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:08/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  APRIL 2024 Paid, in full, for Auto and Home Policy - $3,400. First ***** quoted $3,200 which I accepted.When First ***** was out of office, Second ***** mucked around causing several increases which were not approved by me. Finally, I dealt with Retention ***** who issued a BINDING Contract that I paid in FULL - $3,400. Since then AAA want another $600 and are apparently REPUDIATING the BINDING CONTRACT. I sent EVIDENTIARY documents to the CEO who is indifferent.I am 80 and a FIRST time Customer, live in *******, currently dealing with ****** (no damage or claims; in fact I have never had an Auto or Home Damage Claim. Period.)

  Business Response

  Date: 08/06/2024

  Hello,
  After review of the policy, it looks like your there were changes to your policy. An application/forms were not submitted on time so the system will change to default coverages. This occurred on your auto policy. In order to try to reduce premium please call **************. Keep in mind it is very important to sign your documents and to send before due date.
  AAA

  Customer Answer

  Date: 08/06/2024

   
  I am rejecting this response because I received a CONFIRMED POLICY, CONFIRMED BANK PAYMENT IN FULL & EMAILS. AAA has pressured me to accept price increases (now $800!) and coverage changes that were never discussed with me, nor agreed. I sent evidentiary documents of the forgoing to the CEO, twice.  Legally, with THEIR ACTIONS, they have REPUDIATED the CONFIRMED POLICY, AND MY PAYMENT IN FULL, BINDING AAA, and I now want a full REFUND of my $3,400 PAYMENT which they took under false pretenses.
  
  

  Customer Answer

  Date: 08/16/2024

  Thank you for speaking with me today. Please provide me with an update of your conversation with the business, so I can close the complaint accordingly. Thank you. 

• Initial Complaint

  Date:08/05/2024

  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 annual membership expires on August 31, 2024; however, my bank account was debited on July 25, 2024. I was not notified that my bank account would be debited 36 days before the expiration date. I have been a member of AAA for 25 years and this has never happened before.

  Business Response

  Date: 08/13/2024

  We spoke to ************** regarding the auto bill payment and have since removed her from this going forward. 

• Initial Complaint

  Date:08/02/2024

  Type:Product 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 canceled my policy after it was increased following an accident by my brother with my car. Not only did AAA insist on adding my brother, who lived in a different city to my policy, they tried to back date and add him for the previous 3 months, billing me >$2k. They also continued to bill me for the car that was totaled. When I filed a complaint with the BBB after canceling my policy, I was told it was a mistake and issued a refund. I have since recieved 2bills. The first i was told by AAA customer ********************** to disregard as it was in error. The 2nd which I recieved 8months after canceling with them was with a threat that it would be sent to collections. How is it possible that i received a check due to overpayment, followed by a bill 8months later for a canceled policy.

  Business Response

  Date: 08/15/2024

  Thank you for bringing this to our attention.  We have reviewed the information provided and are processing the requested refund.  We apologize for any inconevience this may have caused. 

  Customer Answer

  Date: 08/15/2024

   
  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:08/02/2024

  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.

  Called for a tow for the first time and then a jump within a few days of each other and was stuck waiting in my car at night for 15 hours the first time and 4 hours the second time before canceling the request. I was alone both times at night. Luckily I havent had to use this service before but the time I was stranded and really needed the help I was more than let down. I had to sit at the corner of some rd with my door open bc my car was so dead the windows couldnt go down and any car that pulled behind me had to reverse and pull around me inorder to get by, letting them know I was alone and stranded which could have potentially been a bad situation being it was pitch black outside and I had no choice but to keep the door open bc of the heat. I dont even know why I tried the second time. I guess I figured something like that wouldnt happen again, it must have just been bad luck or a crazy night for them but then after waiting again for 4 long hours I knew that it was just the way they did things and I might as well not have the service. Its pointless and extremely disappointing. I had respect and higher hopes for such a well known long standing business, but I now know better.

  Business Response

  Date: 08/06/2024

  ************************* reported that she required service twice and felt neglected. She considered canceling her AAA due to poor communication. I offered repeated apologies and compensated her with 30 AAA dollars for the service shortfall, which she accepted.

