ComplaintsforAAA Carolinas

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday April 6th my son, a AAA member, had a problem with a leak in his oil pan while on leave. He called AAA and the driver recommended to take his car to the ******************** My son, on active duty with the ***** trusted AAA to take care of him. He received a call that the car had been repaired and was ready to be picked up. I drove down to ********** ** from ******* to pick the car up and bring it back on Friday April 12 at 3:00pm. The repair was ~$1100, ok no problem. Car seemed ok, started normally etc. As I was leaving I noticed a scraping noise on the pavement and discovered that the front bumper was dragging on the ground. I took a picture and sent it to my son to find out what was going on. He relayed that this was new damage and sent me a picture taken by AAA on initial inspection that showed no sign of bumper damage. I called the ************ within minutes of leaving the location to explain the damage. They said bring the car back so they could look at it. The manager took pictures and said that it couldn't be easily fixed and there was nothing they could do at that time. The manager said that he would submit pictures to "Risk Assessment" and get back in touch with me. The call came today that since I left the lot, they were no longer responsible for the damage. The manager explained to me that their test drive technician denied responsiblity and he suggested that the damage was my fault.

  Business response

  04/16/2024

  The vehicle was towed in with a severe oil leak. We found impact damage to the oil pan. We replaced the oil pan and put the vehicle in the parking lot. The bumper was intact after service. The customer's father came to pick up the vehicle. He left our parking lot and proceeded to another shop to have tires installed. He called and stated that his bumper was dragging the ground. He arrived back to our location and the bumper was destroyed. This vehicle has an aftermarket lowering kit installed. I can only assume that he drove over an unlevel surface and damaged the bumper. He states that the bumper was in this condition at time of pick up. We stated that he should have come back inside the shop and not left our facility if that was the case. It is hard to believe that anyone would leave a repair facility knowing that their car had severe body damage and say nothing.

  Customer response

  04/16/2024

  When I initially saw the damage I was on the *** lot.  I wrongly assumed that it was part of the oil pan incident and that my son hadn't told me the whole about how it happened.  I called him within a minute of driving away and he sent me the pictures supplied by the car center showing the car in good shape upon arrival. 

  To suggest that I damaged the car is extremely wreckless and implies that I am being deceitful.  I drove that same car for 5 years with the coilover springs, I am well aware of it's clearance. I did not hit anything in the five minutes before I called you back.  I appreciate the reply and it's clear that you have no interest in taking responsibility.  I will continue to pursue the matter.  

  
  

  Business response

  04/22/2024

  This issue has been reviewed by upper management and our original response still stands. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called AAA Carolina's on January 23,2023 to cancel my membership for the upcoming year. At this point both of our vehicles had been replaced with brand new cars negating the need for this membership. This was billed to an Amex card that I rarely ever use so I didn't notice that AAA had auto rebilled the service. I did notice when they charged $173.00 this year for yet another renewal. When I called into customer ********************** they were only willing to address the current years unauthorized renewal. I unfortunately didn't notice the previous unauthorized charge until today. AAA can review their records and see that this service has not been utilized.I want a full refund for the $169.00 that was not authorized to be charged.

  Business response

  04/16/2024

  We are very sorry for this confusion, we have submitted a refund in the amount of $169.00 this morning and you should have it within 3-5 days. 

  Customer response

  04/16/2024

   
  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 for your assistance with this matter and I also thank AAA for making everything right. 
  
  Thank you. 

  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/1/2024- I called about receiving a Tow from AAA which I am a Member of. I called today @ 2:39 about receiving a Tow because I was having car trouble. Trying to speak with a life person at AAA is extremely difficult. They stated they would send a text to request Service because it was faster, which it is definitely not. When I went to the website from the text that I received. It told me that my Membership number was not active, which it is. So I had to actually trick the system to get to speak with a live person. They told me that my Membership expired 3/31/2024, I told them it had not. I wrote them a check around the first of March and it had been cashed. They told me I would have to be transferred to speak to someone else. I was then disconnected. So then I had to start over and try to speak to another live person. I was then told that there would be a 15 min wait time. On and on and very difficult to speak to a human. I verified with the Bank that my check was cashed on 3/18/2024 by AAA. But they claim that my Membership expired?????This Company is definitely to difficult to deal with

  Business response

  04/09/2024

  We apologize for any inconvenience you experienced when trying to use your membership. We see the check was cashed and applied on 3/16/2024 to your membership account. If this caused you to pay for your own services out of pocket, please go to aaa.com and submit a reimbursement form and attach the receipt.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my AAA on 03/22/2023 and was issued a credit on my american express of ****** on 03/22/2023 Now on 03/28/ 2024 I have a charge of $61.00 I called AAA On 03/26/2024 And told the lady that I Have pending charge of $61.00 on My Ax card she the told me that she didnt know why I was charged that my account was cancelled So as of today I am still charged $61.00

  Business response

  04/09/2024

  We are very sorry about any confusion and are looking into why our system charged you $61. This has been resolved on our end and a credit to your card was applied. This takes about 3-5 days for you to see it. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mailing from AAA / ******** once again arrived today 3/20/24.For 5 years I have been contacting AAA to be removed from ALL marketing lists and to NOT have my information traded, exchanged, sold or distributed to anyone for any reason. Yet 4-5 times a year I keep getting marketing materials from other companies or AAA insurance even after AAA has assured me this would never happen again. When contacting ******** they verified AAA recently sent my information over to them again for marketing purposes.My AAA membership number is: *******************.

