Business Profile

Travel Agency

AAA Carolinas

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Complaints

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

Customer Complaints Summary

289 total complaints in the last 3 years.
73 complaints closed in the last 12 months.

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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:01/19/2023
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.
On 1/4/23 I spoke with representative **** in *********, South Carolina who told me that Plus Membership was usually $104 a year but had a promotion code that brought it down to $69 for the first year. On 1/5/23 I called back and was transferred to ****** in the ************ **************, North Carolina. She told me Plus was $104 but contacted ****, got promotion code to make it $69 for the first year. I gave ****** a **** ending in ****, was charged $69 and received Payment Confirmation #******** and she told me my Membership card would arrive in the mail in 1-2 weeks. I have NOT received my Membership card but received a bill for $104.00.
Business Response
Date: 02/03/2023
We attempted to contact **************** on 02/03/2023 via phone, unfortunately, we were not able to speak directly with our member. However, we left a voicemail advising that we were able to successfully request a new membership card to be mailed out to the address on file. If the new membership card does not arrive within ***** business days, please contact our membership department at ************ and it will be our pleasure to further assist.
Customer Answer
Date: 02/07/2023

I am rejecting this response because: I still have NOT received the Membership card or an explanation about what is going on with the $104 bill.

Business Response
Date: 02/28/2023
We have attempted to reach **************** on 02/28/2023 via telephone/email but have been unable to reach her to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Customer Answer
Date: 03/02/2023

I am rejecting this response because: I still do NOT have a membership card. I do NOT need to talk to them on the telephone, I just need a membership card mailed to: ***********************, ************************************************** 29036

Business Response
Date: 03/08/2023
A new card request was issued for *********************** on 3.6.2023. Current time frame for new cards to arrive is **** business days. We appreciate ******************** patience in this regard and apologize for any inconvenience a delay may have caused.
Sincerely, AAA Member Relations
Initial Complaint
Date:01/18/2023
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 January 17 around 8:40 pm I submitted a roadside assistance claim for a towing needed after spinning out on the road. The estimated time of arrival was 8:58 pm. After waiting till the time I got a phone call from the tower saying they were running late but they were going to be there in ***** min. The tower never came. The police showed up and they were forced to call the city tow since I was considered a hazard on the road. The time was 9:40 pm when ************** finally showed up and still *** towing did not arrive. I am now being charged $350 for recovery of my car because the *** towing did not show up.
Business Response
Date: 01/18/2023
We spoke with ****************** on 01/18/2023 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for ******************.
Initial Complaint
Date:01/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a claim on 01/01/23 about my car getting stolen. By the time the adjuster reached me on 01/03/23 to go over the claim. My car was found almost at the Virginia line. When she got to who the driver was I told her I gave my son permission to drive my car to the club, in which i met him there with friends. When she wanted his number to see what had happened she didn't bother to call back, so I had to contact her after seeing that they added my son to the policy without a valid drivers license, and then said the claim was denied. She held me up for two days which led me to having to pay someone to go and get my car that following Monday costing me $45 dollars a day by not contacting me. This is a very dirty and shady company. They also dropped the Collision on the car 11/22 saying i didn't provide all the drivers in the household. However the claim was submitted New Year's day which now my Lien Holder is requesting i find collision on my car a brand new car. Well I found it, and the Auto insurance can't add a driver on my policy if they don't have a valid license. He has a ** ID. So how they got away with this. I couldn't tell you how. I been paying on my insurance and then when I just needed a tow they refused. I called last Thursday to the Agent and ask to cancel. He refused and said he need a declaration that i got other Insurance. I told him I do and DMV has that information because I don't have all the cars listed they have on that policy. They said they not taking anything off my policy. I turned tags in and purchased another car, but said they will not change anything. These people don't know the car was in robbery and if it was impounded or nothing. They just want their money and it they are trying to make me pay almost $1,000 refusing any claim. i have no lapse in insurance. My lien Holder has stressed the fact they can't be my insurance holder.. I want it cancelled immediately. The worst agents and representatives I ever encountered.
Business Response
Date: 01/18/2023
THIS MATTER WAS ALREADY REVIEWED AND ADDRESSED THROUGH THE ***** INSURANCE REGULATOR. WE ASK THAT ******************** REFER TO THE RESPONSE FROM THAT PROCESS. THANK YOU, AAA-************* GROUP.
Initial Complaint
Date:01/13/2023
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.
My husband, *******, called for roadside assistance in August 2022. AAA gave him a time frame the tow truck would be there. He waited more than the allotted time and called back. He was then given an even longer time frame (another ***** minutes). It was at this time he decided to call for his own tow truck. Once he had it lined up, he called AAA back to inform them. They tried to tell him the tow truck was on the way. Mind you this was a matter of a few minutes after being told it would be ***** more minutes. **** asked about submitting the bill for reimbursement and was told he could do so. The bill was ****** and sent in to AAA. I've called several times only to be passed around to eventually to be told they have my request but the reimbursement department hasn't reviewed it yet. I personally had an issue with the company the month before, July. I was riding with a friend, we had a flat tire in a questionable area. My husband drove to meet us, however my friend did not have the key to lock her wheels so therefore we could not change the tire. My husband called AAA around 10PM and explained the situation. After waiting hours for a tow truck and not getting any assistance from AAA other than it's on the way the first time we called back. We could never get an answer with them from that second call on. we did try calling other tow trucks but could not get any assistance or an answer. It is literally after 3AM at this time. We called the highway patrol, and an officer came out and he called a tow truck for us. Finally got home at 4AM and AAA had the audacity to call us back at 4:30AM to see if we still needed help. My friend had the ****** dealership reimburse her since they were the ones that forgot to put her wheel key back in her glove box when they rotated her tires the month before. Therefore, we never even submitted a bill (over $200) to AAA for that situation which would have been a covered expense since I am a member and was riding with her.
Business Response
Date: 01/18/2023
We have attempted to reach ******************* on January 18th, 2023, via telephone. A message was left to resolve the matter directly.
Initial Complaint
Date:01/06/2023
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.
AAA provided 4 different times of a tow truck arrival. Was told we were being made a priority due to our location in a hazardous location. Each time the arrival was extended by an hour. ETA went from 2:15 to 5:20.
Business Response
Date: 01/19/2023
We spoke with ****************** on 01/19/2023 via telephone and the matter was resolved. We thank him for his feedback.
Customer Answer
Date: 01/20/2023