• Initial Complaint

  Date:07/30/2024

  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.

  I placed a roadside service call on 7/27/24 at 10:22 am. After 2 hrs of me calling every hr. I learned there was no battery service provider in the area. So the service was transferred to a tow. I was told the tow would arrive at 1:11 pm. Tow never showed and after 2 hrs of waiting I learned no tow service has picked up my call per dispatch. I never heard back from dispatch until 7:00 pm on 7/27/24. To fix my issues. I had to flag down a RV to see if they had jumper cables, learned it was my battery. someone drove me down the street to Auto Zone to purchase a battery, then pay ***** for the install. I am requesting a full refund of ****** for the battery . I want to also know what is your process if no service as been picked up in a 2-3 hr window. I was also not able to be under AC in hot sun of 95 degrees.

  Business Response

  Date: 07/30/2024

  We have attempted to reach ******************************** on 07/30/2024 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.  

  Customer Answer

  Date: 09/25/2024

   
  I am rejecting this response because:

  I had a complaint with AAA of carolinas involving no response to my roadside service request. I did receive a call back from *** offering me ***** in AAA rewards to be used for my AAA renewal. However I called to renew my membership and they did not show the ***** AAA dollars applied to my account. I would like to renew the membership with ***** AAA dollars applied to my account
  

  Business Response

  Date: 10/02/2024

  We have called and spoke to Ms. ****** about the issue, and it has been resolved. 

• Initial Complaint

  Date:07/15/2024

  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 7/15/24, I called AAA of the Carolinas prior to 11am today for a tow to a repair shop approximately 1 mile away because the ignition in the vehicle is not working. AAA said to use a link in a text from it to speed up service. I then got 2 messages that they were too busy to assign a tow driver for the 1st 3 hrs, then I texted back and got a reply message that the vehicle should be towed a little before 8pm which is 9 hours after the initial call and long after the repair shop will be closed and who is expecting my vehicle. I called back because a 9 hour response time is ridiculous- this is not a rural area and the tow is only for about 1 mile. I was told that AAA would try reschedule because that is not an acceptable response time, but that was 1.5 hours ago and it is still not rescheduled. I am a AAA Premier member and have been for 20 years- very poor service. No wonder there are so many complaints.

  Business Response

  Date: 07/16/2024

  We have attempted to reach ******************************* on July 16, 2024, via telephone/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:07/10/2024

  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.

  AAA *************** of **********, ** installed set of 4 brakes and rotors on my 2017 ***** CX-5. It had 35k miles and in great condition, AAA insisted they needed replacement. The result is all 4 brakes grind against the rotors causing vehicle to shake and vibrate. I returned it 3x to the shop manager, *******, who initially refused to repair the brakes but after I took it to ***** of ***************, ***** confirmed that AAA used non-certified ***** parts, they are cheaply made aftermarket parts, wrongly installed, and questioned why AAA hasn't fixed them. I've been back to AAA Balantyne a 4th time and they claim to have replaced them on the 3rd visit, but they still grind. So I returned to ***** who confirmed, just as before, the brakes need repair and the vehicle is a hazard to drive. I've contacted AAA Corporate of ********* and at first they expressed concern and took my info and were to arrangement to have the vehicle inspected/repaired at a separate AAA **************** and provided me with a tracking#, CTS39904 and said they's call me back. I then received a call from ******* in ********** who said to bring it in and once he confirms the brakes are bad, he'd look into ordering certified ***** parts. I arranged to bring the vehicle in and once arriving he was not there, sent a customer ********************** rep to greet me, who told said ******* is not available and they don't have time for me. I followed up again with AAA Corporate and was told I cannot speak directly with anyone, but they would take my info and look into it, but I need to return to the same shop and there's nothing more they can do. My vehicle remains a danger to self and others and AAA has failed to own its own errors. I no longer live in ********** and would like AAA to allow the vehicle to be repaired at another of their shops, apart from **********. I am a current AAA member and the service I've received is appalling!!

  Business Response

  Date: 07/16/2024

  We have spoken with ****************** yesterday; he will be going to ****************** location to have brakes replaced with dealer parts and problem should hopefully be resolved.

