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:05/25/2023

  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 Saturday may 13 at 6:13 am i placed a call for a tow. I was at exit 88 on interstate 85. I placed many additional calls looking for an update on when my help would arrive. Around 11:30 i called yet again and got a very response that I had already received a couple times before. That they evaluated my call and that i would receive a call back shortly. A call that never happened by the way. My call at 11:30 i told the person i was talking to that I wasnt waiting by the truck any longer. That this was ridiculous that I was still on the side of the road. Keep in mind i still didnt have a time frame when my tow was coming. I was told i needed to leave the key somewhere for the driver. So i did and got a ride back to my house. I returned a short time later to wait for the tow. I eventually had to choice but to call someone else to tow this truck. I did receive a text at 6:24 pm to tell me that my aaa technician was on his way. Some 12 and a half hours later. Now this has happened to me before as a place a service call and i was only a could of miles for my house. And a very similar situation happened.. this time i had only waited a few hours before giving up. The service that is provided or lack of is really uncalled for. I believe that i have the best plan offered as i also have a motorcycle and was told this is what i needed to receive a tow.My account number is **************** Premier RV I believe that this is ****** a year with 200 miles of towing included. So a 40 mile tow really shouldnt be an issue. I did receive a voucher for a ***** discount on a renewal. A small price to try and satisfy an very unhappy customer in my opinion. The only reason that I havent contacted them corporate headquarters is that I dont know who to reach out to. I dont think that aaa of ** shouldnt even be in business if this is the way customers are treated. I have asked a could of times for a complete refund and an email to headquarters to express my concerns with no response.

  Business Response

  Date: 05/26/2023

  Thank you for submitting your complaint. This complaint is currently under review by the Member Relations Team. Once the review is complete, we will contact you directly to advise of the resolution. Thank you for your patience as we dutifully review every aspect of your complaint.

• Initial Complaint

  Date:05/25/2023

  Type:Order 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 pay AAA every year and when I need services its unavailable. I waited over 3 hrs for roadside assistance, a requested supervisor never got on the phone. Then I was told three times pay for roadside assistance and then AAA will reimburse me! What am I paying for yearly?

  Business Response

  Date: 05/31/2023

  We spoke with Ms. **************;on 05/26/2023 via telephone and the matter was resolved.

  Customer Answer

  Date: 05/31/2023

   
  I am rejecting this response because: whomever they sent to contact me, made matters worse. I have no intentions on renewing my membershipand I already paid for the year. The selected the wrong person to contact me 
  
  

  Business Response

  Date: 06/01/2023

  We spoke with ********************** on 06/01/2023 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:05/22/2023

  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 May 11th, 2023 *** came to my house and said my car battery was dead and I needed a new battery. Unfortunately, the *** serviceman said he did not have the required car battery on his truck, and said he would bring me the battery Friday or Sunday, and he asked me to call *** for him to come out to put in a new car battery, which I did. And two more times he came out after my service call with NO CAR BATTERY!Please note: This happened AFTER I had made calls to *** and instructed the agent to make sure that a service person ONLY come to my house WITH A BATTERY, and they assured me they would put this in their notes and the service man would be told not to come to my house without a battery.And I repeat, on two more occasions the same *** service came to my house, who initially told me my battery was dead, WITHOUT a car battery. And I asked him to leave so I would not have these service calls deducted from my four services calls ONLY per year, I NEVER received a car battery after having spent many hours on the phone with *** for two days. And I was put on hold and waiting for service for many hours listening to a pre-recorded message that there were many customers to be served and they would get to me The *** service man said *** was a very poorly run company and that he was not surprised the agents did not give him the information to come to my house ONLY if he had a battery. And he came TWICE! A total of three times. The stress and inconvenience this has caused me is so unfortunate. Please let the *** know of the mishandling of their promised services. To leave a 69- year-old customer stranded without a car for many days when she lives out in the country, alone, is a big disservice and very regrettable.I look forward to hearing from you.*********,*************************

  Business Response

  Date: 05/23/2023

  We spoke to ***************** on May 23, 2023 via telephone and this matter has been resolved.

