

   

  *** *****

  
  

  Business Response

  Date: 05/20/2025

  Our processing team has removed Mr. ***** from receiving any mail from The Auto Club Group. If Mr. ***** has been a AAA member with any other AAA clubs outside of the Carolina's, we cannot respond for them, and he would need to contact those other clubs for assistance. 

  Customer Answer

  Date: 05/20/2025

   
  I am rejecting this response because:
  

  I have only been a member of AAA for the Carolinas. I've been told 2 other times that the junk mail would stop. Got more today. I've been trying for over a year to stop this mess, with no luck.

  I've called AAA

  I've emailed AAA

  I've tried BBB 3 times

  NOTHING CAN STOP AAA JUNK MAIL.

   

   

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  *** is running a flash sale on memberships. I purchased a new membership on 3/29/2025.I asked the associate about adding my adult son who resides in the home. My wife is also on the membership. I was told my son could use one of my services or he had to purchase his own. It could be a honest mistake but the add on ******** about the flash sale reads AAA membership Flash sale! Join and get 50% off, plus Add 2 family members free. I don't want any money back. I just want AAA to honor the ad .I want my wife's son ***** Andrews added to my membership as my 2 nd family member for free as the ad states. I called the ************** to buy my membership. Thanks

  Business Response

  Date: 04/02/2025

  Dear BBB, 

  Thank you for contacting *****************. Please forward this complaint to AAA Carolina for resolution.

   

  Thank you,

  AAA Member Experience 

  Business Response

  Date: 04/11/2025

  Re: *** Membership No.****************
  
  Dear BBB,
  
  We are currently reviewing the matter and will be in contact with the member soon.
  
  Kind regards,
  Member Relations

  Customer Answer

  Date: 04/11/2025

   
  I am rejecting this response because it is false advertising. I understand mistakes happen but I have attached a screenshot of what was advertised which had to be sent out on social media by *** to mislead the consumer. It is a yes or no situation. It is obvious what the ad states.I also haven't heard from ****They could also let the bbb know what the decision is in this situation. They may never contact **** will accept what they advertised but failure to not honor what they advertised will be forwarded to the attorney generals office. Thanks
  
  

  Business Response

  Date: 04/16/2025

  We spoke with Mr. ***** and the matter was resolved.

• Initial Complaint

  Date:02/25/2025

  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.

  aaa ****** creek received my vehicle in aug had die & friend had towed was told that the mechanic couldnt diagnose my vehicle until i purchased a new battery &delivered it to them even tho the battery i had in the vehicle i had purchased a week prior so without transportation to find time in my schedule to go return the one in my car at ********************** Or purchase theirs original store didn't have instock so wasted trip & had to purchase the new battery from ****************** so they could begin the diagnosis. 3 weeks in ********* and 700 deposit my partner then took care of the deposit and they complete the work came to1900+ my partner helping me had been arrested now struggling to aquire remainder a friend was willing to lend it and when i call am told was paid I arrive story changed they went back and forth then told me i should call tech whoson vacation i wait not available calls me back says deposit bounced&req. Cashonly my friend only option was cc isalot cash to pull now parked mnth+ , weeks pass i call beg manager 4solution he refused-cash only belittled me faulted me to shaming sayin Id just dispute charge wasnt who made deposit thats unfair trying to pay the full *** he argued and hung up couple weeks later finaly have cash told it was sent to be sold but could possibly save it but needed to call back when the manager would be in and when i called back he tells me actually that someone came in claiming to be the owner and repossesing the vehicle for default but my vehicle was ************************************************************************************************************************************************************** refuse to help get to the bottom called corporate trying to get some assistance and they wound up telling me basically cuz i didnt have the membership that they couldnt help me cuz the line was for members i feel robbed targeted and taken advantage of and now i have no car and theres nothin no one can do

  Business Response

  Date: 02/26/2025

  The car was repossessed. The dealer that sold him the car, showed me the title and said he had not paid in several months. ****** from 74 ***************************** **********************************************. Phone#************. The invite to pay that he paid AAA with was a fraudulent credit card and the charges were reversed-charged back to the store. I gave him the info where the car is now located. I called and talked to ****** today and he said he has tried to contact ******, and he will not respond. ****** still owes AAA for the full repair and the storage ******* plus storage of 18*****.....73 days plus ***** per day after today. He has not once offered any more money to get the vehicle back before the car was taken on 08/31/2024. All he has to do is call ******, pay the money he owes, and he will get his vehicle back.

  Customer Answer

  Date: 02/26/2025

   
  I am rejecting this response because:
  I've attached images and the paperwork from the PERSON I BOUGHT IT from at 12am in the parking lot of the salon I work at on camera too. So you *** are a complete liar you never told me any of that infact you told me guy had ponytale and gave me a number to ***** auto then said there was nothing else you could tell me I feel I don't even need to respond to much my images show I had nothing to do with a dealership or any one professional for that matter and your image of the title cant be made out anypart of it . So the vehicle is at ************************************* huh? Let see

  Business Response

  Date: 02/26/2025

  As you can see in the screenshot provided, the vehicle was reported stolen due to non-payment. The information provided in the last response still stands. 