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:01/03/2023
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.
07/23/2021 i have the *** plus membership that was renew in April 2021 and for several years past and present 2022. I complain to *** not paying for a claim for car travel interruption protection. *** advertise through their brochure and on their CAR TRAVEL INTERRUPTION PROTECTION REIMBURSEMENT FORM. In the reimbursement form clearly state if you are traveling by car and 100 miles or more from home and have a breakdown, accident while en route or your vehicle is stolen while en route. *** reimbursement for covered expenses up to the value of $600. expenses include meals and lodging,car rental, transportation home or to your destination within 72 hours *** Plus members have protection up to $1000. My family was traveling on ******************************. The water pump started making loud noise and stop working. we call *** far help. *** sent far a tow truck from *******************************. After waiting over two hours we manage to get the vehicle over to Holiday Inn Express. we kelp in contact with *** while waiting for the tow truck. ********** tire remove water pump and replace. install fan shroud and make sure belt is right check coolant leak and not overheating. membership # *******************. I sent all bills to ***. *** refuse to reimbursement me for this claim. *** representative told me it had to be in a accident and now said i was not driving a RV. I was over 100 miles from home on vacation . i had a major break down and had stay at hotell for two days until my vehicle was fix . The reason it been over a year i have been trying to get *** TO PAY THIS CLAIM.
Business Response
Date: 01/03/2023
We spoke with **************** on 01/03/2022 via telephone and the matter was resolved to his satisfaction.
Initial Complaint
Date:12/30/2022
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.
You don't give enough space to write out what happened in this incident. AAA North Carolina destroyed my car by sending a probably unauthorized and unqualified mechanic to change my tire early on December 14, 2022. He didn't do a correct tire change, and later that day while driving to get a new tire the whole spare broke off from my car which caused my car to go flying off the road. I have major front end damage and did everything I thought was correct in filing a claim with AAA. I have spent hundreds of dollars in towing my own car and in rental car expenses, plus my car is un-operable. It took me a week for anyone to respond properly to this claim, and now AAA Carolina isn't owning up to the damage they caused. They claim now that the person who did the tire change wasn't sent by them, even though he called me himself when they assigned him to me. I have thousands of dollars worth of damage to my car, and now even the lady at headquarters in ******* who promised to help isn't returning my phone calls. Again, I have the phone records, and it wouldn't take much effort to link all these phone calls, so I'm not sure what AAA North Carolina is up to. At this point all I want is for them to fix my car. Since I can *** their brains out for several severe acts of negligence, I feel that I am being ****** kind to excuse the rudeness of their adjuster and just ask that my vehicle get repaired.
Business Response
Date: 01/10/2023
We spoke with ******************** on 1/3/23 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for *********************"
Initial Complaint
Date:12/29/2022
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.
Called AAA for roadside assistance 3 times waiting an hour between each call (holding ***** minutes for human to answer). Third call I asked for supervisor and spoke with *****. She assured me assistance would be on the way and someone from dispatch would update me. Waited another half hour with no response. I am a 27 year AAA member only using them a couple of times. I am disgusted with the service and respect I received. This is totally unacceptable and if this is service AAA is offering, I don't want to spend my money with them. I called local fire department, explained my situation and they were at my side in less than 5 minutes! Kudos to ******, ** fire department and shame on AAA.
Business Response
Date: 01/06/2023
We have spoken with ************** on 1/6/23 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 01/09/2023