  Customer Answer

  Date: 05/24/2023

   
  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 as long as the representative keeps true to her word that the two service callswhere the *** serviceman did not bring the car battery and was a total waste of time because he already came out once and said the car batter was dead and he would bring a new car battery and he did notwere taken off my account.

  And the *** representative said I have 3 more service calls left. 

  I had just signed up with *** on May 10th and had 4 service calls per year.

   The representative, *******, was very kind and professional and I hope she got this all corrected in my *** account so there will be no more problems.

   

  
  Thank you. 

  
  

• Initial Complaint

  Date:05/18/2023

  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 1/28/23 I contacted AAA Carolinas roadside service for assistance with a flat tire. I was out of town. Received a text saying they would send someone out. After 1 hour no response. Called back confirmed AAA was using my landline number instead of cell number. The request was resent. Did not receive a response from anyone. On 1/29 called again. This time someone came out to change the tire. During the process of changing the tire he broke the tire stem and nut. The guy told me it was an easy fix. Go to an auto store and buy the part. It would be easy to put on. A friend advised me to contact AAA and file a complaint. I did file the complaint and glad I did because it is not an easy fix. The Rep I spoke to said it had happened before. On 1/31 I received an email from ***************** requesting information about the incident (pictures, videos, receipts, invoices, etc.). The email stated it may take up to 21 business days for them to investigate and there was no guarantee I would be reimbursed if I went ahead and got the car fixed. On 2/10 I emailed the requested information. On 2/15 I emailed to make sure I had submitted on the required information. Received no response. On 3/28 requested update since it past the 21 business days. No response. Called AAA phone#s until reached a rep, told they would make a note on my account. April 4 recvd email for mailing address. Replied with address and requested the amount of the check. On April 5 recvd email with $214.05 as the amount. The estimates ranged from something like $190 to $350 On April 22 sent email requesting information on how long it would take for the check to be sent. As of today May 17, I have received no response. Now I'm not sure if the estimates are valid and if the price has increased. I just want to get this resolved so I can get the tire fixed and feel comfortable driving again. Whatever help you can give will be appreciated. I don't know where else to turn for help. Thank you. Case#********

  Business Response

  Date: 05/18/2023

  We spoke with ****************** on 5/18/23 via telephone and the matter was resolved.

  Customer Answer

  Date: 05/23/2023

   
  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. 

   

  I received the check today.

  Thank you. 

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  4/17/2023 First called put which all calls are recorded For lock out, battery, jump as well 4:18 2023 same service request as well

  Business Response

  Date: 05/16/2023

  We have attempted to reach ***************** on May 16th, 2023, via telephone/email but have been unable to reach her to resolve the matter.  in the even they contact us, we will resolve the matter directly with them. 

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because:
  No one ever reach out to me.I requested  this service 2 times and followed  up I didnt have a service # for the first call allegedly the phone call was recorded within 2?days just keep stating its a wait is unacceptable. Im a senior disable citizen and expect them handle my service request in a timely manner 

  Business Response

  Date: 05/23/2023

  Thank you for submitting your complaint. This complaint is currently under review by the Member Relations Team. Once the review is complete, we will contact you directly to advise of the resolution. Thank you for your patience as we dutifully review every aspect of your complaint.

  Customer Answer

  Date: 05/23/2023

   
  I am rejecting this response because:Tuesday May23
  I had the same issue today . 7amNo one showed up to assist at all.Im filing a complaint . This is disgusting never experienced this disregard in **. I called and confirm .time for 8:45am
  Being I had bad experience I confirmed later that no one is available to serve this area.In? I spoke to *******  ******* both supervisors of my multiple issues. because its a poor town.I want a complete a complete refund and too contract withother towing companies like city towing etc

  Business Response

  Date: 05/24/2023

  **************** spoke with our Member ******************** on 5/23/23.  She was offered, and accepted, a $50 membership voucher. A letter is also being mailed to **************** for documentation regarding this appeasement. At this time, we consider this matter closed.