• Initial Complaint

  Date:07/05/2024

  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.

  7/3- 1pm to schedule a towing service. *** reached out to me quickly I was so excited! However, when I met with *****, he informed me that is not sufficient for the service. He said that he will request another guy to come w/a flat bed truck. just wait an hour. However, an hour passed by no one called. I had to call the *** to find out the status of the towing, they informed me that would take another hour. It was so hot outside like 100 degree. I felt like I was going to die, also I was concern as my phone battery is abt to die & had less than 9% left. I waited another hour and another hour after there until 8pm. .. myhome which is abt 20 min *** 10 miles ****** at9:30pm. After verification& started to unload the car to the parking lot. He asked if I could call someone or wakeup my neighbors to help? I did end up helping as much as I could. He picked a spot to park& noticed it park very crooked&asked to straighten up He refused.. At 10:15pm. I asked again, but he said no. At 10:20pm I called and they transfer me to the another ***** Where I spoke with ******** - She asked me to go take a pic as a proof now. I said it's too late and dark outside. I could take it tomorrow morning. She said that she could not help me and forced me to go outside in the dark at 10:30pm to take a pic. Then I asked where I need to send it? She puts me on hold and said that I could not get a station and you're making a complaint at 10:30pm at night. Someone may reach out tomorrow. 7/4- I called ************* at 7:55pm, recording -closed for the holiday. 7/5- I called spoke w/ someone at the *** CS, they offered to get the battery checked so If the car get started, I could go ahead& fix the crooked parking done by the towing driver on 7/3. call again to get it fixed. that call got canceled w/out my knowledge. I f/u again&spoke w/ **** at the escalation team, she seems rude& talking loud w/me. she said that this is convenient request and we don't take care of it.

  Business Response

  Date: 07/15/2024

  Member advised she was frustrated after several attempts to get services, and no one would help her from 6-3-2024- 6-5-2024. I apologized to member for the service delays, member accepted apology and advised she incurred out of pocket expenses and would like to be reimbursed. She advised will have her receipt submitted on 7/19/2024.

• Initial Complaint

  Date:07/03/2024

  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 have been a AAA member for a few years, and never received anything I have paid for recently. I had to pay out-of-pocket for a tow a couple of weeks ago. They gave me no explanation as to why the tow truck driver never showed up. They also had a tow truck driver and threatened me. Now Im in the same predicament. Trying to get my car to the shop, and they are continuously telling me that a tow truck driver will show up, However, there is no tow truck driver showing up. Everyone on the phone is rude and either hangs up on me, or is just completely and utterly degenerate.

  Business Response

  Date: 07/24/2024

  We are choosing not to reply to this complaint due to an investigation being conducted on harassment and threats made against our staff. 

• Initial Complaint

  Date:07/01/2024

  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 April 12, 2024 I had 2 flat tires. I contacted AAA about 6:16pm for a tow since I had 2 flat tires and only had 1 spare. When I called, I didn't get a human person to ask if I were in a safe place as in the past, I got an automated service where I had to go through a series of selecting departments to request roadside service. I was then instructed that I would receive a text with a link to click on to fill out information. I was not in a safe place, there were severe thunderstorm warnings and I had my 3-year-old granddaughter with me. After filling out all of the information I was sent another text informing me I would be sent a time of service arrival. An hour later, nothing. I attempted to contact AAA again to no avail. Three hours later I had not received nothing from AAA. I had to phone family that called a local tow service to have me towed to a local garage. I had a charge of $285.00. I received a call the next morning at 6:45am apologizing for the lack of service and did I still need a tow. I informed the person I had paid for a tow. She advised me to fill for refund. I went to AAA web site and filed for refund on 5/23/24. The form stated it could take up to 3 weeks for refund. It is now July and i have not heard from AAA except an email that they had received the request for refund. I still had not received my refund. AAA is no longer a reliable service. I want my refund.

  Business Response

  Date: 07/15/2024

  I repeatedly apologized to the member for the service delays. She accepted the apology and submitted her receipt for out-of-pocket expenses incurred due to the lack of service.