Business Profile

Travel Agency

AAA Carolinas

This business is NOT BBB Accredited.

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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

288 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/04/2022
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 tripe aaaon September 29 2022 they told me they was not gonna charge me to tow my car from pinewood to ************ and to call back when I ready for service I called back and was told Im not a member I called back again they sent a ref number for active service they set up service twice that day today Im talking to member relations and they say I have to pay for membership and I told them I dont have to I have proof Im an active member I told them I was lied to about service being done two days in a row and I told them I was out in hurricane winds wasting time endangering myself and wasting gas money cuz I was told service would have been done when I called back on the 29th and they still trynna make me pay
Business Response
Date: 10/10/2022
We spoke with ******************** on 10/10/2022 via telephone and the matter was resolved to her satisfaction.
Customer Answer
Date: 10/12/2022

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:09/29/2022
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.
My car had a coolant hose burst and it needed a tow. The tow truck driver was in a rush when loading my car due to his truck blocking a driveway someone was trying to enter. The car was dropped off at a repair facility and I received a call from the mechanic saying when he arrived the car was making a high pitch alarm noise, upon further investigation the car information screen was saying to place the car in Park even though clearly the car was in park and that is why it was making the noise. I then took the car to the dealership and they concluded a part in the shifter had been bent and it needing replacing. The car was towed for a blown coolant line when dropped off the shifter was broke. I have created a claim with AAA (********), submitted the repair bill and mechanic notes and there is no communication. I have called in 3-5 times and must wait on hold for 30min+ to speak to a human. I have no recourse but to fill this complaint in the hopes of finally getting some communication with the claims department and getting reimbursed for the damage done to my vehicle.
Business Response
Date: 10/05/2022
Communicated to member that another estimate is needed in order for AAA to mediate the case. If not member has to speak directly with provider.
Initial Complaint
Date:09/22/2022
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.
We subscribe to AAA Carolinas for our emergency auto services. Have been members since ****. Had a flat tire on Saturday Sept. 17, 2022. Called AAA at 4:36P. Responded and indicated that help would arrive to change tire 5:23P. No help arrived. Called back....on hold for 20 minutes. Finally answered and said that they would "expedite" the service. Called again at 6:12P and on hold AGAIN for 20 min. Gave up and told them that we would fix it ourselves so I had to travel 30 min to spend another 45 minutes changing a tire that was supposed to be done by AAA. They claimed that the service was completed and they NEVER showed up. We pay for 4 emergency visits per year. This was the first. We are seeking compensation for wasted time and gas. Thank you.********************
Business Response
Date: 09/23/2022
We spoke with Mr./Mrs./*********** on 09/23/22 via telephone and the matter was resolved to his/her satisfaction.
Initial Complaint
Date:09/14/2022
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.
Transaction 9/8/22-/ AAA membership #**************** /// MY TRUCK BROKE DOWN; 9-8-22 ******** ** , I called AAA for a tow , they told me a free tow up to 200 miles , my home is 186 miles from there, so everything was good! OK 10 minutes before tow driver was to arrive AAAcalled back asking information on my truck, year model., color , 4 door or 2 , duel rear wheels or not regular bed or flatbed, when I answered flatbed I was told they would not tow my vehicle due to AAAcompany policy and cancelled the tow. I was not told of this when they sold me the policy , I gave them the **** when making the purchase , wasnt told anything about a flatbed at that time, that should have thrown a red flag, So I called for help , and my neighbor went &got my personal truck & rescued us ,my *************** also, we were left beside the rd thanks to AAA-great service , policy cost me ****** asking for full reimbursement + fuel costs for 4 trips to get get the truck home cost me ****** this does not count for wear & tear, a blown out trailer tire, due to debris on the rd.my pay for driving & towing my vehicle home . This is bad business practices on AAA
Business Response
Date: 09/19/2022
We have spoke to the member and advised why the vehicle is not covered and where this information can be found. Member has also spoke with a supervisor, member must make a request for refund through member services.
Customer Answer
Date: 09/20/2022

Complaint: 18021302

I am rejecting this response because: I did speak to AAA , and no reason was given asto why they couldnt tow my flatbed truck, except that is company policy, and they would not honor my request for my out of pocket fuel costs, but they would refund the policy money, SO nothing has changed from my original request, that is why I made a complaint to the BBB IN THE FIRST PLACE