• Initial Complaint

  Date:05/12/2023

  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.

  At approximately 6:30pm on 5/11/23, I called to get my car towed. I provided the address where I was located, also 'pinned' the location and confirmed with the person that I was at ************************************************************************** and was told it would be an hour and a half. I waited and two hours later called to check on the *** and the agent said that they had the location as *********************************************, not the location that I had confirmed where I was with my car needing towed. So, after wasting 2 hours, they updated to the address I told them at 6:30pm and then waited again..... After another 30 minutes, I called and made arrangements through ***** who then connected with AAA and they were sending a person in the next 30 minutes. That person never arrived and now, 4 hours later and I called AAA again and they created a new ticket and have been told it would be another hour and a half. Before I was able to provide more information or let the agent know that I had already been waiting 4 hours the agent said the ticket was entered and hung up the phone. There was no customer opportunity to provide any additional information. The business practice and illusion of providing a service, not to mention that AAA falsely seems interested in a person's safety while they will wait in the dark, close to midnight, in a remote location for what will be 5 1/2 hours before FINALLY get towed - this is poor business and promotes false claims of providing customer **********************. Completely unacceptable and I feel the public has a right to know that when the services of AAA are called upon as the company claims are available, the service is not provided and if ever provided, it is provided outside the parameters of reasonable care with their customers.

  Business Response

  Date: 05/17/2023

  We have attempted to reach ************** on 5/15 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.

• Initial Complaint

  Date:05/04/2023

  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.

  We purchased airline tickets through AAA. The flight was canceled. The airline will not refund ** for the flight because we purchased through a third party. The airline states that only AAA can refund ** for the flight that was canceled. AAA is not responding to our attempts to resolve this issue and has refused to issue a refund.

  Business Response

  Date: 05/10/2023

  Thank you for contacting AAA Travel Agency and making us aware of your situation. We are currently investigating this matter and will respond to you just as soon as we have more information. 

• Initial Complaint

  Date:04/28/2023

  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.

  4/21/23 I broke down at ********, called AAA at 3pm for a tow home to Franklinton. Was told it would be about hour. Waited and getting calls from AAA tow was on way and arrive shortly that passed. Saw a truck go by named ******, didnt stop. I called them back for them to tell me driver said tried calling me and I didnt answer, he never called and told them that. So they were sending someone else take another hour+ Again calls to my phone when they should arrive and driver would contact me, time came I called back and told they would contact driver to find the hold up, so they said it would be longer. Another after that was other driver that we had been waiting on didnt want to do the tow. the next time was someone on AAA end cancelled my tow and said that I did. Finally a tow driver the next few calls I made came at 8:45 pm that night. and let us know all 3 couldnt ride so I had to find a ride home for all of at 845pm. If had been earlier that *** have been easier. Not about to leave my kids there. This driver I was thankful he showed but I stated to him to make sure to cut switch off on truck to save my battery and said soon I secure other side of truck I will. I get home around midnight to find my key switch still on with a dead battery. I was not in proper parking in which was approached by campus parking police as well. It was hot and cost me lots money to eat as Campus food is expensive spent approx ***** to each twice. Paid someone gas to get us.Trouble with my feet I was in the bed all day Sat. Later it got little more unsafe I was feeling. Was told Regional going to call me because wanted to complain for them not to put that in as was told today when I called to make my complaint, I called 1245pm 4/27 to file and their resolution was to remove the tow so it would not be on record because only allowed 4 calls in year in which not aware of was always told when renewing it was unlimited if needed. I thanked her but that resolution was not good enough and told her this. Said their investigation would go to corporate and it was internal as I would not get outcome. I disagree with that as nothing *** get done. If next time need tow& knew companies I could state not to send them, which means I *** not get a tow. Limit of 4 a year is wrong I was told different at every renewal.

