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:12/15/2022

  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.

  I need a contact persons email to help me resolve an issue with my towing reimbursement. I completed all necessary documents, but ** being told that I have been turned down for reasons I can easily explain. Ive tried calling and emailing for months with every source available, but cant get an answer as to how AAA can provide me with that email so I can provide Aaa with the information they need so this issue can be resolved.Thanks,*****************

  Business Response

  Date: 12/20/2022

  At this time, AAA is unable to consider **************' reimbursement request due to insufficient documentation received. ************** can contact AAA to discuss further

  Business Response

  Date: 12/20/2022

  At this time, AAA is unable to consider **************' reimbursement request due to insufficient documentation received. ************** can contact AAA to discuss further

• Initial Complaint

  Date:12/09/2022

  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.

  Where is AAA customer **********************? Im not receiving any of it if it exists. Ive had a membership in VA and now ** and have never used it, but my luck ran out when my battery died. I put in a service request and the technician showed up and said my battery really needed to be replaced but they didnt have any but would be receiving some that evening and to call AAA back. I called AAA back the next day (4:58 PM) and requested a battery but no one ever showed up!! I got a text stating they would arrive at 6:24 PM but when the text came in it was already 6:25PM. I called customer ********************** and they just rehashed that I would be notified when they were enroute. I then got a text with a link so I could track my technician but of course it didnt work, the error said servers down . No one ever called or text me again, like oh well, we dont care if you got taken care of or not. Today (1:17 PM) I call customer ********************** and got a very **** female who told me a time 4:38 PM but it may change. Okay, I get that, Im in a safe area, Ill wait. But, I asked why I had been left hanging the day before so she looked up my service request. She informed me that the system says I was not taken care of because a technician showed up and waited 20 mins for me then left. I told her that was a lie, I spoke with the technician, and they had no battery and I want to talk to someone about this lie, so I am. I will get my battery eventually but for customers to pay for a service and use it for the first time and to not care if the service was completed is sad. Most people know there will be changes to arrival times etc, just be up front about it and show some compassion.

  Business Response

  Date: 12/19/2022

  We have attempted to reach ************ on 12/19 and 12/14 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:12/07/2022

  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.

  I had a home insurance policy issued to me through AAA insurance. I moved out of state and was due a refund since I had previously paid the policy in full. I received a check in the amount of $379. I deposited said check and received an email from my bank saying the check had bounced and I incurred a $12 fee. I called AAA *************) on 10/21/22. I was told that a ticket was sent to the accounting **** to pay fee. I was then informed by a *************************** that I needed to send proof of the fee in order to receive reimbursement, so I emailed him the proof of the fee on 11/02/22. I was also told I would receive another check in the amount of $379. On 11/10/22 I received an email requesting policy number which I did email them back with my policy number. On 11/8/22 I deposited 2nd check which also bounced and I incurred a $10 fee. I have left multiple messages and emails since then and never get any response or satisfaction. I have also called the billing **** of the insurance company (named ********) who informed me that stop payment on those checks were stopped by a AAA agent and that they, AAA, are responsible for the bounced checks. Supposedly the 1st check was by an agent named *** and 2nd agent with whom I've left multiple messages by email and to call me back. Thank you

  Business Response

  Date: 12/16/2022

  We spoke with ************* on December 16, 2022 via telephone and the matter has been resolved.

  Customer Answer

  Date: 12/16/2022

   
  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: 02/16/2023

   
  I am rejecting this response because:

  I filed a complaint with BBB back around December 15th 2022 against AAA South Carolina.  After they had heard from BBB, they contacted me by email. First email on Dec. 16,2022 saying, "Good morning *******************, Please forward the 2 statements for fees and the $22 will be refunded. I apologize for the delay.  Good afternoon *****, Just a follow up on your refund for the *** Fees. Please contact me directly if you dont receive your refund of $22 by January 19, 2022. Due to the holidays there may be a delay. I spoke directly with Sage Sure and they will be sending you out the refund."  Because of the holidays I did give it a little more time. We also spoke over the phone.  On February 9th I spoke with ******* informing her that I had still not received the $22.00 refund check. She did get back with me after speaking with ******** Ins (the company where the check was submitted from {my homeowners policy through AAA) and said that they are not responsible for the fees incurred for the bounced check but that AAA was because they are the ones who put the stop payment on the check.  After my phone conversation with ******* (who by the way says she really doesn't deal with this part of the insurance but was given the task after AAA heard from you. She was, however, as helpful as she could be) she then told me she was going to talk with someone about getting the $22.00 to me somehow and that she would get back with me.  As of today February 16th, I still have not heard from anyone.  Thank you for your time and concern in this matter.    *******************

   

  
  
  

  Business Response

  Date: 02/16/2023

  We spoke with ************* on February 16, 2023 via telephone and the matter has been resolved.

  Customer Answer

  Date: 02/16/2023

   
  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:12/07/2022

  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.

