ComplaintsforAAA Carolinas

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The night of 6/22/2024, I encountered a problem with my vehicle while traveling from **********, ** to ****, ** and used the *** app for roadside assistance under my *** Premium Membership. The request was submitted at 10:28pm (6/22/2024) using the address of the ********* in ****************** and my request number was #*****. The original ETA for the tow truck was 11:58pm and I waited extra time (1:02am 6/23/2024) before calling to inquire about services. At 01:55am I received a call back from the Dispatcher informing me that I would not receive service until 6:00am. During this call, I explained that there was a red Dodge Avenger with MD license plates that moved in position a short distance behind my vehicle about 10:40pm and he was still there waiting. This Dodge Avenger remained in place with the driver periodically walking around the area at times before returning to his vehicle. At 05:53am I called in to verify service was enroute because I still had not received any notifications. The Dispatcher called me back at 6:06am to say the driver was dispatched and would be to my location soon. At 7:24am I called to inquire about service again. At 0735am the Dispatcher called to inform me I would not receive service until 9:44am. At 9:50am (6/23/2024) the tow truck driver arrived to collect me and my vehicle. It causes extreme concern because if my girlfriend (also a *** member), or one of my daughters were in this situation they and I would be fearful for their lives. For me personally I paced outside my vehicle most of the night and sat in my vehicle fearful of a surprise attack the remainder. This experience is an atrocious example of poor contract management with *** vendors. The liability for not executing services as promised, leaving members in precarious situations stranded for 11 hours, and the responsibility for outcomes is square on the shoulders of the *** organization. I am requesting compensation for my time, effort, mental, and physical anguish.

  Business response

  06/25/2024

  We spoke with **************** on 6/25/24 via telephone and the matter was resolved to his/her satisfaction.

  Customer response

  06/28/2024

   
  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

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As a "valued member" with ***, we were encouraged to file a claim for reimbursement after breaking down on the side of the interstate in *******. Sitting on the side of the road after being on the phone with a representative AND utilizing the *** app, we were awaiting a tow truck that was "in route" for over 3 hours. Mind you with our two small children on the side of the interstate in the middle of the night. We ended up resorting to calling 911 for assistance. One state trooper showed and had to also call another officer in order to transport both of our children who required car seats. They took us to find a hotel while the supposed In Route tow service was to come get our vehicle. Turns out, no tow service was ever dispatched and we had to resort to finding a dealership to come pick up our vehicle. Speaking to *** representative they INSTRUCTED us to save all receipts -lodging, food, and the tow service- for reimbursement. I did so and submitted the same day electronically. I still have the *** receipts and the originals. *** denied our reimbursement. Literally the ONLY thing we had *** for was for such a situation. And they did absolutely nothing but answer the phone after long wait times and then proceed to lie to us about everything else. This entire event was traumatic and we counted on *** to be the one thing that would not be screwed up. I feel insulted, let down, and I am astonished that they did not do one thing they claim to do. Our friends drove from ****************** to pick us up after we exhausted all our finances for lodging, towing, and food. Our membership was 130$ as a "Gold member". I would like to seek the reimbursement they promised. I am glad to attach the documents to support the claim. The amount is over $700.

  Business response

  06/25/2024

  We spoke with ******************* on 25th of June, 2024 via telephone and are working diligently to resolve this matter for them. We will provide an additional update once we have closure on this case for *******************.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been working with this company since February 2024 to get my auto policy canceled. I have been bounced back and forth between individuals for 4 months trying to get my issue resolved. At first, it seemed that my policy would be canceled without issue. I was also told I would be getting a refund since I paid ahead on my policy. A few weeks later, I was emailed by someone else telling me that I would not be refunded, but instead owed money. I worked with their customer ********************** department for resolution, and was told they would be listening back to my old calls to see what error was made. I have had to follow up over a dozen times, because the company keeps saying they are working on it and will call me back at certain times, and they never call me back. Last month I got another bill in the mail, and they said they were going to take me to collections, inducing another round of calls to the company to see who was going to help me resolve the issue. The company at this point is not responding to my emails and each call to the company I get passed to 2-3 different people (hold for long periods of time) until inevitably I get forwarded to someone's voicemail (Dead end). I am extremely frustrated. This customer ********************** is completely inappropriate. It should not require multiple days of phone calls and emails on my end to resolve an issue that was their error to begin with.

