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

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/17/2024
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.
7:52 pm I called roadside assistance for help. My car would not start. The person who logged the call would not provide an ETA for the service provider. I received 2 automated messages over the next hour letting me know that I was in queue, but still no ****** 10:30 pm I called customer support to have my ticket escalated. I was told by ****** that no tow trucks were running in my area until morning. AAA was going to leave me stranded over night and never communicate to me that to one was coming. ****** said that *** would refund my membership given the circumstances, but I needed to call back in the morning to complete the refund with Member Services. I spent 45 minutes this morning being passed around to 4 different people. All of them have told me they dont issue refunds after 3 days of signing up. I have been a member since 1996 so Im not just trying to take advantage. *** put my safety at risk. I was stranded in a location that got very dark as the temperature was dropping and they were never going to let me know that they were not coming. This is exactly why women pay for *** memberships and now they can no longer be trusted.
Business Response
Date: 10/18/2024
We are sorry for the poor experience you had. We did cancel your membership per your request.
Customer Answer
Date: 10/18/2024

I am rejecting this response because:
they have not refunded my membership fee

Business Response
Date: 10/18/2024
The refund will be put back onto the card you used to pay with. That will be refunded within 1-3 business days.
Initial Complaint
Date:10/15/2024
Type:Sales and Advertising 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.
had my battery changed with AAA, wasn't aware my battery was under warranty and not told that, so they had me pay $218.99 and i cant get them to speak to me on the phone directly without it being a virtual agent. can someone help me get the money back please. the orig battery was placed nov 2022 and i had another year warranty on it
Business Response
Date: 10/16/2024
We are sorry, but you have reached the NC BBB for AAA. You would have to find the California AAA BBB to file your complaint. However, you may be able to print off a Battery Reimbursement form at aaa.com/stop and submit that. Once you open the website, put in your zip code. That will open to your home club, scroll all the way to the bottom of the page and choose "membership forms", select your state, then you can click on Battery Reimbursement Form.
Customer Answer
Date: 10/16/2024

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:10/06/2024
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.
At around 1:30 am I went out to grab something from the ********************************************************* my pressure was down to 26 and i needed it up to 32. Id gotten use to this happening with weather changing and regular air often enough that Id replaced the air in my other vehicle to nitrogen to avoid that but hadnt had the chance yet with the newer vehicle I was driving. I stopped at a ****** gas station to simply put the 6 points in, because my pressure was slowly rising as usual and not falling I knew I didnt have a puncture or anything but their free air ended up deflating my tire further down to 16. At 1:48 called AAA, it is now 4:11 am and Im still sitting here 5 calls later with zero assistance and the same were experiencing a heavy volume. What did I pay for for years without ever really using save once 4 years ago and then, having had a quick pleasant and easy experience thought wrongly that I would not be sitting here for 3 and 4 hours waiting on 1 minute of air. I am really fed up with companies that were allegedly reliable for decades but all of a sudden when you need a service you paid for, its faulty or its always such a busy night, I would assume every night is a busy night when your job is to help people but again, its been 3 hours so far waiting for 1 minute of air, and while a real person at least answers your call, the call back is automated and says absolutely nothing, no wait time for service and carbon copy we are still waiting for a service provider for air
Business Response
Date: 10/09/2024
We have attempted to reach Ms. Aisha Burke on October 7th & 9th, 2024 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:10/06/2024
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.
Today 10/5/2024 I reached out for roadside assistance for a spare tire needing air at my residence. I did so at 305 pm and received a text saying that they would arrive around 446 pm. At 630pm no call no show so I contacted customer **********************. They reached out to ******** towing and the *** said once he gets paperwork he'd be over. At 730 no show and I contacted customer ********************** once again. They said he cancilled the service and got kicked back to cue. At 1130 pm still no update and no info so I contacted to cancel service and yearly membership. 8.5 hrs waiting and no resolution (thank God I wasn't on side of the road with my kids) and have not used the membership once in almost 2 years. I want a refund for this membership because they do not fulfill there end of the contract. They take money but don't provide the service.
Business Response
Date: 10/16/2024
We have attempted to reach Mr. ***** on 10/9, 10/14, and 10/16 via telephone and email but have been unable to reach him to resolve the matter. In the event they contact us, we will resolve the matter directly with them.
Initial Complaint
Date:10/01/2024
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 July 31, 2024 my *** membership was expiring. Went to ********** on **********************, ** and asked that after 26 years we needed to have a cheaper plan as we are older and fixed income. We had only used Road Side Assistance once in all the 26 years with AAA - which was a very bad experience then. Was asked if I needed 200 miles towing...answer, NO, that 50 miles would be sufficient. Employee ******** ******, said this plan would be only $60 +- for myself and husband since we were moving from ******* to ** and new members here in **. Printed and gave to me temporary cards for my husband and I. I received in mail permanent card for myself. Within 3 weeks with Granddaughter and car needed to be towed...then I find out plan only allows 3 mile tow...not enough to get anywhere! I called and inquired and spoke to ****** ***** (****** on leave) on why was I not advised about this plan's low tow mileage and that it was total misrepresentation by *** employee. He said he would have his manager call. Took 3 weeks to get a call. I asked for a refund as this was totally misrepresented to me; asked why husband never got a permanent card under this plan and he advised husband was not on the plan and could not explain how she printed him a temporary card - all misrepresentation by AAA. Advised that he would check and get back to me. In the mail on October 1, 2024 comes a permanent card and a bill for $31.92 for husband AAA. I no longer want AAA coverage and have requested a refund since mid-August due to misrepresentation by *** employees.
Business Response
Date: 10/02/2024
We are sorry to hear about your experience. We have cancelled the membership per your request, the funds will be deposited on the card you with, or a check in the mail.
Customer Answer
Date: 10/02/2024

