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

290 total complaints in the last 3 years.
74 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:05/17/2024
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.
My car was hit by AAA Carolinas' client. I have before and after pictures and documentations. The person denying the repairs is not the one who did the estimate so they didn't see the pictures or hear the noise my vehicle is making. I don't feel like my car is safe to drive in the condition it's in. I never received notice that I was supposed to turn in the rental until the rental company told me 2 days after it was due back saying I would have to call the insurance and extend it with them. This is a Friday at 4:57pm when I get this notice. The body shop closes at 5 and are closed until 8 am Monday. I called the insurance and adjuster Tuesday and never received a call back. I'm in the process of getting an attorney, but would like to settle this out of court if possible.
Business Response
Date: 05/24/2024
Good afternoon. I reviewed the ******** complaint and offer the following response. The ******** 2019 Chevrolet Cruze was parked and unoccupied at the time of loss. The impact to the vehicle was to the right front door shell, right fender and right front wheel, there was no impact to the front bumper cover. The impact was minor and did not move the ******** vehicle into any other vehicles or objects. ******************** claims the damage to the front bumper cover is loss related, I dispute this since our insured vehicle never impacted the left front side of the vehicle. Photos submitted by ******************** confirm damage to the front bumper cover, however the bumper cover was previously repaired from another loss, it shows sign of a poor repair, you can see the body filler in the cracked cover. The attached Carfax report confirms a prior front-end impact 09/09/2021. The check engine light is on, the shop ran diagnostics, the code came back as a "FUEL SYSTEM IMBALANCE". This is related to a lack of maintenance and not related to this loss. Feel free to contact me if you have any questions or request additional information.
Police report and Carfax report attached.
Customer Answer
Date: 05/28/2024

I am rejecting this response because:
Your client hit my car hard enough to break it open again after it was fixed. Body filler was used and wasn't sanded all the way down which means your client hit my car hard enough to break it apart which is pretty hard. I have a ring camera capturing the wreck and how hard the vehicle was hit. They also took down a whole fence and mailbox that was concreted into the ground so that's not just a little bump. The Crack on the bumper corner was exactly where your client hit it on the right side along with the tire and door and panel around the tire. The check engine light was not on until after the collision. I have onstar diagnostics that is routinely run on my vehicle and I always have my vehicle serviced regularly. I previously attached pictures with this proof. I also need reimbursement for the rental i had to pay for out of pocket. I was told i would be notified when i needed to turn it in. I WAS NOT NOTIFIED by the insurance at all! I was contacted at 4:57 pm on a friday (the auto body ship closes at 5 on friday and is closed all weekend) by enterprise that my rental was due back 2 days prior and i would have to pay the rest out of pocket because the insurance stopped paying 2 days ago. I then had to keep the rental for another 2 days because i had no way to get my unfinished vehicle from the body shop. I turned the rental in mo day and asked why i was not notified earlier that my car was supposed to be turned in wednesday prior to me getting the call from them and they told me because the insurance didnt tell them until friday when they called me. I've contacted an attorney and if this matter doesn't get settled with my car being repaired I'll also be suing for anything else my lawyers deems acceptable to put in there for all my trouble.
Business Response
Date: 06/04/2024
********************, in response to your rebuttal, I agree with you that our insured vehicle crashed into the fence and mailbox, however, the impact to your vehicle was not significant enough to cause the damages to your front bumper cover and engine light issue. The damages to your vehicles front bumper cover in my opinion is directly related to a previous poor repair. In the spirit of compromise, I will agree to pay you $200.00 for the damages you claim is loss related. Thank you.
Customer Answer
Date: 06/04/2024

I am rejecting this response because:
Had my "poor repair" not been hit by your client it would still be together and look just fine. I told the adjuster and the claims person that my car was making a noise. The adjuster heard it for himself and told me he'd make note of it. It did not get repaired so I took my car to the ***** dealership and the bushing is breaking off my subframe which is linked to the wreck by your client. It's located behind the tire your client hit. I will settle out of court for the cost of the subframe repair and the cost of the rental I was never told to turn in until after charges had been incurred. That is $2200 after taxes and fees. I'm willing to leave out the front bumper that was not completely repaired and all the time trouble and lost wages I incurred. Please let me know if you are willing to do this so I can advise my attorney before he proceeds further. Please contact me by phone or email if this is something you want to agree to. I have included pictures with the cost. These pictures do not included the tax and interest charges.
Business Response
Date: 06/10/2024
*************************** and AAA have come to a mutual agreement that benefits both parties, the complaint is resolved. Thank you.
Customer Answer
Date: 06/11/2024