  Business response

  07/10/2024

  We have reviewed the insurance policy and contacted Ms. **** to discuss the policy cancellation and invoice. 

  Customer response

  07/10/2024

   
  I am rejecting this response because:
  The person I spoke to was not informed about my case. She had not reviewed the phone calls or correspondence with previous customer ********************** representatives. She was not well informed or up-to-date on the details of my case, and therefore was unprepared to discuss the case with me. I asked her to review the voicemails and recorded calls and also the previous email chains that were contradictory to the bill that I was sent, and at that time contact me to discuss. 

  Business response

  07/10/2024

  Thank you for your feedback. Please continue to work with the representatives who contact you. Their goal is to resolve your concern and explain the company position. Thank you. AAA-************* Group

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a member of AAA since 1969, 55 years long and we have a AAA battery installed in our call 10 months ago, August 2023 and it has already died. We called AAA and a service tech came out and tested it and said it was completely dead and needed to be replaced. I told him it was less than a year old and he said, on no worries it is fully covered under warranty, and it will be replaced at no charge to you. Only he did not have the battery on his truck and said we would need to wait until they got one in stock and call them back. I called then the next week and went through the same entire process and another tech came out and told me the same exact thing and neither did he have a battery on his truck and said we must try again. We tried again for a third time and were told a tech was on the way and would be here shortly. Then I received an automated call saying they were running behind and someone would call me shortly to update. 6 hours passed and no one called, and they were then closed. I called again today, and they sent a tech out and he said the battery was not under warranty and it would cost ******. I told them that is not what we were told, and he said that is all he could do. This is for my mother who is 82 years old and needs her car to get around. I have the conversation recorded by the tech that told me it was under warranty, but they still said it was not and we had to pay for it. I would like a full refund and we will never use AAA again and will cancel our memberships. I am asking for a full refund.

  Business response

  06/11/2024

  We have attempted to reach ************** on June 11, 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.   

  Customer response

  06/11/2024

   
  I am rejecting this response because: I did speak with them this morning and they said they are looking into this and will reach back out to me. 
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 18th I was visiting my daughter in ******** ******. Ive had family coverage for many years and her car is covered as well. We had a flat tire at 8pm. 2 females on the side of the road with a flat tire at night. After an hour, i called back and they said they couldnt locate my membership. This issue was corrected and i was told someone would be there in approximately 30 minutes but no time could be officially given until someone was on the way. At 930 we started changing the tire ourselves with the help of ******** We were home at 11pm when a technician finally called and said he would be on his way soon. Nobody wants to sit on the side of the road for 3 hours at night but its especially frightening for women in ********. Im seeing a lot of similar complaints on here and thats because you dont have a proper number on your website to call with complaints. I dont see how i can in good conscience continue with your service. It could have been my daughter alone on the side of that road. So disappointed.

  Business response

  06/12/2024

  We spoke with **************** on 6/12/24 via telephone and the matter was resolved.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a AAA member for decades. Yesterday at 5:23 PM I called for a tow I received no email no confirmation nothing . I called back at 6:07 and was told they had no order for me. I went through the whole process again she said she was going to escalate my request since Ive been waiting, I called back again at after 8 PM. They found the order this time but said its on a low priority. At this point I ask that a supervisor called me . 11 hours later I receive a call from some dispatch saying that the tow truck would be there at 8:54 am. It is now 10:36 AM. I have received no phone calls no notifications nothing. I have called them six times and received the same worthless runaround. I am thankful somebody could come and pick me up any my car was in a place that was safe as God forbid if I had my grandchildren with me I dont know what I wouldve done. AAA is a disgrace .i can count on one hand how many times I have had to call for a tow in over 40 years but yet I have paid the membership dues faithfully no more and I think they should refund me, what I paid this year. What theyre doing is dangerous, leaving people stranded and lying to them.