  Business Response

  Date: 05/02/2023

  We have attempted to reach ******************** on 5/2/23 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.

  Customer Answer

  Date: 05/16/2023

   
  I am rejecting this response because:
  
  

  I submitted a complaint against AAA Carolinas on 4/27/2023, ******** and it was not resolved. The letter dated May 4th stated they tried contacting me via email and phone. I have never received an email nor a call from them. I received this letter from you all on May 10th so not sure when it was mailed on your end. I would like it documented they never tried contacting me after saying that they did. My case says closed I would like it reopened. I would also like to be made public what happened to me. Thank you, ***************************

  Business Response

  Date: 05/16/2023

  We spoke with ******************* on 5/16/23 via telephone and the matter was resolved.

• Initial Complaint

  Date:04/26/2023

  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.

  Ive been without my car for three months trying to resolve the issue with *********************. He started out Acting like he wanted to help, however, now hes not answering my calls. My case number with AAA is (********) and the case workers name is *********************** , whom I havent heard from yet. My mother is terminally Ill and I need my car ASAP, thanks,

  Business Response

  Date: 04/26/2023

  We spoke with ******************** on 4/26/2023 via telephone and we are working with our member to reach a resolution.

  Customer Answer

  Date: 05/24/2023

   
  I am rejecting this response because:
  

  
  Good afternoon, Im following up on the complaint filed against AAA of Carolinas.  I spoke with *********************** through email today and she said that shell follow up

  With her team concerning my vehicle that Ive been out of for 4 months.  The tow company that they sent to deliver my car to the mechanics shop is refusing to pay the mechanic for the work hes done this far.  Im really tired of going back and for with this situation.  My car needs to be delivered to the dealership thats going to complete the work and that cant happen until my car is released.  This is not fair to to me and Im dealing with my mom thats terminally ill and Ive expressed this to everyone.  I NEED MY CAR!!!!!!!  , thanks.

  Sent from Yahoo Mail for iPhone

  
  

  Business Response

  Date: 06/01/2023

  We have attempted to reach ******************** on 5/30 and 6/1 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.

• Initial Complaint

  Date:04/13/2023

  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.

  Hello,I have 2 complaints about AAA roadside assistance.The first complaint happened this evening on 4/12/23. I called AAA roadside assistance at 7pm ET for a tow from a Goldsboro address to another Goldsboro address which was about 15 miles away. At 8pm ET, I received a call from AAA saying that they were 131 miles away so I waited 2 hours with an ETA of 10:03pm ET. At 10:30pm ET, I called AAA back to check on the status and the rep told me that there is no one available to help me. At that time, it was about 10:45pm ET after waiting on hold for ***** minutes. So with the original call at 7pm ET, I waited for 4 HOURS for them to tell me that no one could come tonight, 4 HOURS!!!!!! According to the billing ***** they are giving me a credit of $100 but I don't know if that will be done. I don't want to have to call again as I will be on hold for who knows how long. They said that they could possibly help in the morning of 4/13 but they will need to provide an exact time and I would love to have them wait 4 hours for me to get there and never show up!! But I'm not going to do that....I will give them 5 minutes from estimated arrival time and if not there, I'm leaving. The other complaint happened in the early part of 2022. It was around 10pm in the evening and I was traveling on a very low traffic highway and had a flat tire. I called AAA and they said that they were on the way and I waited in the dark, alone in my car for almost 2 hours, they never showed up and never called to check if anyone ever did. I was terrified. Finally, a sheriff arrived and helped me with the tire. This company ***** and I will be looking elsewhere.

  Business Response

  Date: 05/01/2023

  We spoke with ****************** on 05/01/2023 via telephone and the matter was resolved.