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.
If I do not see account credited within 5 business days, I will file again as this has been over a month trying to get a response for a refund. AAA lack of attention to my request and complaint forced this complaint to BBB.
Initial Complaint
Date:09/30/2024
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.
I am a 41 yr member of ***, which promises to provide roadside assistance upon vehicle trouble, On 9-15-24, my wife and I were parked in a DQ lot with the engine off. I tried to start the vehicle about 8pm, but it did not start. I called AAA for a jump start and did an automated request for the service. I received 2 updates about 8:30 and 9 that AAA was attempting to locate a servicer. With no reminder or promise of service after 9:30, we called AAA and spoke to an agent who promised to try to locate a local servicer. We made additional calls to it between 10 and 10:30 and got a message about 10:45 that a servicer was scheduled to arrive at 1:28am. We began asking passerbys for a jump. Around 11pm a female employee at the next door 7 & 11 store said her boyfriend located nearby had jumper cables and was willing to give us a jump. He showed about 11:30pm in a friend's pickup and connected the cables for a jump start, but did so improperly on the first try causing a shower of sparks. He tried it again correctly and the car started. We waited awhile, then tried to drive the 7 miles home but the car would not go above 7-10 mph, so we returned to our original parking area to await the AAA's servicer. NO SERVICER APPEARED AT 1:30AM. We shortly thereafter decided to drive the 7 miles home and it took us about 1 hour. The next morning our car started but moved at the same 7-10 mph so we requested service from *** again. This time a tow truck arrived in less than an hour and towed our vehicle to a local auto repair garage. The driver of this towing service said that she was home in ****** all night and available to provide such service. We got a repair bill resulting from the improper jump of $1300. We filed a complaint with *** and got an apology for any poor service received. We responded to that apology asking where we should submit the repair bill to address its breach of contract, but have received no response to date. **** ********.
Business Response
Date: 09/30/2024
We spoke with Mr. ******** on 9/30 via telephone. While we did apologize for the service delay and clarified that Mr. ******** set up an appointment for service at 11:34pm on 9/15. Mr. ******** was advised that *** would not be responsible for the damages to the vehicle since *** did not perform the jump start. Mr. ******** allowed a stranger to jump start their vehicle which resulted in damage. We offered Mr. ******** 1 years worth of free membership due to their loyalty to *** however Mr. ******** declined. We consider the matter closed.
Customer Answer
Date: 10/01/2024