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:05/12/2024
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 called AAA "roadside services" when my car broke down on the highway, they never sent anyone leaving me stranded on the side of the road in the dark, cold night for several hours alone. I kept calling for help. I begged them for anything. I have been a member for years. They did absolutely nothing for me, actually they made the situation worse. The roadside services person on the phone said they would pay for my expenses (including hotel, taxi, taking car to body shop, repairs, trip interruption) but evidently that was all a lie. AAA, you me $1,561.10 for expenses I was forced to incur because of your negligence but you have now refused to pay as promised. I sent you receipts. Send my check now! AAA doesn't care if their members live or die.
Business Response
Date: 05/14/2024
We have attempted to reach ************** on 05/13/2024 and 05/14/2024 via telephone and email on 05/14/2024 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:05/10/2024
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.
This company is literally working against certain people who join them **************** for some reason they are very bias, prejudice, racist for one I called 8pm yesterday and they took over 4 hours to send me a racist guy who never called me to say he was outside who then refused to take my vehicle out of a stuck position at my home then started hollering you only have a basic plan and proceeded to say his truck chain was only 50ft and wouldn't reach my vehicle which isn't past that feet he knew before he was dispatched from aaa that a car need to be pulled out from being stuck sadly after this it's been 4 more hours and aaa is not even dispatching another company but says their working on it and can't give a time frame how is that possible for one you not even trying to make an effort also how are they in business doing things like this their very much profiling and disgusting stealing by refusing service and acting like they called somebody to my location also somebody should replay the calls because they are rude and over talking customers
Business Response
Date: 05/21/2024
We have attempted to reach Ms. ** T'aime on May 21, 2024 via telephone 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:05/07/2024
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.
On 5/7/2024 at 6:05 pm my daughter who has AAA (I pay for it for her) called because her vehicle overheated. At 10:00 PM she still had not received a tow truck to pick up her vehicle.She had numerous calls back and forth with AAA, she even called the towing company "On Time Towing" and after speaking to the driver (R***y) he said he was 30 minutes away. 1 hour later she calls AAA for the 5th or 6th time and was told the towing company had entered a note in the system that he had called her but could not reach her. Her phone had his number programmed into it from the first call she made to him.I have been a customer of AAA for myself, my husband, and my two adult daughters since 2017. This is totally unacceptable and I expect this to be remedied by AAA Carolinas.
Business Response
Date: 05/11/2024
We spoke with ********************* on 05/11/2024 via telephone and the matter was resolved to her satisfaction.
Initial Complaint
Date:05/05/2024
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.
05-05-2024 Called aaa at 930am. Told themI had clients and need a time line so my clients could decide to wait or not. After several calls and severalbew tine lines I am still ******. Clients ****** Nd tech still nowhere in sight. Everything I call they give mea new later time. It's been almost 3 hours and I keep getting automated messages. This is rediculous Told a tech would be here at 1030.
Business Response
Date: 05/14/2024
We spoke with **************** via phone on 05/14/2024 and this matter was resolved.
Initial Complaint
Date:05/02/2024
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.
AAA was contacted to assist in getting our vehicle started. The technician that came did testing and said the battery and alternator were bad. That the car should be towed and they would call for one. That did not happen and the car was able to be started and could have been driven to get the problem fixed. AAA sent 3 different tow trucks to move the car from a parking deck and only asked what AAA car care center to take it to. After a lot of money to fix a warranty item we could not get any reimbursement for the costs. They provided a partial $37. deduction to next years policy. The service left us traumatized and abandoned. It seems they only wanted money to do fixes that really were not necessary for them to do. Just watch what you ask of them.
Business Response
Date: 05/06/2024
We have attempted to reach Mr. ********************* on May 6, 2024, via telephone 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:05/01/2024
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.
April 30 around noon. I called AAA for a tow . I was lied to. And put off. For hours promised service and now May 1 0 am. I am still. Waiting for my tow truck. Numerous rep gave wrong info and out right lied This is not exceptable .the have wasted a day in my life dealing with this.
Business Response
Date: 05/06/2024
We spoke with Ms. ***************** on 05/06/2024 via telephone and the matter was resolved to her satisfaction.
Initial Complaint
Date:05/01/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 AAA for my kids, in the case of an emergency. My daughter and I broke down at 5pm yesterday, Apr 30th at 5pm and called AAA for help. It is 7 am on May 1st and I am still sitting here with my daughter....we keep calling for updates but ***** will come?
Business Response
Date: 05/09/2024
We spoke to *************** on 5/2/2024 and consider this matter closed.
Customer Answer
Date: 05/09/2024

I am rejecting this response because: This service provider does not provide the services as advertised, yet they take full payment for a service that they are unable to provide as stated. I reached out to AAA in several forums. I did eventually speak with a customer ********************** advocate - she was to get the additional $273 receipt from the driver (and assist with a refund in that amount) the receipt was not provided to me because he took my payment on his cell phone. Noone followed up. Nothing was resolved. They apparently did whatever they wanted and considered the matter closed?

