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Business Profile

Travel Agency

AAA Carolinas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

This profile includes complaints for AAA Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see

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AAA Carolinas has 13 locations, listed below.

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    Customer Complaints Summary

    • 290 total complaints in the last 3 years.
    • 74 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/06/2023

      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.
      Dec 2021 purchased a car battery from AAA with a 3 yr warranty. That battery is not working. I contacted AAA on March 31st not batteries were in stock was told that I needed to call back on April 4th which I did. I was told there are no batteries and no information on how to get one or when mine would be replaced. Called customer ********************** March 5th was told they would check to see if they would even carry the battery, but I do in fact have a warranty on the battery as stated above. No one will call me back or help me with getting a replacement battery.

      Business Response

      Date: 04/14/2023

      We reached a resolution with ******************** on 04/13/2023 and the matter was resolved.
    • Initial Complaint

      Date:03/29/2023

      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.
      I have AAA Membership since 2015. My daughter is part of my membership ( I pay for her membership too). Yesterday she needed roadside assistance and called AAA Carolina with request. She made 3 follow up calls in last 24 hours and still no service. She is getting different answers every time: Computer system is down , cant find any request in the system etc. it is ******************************************* service received so far

      Business Response

      Date: 04/06/2023

      We spoke with ****************** on 04/05/2023 via telephone and the matter was resolved to his satisfaction.

      Customer Answer

      Date: 04/07/2023

       
      I am rejecting this response because:

      1. They did not address my original concern of repeated service failure neither did they refund the membership charged last year for the period  of  April 2022-March 2023

      2. When I  cancelled future membership starting April 01,2023 due  to poor services by calling them on 03/26/2023, I was told that they will refund $169 they have charged to my credit  card for  year 2023-2024,  but as on today, 04/07/2023, they have not  refunded (see attached)  the membership  fee   


      Business Response

      Date: 04/17/2023

      We spoke with ****************** on 04/17/2023.  We explained the refund was issued on 03/30/2023 and consider the matter closed.
    • Initial Complaint

      Date:03/27/2023

      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.
      On 12/2/2022 at **** hrs. I made a prepaid reservation through AAA Carolinas for a hotel in ******************** for January ***** 2023. Minutes after I made this I went to cancel a different reservation with them for the same night and saw that it was a prepaid as well and was not cancellable. The reason for the change was that my air flight was cancelled and I would not be arriving until about 11 PM and just wanted a hotel at the air port. I went ******************* reservation and saw that I was able to cancel it and did so. I received a confirmation that it was cancelled; I also followed up with AAA Carolina's via email and after several emails and days they told me they could not cancel the reservation with the hotel. On January 20, 2023 I called the hotel and they confirmed to me that they did not have a reservation me and searched my name and the reservation number. I did not go to that hotel instead I went to the ******************** that I had also booked with AAA Carolinas previously. I never received any refund and put in a dispute with my credit card company who investigated and later told me the issue is between me and the merchant.Since I was not able to resolve this between me and AAA Carolina's I am asking for your assistance and am asking for a refund of $219.37 See the emails attached, one is confirmation that the reservation was cancelled and the other is a string of emails finally saying the hotel would not cancel the reservation.

      Business Response

      Date: 04/12/2023

      All attempts to have ************** $219.37 refunded have been made with the **************************. Unfortunately, the hotel has denied all requests for refund because ************** selected a lower priced non-refundable room rate when making his reservation. All online customers are presented with an acknowledgement that states: By completing this reservation, I agree that I have read and accept the Terms & Conditions, including all cancellation policies and Additional Disclosures. By completing the booking, ************** acknowledged that he understood that he was completing a non-refundable booking.

      Since, ************** had cancelled his reservation, the hotel would not have had an active reservation for him when he called on January 20,2023.

      There is nothing more that can be done for *************** 

      Customer Answer

      Date: 04/12/2023

       
      I am rejecting this response because:When I did my due diligence and the hotel told me they did not have a reservation for me I was expecting a refund.  What this mean is they not only kept my money but also potentially received twice the funds by renting the room to another person.  I literally had the reservation for minutes before realizing my error, even airline tickets can be cancelled within minutes even though they are non cancellable.  Again I received confirmation that my reservation was cancelled (I supplied this proof), I should have gotten a message that my reservation can not be cancelled if it is not cancellable AND the hotel had no record of my reservation and could not stay at that hotel (and I wanted to as my flight was changed to come in at 11PM).

      Business Response

      Date: 04/20/2023

      AAA has exhausted all our available channels in trying to get an exception for ************** to get a refund from the **************************. Unfortunately, all requests for refund have been declined by the hotel due to ************** selecting the lower priced,non-refundable rate. Any further pursuits for refund should be made directly with The ******************** Hotel. 