I am rejecting this response because: it is very dishonest to suggest I made an appointment for 11:54pm to minimize ***'s noted failure of service. I called the *** phone number for roadside assistance just about 8pm and was directed to use a link to get such service, which I tried to do. I did not get any notice of when such service might arrive for more than 2 hours and certainly did not request an 11:54pm appointment. As noted before, we got 2 notices at about 8:30 and 9pm that *** was attempting to obtain service for us. When we did not get an update around 9:30, we called the number again and got a live person who said she would try to find someone local. An *** *** also at some time suggested we might try to find our own help. We eventually got a notice that a service provider would arrive at an estimated time of 1:28am. At that point we arranged for a stranger to jump our car which jump was done improperly the first try causing damage to electronic parts of the car. We reject the offer of one year free service to resolve this complaint. ***'s failure of service was a proximate cause of the damage. I prefer to leave the complaint unresolved or submit our claim and ***'s response to an arbiter to decide a fair resolution. Mark

Business Response
Date: 10/01/2024
*** did not touch the vehicle, so AAA will not pay for the damage done by a stranger. We consider this matter closed.
Customer Answer
Date: 10/02/2024

I am rejecting this response because: AAA has provided false or misleading information as to its complete failure to provide the roadside service it purports to provide for our annual membership fee, though it does admit that despite our efforts to obtain service from 8pm to 1:30am it never touched our vehicle. It remains an open question as to whether it should provide some consideration beyond a free renewal of a year of service for the harm our vehicle suffered that would not have occurred if it had provided the roadside assistance requested. At the very least I would accept a refund of our annual membership fee but would prefer that the question of a fair resolution be made by an arbiter.

Business Response
Date: 10/02/2024
We are once again sorry that we did not get to you in a timely manner. We try to be there as soon as possible, but some things are out of our control. We have offered a full year free, and can only refund you the membership if you choose to cancel it. But we once again will not pay for repairs on your vehicle if we did not touch it.
Initial Complaint
Date:09/16/2024
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.
August 21st, My car was damaged by *********** trusted tow company, Reliable Towing. The company damaged my front undercarriage while towing my vehicle. Theyve declined to get it fixed
Business Response
Date: 09/17/2024
Your mother advised us, as it's her car and she was driving it, that she was on a long trip and when returning home, the vehicle was "rattling" and "wobbling" as she pulled onto her street. That's when she called AAA for a tow to a mechanic. If the vehicle is "rattling" and "wobbling", that is related to your suspension. This was a pre-existing issue, not related to towing.
Customer Answer
Date: 09/17/2024

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: 09/19/2024

I am rejecting this response because:
I want to reopen this complaint. The *** ***resentative falsified my mother, ****** ******* statement. She never told *** that she was driving the car, nor did she say the car was wobbling & rattling.

I advise the *** Representative that I was driving the car when I spoke to him myself. What my mom told this person was that she was the one that called to have the car towed and she was at the residence when the car was picked up so she could give the tow company the key.

I advised the *** as to why my car was getting towed and the receipt from the work. You will see that below for the A/C compressor.

The other damaged happened by the towing company.

Thanks,
******

Business Response
Date: 09/19/2024
We have it on a recorded line what your mother advised. Also, the vehicle doesn't need to be towed for an AC condenser, that means it's still drivable.
Customer Answer
Date: 09/25/2024

I am rejecting this response because:
I understand that the car was still drivable before the it was towed and when it JUST NEEDED the ** compressor fixed. Like I advised the *** Representative numerous times. The reason I got the car towed was because of the loud screeching noise coming from the ** compressor on the car and I didnt want to drive it back to ********* like that.

1.) If you have a recording of my mother, Wed love to hear it! Also the part where you said she told you she was driving and the car was wobbling because I know this information was fabricated by you.