  Business response

  06/24/2024

  Thank you for submitting your complaint. This complaint is currently under review by the reimbursement team. Once the review is complete, we will contact you directly to advise of the resolution. Thank you for your patience as we dutifully review every aspect of your complaint

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted AAA Carolina's multiple times to cancel an existing policy, and to discontinue all future mailing solicitations. I am filing this complaint on behalf of my 81 yo. mother, as her daughter and durable power of attorney. She has advancing ALZ, and is unable to manage her affairs; she suffers from anxiety, memory loss and confusion. Mom is unable to manage complex tasks. She has not owned a vehicle in 4 years; mom's NC license was revoked for her medical disability. Mom, in her cognitive mentally disabled state, sent out a check to AAA, in response to their relentless "DUE UPON RECEIPT", scare solicitation tactics. I discovered the late fee statement from AAA at her home (in the care of in-home caregivers 24/7). I reached out to cancel the unnecessary auto policy. During the call, I was assured it had been canceled, late April 2024. Infact, they assured me that all future correspondence would be sent to me, her daughter and DPOA. Today, I received a "past due" invoice! What? At least the billing address has been updated to my address, as I requested. I contacted AAA Carolinas again today, and found out despite my call, over a month ago, that mom's policy was "still active!", and that it had not been cancelled, as I was assured it would be. Also, upon reviewing mom's **** informed delivery today, she is still receiving solicitations to her primary address *********************** my original request of discontinuing all future solicitations months ago (Jan. 2024). I have contacted AAA, on my mother's behalf, 5 times since January 2024. This is rediculous and predatory behavior, targeted towards my elderly cognitively disabled mother. I am at my wits end with this company and I am looking for a resolution. I will hold onto this statement that I just received and I will continue to contact AAA Carolinas for the next several weeks to ensure this has truly been resolved. I hope that the BBB can assist in resolving this exasperating issue.

  Business response

  06/24/2024

  She has been added to the do not solicit list.  It could take up to 6 weeks for them to completely stop. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** car service station replaced two axles on my car on May 3. After two days I realized something was not working well. Weird noises and others. I took it back to the service station on Saturday, May 11 and ************, the manager, told me that one of the axles was not in good shape. They promised to solve the problem by requesting axles from another provider. We made the appointment for May 18. I took my car to get the "new axles" I picked up the car, and drove a mile and noises coming from the brakes and other places returned. Took it back to this place. This time ************ got in the car and heard noises and said they would disappear. I just had to give the liquid the place time. This never happened. I took my car to *********** and they told me the brake pads were covered in grease. I paid $500 for the diagnosis and new brake pads. More noises appeared so I went back and they checked axles. They found out they are not weel placed.THey are not ***** axles and the car is not performing correctly because of that They gave me a video, pictures and a written report of the car. I drove to the *** station and gave them a copy of the report. This is the video link: *************************************************

  Business response

  06/07/2024

   We have spoken to ********************** twice and made her a few offers. She left the country for Peru last night and wont be back until the end of the summer. She said we would resolve when she returned.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got off work and called "roadside assistance" at 250am for a tow truck. I sat for over 8 hours with no communication from the company and absolutely no sense of urgency. I am a truck driver with only a limited number of hours off to be with my family and lost all of that due to this companies inability to service their customers.

  Business response

  05/29/2024

  We have attempted to reach **************** on May 29, 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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi BBB,I am a member of Triple A (AAA) Road Side Assistant service. When I renewed my service on-line in Dec 2022. I started receiving AAA Life Insurance mail at ***************************************. This is not my address. I live at ********************. I don't have a physical mail box at the house. I have a P.O. Box address. I have called Triple A approximately 3 times notifying them that ******************** is not my address and to please stop sending the Life Insurance mail to that address. The last time I called I was transferred to three different departments giving them the same request. I do not have Triple AAA life insurance, I don't want this service, but especially wish they would stop sending mail to incorrect address. Please help.!

  Business response

  05/30/2024

  We have corrected the address, thank you for bringing this to our attention. 

  Customer response

  05/30/2024

   
  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.

  I appreciate your assistance with this matter. 

  Thank you. 

  
  

*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. ↩