  Business response

  03/21/2024

  We do not sell or give your information out, we have a partnership with ******** so that's why you received information in the mail. We have removed you from the mailing list, it could take up to 6 weeks for the mail to completely stop. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle had had a pending body job and a new one to be done. Related AAA claim numbers are AU32-100049962-03 and AU32-100049962-04, respectively.Both claims were open when I took the vehicle to the body shop (*******************************************). At the body shop I was told I owed them only a single deductible ($500) for both repairs. My decision to have both repairs was soley based on that information. If I was told a deductible should be paid for each repair, I would have gone with the new repair only. The repairs begun on or around Nov 7, 2023, and lasted for about 2 weeks.After the repairs were complete, the collision center asks AAA for the unpaid deductible (I'd only paid one deductible). AAA then says there are 2 deductibles for me to pay. After some unsuccessful pushback, I had to pay as told, but I still think AAA is responsible for the misinformation among me, the collision center and themselves.

  Business response

  03/21/2024

  A review of our files reveals that Mr. *** 2015 Chevrolet Silverado 1500, was struck on two different occasions,
  both while parked and occupied. The first time on 07/15/2023 (claim AU32-100049962-03) and the second time
  on 10/15/2023 (claim AU32-100049962-04).
  The first loss from 07/15 was reported to us on 07/24. The explanation of coverage, including the $500 Collision
  Coverage deductible needing to be paid to the shop upon completion of repairs, was had on 08/01 with handling
  adjuster ********************************************.
  The second loss from 10/15 was reported to us on 10/17. The explanation of coverage, including the $500
  Collision Coverage deductible needing to be paid to the shop upon completion of repairs, was had on 10/17
  with handling adjuster *****************************.
  Per Part D of our NC Auto policy, the Collision Coverage deductible will apply to each loss. These two losses were
  unconnected events. I have reviewed the recordings of both calls with ******** and confirmed he was advised
  both times that his deductible of $500 would apply to each loss.
  While we understand Mr. *** efforts to be efficient in getting both areas of damage repaired at the same time,
  separate deductibles were in fact owed for each area of loss. We regret any confusion ******** may have
  experienced in the process.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotion from AAA for a membership for myself and one other family member for the price of $59. I signed up on line and when my membership card arrived there was only one and to add another person there was a bill for $35. This is clearly bait & switch. I called & according to them there is nothing I can do. I have already paid and I doubt I can get a refund but I want all to know about this practice.

  Business response

  03/18/2024

  We spoke to **** and resolved the issue by covering the cost of her associate on the membership. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a letter from aaa that says I have one year of free membership due to an issue I had with aaa. The letter does not have a expiration date and I spoke with ****** ***** which declined to give me my offer

  Business response

  03/18/2024

  We spoke with *************************** on 03/18/2024 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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A. I have the **** membership and am not getting the service I signed up for. I called the travel service 3 days and spent too much time on hold to speak to someone about travel plans, so I went elsewhere.B. My granddaughter (18) was in need of roadside assistance, towing. She called approximately 8:45 - 8:55 for this tow and was told someone would be there by 9:30 pm. I showed up about that time and no one has shown up nor called her back. She had called several more times and I had called several times. Each time we got the response "We will look into it and call you back". Of all the times we were told this, not one call back was received. Finally after waiting for 4 1/2 hours, I decided to call another towing service (confirmation attached) and paid $255. However, after another hour of waiting, they never showed either so I requested a refund from them, still pending. So, after taking her friends home and getting back home, this whole ordeal took almost 8 hours of waiting and travel, I did not bet back home until 4:30am. Costing me approximately $32 for gas, seeing that I get about ***** mpg. C. I did talk to a representative named ******, who offered me $70 AAA money, which was the maximum she could do. However, I believe that 8 hours of my time, my travel expense to transport her passengers home, drive back to my home, then the next morning drive back to the car to get a new tire put on would be more in line for fairness. This is a service I paid for to give them piece of mind if anything happened. The company failed.

  Business response

  03/11/2024

  We have attempted to reach Mr. *********************** on Monday, March 11, 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

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a battery jump for my 2006 GMC Canyon. I called on Saturday 3/9/2024. My text was at approximately 5:30 PM. I received a text message say the service tech would arrive a 6:48 PM. At 9:00 PM I called and said when are they going to be here. I was told there was no one in this area and they did not know when they would come. I told them to forget it and will text you tomorrow.On Sunday 3/10/2024 I texted them at approximately 3:15 PM. At 4:430 I called and asked when they would be here. After speaking with a woman who could not have cared less I connected to the Supervisor for Resolving Issues. Nothing from him except excuses. He put me on hold for what seemed to be 15 minutes to speak to dispatcher and when he came back on he said he did not know when or where the person would be coming from. The guy arrived at approximately 5:45 PM from ****'s Towing and he was excellent. I waited over 2 hours on Saturday night and over 2 hours today. This is unbelievable. Please know when you call them they send you a text to open fill out your request. No one to speak to. I told the gentleman this afternoon I could have called a private service and got better results. His reply was yeah but you wouldn't get your money back. Nice response. I have been a member with AAA since 2003, I have car insurance for both vehicles and a AAA credit card. I am done with all of this. I will not be subjected to absolutely no service. As I indicated last night at 9:00 PM to the lady, what if this had been my wife sitting in a dark shopping parking lot or stranded somewhere waiting for help. No response. The response was UH H** demand a full refund of my membership fee and rid my self of this nuisance. And by the way, these are the highlights. I was told I was out of the service area. The young man who came today lives approximately 15 minutes from my house. I encourage everyone to find another roadside service. This is not the first time I experienced

  Business response

  03/18/2024

  We have made contact on 3/18/24 and are working with the member on a resolution. 

*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. ↩