2.) If she and I were recorded, we werent made aware of this by the *** representative. In North Carolina, it is illegal to record a conversation without consent of the party.

The car was towed to get the compressor fixed and thats what happened but the axel, rods, and rack was damaged by your chosen towing company. Please stop playing with my mother and I. Own up to you alls towing company issue and fix my vehicle asap!

****** Pratt

Business Response
Date: 10/01/2024
We consider this matter closed, and will no longer communicate regarding this alleged damage. We have recordings from the mother stating that he picked her up from the airport and the vehicle was making a horrible noise and shaking when they turned onto her street.
Customer Answer
Date: 10/03/2024

I am rejecting this response because: the business hasn't given proof of the non-consensual recording of my mother's statement. The business has given multiple different responses and the don't add up. The last response stated that I was driving now and I picked her up from the airport. That is FALSE!!! Another statement the business stated that she was driving and vehicle was wobbling. That was FALSE!!!! Until you give me proof and I know the business doesn't have it, this case will stay open and will continue to be escalated up the channels until I this is taken care of and the guilty party is held accountable.
Thanks,
****** *****
Initial Complaint
Date:09/14/2024
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.
Good Day,I paid $100 to have my car towed. *** said that the funds would be refunded. This is September 14, 2024 & nothing has been refunded. I have received only excuses from ***. My membership number is *******************. I want my money refunded immediately from ***. It doesnt take twenty days to send a refund. Who is holding my refund hostage at ***?This is my bank transaction. **** DDA PUR AP ****** AAA ACG FL0957 POC MEMBR ************ * FL -$100.00 Posted date - 08/26/2024 Type - DEBIT Thank you for your time. ****** ******
Business Response
Date: 09/16/2024
We see that you paid $100 on 8/24/2024 at 10:51am, and we towed your car to the dealership.
You called again on 8/27/2024 at 5:01pm and paid $100 again. We then realized you wanted the vehicle towed out of the dealership, which isn't a covered service we offer, so we voided the payment at 5:54pm.
Please check with your card company, as we do not send a check, we refund the card.
Initial Complaint
Date:09/13/2024
Type:Sales and Advertising 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 9/12/24 AAA was called at 2:03am. Two of my tires had been slashed. While calling ***, a policeman came to my car window and informed me I was 1 of 12 cars this had happened to. I was in Downtown ******* in a public parking lot Not a safe place to be at 2:03 in the morning. Lots of vagrants and homeless people and I had conveyed this to the operator and said I did not feel SAFE in this situation and could the tow truck come as fast as possible. *** DID NOT show up until 9:30 am. How is this possible! Web **** says they should show up with in 20 mins. My family has been members with *** since 1999.
Business Response
Date: 09/16/2024
We spoke with Ms. ******** and advised that our top priority is our members safety. If there is ever a safety concern, we do have other options for assistance. The member does NOT have to wait the vehicle in cases of safety. Applied Entitlement Credit.
Initial Complaint
Date:08/29/2024
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.
Im writing to express my dissatisfaction with the customer ********************** I received at the **************** location. I recently spoke with the manager, who I believe is named *****, and found him to be very rude and dismissive. Each time I called with a question, he seemed frustrated and made me feel as though I was a burden, which made me uncomfortable discussing anything further.Customer ********************** is crucial, especially in a service-focused organization like AAA, and unfortunately, ****** behavior did not meet those expectations. His attitude was rushed and unprofessional, which has left me deeply unsatisfied with the service at this location.I believe this issue needs to be addressed to prevent other customers from experiencing similar treatment. Thank you for your attention to this matter.
Business Response
Date: 09/06/2024
We have spoken with ************** and the issue was with how the vehicle was towed. We apologized for the issue reassured her how it was towed was not an issue with the dash lights coming on. The problem was b/c the belt broke, and nothing was getting power to it and that all lights will come on. ************** stated that she is just upset that this is happening to her. ************** advised she will be coming back to see us for future issues. All of the conversation was great, no issues.

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AAA Carolinas is NOT a BBB Accredited Business.