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

286 total complaints in the last 3 years.
72 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:07/23/2025
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.

Complaint: 23469218

I am rejecting this response because of the following reasons.
Covered Cause of *************start="805" data-end="808"> Although the denial letter states that the loss is not a result of a covered cause, the facts demonstrate that the loss directly stems from unpermitted construction and mechanical systems that were undisclosed by the seller. This failure to disclose constitutes a material defect that made the residence uninhabitable, thus triggering Loss of Use coverage under Section I, Coverage D of the policy.
Loss of Use and ***********************************start="1257" data-end="1260"> Due to the discovery of these issues, my family was forced to find temporary housing while the matter was resolved. This resulted in additional living expenses that should be covered under the policys Additional Living Expense provision.
Legal Obligation and ********************************start="1553" data-end="1556"> North Carolina law requires full disclosure of all material facts, including unpermitted construction. The undisclosed defects rendered the home unfit for habitation, effectively preventing occupancy and triggering coverage.
Policy Terms and ***************start="1812" data-end="1815"> The insurance policy explicitly covers loss of use when the residence premises are not fit to live in due to a covered loss. The uninhabitability caused by the undisclosed defects meets this criterion.
In light of the above, I respectfully request a full reconsideration of my claim with appropriate compensation for the loss of use and additional living expenses incurred.

Sincerely,

**** ***
Business Response
Date: 06/17/2025
Hello BBB,
This complaint was reviewed and handled by the North Carolina Department of Insurance. I will include a copy of the response.
AAA-ACG
Customer Answer
Date: 07/23/2025
Formal Complaint Regarding Denied Additional Living Expenses Claim (Policy #HO32-100177942)I am filing a formal complaint against The Members Insurance Company (AAA) for denying my Additional Living Expenses (ALE) claim after a failed real estate transaction caused by illegal actions by the seller. Despite this, *** has denied our claim twice, once verbally and again in writing.1. Illegal Actions by the Seller On May 27, 2025, we were forced to vacate our home due to **disclosure violations** by the seller. This was not a simple contract disputeit was a **legal breach**, leaving our family without a place to live. We had no choice but to seek **emergency housing** for our **minor children**. 2. Financial Hardship and Additional Costs We incurred **extra moving costs**, **storage fees**, and **hotel expenses** due to this situation. We had to find temporary accommodations without basic necessities, which caused immense hardship. 3. Denied Claim Despite 10+ Years of Loyalty Weve been loyal customers of AAA for over **10 years**, paying premiums of **thousands of dollars annually**. However, when we needed support, AAA **denied our claim** on **June 2, 2025**. The reason for denial was that no physical damage occurred, which is unfair considering the **legal breach by the seller**.4. Request for Reconsideration Our situation is unique and deserves reevaluation. Given the **illegal actions** of the seller, the **emergency housing need**, and the **financial strain** on our family, we respectfully request **BBB's intervention** to ensure AAA reconsiders its *********** is unjust to pay **thousands of dollars in premiums** only to be abandoned when facing such hardship. We are asking for *** to fulfill its responsibilities.Attached are receipts for hotel stays,moving costs,storage fees and temporary apartment costs.Thank you for your attention to this matter.Sincerely,**** Yongseok *** Policy Number: HO32-100177942
Business Response
Date: 07/23/2025
Hello BBB,
This complaint initially went to the ***** and was investigated by our claims department. The claim was denied due to the fact the insured was to buy a different home the sale fell through, and his house still sold so he didnt have a home to live in, but our policy language does not cover this. The customer was advised of this:
TMICs decision to deny your claim was only made after the assigned claim handling team carefully reviewed all of the facts and circumstances related to your reported loss. Your policy in effect at the time of loss was also reviewed. The decision to deny your claim was only made after confirming the policys insuring agreement,exclusions, and conditions as applied to your loss. **** then made that decision carefully in accordance with your policy and within the statutory requirements in your state. This is why TMIC stands by the decision to deny your claim.