      Customer Answer

      Date: 04/21/2023

       
      I am rejecting this response because

      I have attempted to resolve with the hotel, they told me I do not have a reservation there, I was not charged by the hotel, I was charged by AAA.  I have a cancellation confirmation from AAA, sent by them not the hotel.  I expected a refund based on this cancellation confirmation which I have not gotten.


      Business Response

      Date: 04/25/2023

      AAA has no control over the ******************** Hotels decision to refund ************** for his cancelled hotel reservation. The hotel is standing behind the cancelation policy that ************** agreed to when he made the reservation for the lower priced non-refundable rate, since the hotel offers a higher priced fully refundable rate that would have also been a choice for ***************


      The Cancelation Policy states - This rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment.


      The policy does not state that the rate is non-cancelable,but it is non-refundable. I understand that this hotel policy could cause confusion,so we hope that ************** will accept $25 AAA Dollars that can be applied to his next membership renewal. 

    • Initial Complaint

      Date:03/27/2023

      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.
      AAA Carolinas went into my account without my permission. Took ****** and caused a ***** overdraft. I never ask for auto draft or them to go into my account. Threw all of my bills off and I feel they stole from me.

      Business Response

      Date: 03/29/2023

      We spoke with **************** on 03/23/2023 via telephone and the matter was resolved to her satisfaction.

       

    • Initial Complaint

      Date:03/27/2023

      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.
      So last night we contacted AAA shortly before 9 pm to have our vehicle towed. We were left stranded for 3 hours before someone came to tow us. Why? Why are we paying for such slack service? This is unacceptable. We called multiple times and spoke with multiple people as well as a couple tow truck drivers and was told help was on the way, but the time kept getting extended.

      Business Response

      Date: 03/29/2023

      We spoke with ************** on March 29, 2023 via telephone and the matter has been resolved.

      Customer Answer

      Date: 03/31/2023

       
      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:03/27/2023

      Type:Sales and Advertising 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.
      My Husband and I booked a 9 month World Cruise with AAA leaving December 2023. We have just found out, by seeing a ******* Video by chance, that if we had paid out trip in full we would receive a 10% discount. We have tried to work with AAA but to no avail on getting our discount as they say it is too late. This is a significant amount of money for us, over $16,000. We booked with a travel agency because we needed an expert for such a trip. AAA is an experienced agency with Royal Caribbean. They should have known this and let us know. Our agent is *********************. I believe she is trying to help us but she is getting no where. Please help us recuperate our lost money. If you can not help us I will feel the need to seek legal help. I am hoping to resolve this with less extreme measures. Thank you,*****************

      Business Response

      Date: 04/07/2023

      We understand and sympathize with Mr. ***** *************. We have contacted Royal Caribbean on their behalf to request an extension on the expiration date of the pay in full savings offer provided by Royal Caribbean.Royal Caribbean has advised that the offer cannot be extended beyond the dates established for this offer.  AAA Travel Agency has done all we can regarding this matter. 

      Customer Answer

      Date: 04/10/2023

       
      I am rejecting this response because: the error was not on Royal Caribbean part. It was AAA travel error. I believe they should correct the error.

       

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


      Business Response

      Date: 04/20/2023

      After further investigation into this matter AAA Travel Agency has discovered that the email address provided to Royal Caribbean was incorrect which would have prevented the customer from receiving the email with the discount offer.   AAA Travel Agency will honor the 10% paid in full discount offered by Royal Caribbean. The agent (*********************) or her manager (Andrew *******) will be contacting the customer directly to complete any steps necessary for this resolution.

      Customer Answer

      Date: 04/21/2023

       
      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:03/24/2023

      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.
      **************** Service Level:Basic Upgrade Type:Primary Member Since:2021 Active Through:MAR 31 **** Additional Members:********************* I have AAA and 3 Life Insurance policies with them I can log in but I can't access any of my insurance policies The system tells me I don't exist I went to renew my policy for AAA Roadside Assistance again I can login but I can't access my account to make any changes. All I could do was an Instant Renawal which I could not make any changes as to what plan I wanted or if I wanted to drop my wife ****** as a rider member. I contacted AAA customer ********************** 3 weeks ago They confirmed that there is a problem and they would rectify the problems They said it would take a few days. I try to login to pay my yearly dues Locked out from the system still I call they confirm that a request for the repair is in Now they are telling me it will take up to a month. I am tired of the RUN AROUND from AAA. I pay for my service and I pay for 3 insurance policies with them.

