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:12/13/2024

  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 requested a roadside assistance and *** sent out a service tech from a company that they contract with. The gentleman that came out proceeded to try to get my spare tire out of my car for almost 15 minutes. He kept saying it was "stuck". There is a bumper around the base of the tire that he kept bending and stretching however it wouldn't come out. I asked if he wanted the manual for the car several times and he said that he didn't. I watched him struggle with the piece of my car some more and then he fine forced it out of the car. The tire was still stuck. I asked him if I could try and he allowed me to finally. I noticed two handles on the back of my third row and simply pulled them. The seat raised up and the tire easily came out then. I called AAA later to inform them that he dame the "tire bumper" trying to pull it out of the car improperly. I also provided them with a statement from my dealership saying how much the piece is. When I was taking pictures for the *** resolution department, *******, I also noticed that the service tech had left a broken piece of the bumper simply laying on top of the bumper. He never even told me. When I spoke to the *** resolution **** to get an update, she indicated that due to my car still "functioning", AAA would not be doing anything regarding the issue. This has to be the worst customer ********************** experience that I have ever had. I have been a been a member since 2018 in North Carolina and to be treated like the damage isn't important basically tells me they don't care who they send out to your car.

  Business Response

  Date: 12/16/2024

  We are sorry to hear about your experience with the tire change. This is a Styrofoam piece that holds your spare tire into place, in your trunk under the lid. Ms. ****** is requesting $700 to replace the whole Styrofoam compartment, for a 1-inch piece of Styrofoam that was broken off while removing the spare. This does not warrant repair, and we consider this matter closed. I have attached the picture with the 1-inch piece that was broken off. Ms. ****** advised that the spare still fits inside the compartment.

• Initial Complaint

  Date:12/11/2024

  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's transmission overheated on Saturday 9/21/2024. I called for AAA road side assistance and was told that no technician is available in that part of NC state, i.e. *******, **. I asked for information on the nearest *** approved car repair shops. Even though the agent had the address of a repair shop, she would not give me any other information as to the drop off rules while the shop is closed. I was told it was up to me to figure it out since it is my car and not theirs. I was told that *** membership only provides a towing service, nothing else. I agreed to be towed to the nearest shop. I waited for the tow truck that never came. After 2 hours of waiting, I decided to slowly drive the broken car on my own.I asked AAA for assistance to find a car rental and was connected to Herz agent who gave me the address to the only Herz location in the town of *******. When I got there, I discovered that the doors are locked and the place looks like it might be out of business. *** agent kept stressing to me that *** membership provides no other assistance to the drivers accept towing even though *** company advertises many different services. Her supervisor **** said that it is correct, and I can quote her on that: "AAA does not provide anything else in *******, **, just towing service." I was unsuccessful in trying to find another rental company on my own. I was afraid of being stuck on the side of the road in a dark alone with my special needs son. I went to the nearest hotel and stayed there for the night. The next day, on Sunday, 09/22/2024, I called many rental companies in ******* on my own, and found one that was open on a Sunday. My car was repaired by Auto Master of Hickory. *** told me that if I used AAA approved repair shop, I will get 10% discount. That was also not true. The discount was not given. I submitted a CAR TRAVEL INTERRUPTION claim to AAA, but they keep bouncing me back and forth already for 2 and a half month.

  Business Response

  Date: 12/18/2024

  We spoke with Mrs. ******** on 12/18/24 via telephone and the matter was resolved her satisfaction.

  Customer Answer

  Date: 12/19/2024

   
  I am rejecting this response because:
  So far I have not seen any resolution. Nothing was reimbursed so far.

  The 10% discount at the select AAA approved location for car repairs turned out to be only $75. The repairs were $4413.86. That would have been $441.38.

  I would have accepted even $75. However, AAA of ** is making it impossible for me to collect. The representative I spoke with on 12/18/2024 told me that she can apply $80 as a credit to my AAA account which I would be able to use only for buying another year of *** membership which has no value to me, because I do not wish to deal with their business anymore.

  The 10% discount at the *** approved locations was supposed to be in actual money, not a credit or coupon for something  do not want. I believe that *** should reimburse me for that with a check that I can cash.

   

  Business Response

  Date: 12/19/2024

  We are sorry, but the repair facility is claiming that you did not show them your AAA card, and you said you did. We cannot take one word over the other. You can try and work this out with the repair facility, but we can't refund you any money, that's between you and the shop. 

  Customer Answer

  Date: 12/19/2024

   
  I am rejecting this response because:
  This proves my point that *** of ** membership is worth nothing. Businesses affiliated with them are also not honest. We came to pick up the car as a family - 3 people. My husband witnessed when I personally asked ***** about our 10% *** discount. He directed us to the cashier saying that she will handle everything concerning the bill. But the cashier (I don't remember her name) said that all possible discounts have been applied. However, as you can see from the bill attached there is nor *** discount reflected on that. The cashier did not ask for the *** card. If she would, we would have presented it. She just refused to give a discount. 

