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:10/26/2022

  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.

  I purchased a AAA membership on August 02, 2022 - I paid $94.00 for my yearly membership (Membership ID **************** On Sunday, October 23, 2022 - my wife was in **********, ** with a friend that has stage 4 cancer. They were in the process of meeting up with several friends for ******. My wife's car broke down on the side of the ********** could not get it restarted. She reach out to AAA and was informed the membership i purchased back on August 02, 2022 was cancelled by AAA Management and we should have received a letter for the reason. My wife stated "we had not received a letter from AAA" asked for a better explanation. AAA Customer ********************** stated they could not provide her with any additional information. I also reached out to AAA Customer ********************** on Sunday after my wife. I provided them additional information surrounding my wife's situation and asked for additional assistance. After being on the phone for approx. 40 minutes the only resolution AAA could provide was to have my wife's cancer friend purchase a AAA membership $94 and escalate the services (additional $60) - possibly they could provide the roadside assistance my wife was requiring. We made alternate decisions to focus and my wife's friend's safety and took the necessary course of actions to accommodate her special needs.I reached out to AAA Carolinas today & requested information surrounding my AAA membership. The only information AAA provided was my membership was cancelled by AAA ************** should have already received a letter surrounding my cancelled membership. I was informed my credit card was credit for my membership. I would like more info on why my membership cancelled I have reviewed my credit card ************** discloses that I paid AAA $94 on August 02. I was credited $84.00 on August 04. While I was on the phone with AAA, I questioned the $10 shortage, I was informed it was due to a $10 non-refundable fee that applied to my membership when I ordered it.

  Business Response

  Date: 10/31/2022

  Our records show that the ********* Group notified ************** in writing on June 3,2019 regarding the decision to cancel his membership, in accordance with our established policy. ************** attempted to rejoin the ********* Group on August 3, 2022 and his membership was cancelled with a pro-rated refund. As stated in our AAA Member Handbook, we reserve the right to impose surcharges and/or Road Service limitations, downgrades of a Membership type or cancellation of a Membership at our discretion, without prior notification.  Reasons for cancellation can include but are not limited to verbally or physically abusive behavior,material misrepresentation, excessive Road Service usage, or substantial breach of contractual duties or conditions.  We made this decision with great care and are unable to provide any further comment or information regarding the decision and/or his personal account information.

• Initial Complaint

  Date:10/25/2022

  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.

  I been waiting on refund on my card. I have several rep on recorded line indicating the refund was processed on Oct 5,2022 I have yet to receive. Now another rep on Oct 18,2022 indicated a check was mail.

  Business Response

  Date: 10/27/2022

  We have attempted to reach **************** on 10/27/2022 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:10/19/2022

  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.

  On 10.19.22 my son called AAA for roadside assistance at 6:01am (call/reference # *****). He is covered under my membership (****************). He was told someone would be there to assist him in approximately 1 hour. At approximately 6:30am he received a call with a voice mail message stating that someone would be there to assist him at 10am. I called AAA myself at approximately 6:45am and they told me that a driver had not been assigned to the call. They instructed me to return the call if someone had not responded in about an hour.Because of the delay and the thought of our son sitting beside the road for this amount of time, my husband traveled 45 miles (50 minutes) and missed 2 hours of work to assist my son. By the time my husband left the scene (8:40am) AAA services had still not arrived. My son received a call at approximately 8:30am stating the estimated arrival time was 9am. I called AAA and their explanation was that at 6:29am their driver responded that he was unable to respond to the call. A driver did not check in route until 8:15am. I expressed my dissatisfaction with their services and they agreed to discount my next year's subscription by $75. My concern is that there was a delay of 1.5 hours from the time one driver stated he could not respond until another driver was assigned to the call. This is not acceptable when their customer is stranded along side a busy highway. I am very dissatisfied with their service.

  Business Response

  Date: 10/21/2022

  We spoke with ***************** on 10/21/2022 via telephone and the matter was resolved to her satisfaction.

• Initial Complaint

  Date:10/17/2022

  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 10/16/22 whl a passenger in my son's car, the car stopped on the interstate about 50 Miles from our destination and we needed a tow. Lady asked if I had ID and registration card. I reminded her again I was only a passenger but I had my LIcense and ************************* card. She then said I was required to have my Registration card, even if I were only a passenger. She then proceeded to tell me this had been a policy for several years which I disputed because as I told her who carries their own registration when in another person's vehicle and as I told her I have never been informed of this. When the call ended I called her back to request a ow and was told she would notify the towing company. After an hour and a half of waiting on the busy internet, I called another independent towing company to tow car and a Uber to take us the 50 miles to our hotel. after the lady said it would cost **** per mile to tow it over the 100 miles in my plan. This was the worst service I have had with this company. Not only was the lady rude but she was not knowledgeable. Look on all the *** ads, not one tells you you must have your own registration card when you are in another vehicle. I will make sure everyone know this compasny service is not what it used to be and certainly ot worth the fees.