      Business Response

      Date: 04/05/2023

      Thank you for submitting your complaint. This complaint is currently under review by the *** Life Insurance department. 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:03/22/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sunday, March 19 our ***** CRV stopped operating on the outskirts of **********, **. We contacted AAA roadside emergency assistance to send a tow truck. We were told the tow truck would arrive at 6:20 p.m. No tow truck arrived at 6:20. We called AAA and they said they would call back with a new time of arrival within 10 minutes. Ten minutes later we called AAA back since they had not called. We were given the same message that they would call back within 10 minutes to provide a new arrival time for the tow truck. After ten minutes we called AAA back and were told that they didn't know that we needed a tow truck and would change the request to order a tow truck and would call back in ten minutes. After ten minutes we called AAA again and were told that we had not said it was an emergency and would change the request to be an emergency. Still no one could provide a tow truck arrival ETA. After two hours and many calls to AAA, we were told that the tow truck ETA would be 11:20 p.m. AAA never returned promised calls nor texted information to us. We were left stranded with no follow-up or assistance from AAA. During the last call to AAA, we were advised to call highway patrol for assistance. Our car was next to a busy interstate at night. AAA did not provide assistance and we had to continually contact their service. Do not purchase AAA, they no longer provide service to their customers.

      Business Response

      Date: 03/30/2023

      We have attempted to reach ************** on 3/30/23 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: 04/02/2023

       
      I am rejecting this response because: I have not received any phone calls from AAA. I welcome a conversation with the company. What number are they calling? I do not have any voice messages from AAA. Why not leave a voice message stating that you have attempted to call and give a valid phone number so that I can call and speak with someone? What days, dates and times did the office call my phone? I can look through my phone to review their "calls".

      Please contact me by email or by phone. If you contact me by phone, please leave voice message that states it is a call from AAA and leave a valid phone number for me to contact their office. -

      My phone number is: ************

       

       

      Business Response

      Date: 04/17/2023

      We have attempted to reach ************** at the number provided in her BBB complaint. We have called on the following dates: 3/30/23, 4/6/23, 4/10/23 as well as sent an email on 4/3/23 and 4/5/23. Voicemails have been left with our contact information and ************** has not returned our multiple attempts to reach her. At this time,we consider the matter closed until ************** is able to return our phone calls.  
    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today is 03/19/23 and I have been stuck on the side of the highway for 2 hours. Im in a dangerous spot, because I ran out of gas due to a faulty fuel sensor in my vehicle. Included in my membership, is an emergency refuel for if this happens, AAA even told me that today. However after telling me they have someone on route and will be there in 10 mins, 30 mins later Im calling back and being told that there will be no service for me and I can do nothing other than call highway patrol another service or AAA tomorrow morning. My question is: if I pay monthly for this exact service 24/7 and they cant provide it at 9pm on a Sunday what compensation can I receive for especially this months membership? They are telling me I have to call other providers and they either will not come out, or will only come out for ludicrous amounts of cash, which is irrelevant because I only have card. And this is all just unacceptable because I pay for this service 24/7 and they sell a roadside fuel up within their membership. Simply cancelling the membership will not make up for the heartache, time, and money I will have to spend this evening. Thank you.

      Business Response

      Date: 03/23/2023

      I spoke with ********************** on 03/23/2023 via telephone and the matter was resolved.

    • Initial Complaint

      Date:03/16/2023

      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 12/31/2022, I contacted AAA for towing services. I reached an agent who advised that a tow truck would arrive in at least an hour and a half. After waiting for an extended period of time in freezing weather, I spoke with several other agents whom appeared to be giving me the "run around" while providing excuses for the delay in service. One agent finally suggested that I leave my vehicle and, that they would provide a voucher for a Lyft so I could go home and get out of the cold. They also advised that my vehicle would be towed to an identified local residence. I inquired what would happen if my vehicle was towed. The agent advised that I would be reimbursed if that were to happen. With great reluctance coupled with the reassurance of the agent, I left my vehicle roadside (far off the shoulder) in addition to contacting the VA State Highway Patrol in an effort to avoid being towed. The next day/late morning, I called AAA to find out the status of my vehicle as I hadn't heard anything from anyone, and was advised that a driver had gone out to pick up my vehicle (approx. 7 hours later) and my vehicle wasn't there. I contacted VA State Highway Patrol and was advised that my vehicle had been towed in addition to providing the location.Once my vehicle was retrieved, which was a financial struggle, I contacted AAA and was advised to submit a claim for reimbursement, only to later receive a partial reimbursement of $225.00 out of $465.00. After finally making contact with a AAA representative, I was told that the storage portion would not be covered, which totally contradicts what I was initially promised/advised of. They also breached their contract and deceived me as a LONG TIME POLICY HOLDR AND CUSTOMER. At the end of the day, this VERY BAD business and appears to be common a common business practice!To date, and after several calls and getting the runaround, I STILL have been reimbursed for the remainder of the bill.Policy #: **************** Claim #: *******

      Business Response

      Date: 03/23/2023

      Thank you for submitting your complaint. This complaint is currently under review by the leadership 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

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