  $75 is not much. This is about honesty of the businesses involved. I think the job of BBB is to expose fraudulent advertising. I did not record myself asking for *** discount on video. But other customers need to know the truth about ***. 

• Initial Complaint

  Date:12/11/2024

  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.

  On Oct 7, 2024 AAA replace my ****** car battery with incorrect a battery. The cost $259.99. On Oct 9, 2024 ****** replaced battery and I filed a reimbursement request with AAA. On October 15, 2024 *** approved the reimbursement and stated I should receive a check within 7-21 days. I e-mailed ****** ****** on 11/17/24 and 11/26/24 about status of check. No reply. On 12/3/24 I called AAA about status and the lady said she would contact ****** ******. HIs reply on 12/4/24 was that he did a Disbursement inquiry. On 12/9/24 I followed up again and received the same answer , still in Disbursement. We do not live in the Stone Age any longer, we have technology to follow-up on problems. I feel like I cannot get a straight answer as to why I have not received a check and what if anything they are doing?

  Business Response

  Date: 12/11/2024

  We are sorry about the delay, but a new check was just approved by our back office on 12/9/2024, as the previous one was lost in the mail. You should receive the new check within 1-2 weeks. Please note that the check will come in a plain white envelope, AAA will not be noted on the envelope anywhere. 

  Customer Answer

  Date: 12/11/2024

   
  I am rejecting this response because:  Once I actually receive the check I will be satisfied that AAA actually means what they say.  They stated up to 2 weeks to receive the check. That in itself is to long but I will wait and see if they honor their word.  I have already waited to long.
  

• Initial Complaint

  Date:11/26/2024

  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 put in a service request at 12:23am that was created. AS OF 5:26AM THERE STILL HASN'T BEEN A RESOLUTION FOR THIS MATTER. I REQUESTED FUEL SERVICE, I WAS TOLD MISINFORMATION ABOUT REQUEST. PLEASE CONTACT ME AT UR EARLIEST. CONTACT

  Business Response

  Date: 12/05/2024

  We have attempted to reach Ms. ****** ****** via telephone/email the last 2 days with no response.

• Initial Complaint

  Date:11/23/2024

  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 11/22/2024 the vehicle I was in was involved in a traffic accident in ********** **. I contacted *** and initiated a ticket for a tow. It has now been over 21 hours and I still have not had the vehicle towed I have spoken to several individuals who said the matter is waiting to be assigned to a service technician I got one automated phone call the first time to the second time I called and once the third time I called . Each time I get to call it says I am in line waiting for a service provider.

  Business Response

  Date: 11/25/2024

  We spoke with Mr. ***** on 11/25/24 via telephone and the matter was resolved to his satisfaction.

• Initial Complaint

  Date:11/19/2024

  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 September 23rd, my vehicle failed and AAA was called to Tow. The contracted *********** called me en route to my location, to ask will the vehicle go in NEUTRAL, in which I told them NO. Upon arriving, my vehicle would turn on but not crank/fire, and I asked them to Tow the Vehicle. They did not know how to use the proper techniques to load my vehicle, in which they proceed to try and crank my vehicle over 100 Times in a 1 Hour Timeframe. If the vehicle would not crank in ***** minutes, common sense would be to tell you to LEAVE IT ALONE. However, They continued on and on until it was completely dead. Upon Mechanic inspection, the mechanic wrote in the repair order that AAA Tow Truck driver was the cause of the completely drained battery. I filed a reimbursement claim, and AAA Declined it saying that it was due to the fuel pump module issue. Although this CAN be an issue, the real reason this happened is due to the Tow truck driver being on scene for over an hour continually cranking my vehicle to try and get it to go in *******. The Logic here - IF my battery was dead when they arrived, or even 20 minutes in, they would have left, correct? If they were there for an HOUR continually trying to crank it, this proves the battery was NOT dead when they arrived. They ONLY LEFT the scene (WITHOUT MY VEHICLE) After they completely drained my battery.

  Business Response

  Date: 11/20/2024

  The reason we denied damage was that your battery was dead before we arrived. The driver did not crank it over 100 times, that's completely against our policy and they would not spend that much time doing this as they run from call to call and have time limits. If your vehicle wouldn't start when we arrived, your battery was already drained. We consider this matter closed. 

  Customer Answer

  Date: 11/21/2024

   
  I am rejecting this response because:
  This is absolutely inaccurate. When they arrived, the vehicle would not crank, however, the push button Would turn on all electronics in the vehicle. They were at the scene for almost an hour trying over and over to Crank my vehicle to put it in neutral so that they could get it on the tow truck  They wasted a ton of time and did not know what they were doing. When they finally ran the battery completely dead when they left the scene leaving me to call AAA again to call a second tow truck driver to bring the correct tow truck to tow my vehicle. Your information is inaccurate and it is extremely false. 