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.
Customer Answer
Date: 01/18/2023

I am rejecting this response because:
See Claim ********. AAA committed to provide 1 year service but letter I received states $30 discount. This is for the 4 hrs AAA left me stranded with no one coming to assist and no followup call even though supervisor told me I would get assistance quickly and follow up call. I waited again but still nothing. Finally called local fire department and they rendered assistance in less than 5 minutes. AAA is not standing up to their commitment again and totally unacceptable. AAA needs to stand up to their commitment.
Committed to 1 year service not $30 discount. See Claim

Business Response
Date: 01/19/2023
We spoke with ************** on January 19, 2023, via telephone and the matter has been resolved.
Initial Complaint
Date:12/27/2022
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 needed an emergency tow on September 6th so I contacted AAA. I called them four or five times over four hours (being placed on hold for 20 minutes each time) and every time they said they don't have an exact time yet but they're working on it. After four hours of waiting in the hot sun I called a local tow company and they were there in 15 minutes and charged me $181.13 to tow it home. AAA never did send a tow truck for me or call me back about it. On September 8th I sent in a reimbursement request form to be paid back the $181.13. And now after months of calling and waiting they sent me a check for $50. Which I won't cash until they write me a second check for the remaining $131.13 they owe me. I've already canceled my account but they should also refund me the $129.00 they scammed me out of to pay for the past year of service (non-service).
Business Response
Date: 01/05/2023
We have attempted to reach ******************** on 1/5/2023 and 1/4/2023 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.
Customer Answer
Date: 01/07/2023

I am rejecting this response because:
I have been emailing with someone from AAA named ***********************. She said they're sending me the rest of the tow reimbursement.
Business Response
Date: 01/11/2023
We spoke with ******************** on 1/5/2023 via email and the matter was resolved to his satisfaction.
Initial Complaint
Date:12/20/2022
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 10/26/22 I engaged AAA when my 2016 Jeep Grand Cherokee would not start. The technician who responded said my battery needed to be replaced and proceeded, with my approval, to replace it at my residence. My car wouldn't start again the next time I tried to drive it on 10/31/22 and AAA said the battery needed to be recharged. When I tried to start it a third time on 11/15/22, and it failed to start, I had AAA tow it to my dealership because they said it was likely a problem with the alternator. The dealership ultimately determined the battery had be improperly installed. To properly replace the battery on a 2016 Jeep Grand Cherokee, the passenger's seat needs to be removed. This did not happen, and as a result, my battery was installed in a lazy fashion that could have left me in danger. Ultimately, to resolve the issue, I had to go to the dealership and have a AAA tow truck take it to their service center to have the battery warranty honored.However, I was charged $195.21 by the Jeep dealership, at not fault of their own, to discover AAA had improperly installed my battery (10/26). AAA was called twice after the initial battery installation (10/31 & 11/15) and failed to discover their own mistake on both visits. I should be refunded by AAA for this dealership charge, as it would not have occurred if AAA had properly installed the battery the first time (10/26) or discovered their mistake on the two additional visits (10/31 & 11/15).I called AAA and filled out the proper online forms for a refund on 12/5/22 and have yet to hear anything from the business.
Customer Answer
Date: 12/20/2022
Hi! In response to the complaint request:
I am a member of AAA Of The Carolinas. Their address is 3426 ************************************************************** 28277.
I currently live in ************** (therefore my battery was changed through *****************) but my family's membership continues to be through AAA Of The Carolinas.
Business Response
Date: 12/28/2022
We have spoken to ************** via telephone and the matter has been resolved to their satisfaction.

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AAA Carolinas is NOT a BBB Accredited Business.