  I joined AAA this year, 2022. On Sunday, November 20th, 2022 my car showed a flashing check engine light, saying check emissions. I was in a parking lot. I called AAA around 10pm that evening to request a TOW and a RIDE back to my ************* miles away.The tow truck driver pulled up with his wife in the passenger seat of his 2 seater truck. I told him that I wanted it towed to my residence and he insisted that I let him tow it to his shop. He said that AAA would only cover a 3 mile tow and his shop was 5 miles away. I later looked up the exact distance, which was only 3.7 miles to his shop from my location. I said to him that I had requested a ride and he said well it will be cheaper for you to just get a lyft and let me tow your car to my shop. He took my card information by calling his son to run my card while he told him my card information over speaker phone. It was run under the tow company, Hattons. He was smoking a Black and Mild cigar the entire time as well as when he was in my vehicle. He charged me $14.00 for the tow. I got a ride home with a friend.The next morning on Monday, November 21st, he called me at 9am and said that my Oxygen Sensors were bad and that 3 out of 4 cylinders were misfiring. He said that it would cost $1500 for parts and labor and he would need $1100 up front to get the parts.I called him back after some research and told him that it was too expensive and said I will get it towed away to my residence. He told me that he would need $100 cash for his diagnosis. I called AAA to request getting my car towed and was told I had to pay him for the diagnosis and get my keys back before calling another tow. They said that they wouldn't be able to get me another tow truck because I already used it for the first night, even though I was pushed into this unsafe, sketchy situation by the driver. I drove over to meet him at his shop to give him the money to get my keys back, it was in a trailer park and down a very steep rocky ******** behind a residential trailer with tires, bumpers and broken down cars littering the front yard, was his "shop" S.P.R. Motorsports. I called a local tow company, after I got back into my borrowed car and was told it would be 1-2 hours and $185. I agreed because I needed to get my car away from this place. It took 3.5 hours for the tow truck to come. Later I hooked a code reader up to my car to check the codes. The tow driver had deleted the codes that he ran on my car to cover his lies. After a reset, there was only 1 code, 1 coil was misfiring. After an $80 part and about 15 minutes, my car was working perfectly. The man is towing people for AAA and is coercing people in bad situations into being towed to his "shop" and scamming people into paying for work they don't need. I have spoken to a few people that now feel very unsafe with the idea of breaking down and having to go through the nightmare I just went through. I have requested refunds through the *** reimbursement form, and emailed AAA to let them know what happened.This is my first experience with AAA and I feel very unsafe using it again.

  Business Response

  Date: 12/08/2022

  We spoke to ********************** via telephone on 12/8/2022 and the matter has been resolved to her satisfaction.

  Customer Answer

  Date: 12/09/2022

   
  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:12/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, we have made several attempts through phone calls, emails, and faxing forms since August 2022 to seek reimbursement for a towing Bill that AAA was not able to take care of for us while we were out of town.We have contacted them via social media as well and still can not get them to respond.They have a requirement that the paperwork and receipts need to be submitted within 60 days which we filed within a week of the tow. This was back in August of 2022. We pay for a membership that covers this. We can not get anywhere with them and can not get anyone to resolve this.Membership #****************

  Business Response

  Date: 12/07/2022

  We spoke with **************** on 12/1/2022 via telephone and the matter has been resolved to his satisfaction.

  Customer Answer

  Date: 12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution will be  satisfactory to me once i receive the reimbursement check.  The business said it would take **** days from 12/7/2022 to receive the reimbursement.  
  
  Thank you. 
  

• Initial Complaint

  Date:11/22/2022

  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.

  So in May og this year i had the *** auto club come out to unlock my 2021 ****** corrola. They sent out a tech who aproached me and said he worked for *** and was here to unlock my car. He proceeded to unlock the car with tools that scratched my car all up and bent my door back to the point of leaking. I repeatedly told him to stop and call it in but he finished. Once done he left with no reciept or even business card or anything. So i called a filed a complaint and long story short they agreed to send check for the problems they caused to the car. It was around **** dollars. Now they have supposedly sent two checks that have never got to me and all i get is the run around when trying to figure out things. I have all emails that have been sent between us and the few people i have been dealing with. So please help me i just want what is owed to me for problems that they caused and agreed to. P.S i have emails that they agreed to the payments and everything that has been discussed but its to much to add on here in the bottom.

  Business Response

  Date: 11/29/2022

  We have attempted to reach **************** on 11/29/2022 via telephone  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:11/21/2022

  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.

  I called ***'s toll free number as listed on my *** card on Tuesday, November 15, 2022 requesting what I thought would be a tow. The Folks at *** were very nice, took all my information, and said that a tow truck driver would call me 30 minutes before he arrived at the address where my car was sitting. I asked that, in addition to a call, that the driver text me at the same phone number to make sure I got the message, as I live about 20 minutes from where the car was located. I waited over two hours and never received a call. When I called *** to find out the status, I was told that the tow driver had arrived where my car was located but could not tow the car since it had expired tags. THE DRIVER NEVER CONTACTED ME! Had he/she contacted me as promised, I could have met him/her at the residence where my car was located and possibly could have found the new tags for the car. *** explained that it is their policy not to tow cars that have expired tags . . . which is NOT against the law in North Carolina. Thus, I called ****'s Roadside for them to come and tow the car. ****'s arrived, simply jump-started the car, which the *** driver could have done, told me to go to Advance Auto and have the battery checked, which I did, and I left Advance Auto with a new battery. ****'s Roadside charged me $70 for the service, and that is what I want to collect from ***, because had the tow truck driver contacted me 30 minutes prior to arrival as promised, and had I been able to meet him at the site, he/she could have jump-started the car like ****'s Roadside did, and I wouldn't be out $70.