Business Response
Date: 05/09/2024
We are sorry, but we cannot provide a reimbursement for the over mileage. We cover 100 miles, anything over that you have to pay to the towing company who came out. Fees outside of what your membership covers would be your responsibility to pay. She was able to add a $50 credit to your membership.
Customer Answer
Date: 05/09/2024

I am rejecting this response because: I pay for service in full, in advance, for 2-memberships and a service AAA was not able to provide as they market. I have paid the membership yearly so that if my children break down they have an emergency contact to pick them up. Not only did I prepay for service that the company refused to offer as they marketed, I slept in my vehicle all night long waiting on the service. I WAS told by a AAA associates AFTER 7 HOURS OF WAITING, IN *******, **, that ***** wanted to come get us. - I was broke down with my daughter and continued to be told the service was coming. If they are going to offer a pre-paid service with access to 24-hour towing, the person paying should not be told that there is noone to come get them at 1am in **'s state capital.
Initial Complaint
Date:04/29/2024
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.
Date of Transaction: September 2023 Battery Purchase with a 3 year warranty I encountered two occasions that I had to call for service for my battery. I needed a battery test or boost. The technician came out and stated my battery was fine but my car would not start. We escalated the incident to a supervisor who in turn told he would not replace the battery. We could purchase a new battery and possibly get a reimbursement. He was very rude and unaccomodating. We are very disappointed with this company and will end our membership.
Business Response
Date: 05/01/2024
We are sorry to hear about your experience. In order for us to warranty the *** battery, it has to test bad. If your battery is still testing good, we can't replace it.
Initial Complaint
Date:04/27/2024
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.
On January 27, 2024, I contacted AAA to cancel my auto insurance policy. The representative I spoke with, said she could not cancel the policy until she spoke to my agent. After she spoke with my agent, on January 29, 2024, I was sent a cancellation request/policy release that I completed and returned. I was told I needed to pay the premium of $88.45 which I questioned, then paid. Several days later, I received a notice dated 1/29/2024 that my policy was cancelled due to non-payment. In late March, I received notification dated 3/21/2024 confirming that my policy is cancelled as of 1/26/2024 but I may still have time to reinstate it. On April 24th, I returned home from a week of travel to a letter dated 4/15/2024 with an amount due of $38.76 that stated: "If the amount due is not received within 10 business days, your account will be turned over to a Collection Service." I reached out to the representative I initially spoke with to cancel my policy to ask why I received another bill with a threat to send it to collections. I received the following email from her: "I am so sorry about this when I advised of the short rate cancel and payment due for $88.45 that didnt include the penalty portion of the $28.76. I do apologize. The $28.76 is due but I am going to reach out to my manger to waive the $10 late fee once this is paid. The $88.45 was the normal payment due." I am angry that it's been 3 months since I cancelled this policy, paid the amount I was told was due. I received NO OTHER COMMUNICATION, and then to receive this 3 months later with a response that they will waive the late fee for a bill I never received...this is unacceptable, and I am asking AAA to remove this charge of $38.76 and ensure my records reflect that the cancellation of policy was initiated by me.
Business Response
Date: 05/10/2024

Hello,
Here is response per customer **********************,
Thank you for giving us a chance to review the circumstances leading up to the complaint for ******************. We welcome the chance to provide some clarification on ****************** policy.

After revewing ****************** policy she does still owe AAA $38.76. However, due to the misinformation given we are going to write off this amount. This will put her account at a $0.00 balance.

We hope that the above response will clear up any questions and concerns.

Thank you,
***************************
Customer **********************/Sales Supervisor

Customer Answer
Date: 05/10/2024

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.
Unfortunately, because I was threatened with being turned over to collections, I mailed a check for $28.76 as AAA said they would remove the $10.00 late fee. I certainly hope that AAA will honor this resolution and refund that amount to me. The portal showed a zero balance

Thank you.

************************* Fri, May 3, 2:08?PM (7 days ago)

to me

I am so sorry. I just learned this myself. I didnt realize it didnt generate an invoice just the final notice. I am going to talk to someone to see if this can be addressed.

*********************
Customer Sales and ********************** Representative
Brokered Insurance Service
The ********* Group
************ PH#
************* FAX
*****************

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AAA Carolinas is NOT a BBB Accredited Business.