Applicable language - 4.Loss Or Expense Not Covered
We do not cover loss or expense due to
cancellation of a lease or agreement.
Mr. ***, your loyalty, and tenure to *** is noteworthy and greatly appreciated. However, when it comes to handling insurance claims, **** is obliged to handle the claim in accordance with the policy that was in effect at the time of loss and within state regulations. Additionally, every claim is reviewed and assessed based on the merits of that claim only
AAA-ACG
Initial Complaint
Date:07/09/2025
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 filing this complaint regarding a deeply disappointing and unresolved experience with AAA Carolinas and a service provider they dispatched, Protow.While on vacation, we locked our keys in the trunk of our ******* Palisade and contacted AAA for assistance. Protow was sent to help. The technician spent about 15 minutes unsuccessfully trying to open the drivers side door, then moved to the passenger side, where they eventually gained entry. In doing so, they broke the drivers side window and handle mechanism leaving the door inoperable from the outside and the window needing replacement.We were instructed by AAA to file a claim, which we did promptly. However, it took over three weeks and multiple phone calls and emails just to get a response. Ultimately, our claim was denied, based solely on Protows false claim that they were called because the drivers side door wasnt working not true. Our original service request clearly shows the call was placed because our keys were locked in the ******** make matters worse, we were never properly notified that the claim had been denied. I called AAA just yesterday (weeks after filing) and was told there was no update. My husband then called today and was told someone had tried to reach me last week but no voicemail was left, no email sent, and no written notice followed. This lack of communication and accountability is unacceptable.Weve been loyal AAA members since 2002 and have never experienced anything like this. Not only did a ***-contracted company damage our vehicle, they also misrepresented the situation and AAA accepted their version without reviewing our service record.We are requesting coverage for the damage caused to our vehicle and a formal review of Protows conduct and AAAs internal claims process. Estimate given: $2554.66 This experience reflects poorly on an organization known for reliability and customer **********************. We sincerely hope *** takes this opportunity to make it right.
Business Response
Date: 07/22/2025
We have been in communication with Mrs. **** and are working on a resolution.
Initial Complaint
Date:07/08/2025
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.
**Complaint Summary for BBB AAA Carolinas (*****************************)**On Saturday evening, my car tire blew out and was towed by *** to their Research Triangle location (************************************************). On Monday at 7:34 AM, I called the location and was told the tire needed for my car was in stock, and that they could repair it as soon as I brought the key. I said I would arrive in about two hours.I arrived at 10:56 AM and handed over my key. At that time, I was told the repair would be completed by 4 PM. However, after asking if it could be done sooner, I was suddenly told that the tire was no longer available. The staff claimed that someone else had purchased the tire in the meantime and blamed my delay for the unavailability, even though I arrived in the time window I mentioned on the phone.When I asked who would cover the transportation cost (three **** trips totaling about /$120), the manager told me *** would not be responsible. He made dismissive comments like How were we supposed to know you live far away or took an ****? and You have a warranty, so its free ********* apology or accountability was offered, and the entire experience was handled unprofessionally. I am requesting a written apology and reimbursement for the unnecessary transportation costs caused by AAAs miscommunication.
Business Response
Date: 07/09/2025
I spoke to the member, and we came to a resolution to which we could both be happy with. We are refunding him $60.00 for the **** rides. I also apologized for the service and misunderstanding that took place. He was told that our warehouse had the tire in stock and that if he got us his key in time, we could get the tire that afternoon. He arrived after our cut off time for the tire delivery, so we had to get the tire the next day. I mentioned that due to the key not being left with the vehicle he would have had to take an **** anyways and he agreed so we came to an agreement to pay half. This case can be closed as it is resolved, and he will continue to do business with us.
Initial Complaint
Date:07/06/2025
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 a road trip from ***** to North Carolina on the 4th of July 2025, my husband and I were at a rest area/VA welcome center outside of ************* when I accidentally locked our keys in our car with it running and both of our cell phones inside. Luckily a kind stranger who was staying overnight at that rest area let us use his phone to call AAA. I have been a *** member for 26 years and have used them several times over those years. Sometimes I had to wait a while but they always came through in many different states. It was hard to hear the people on the phone when we called AAA since we outdoors at a rest area and we got cut off several times when getting transferred around because we have AAA carolinas and we were in **. This took us about 30 minutes to finally be told someone was on the way in "20 minutes". After about 30 minutes we got a message that the responding driver got the wrong rest area location and went to the wrong one and they would be there in 20 minutes. We kept foolishly believing them. After 2 hours I knew no one was coming. I then tried calling *** again on my watch which it was extremely hard to hear and I could not believe it when calling for ROADSIDE ASSISTANCE-the auto prompts made me listen to two advertisements-one saying I won a free cell phone BEFORE being routed to someone for my EMERGENCY. I finally speak to someone and after going through it all again-I got disconnected. It was around this time that I thought to contact 411 and get Onstar's number-we have Onstar but had never used them for roadside assistance and my husband did not know how to contact them and AAA made it sound like they were coming so we delayed doing this earlier. Anyway, after a few calls and difficulty communicating due to noise-we got in our car. The kind stranger told ****** sent alerts saying they were on the way all night but NEVER showed. I just renewed membership and want a refund and to cancel.
Business Response
Date: 07/11/2025
We have attempted to reach Ms. ****** ******* on 7/9/25 and 7/10/25 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:07/02/2025
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 June 28, 2025, around 12:55 AM, my husband experienced a flat tire on I-26 W, about 50 miles from **********, *** well-populated interstate, not a remote or rural location. He called *** at 12:58 AM and was told a driver would be located. At 1:05 AM, *** texted they were still looking. At 1:21 AM, a dispatcher called and said no *** drivers were available. When my husband asked what to do, the operator said there was nothing more *** could do and advised calling highway patrol or a private tow.He was stranded on the side of a busy interstate with semis flying bybarely off the road and in real danger. He finally reached a private company at 1:25 AM, who didnt arrive until 3:39 AM. *** left him in a vulnerable position for almost 3 hours, despite being in a well-serviced area with no bad weather.Frankly, we suspect the *** dispatcher simply didnt want to deal with it at that hour and made no real effort to locate help. It felt like a brush-off rather than a genuine attempt to deliver on ***s basic promise.When I called *** to report this, the representative was dismissive, and when I asked for an email to submit a complaint, they placed me on hold for over 5 minutesoffering no empathy, accountability, or resolution.This level of service is unacceptable. If *** cannot assist a stranded driver near a major city in normal weather conditions, what is the membership actually worth? We are canceling our membership and will now rely on our insurance providers roadside assistance, which has proven to be more reliable.Desired Resolution:A formal apology A full refund of our *** membership A review of dispatcher and customer ********************** conduct Transparency about actual service limitations and driver availability
Business Response
Date: 07/07/2025
We spoke with Mr. **** on July 7, 2025 via telephone and we are working with our member to reach a resolution.
Customer Answer
Date: 07/10/2025