Sincerely,

***********************
Business Response
Date: 10/06/2022
We spoke with **************** on October 6, 2022 and have refunded his membership in the amount of $129.00. **************** was advised during his initial road service request that his flatbed vehicle was not eligible for roadside assistance.
Initial Complaint
Date:09/14/2022
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.
Description I canceled the auto renew on this account effective September 30, 2021. However, I was billed $54.00 on august 15, 2022on my **** card. Please refund the $54.00 back to my **** or I will file a BBB complaint and I'm also sending this to my bank. Here is the transaction from my statement AAA MEMBERSHIP RENEWAL ************ ** Amount: negative fifty four dollars $54.00
Business Response
Date: 09/15/2022
Supervisor ************************* spoke with ************** on 9/6/2022 and advised the payment was voided and not taken.
Customer Answer
Date: 09/23/2022

Complaint: 18020142

I am rejecting this response because:
Complaint ID:
********
Date Filed:
9/13/2022

************************,

I see that the BBB has closed my complaint even though AAA Carolinas never refunded the $54.00 to my **** account. The supervisor ************************* ************** said she spoke to me. She sent me an email that the **** was never charged and that isn't true. I will have my **** do a chargeback because they are being unethical about this matter.

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

Sincerely,

***********************
Initial Complaint
Date:09/06/2022
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 called and was promised a card within a few days never received it customer ********************** I called numerous times no help complete disaster please cancel and give me a full refund. Your company did a horrible job I called once for a jumped battery and got no help. You guys left me stranded and took my money and never sent me my membership cards please refund my money
Business Response
Date: 09/07/2022
We definitely want to make sure when a member ask for a refund they receive the refund. The request for refund has been submitted and can take 5-7 business days to go back on the card that is on file with AAA
Customer Answer
Date: 09/15/2022

Complaint: 17901817

I am rejecting this response because:I had a bbb complaint against aaa and was promise a full refund of 129 and never received it. I called customer care today and was told my account was still active and I would only get a 119 dollar refund. I am demanding my full 129 refund asap, you guys promised it to me on the other bbb complaint. You failed to provide service when I requested and I promptly requested a refund on here thru bbb please refund my full amount asap. I am contacting channel 9 news they stated to me via ******** that aaa has plenty of people sending them messages about poor service. Refund my full 129 and not just 119

Sincerely,

********************************************
Business Response
Date: 09/29/2022
We spoke with ******************** on 9/29/22 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:08/17/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a membership with AAA Carolinas since 2019 (recently upgraded). On August 16, 2022, I called to get a tow of my vehicle. I am allowed 3 services a year. I am on my 3rd service for the year, and was told that they only allow 1 tow to a service provider. This is not what is in my agreement, and I have not had any problems in the past.
Business Response
Date: 08/29/2022
Member is entitled to 4 entitlements per membership year, member does get 1 tow per breakdown if a tow is requested for the same breakdown. Only 1 tow will be honored under membership.
Initial Complaint
Date:08/01/2022
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.
My auto insurance is automatically withdrawn from my bank account on the 24th of each month in the amount of $101.36. However, on July 26, 2022 AAA Insurance, known as the Members Insurance Company, withdrew $304.08 from my checking account; this is a mistake. I immediately contacted the company. The had no record of the $304.08 being taken out of my account, so I contacted my bank, ******************** in FL. My credit union told me that $304.08 was indeed withdrawn from my account by AAA Insurance. After several phone calls to the company and attempts to resolve the mistake, an agent with my insurance company finally admitted that an error was made in billing me for my auto insurance for July, but he stated that their accounting department had not yet addressed the mistake and started the refund process.This is outrageous; the company has made a mistake at my expense, and they are taking their time to resolve the issue. The company owes me $202.72. I am not a wealthy person, and the money they took from my account has created a hardship for me. Please help. Thank you! *******************************
Business Response
Date: 08/03/2022
On August 3, 2022, we were unable to reach this customer by telephone. Our ********************** representative left a detailed message on voicemail that the refund was being processed by our Accounts Payable team and would be sent overnight express delivery for 08/04/22. We apologize for the delay in getting this refund processed.
Initial Complaint
Date:07/19/2022
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.
Please I do not want to deal with *********************** *** with members services again. I have already spoken with him multiple times. I would like to speak with a *** REGIONAL Manager over the ********* ** area. I have requested a phone number or contact person but keep getting ******************. The *** CS representative was trying to reach ***********************' S BOSS BUT HE WAS ON VACATION last week. ****************** did ask.me what I wanted and I responded that I was thinking about canceling my membership but if he could cover my annual membership for free and he did it. I also requested To speak with a REGIONAL manager but he stated he had no #. There was no compensation regarding the damages to my car from an Roadside Assistance call made on 6/24/22. And Rescue Tow Truck Services came out and incorrectly jacked my car resulted in damages to my car. Rescue tow truck had informed that the damages were paid but I had GEICO to get involved and my car is still being worked on NOW at Caliber body shop. This has been frustrating all for a tire change with *** services. I have been a loyal customer and member since **** with *** ***********************. I felt disrespected and wanted to speak with a Regional ********* Manager at *** in **. *** needs to investigate ******************* They were very rude to me. I called *** to my home for roadside asst. on 6/24/22 regarding a flat tire that needed a spare on it until I was able to go in the morning to Discount Tires. The tow truck driver named ******* with Rescue Tow Truck Services at with ******************* ********* ** was supposed to be changing the tire but ended up positioning the tire **** up incorrectly. I heard a noise and asked him what it was and he said it was just me. The next day I opened my car door and I seen some damages to the car at the bottom and when I took it to get estimates at another Shop they reported additional damages to my car. I took my car to their body shop. My car still not fix. Geico my insur is helping me now.
Business Response
Date: 07/20/2022
AAA provided the member with a credit voucher in the amount of $89.00 to be used towards their next membership renewal.
Customer Answer
Date: 07/20/2022