  
  I have photos and videos of the electronics on the dashboard when they arrived with the battery gauge showing that the battery was good. It is timestamped. 

  Business Response

  Date: 11/21/2024

  If your vehicle's battery isn't cranking, it's dead and you either need a charge or a jumpstart. With the battery already in that condition, it's considered a pre-existing issue. Also, you cannot crank the vehicle on over 100 times with a push start. BBB, we consider this matter closed. 

  Customer Answer

  Date: 11/21/2024

   
  I am rejecting this response because:
  Please logically think through this and see my attachments. 
  The first to group that showed up did not know what they were doing, and they continually tried to start the car to put it in neutral because they did not know how to tow the vehicle without putting it in neutral. This is why they continually try to crank the vehicle and when they completely killed the battery that is when they left and they left me stranded on the side of the road in which I had to call AAA back again to get a second ****** out

• Initial Complaint

  Date:11/18/2024

  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 filled a complaint on 11/06/24, regarding roadside assistance for 10/28 24 because I had to wait a hour and a half. Their response was people in unsafe locations they try to get to first. That's ok. But..... On 11/01/24 I needed roadside assistance a different vehicle, I was in a ********** parking lot, my first call to to them was approximately 2:30, between 2:30 and 8:30 pm there were 18 to over 20 phone call placed to AAA, The last phone call was from a driver at 8:33 pm telling me he would be there in 20 minutes, by this time I was panicking and in tears because they had left me there over 6 hours. Ever time I called they told they were going to have to put me back in que. I am 70 years, and this was totally unacceptable, regardless of my age. I am still working full time and missed a full shift of work due to this. After 8 pm I called a towing company myself. It was ********** Wrecker, he was wonderful, he got jump started my car, waited patiently to make sure it had time to charge so I could get home safely. The time on my bill was 9:16 pm. His shop is less than 10 minutes from my house. It was too late for me to go get my battery checked and buy a battery. So Mr ******** came to my home the next morning with a mechanic and took my car to his shop to check everything out. It was the battery. I purchased another battery. He drove my car back to my house, I took him back to his shop. My after hours jumpstart was $90. But he did not change me anything for all he did Saturday morning. *** said they would investigate and reimburse if they felt it was there fault. Which it was. I have requested reimbursement. I finally got home a little before 10 pm that Friday night I was an emotional wreck. People had started coming and asking me for money, it was an awful experience.

  Business Response

  Date: 11/20/2024

  We spoke with the member and have applied an Entitlement Credit for the inconvenience. The delay in service has been escalated to our local team and will be reviewed to make sure it does not happen again.

• Initial Complaint

  Date:11/14/2024

  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.

  My travel companion and I booked a trip to ******** in May of 2023. We paid $13,628.60 plus travel insurance for about a total of close to $18,000. We received our itinerary with flight connections 8/12/2024. We departed on 9/1/2024 to ********* and were scheduled to leave on 9/13/2024 from *******. When we went to *************** to leave the airline attendant told us our tickets were not valid and were canceled by the booking agent, which had to be AAA travel. When asked what we should do she said we needed to get a hold of them. I called the only number I had and the voicemail said they would not be in the office until Monday, this was Saturday morning. We were 2 senior citizens stranded in a foreign country. Since we had flown with American Airlines I called them. The agent was very helpful, but said our flights were booked through a third party and they would have to fix this. After I explained our situation he called the help desk and they agreed to help us since we did have tickets. After 2-3 hours on the phone with them and multiple calls, we were finally booked on different flights and airlines. This was very physically and emotionally stressful for us. We paid *** a lot of money to handle every detail and they dropped the ball. I am requesting a refund of the monies they recieved.

  Business Response

  Date: 11/18/2024

  We have spoken to our member and come to a resolution. This matter should now be closed. 

  Customer Answer

  Date: 11/18/2024

   
  I am rejecting this response because:
  I did not speak to ******* ***** from AAA. He left me a voicemail and I am awaiting a call back. He emailed my traveling companion, but she did not file this complaint. No resolution 

  Business Response

  Date: 11/19/2024

  We have spoken to Ms. *** and resolved the matter with them. 