I am rejecting this response because their statement that they are working with our member to reach a resolution is inaccurate and insufficient.
*** failed to deliver on their core promise roadside assistance under ideal conditions. My husband was stranded in a well-populated area and in clear weather, barely off the road. After only 20 minutes of searching, the dispatcher concluded that no assistance could be provided. The lack of concern, urgency, or accountability is unacceptable.
I have requested a full explanation of how this happened, a refund of our current membership, a complimentary renewal for the upcoming year, and reimbursement of the $250 we were forced to pay a private company out-of-pocket because AAA abandoned the call.
A vague assurance that the dispatcher is being trained and instructions for how to file a reimbursement claim do not resolve this complaint. I am not closing this matter until a full and satisfactory resolution has been reached.

Business Response
Date: 07/11/2025
We spoke with Mrs. **** on July 11, 2025 and the issue has been resolved.
Customer Answer
Date: 07/11/2025

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:07/02/2025
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.
Not there when you need them. This is the second time Ive needed a tow and have to wait many, many HOURS without extenuating circumstances such as snow, rain, or anything that would increase towing needs. Ive been with them since 2004 and I have had good experience until this last year. If you need a tow, good luck. And this time I was stranded IN THE ******* They said they would place an EMERGENCY towing request as I could not move my car. When called, they have no answers. They even thought at one point that the tow truck had arrived already, which it did not! I was also told to just call the police and they would help me. What kind of statement is this to tell to someone when you pay THEM for a service. I cannot express how terrible this company is and I would not trust them to help you in any way! If I was willing to pay for a tow truck, I was told by a couple of companies that they could be here in 30 minutes or less approximately. It is my belief that they only have but a few tow companies that will deal with them. Again, I cannot express enough how bad you will have it when you need them even on a normal day. Buyer beware!!! Im going to start looking for another service to become a member of for roadside emergencies. Id give zero stars if I could and warn people to not buy into the false promises
Business Response
Date: 07/07/2025
We have attempted to reach Mr. ****** on 7/2/25 and 7/6/25 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:06/29/2025
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.
AAA Carolinas has the worst website. It is absolutely unusable and impossible to navigate. If you call asking for help, they are unwilling to do anything for you over the phone and just ask that you go to the website/app
Business Response
Date: 06/30/2025
Im sorry the site does not meet your expectations. If you would like us to contact you please let us know so we can speak with you and share your feedback with the appropriate department.
Customer Answer
Date: 06/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and hope that AAAcarolinas knows to improve their website