  Business Response

  Date: 12/14/2022

  We spoke with **************** on December 12, 2022 via telephone and the matter was resolved to his satisfaction. 

  Customer Answer

  Date: 12/14/2022

   
  I am rejecting this response because:  I told AAA that when I receive the check for $75 as settlement, then I would contact the BBB and then indicate that the matter has been settled.
  
  

• Initial Complaint

  Date:11/18/2022

  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 July 1, 2022 I broke down, I call AAA waited for return call , they had some one call, they couldnt help us . I was in car with two children and I needed to get home to take medicine . I call a private company to pick up my car. My grandson drove from ***************** to pick us up. The tow truck came and it was after 5 pm He needs to tow car to ********* where my machanic is located. I told the tow man he could bring it the next day 85 miles. I may have sent the first form to northeast AAA. I recived a check for *****, sent it back with another form. They said no phone record. I have been since July. I have been put on hold for hours at a time. Poor service if you ask me.We have been member and have a gold card. I have a case Number ********. They have taken our money for years with out us using the service. Im going to post of social media if this is not taken care of very poor customer **********************. Reimbursement for 4***** . *************** ..************ I have included records of calls and forms filled out.

  Business Response

  Date: 11/28/2022

  We spoke with ************** on 11/28/2022 via telephone and we are working with our member to reach a resolution.

  Customer Answer

  Date: 12/01/2022

   
  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: 12/20/2022

   
  I am rejecting this response because:I put in a complaint with you . They call me two weeks ago said I would be hearing from them soon . I have yet to hear fro AAA To get reimbursed for my towing. Im sure you can look up details of firsts complaint . Claim number ******** The wait time to speak to them is hours. I have emailed them several times I want my reimbursement
  
  

  Business Response

  Date: 01/05/2023

  We have attempted to reach ************** via telephone/ email on 1/5/2023 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:11/16/2022

  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 November 14th, around 5:10 pm I contacted *** to let them know that I had a flat tire. Online, the *** said 71 mins after I submitted the request so that would have been about 6:30 pm. I never heard anything from *** and I called and spoke with someone (named Familiar?) and she let me know that the *** person had to go to ************, ** to tow someone and wouldn't be able to get to me for another 2 hours. I told her I would have someone pick me up and be back at the location of the flat around that time to have the tire changed. The eta online was then changed to about 7:31 pm so we returned to the location around 7:20 pm. Nobody showed up or even contacted me so I had to call *** AGAIN around 7:45 pm. I spoke with **** (I think was his name) this time and he put me on hold for ***** mins. When he got back on the phone, he apologized for the delay and I asked him what was going on. He let me know that the dispatcher for my area was NOT answering the phone so he couldn't get any details on the arrival of my technician to fix my flat. He then put me on hold again and I spoke with a dispatcher who let me know that the technician was now in Virginia dropping off a vehicle and would be to me in 30 mins. This was around 8:00 pm so we went back to the location of the flat tire to wait. It was 9:00 pm and we still had not heard from *** or had anyone show up for service. I returned home and called *** and they still could not tell me where the technician was. I cancelled the service because it has now been 4 hours and no one has done anything. I also recorded my conversation with the person on the phone. I asked her if I got someone to change the tire (besides ***) would *** reimburse me and she declined and said that *** could not do that (after she put me on hold twice and checked with her supervisor). She did cancel the service but this is ridiculous to pay an annual fee for a service that is NOT reliable and does not make efforts to communicate with it's customers.

  Business Response

  Date: 11/24/2022

  We spoke with *************** on 11/23/2022 via telephone and the matter was resolved to her satisfaction.

  Customer Answer

  Date: 11/28/2022

   
  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:11/10/2022

  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.

  Driver of tow truck ran vehicle through trees while on the back of a tow truck which caused several severe scratches and scruffs throughout cars outside surfaces. Neither ********************* or AAA Carolinas will pay for the damages, nor was I given a legitimate answer as to why they wouldnt repair what they were liable for. My insurance agency is also through the *** brand (Universal Insurance Company), and they would like me to put this under my comprehensive insurance, which I do not agree with. Name of tow truck company: ************** service in ******* **. The *** roadside assistance claim # is ******** My insurance claim number for our insurance company (AU32-100012316-02)

  Business Response

  Date: 11/16/2022

  Member has filed with his Auto Insurance Policy and would need to obtain information from ****** Wrecker Service to obtain their insurance information. AAA does not have that information to give to the member.