  Business Response

  Date: 10/19/2022

  We spoke with ************** on October 19, 2022, via telephone and the matter was resolved to her satisfaction. 

• Initial Complaint

  Date:10/14/2022

  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.

  Contacted AAA to have my recently purchased battery (May 23, 2022) tested/replaced. placed call on Monday, October 10, 2022 @ 1:30pm told Rescue Tow Truck would be at the house by 4pm (then auto message 6-8 different times of new estimate time of arrival) and finally at 8pm tow truck arrived. The driver said the battery was good according to his test (with my mechanic on the phone line listening and asking questions). This driver was not helpful trying to truly determine if the battery was faulty. 2 days later, October 12, 2022 went to Autozone had battery tested - failed battery/0%.So on Thursday, October 13, 2022 at 4:30am I recalled AAA to have a battery test in hopes that my battery would be replaced, told would put in information but call back at after 8am to make sure call service was dispatched. called at 8:30am told dispatched to Rescue Tow Truck again and service would be at 11:40am. continued to received AAA auto calls of different times and at 1pm called and was told the company declined the service. AAA never did any follow-up throughout this 4 day ordeal nor after talking with "suppose to be" management in ERS Product Specialist and Escalation Dept.How do you do a customer like that? No regard for the distress of a 84 year old man waiting to have his car service. AAA Carolina fail me in giving me peace of mind on the road and beyond. And they did not honor their statement of backed by a nationwide 3-year free replacement warranty. BACKGROUND: my mechanic had thoroughly checked out the vehicle & determined the battery was bad. Also attached is a screen shot of the test done by Autozone that states the battery failed at 0%. End up having to rent a vehicle because every time to use my car had to be jumped started.

  Business Response

  Date: 10/17/2022

  We spoke with ************************ on October 17, 2022, 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:10/12/2022

  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 have been a AAA member since ****. I have 4 family members and we renew on June of each year. I pay in full on time each year, I get the 4 cards, and life is good. This year I did not have cards in the billing statement, but did not think too much about it as it was before the due date and thought they may have changed their card delivery process. I noticed in August that I still did not have new cards and 2 of my family members are college students and were going off to school and needed the cards, so I called about the cards being missing. I was told that they sent them out and they would send them out again. I have a PO Box in ******, ** and I get my mail, including all the junk mail AAA sends for life insurance etc. But no cards. AAA Customer ********************** said it was not their problem, and that is was MY problem. I contacted the post master and he said all he could say was for them to send the cards with a tracking number. I called again in September, and then again on October 3. By October 10, I was furious and called again and demanded a tracking number. They refused to do that. They refused to do anything about it and said there was nothing they could do. When I said I wanted a refund if I could not have the cards, they said they would cancel me but there was not refund. They told me their supervisor could not help me. I called alot of their numbers and all they said was they could not help me. The last representative really said it all today: They have no obligation to take my call. What the heck AAA? I have been a member for 40 years!! No cards? I am not happy. How hard is it really to send me the cards or to get a **** tracking number. I want my cards. I will not be renewing with AAA.

  Business Response

  Date: 10/18/2022

  We spoke with ******************* on 10/18/22 via telephone and are working diligently to resolve this matter for her.  We will provide an additional update once we have closure on this case for *******************.

  Customer Answer

  Date: 10/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/12/2022

  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.

  Got a flat tire and had a *** -so no spare tire, just a foam kit which would not work. Called AAA and asked for a tow. Told me I would get a call from tow truck ** telling me what time theyd arrive. I called back when I had not heard from them. Was told a time. After that time called back was told another hour. After third hour, state patrol stopped and told me I had to get car towed right away due to it being unsafe -which Id told dispatcher. We had to sit in **ld on grass on other side of guard rail. He called and had us a tow in 15 -20 minutes. Still no tow from AAA. So I called and canceled tow with AAA. Cost me $100 for the tow. I and the two people with me are **nsidering canceling our memberships as is my daughter.

  Business Response

  Date: 10/13/2022

  We spoke with ************** on October 13, 2022, via telephone and the matter has been resolved.

• Initial Complaint

  Date:10/10/2022

  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.