Thank you.
Initial Complaint
Date:06/27/2025
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 6/27/2025 i RESPONDED TO AN INTERNET AD OFFERING MEMBERSHIP AT 50% OFF. I RESPONDED AS PER THE QUESTIONS, BUT WAS CHARGED FULL PRICE, i HAVE TRIED TO CANCEL, BUT I KEEP HITTING A BRICK WALL. i WILL TRY TO CANCEL "CC" CHARGE. THE PROVIDER WANTS ME TO TRY TO CONTACT AAA. I HAVE TRIED; THIS IS A LAST-DITCH EFFORT.I HAVE HAD POOR EXPERIENCES WITH AAA IN THE PAST BECAUSE THEY OFFERRED NO REALISTIC SERVICE IN MY AREA AND COMPANIES CLAIMING TO HONOR *** HAD ENDED THEIR RELATIONSHIP. I SEE AAA AS A REPUTABLE BUSINESS, BUT PROVIDING SKETCHY SERVICE IN RURAL AREAS. I CANNOT CONTACT THEM. MAYBE THEY WILL RESPOND TO YOU.
Business Response
Date: 07/15/2025
7/15/2025
**** ***
******* 166
*********************
Re: AAA Membership No. *******************

Dear BBB,
After reviewing the account, we can confirm that Mr. **** membership was canceled on June 30, 2025, per his request. A refund was processed and issued on July 1, 2025.
If Mr. *** has any further questions or concerns regarding his refund; he is welcome to contact us directly at **************.
At this time, we consider this matter resolved and closed.
Kind regards,
Member Relations
Initial Complaint
Date:06/24/2025
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 first called on today a Lil bit before 1pm. Trying to get my truck towed 4 miles down the road to a dealership. 9 and a half hours later I have only been getting put off and given the run around. My truck is still not picked up as I'm writing this. I just don't understand. It's my only vehicle and I have to pay to get to work bc I can't get my truck towed to see what's wrong with it. I need to know why is it always taking so long just be provided a service that I have a membership for?
Business Response
Date: 06/26/2025
We spoke with Mr. **** on 6/26/25 via telephone and the matter was resolved to his satisfaction.
Initial Complaint
Date:06/19/2025
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 29, 2025, *** deposited my April 30, 2025 check for the gift renewal of my brother's membership. He is ******** ********* and lives in *********, **. To date *** has never mailed a new membership card to him. I have contacted AAA probably 30 times, but not a single soul will get this done. THIS IS WRONG. *** happily took my money two months ago and does not live up to its end of the transaction. I AM FURIOUS.
Business Response
Date: 06/20/2025
06/20/2025
**** *********
**************************************************************************

Re: Response to ******************* *********

Dear BBB,
We are writing in response to Ms. ********** inquiry. On June 18, 2025, we provided her with the information she requested regarding her brother ********* AAA membership.

Specifically,we confirmed his membership number and expiration date, advised that dues are paid annually, and due to the circumstances extended a one-time courtesy of a complimentary one-year membership for ********. Additionally, we confirmed that his membership card was mailed on June 11, 2025, and informed her that delivery may take 10 to 14 business days.

This resolution reflects the full extent of what we are able to offer at this time,and we believe it appropriately addresses the concern.

Based on the information above, we consider this matter resolved and respectfully request that the case be closed.

Kind regards,
Member Relations
Customer Answer
Date: 06/20/2025

I am rejecting this response because: see the attached please.

Business Response
Date: 06/27/2025
06/27/2025
**** *********
*******************************************************************************

Re: Response to ******************* *********
We have confirmed with AAA Carolinas that due to a system glitch, *********************** membership cards were not mailed on June 11th as originally communicated but instead were sent out on June 23rd.
As this membership is associated with Ms. ***** brother, we made an attempt to contact Mr. ********* directly by phone. Unfortunately, we were unable to reach him and were not able to leave a voicemail. However, we did send him an email confirming that the cards have been requested and also provided a temporary copy of the card for his use until the physical card arrives.
If Mr. ********* would like to speak with a representative regarding his membership, he is welcome to contact our team at ************.
Thank you for allowing us the opportunity to provide clarification.

Kind regards,
Member Relations Team

Customer Answer
Date: 06/27/2025
I will not accept this UNTIL my brother has an actual hard new card in his hand and he has yet to receive on AND until senior management at ************ to me for taking probably 500 hours of my time since April 29, 2025 asking AAA to do the right thing. *** has constantly ignored me and my gift recipient (my brother) and failed to take any steps to compensate me for the total loss of my very valuable time. I remain furious as to this ridiculous AAA lack of professionalism and failure to take responsibility for this debacle. It should have taken AAA one hour to process the gift renewal. Instead AAA STOLE 500 hours of my life. Shame on ***. Not even an apology to me. AAA took MY MONEY and ran and left me in the dust. I am furious. FED EX THE CARD TODAY TO MY BROTHER ANFD HAVE SENIOR MANAGEMENT APOLOGIZE TO ME AND ALSO COMPENSATE ME FOR MY TIME>

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AAA Carolinas is NOT a BBB Accredited Business.