• Initial Complaint

  Date:10/30/2024

  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 daughter borrowed the car and was supposed to get gas, bit brought the car back empty. As I was trying to make it to the gas station I ran out of gas. I called AAA of the Carolinas. They sent a kid out to bring me some gas. He put the gas in the car, checked my battery. He said that my battery was strong and just told me to keep trying to start it. I sat in 90 degree weather with nothing to eat or drink and I am Diabetic, after three hours of trying to crank the car, I called them AAA back and asked for a tow. They towed it to my my mechanic who determined the high pressure fuel pump needed replacing, the car did start then, but was running extremely rough. He checked the gas in the tank and discovered it was mostly water. He drained out the gas put in by ***, and had to clean out the fuel lines. Put more gas back in and it started and was running fine. I have filed two damage claims with them and both were denied. When I sent them a copy of the bill, I also sent them a photo of a water bottle that he had drained some of the gas into. You can clearly see where the water and gas are separated, showing almost 80% water to 20% gas. I had to pay $845.31, to get my car back running, and I deserve to be compensated for my loss. When the kid put the gas in, he said it might be hard to start, wished me luck and left. I have had AAA for years and this is the worse service I have ever had. If I have to file a claim through the court, I will ask for more than just the bill since I will have to take off work to do so.

  Business Response

  Date: 10/31/2024

  We conducted a thorough investigation into the claims made about us putting in water instead of fuel. The reason your damage complaint was denied was due to the fact that we have a receipt showing the fuel that was bought and brought out to you. So your issues aren't with AAA, they would be with the gas station. 

  Customer Answer

  Date: 10/31/2024

   
  I am rejecting this response because: I have a paid membership with *** to render road side assistance when I have trouble. Your problem would be with the gas station,  my problem is with your company. I am paying your company to give me reliable service when I'm having car problems. You didn't afford me the excellent service I have gotten in the past, instead of making sure my problem was solved and on my way, your driver put bad gas in my tank, and without trying to help me start it and make sure I was taken care of, he wished me luck and left.i don't think I have ever had this bad of service from anyone. This is not what I am paying you for. I call to get me going again when stranded, not leaving me there to fend for myself. It is your responsibility to give the customer quality ********************** and product, not mine. As long as I've been a customer,  I cant believe you are trying to put your responsibility off on the gas station. You should go after the gas station not me. My problem is with your service that has cost me great inconvenience and money thst your company is responsible for. I will not stop until you take care of the problem your employee created. I'm 69 years old on SSI and can't believe that this is the level that your service has come to, by not taking responsibility for your employees actions that cost me money that I needed for bills. You go after whoever you got the watery gas from yourself,  but your company is the one I hold responsible. 

  ***** Pfaff 

  
  

  Business Response

  Date: 10/31/2024

  You sent us a picture of a clear water bottle with the fuel in it, claiming that it was 90% water. When water mixes with gas, it typically appears as a cloudy or milky layer at the bottom of the container, separating from the gasoline because water is denser and will sink to the bottom. In a clear container, like the one you had, you might see distinct layers with the water forming a clear bubble-like layer at the bottom. In the picture you provided, there is none of that. So the issue is your fuel pump was already bad, or your mechanic provided improper statements to you. I've attached the photo you provided us. 

  Customer Answer

  Date: 11/01/2024

   
  I am rejecting this response because: if you are trying to claim that it was the fuel pump fault,  then after replacing it, why was it not running properly.  It cranked then but was very eratic. Only after he pulled the gas tank and drained it abd the fuel lines and put fresh gas in, did the car go back to running smoothly? That should tell you that there was a problem with the gas delivered to me.  It ran smoothly before it ran out of gas. There was something wrong with the gas you delivered me. Since the gas was a big part of the problem,  you should at least pay half of the bill, for the cost of draining the tank and fuel lines, replacing the gas, having to pay someone to take me there, and the hastle if not only the car, but trying to get your company to accept at least part of the responsibility. 

  
  

  Business Response

  Date: 11/05/2024

  *** will not be paying any repairs on your vehicle. You admitted your daughter left the vehicle empty and you ran out of gas. Driving with low fuel can damage the fuel pump because the fuel cools and lubricates the pump as it flows. If you run your car low on gas, the pump will start to draw air in place of some of the fuel. When this happens, the fuel moving through the mechanism won't be enough to cool the pump adequately. You blamed *** for bringing gas with water in it, yet the picture your mechanic provided shows no water in the vehicle. Fuel pumps go out, that's normal maintenance on your vehicle. BBB, we consider this matter closed. 

• Initial Complaint

  Date:10/21/2024

  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 had an issue with a car breaking down on Saturday niight in ********** late at night in a parking garage. We waited for over 3 hours and no one ever came or called to let us know anything. 2 days later and we are still waiting on somenoe to come. They keep telling us they are coming but always have a reason why they can't/ told us the were not wokring on Sunday. Told us they would be there at 8:30 this morning and now siad they can't find a truck to get in there. No solutions being offered and we are without a car. We have been giving them the informatoin and they said that it has not been entered into the compute and we have talked to multiple different agents. Very poor customer ********************** and response times. We werer told that we were covered for the twoing and now they are telling us that we are over the miles and we would have to pay after being told my another agent that we weren't.

  Business Response

  Date: 10/22/2024

  We spoke with ************* on 10/22 via telephone and the matter was resolved.