  I had to have my car towed from my home to a mechanic back in June 2022. I called AAA, where I have been a member for 22 years, and a wrecker was dispatched. I was told that I had to pay the wrecker service and then request a reimbursement from AAA. I gave the wrecker service my credit card and a transaction appeared on my credit card statement for $203 on June 10, 2022. I called AAA when I saw the charge and asked for a reimbursement. I was told to fill out the online claim form, which I did. I received an email on 6/16/2022 stating that they had received my claim but I had to provide a "paid itemized receipt on company letterhead showing the service provided to you." After several phone calls I finally reached a AAA office in ******* who was able to send me the receipt. It turns out, because my car is a Lexus, I was actually paying AAA when my car was towed and then I had to turn around and request a reimbursement from AAA. The person I finally reached who was able to provide me with the receipt agreed with me that this was ridiculous, but, whatever. I scanned the receipt and emailed it by "reply" to the previous email and heard nothing for weeks. I called again, getting routed to six different departments. I finally found one person who told me they were going to cut the checks tomorrow and mine would be in the mail. I still have not received my check. Between the person who told me the checks were being cut and today, I have contacted them 3 different times. Every time they say they show my claim being filed but can give me no additional information. Obviously, I would like to report poor performance on the part of AAA Carolinas and would like my reimbursement ASAP, before I have to resort to legal means.

  Business Response

  Date: 10/13/2022

  We spoke with ******************** on October 13, 2022, via telephone and the matter has been resolved.

• Initial Complaint

  Date:10/04/2022

  Type:Billing 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 Triple a on August 8, 2022 for a tow, it was service request #*****. After I placed the call, no tow truck drivers showed up, and after three hours no one had even called to tell me they were on the way. I ended up calling ********** towing who showed up within 10 minutes of calling him. He charged me $125. A whole 24 hours went by after the incident and still no one from triple a called me to follow up on my request. I filled out a form for reimbursement, and of course no one ever contacted me about that either. I am seeking compensation as promised by triple a in their user terms for customers who have to pay for third party services when they have a triple a plan.So far I dont know what Im paying for with triple a, they seem completely useless, but they wont hesitate a second to charge your credit card when you renew your policy.

  Business Response

  Date: 10/10/2022

  We spoke with *************** on 10/10/2022 via telephone and the matter was resolved to his satisfaction.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18166391
  
  I am rejecting this response because:

  1. You claimed you sent a reimbursement check to my fathers address on sept 9 22. He never received a check.

  2. You claimed to have sent the check there in error as it is the main address on our family plan, despite the fact that I gave you a proper address on the complaint.

  3. It took me making this complaint in the first place to get a response about what you claim was an error even though I tried to call back multiple times and got nothing but crickets.

  4. I have not received the money yet either, but you said I can only be reimbursed up to $97 when the towing cost was $125. Im not going to worry over $28 but that is ***** abd ridiculous on your part.

  5. The entire reason I filed for reimbursement was because I placed a call for a tow and nobody showed up or called me even after 24 hours went by. I believe that warrants a full policy refund as I paid for a service that was not rendered, however, we will see if a check for $97 ever shows up in the first place and cross the refund bridge when it does.

  6. I am personally tired of trying to deal with you over such ***** nuisances and find your response to be completely unsatisfactory given the circumstances.

  You have been mostly useless throughout this entire process given that the BBB had to get involved for you to do your jobs.

  0/10

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

  Business Response

  Date: 10/18/2022

  We spoke with **************** on 10/18/22 via telephone and the matter was resolved to his satisfaction with the full requested refund amount.

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/04/2022

  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 am a AAA member and on July 2nd I requested roadside assistance (locksmith) to unlock my vehicle. ******* Auto was contracted out to complete the service. Afterwards I had noticed scratches and dents on the drivers door and car frame from the tools used. When driving the door sounds as if it were open as the door has been misaligned as there is a gap between the door and frame. I filed a claim through AAA on July 5th and ******* Auto did not take responsibility/ offer a resolution until Sept 12th. Between July and September I called AAA/ ******* several times to check on the status of the claim and obtained two car repair estimates at shops of my choice requested by AAA. Both exceeded $2K in damages but I was told by *********************** (AAA) that I would have to resolve the claim on my own with *******. ********* offer was to pay out $400 which is significantly lower than both the estimates or have my car fixed at their shop of choice. ******* stated the damage to my car is in the thousands but they receive a discount at their partner shop (****'s) hence the $400 payout or repair. They declined to fix the dents but only paint/ align the door and frame but not fix the dents. ******* stated they would not offer a rental car in the meantime. As a AAA customer I expect mediation and support from AAA as I pay for this membership. As a consumer I have the right to have my car fixed at a place of my choice or be paid compensation commensurate with the damages. I have felt truly unsupported, frustrated and an overall lack of professionalism from *********************** in handling my claim. If the claim is not resolved in a timely manner, I will not be renewing my AAA membership.

  Business Response

  Date: 10/07/2022

  ** attempted to contact the member several times to advise of the previous options give. Member will need to respond to **** or the provider. SM *********************** has attempted to mediate a reasonable resolution with the member.