Complaint: 17585632

I am rejecting this response because: I have already spoken to **************** on today. ALthough I didn't get to speak with a REGIONAL manager ********* I will accept that AAA will be looking into their business and investigate in dealing with Rescue ***************** that damage my vehicle. Thank you for responding back to me. I know that you don't know the whole story of this incident. I had to get my insurance involved because of so many disrespectful things happening and I was frustrated and tired. As of today I still don't have my car back. It is getting fixed through GEICO. I was requesting to speak with a AAA REGIONAL Manager but it just seems to go to either ******************* or someone in the monitoring. I know about everything that transpired between me and ****************** and my request for covering my annual fee. My next question was to speak to a Regional ********* Manager which I haven't gotten yet.

Sincerely,

*********************
Business Response
Date: 07/21/2022
Service Monitor ***************** spoke with ************** to advise of options in the future and noted her concern about Rescue Tow Truck and also forwarded concern to Field Representative and Manager. We have closed this case.
Initial Complaint
Date:07/19/2022
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.
We have been members for 7 years now. In that time, we have called to use your towing service 5 times. None of those calls resulted in a wait time of less than 2 hours. Recently my transmission overheated on the interstate. We called for a tow truck and no one ever showed up so we had a friend tow us home. We then called a tow truck to come pick the car up from the house to bring to the dealership. IT TOOK 2 DAYS FOR THE *** TO BE PICKED UP! Most recently, and the worst experience thus far was Friday July 15th. I was driving home from a baseball game with 3 children. I was an hour away from home and my engine overheated. I called *** for a tow and was told it would be there within an hour. I received a text message with a service number. The truck never showed up. I called again and they couldn't find the service call even though I had a message confirming it. They then called a second truck telling me it would be expedited since I had children and it was getting dark. Never showed again! At this point it was 11pm! I called back and their response was "I'm sorry, but there were never any trucks available and it'll be another 2-3 hours before one can get to you!" So here I am on the side of the road in the dark with three children at 11pm and you want me to wait another 2-3 hours for a truck. Completely unacceptable! I asked the dispatcher, if I hadn't called in were they planning on letting me know that a truck was never going to show up and she said no they wouldn't have ever called me! During this time a police officer pulled over and gave me the non-emergency number so I could call my own truck. I asked the *** dispatcher if I could get my own truck would I be reimbursed and she said I could try to. So after waiting 5 hours on the side of the road in the dark with 3 children and being told there were no trucks available, I called a local company and within 15 minutes a truck was there!
Business Response
Date: 07/20/2022
This member requested a full reimbursement for $206, instructed member on submitting request to her home club. Member has done so, this matter is resolved.

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AAA Carolinas is NOT a BBB Accredited Business.