  Customer Answer

  Date: 02/26/2025

   
  I am rejecting this response because: my being behind is irrelevant because the rest of your story has been proven to be fabricated as well as the person and company you claim picked it up and I can't seem to find this 74 auto your unprofessional and childish you know you did me wrong and from the looks of it you do this all the time to ppl the reviews don't lie when there is multiple scenarios and similar responses as your giving here . Your title and your explanation of what happen is false and I've uploaded enough to prove that the title and who had sold it to me and on the insurance don't match up the conversation I uploaded shows i bought it on ******** marketplace and in the middle of the night I also shared the invoice you sent me showing not me or who you released my car too you guys are running a p*** show and bad liars taking advantage of people but you *** have someone that's very smart and is about to expose what your really involved in I'd get my legal team involved but unfortunately you've shared enough that won't matter to much 
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Product 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.

  Good afternoon On or about 01/20/25 I contacted AAA for car issues. *** sent a gentleman from ****** Mobile. The car needed a battery. One was purchased and installed. I asked for a receipt and one was to be emailed. I received an email, but the attachment would not open. I forwarded the email to my daughter to see if she could open it. She could not. My daughter sent the email to her IT department and they cannot open it. In the meantime, my daughter responded to the email address listed: *********************** asking for a receipt to be mailed to me. A delivery receipt was requested and the email was successfully sent. My daughter has sent two emails and has not received a response. I need that receipt for my records. There are no numbers for ****** Mobile and I cannot find a way to get in touch with them.

  Business Response

  Date: 02/26/2025

  We spoke with Mrs. ****** on February 26th, 2025, via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 02/26/2025

   
  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:02/24/2025

  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 *** for 2 years now. I requested roadside assistance for the first time on 2/21/25. My car overheated on HWY 158 in ***********, **. I added coolant to no avail. My first phone call with *** was at 12:30pm. They took my information and said the tow truck driver would be reaching out to me with an estimated time of arrival. She stated that I must be with the car when they arrived. *** website indicated an ETA of 1:55pm. I waited. Around 2:30pm, the *** had been changed to 2:55pm. After several phone calls, the *** was changed to 5:25pm. When I called again at 6:00pm (crying at this point), they said it would be another 30 minutes. I waited on the side of the road for 6 hours for my "AAA Plus" service. I never made it to work. I'm 61 years old, and I waited in a cold car for 6 hours. It was dark by the time help arrived. It was quite upsetting. Is this acceptable?

  Business Response

  Date: 02/26/2025

  We spoke with Ms. ******** on 2/26/25 via telephone and the matter was resolved.

• Initial Complaint

  Date:02/15/2025

  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.

  On 1/16, I email my insurance agent, ***** ********* with AAA, to inform him that I was moving to another insurance company. This was well before my policies were to expire on 1/31. On 1/31, two charges were made to my account for both policies. I immediately called **** and left a voicemail. I then called the 800 for help and informed them of the situation and they contacted ****. I received a follow up message that day from someone I assumed to be his co-worker who indicated the policies were canceled. I called the 800 the next week when I did not see the charges reversed and was told that it would be two weeks before I would receive a check in the mail to cover the errant charge of $2703. I immediately emailed the co-worker to see if this could be addressed quicker and explained that I was leaving the country and was using that credit card where the charge was made and needed the charge removed. In the meantime, I filed a dispute with my credit card company because I was concerned about my inability to use my credit while on my trip. The co-worker called the next day and said she talked to accounting and they said as long as I didnt dispute the charges and that I state this on a recorded line then they would remove the charges. When I asked why, the co-worker stated something about that I might double paid. After I told her I had disputed it, I called my credit card company to cancel the dispute and they said it would take five days for me and AAA to receive a letter. I called the co-worker back so she could record the message. When the charges were remove, I assumed the issue was resolved. On 2/14, *** charged my credit again for the same amount. To be clear, these are for services I canceled with their agent in a timely manner and for services I am not receiving. I should not have to carry a balance on my credit card for two weeks while waiting to receive reimbursement. They have the capacity to reverse the charges immediately as their employee was at fault.

  Business Response

  Date: 02/24/2025

  Hello,

  Per the agent:
  
  Yes, I missed her email request to cancel. However, we did cancel both auto and home policies as not-taken and full credits were issued. She disputed the charges with her bank which has delayed and complicated the process. Shes been a very good insurance client. We have serviced her the best we could.
  
  Thank you,

  Customer Answer

  Date: 02/28/2025

   
  I am rejecting this response because: They admitted that the agent made the mistake and I was charged, yet the did not immediately reverse the charges when they were at fault.  They were going to let me wait to receive reimbursement by via check and allow the charges to stay on my credit card for an error they made.  Since I am not receiving any benefit from the insurance and it has expired, the charges need to be removed.  However, they continue to charge my credit card.  It needs to stop.