ComplaintsforA A A Automobile Club of Missouri

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member of *** club for over 20 years, my wife is a member of my policy and we pay for the premium as well as rv service. When the driver arrived my wife was informed that our vehicle was not covered under the *** policy and they proceed to leave her stranded on the side of the road. The vehicle in question has been towed with *** services previously without issue. I am a certified safety professional through the Board of Certified safety professionals, and have worked highway safety for many years and this incident seems as a gross negligence of responsibility, not only that a stranded driver was left, but another tow service was able to retrieve the vehicle within 20 mins. If *** is going to advertise roadside service and emphasis safety, then this is clearly a failure. I am merely concerned for other consumers that may be placed in a dangerous situation due to failures of a corporation.

  Business response

  09/17/2024

  Thank you for the opportunity to respond to Mr. ****** ****** service concerns. Uploaded is the response letter to Mr. ****** BBB correspondence.  Mr. **** should receive the letter in the mail shortly.  Thank you once again. 

  Customer response

  09/23/2024

  Complaint: 22248283
  
  I have reviewed the business' response and am rejecting it because:  You can clearly see that the vehicle is titled as a MTRHM, per the response letter the vehicle must qualify as such in order to be covered.  AAA was repeatedly provided this information, as well as the fact that they have provided service for the vehicle in the past.  We were not compensated in any way shape or form.  The customer service representative we were assigned was EXTEREMLY impolite, MS. ********* ******* was of no use to resolve this issue.  After 20 years of buisness with what i thought was a reptuable company they have again shown that to be incorrect.  I have cut ties with AAA and will be taking legal action. 
  
  
  
  Sincerely,
  
  **** ****

  Business response

  10/02/2024

  Thank you for the opportunity to respond once again to Mr. ****** ****** concerns.  Uploaded is the response letter being mailed out to Mr. **** in response to his latest BBB correspondence. 

  Business response

  10/02/2024

  Please find uploaded the  AAA Missiouri response letter to Mr. ****** ****** BBB rejection.  Mr. **** will receive the letter in the mail shortly. Thank you for allowing us the opportunity to address this matter once again. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April the business implemented a new payment system and I have been have issues since then. I paid $99.66 on Aug. 22nd for July, Aug. & Sept for my home owners insurance they applied the payment to my auto insurance instead, which caused my home owners insurance to be cancelled and I also made a payment back in June for $100.32 that should have been applied to my Home owners as well. I reached out to the business more than 7 times and no one has been able to assist me with making the corrections. I was also told by ***** ******** ************, that my insurance agent was no longer with the H32303235**303035**32H, and hadn&#**;t been informed about that neither. ***** also stated that she sees the error and she would call the ***** who handles the premium services and I have not heard anything back from her as of yet. This has become very frustrating to me, and now I don&#**;t have any Home owner&#**;s insurance at the moment because of their mishandling of my accounts. I have been with this H32303235**303035**32H for about 20 years and this is not fair to me.

  Business response

  09/16/2024

  Thank you for the opportunity to address Ms. ********* concerns.  Our Insurance Business Manager ***** ********** spoke with Ms. ******* regarding this matter.  The premium paid to the auto policy has been transferred to the home policy and was submitted to underwriting for review and reinstatement.  Ms. ********** has been checking the policy daily to see where it is in the review process and will update Ms. ******* as this matter is resolved.

  Customer response

  09/23/2024

  Complaint: 22243514
  
  I have reviewed the business' response and am rejecting it because:
  
  They called me back and said they would reinstate my insurance and to do so is to pay 102 dollars. My premium for 6 months is only a little over 300. I paid ****** in June, ********************************** a cancelation notice since they applied my 99 to my car insurance and not my renters. I had paid it, but they applied it to the wrong policy. I told them to cancel it. I would like to continue it, but asking that amount would put me over for the whole 6 months, if not the year. I would like to continue, but I do not want to pay that amount. With all of the changes it is hard to tell what I am even owing now. While I am at this response, I received two checks from them, one for ***** and the other for 13 and some change, what is it for exactly?
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had tow from the lake of *****. The tow company damage the vehicle. I had to have the vehicle tow precision to torgue. My vehicle was damage on the front end from dragging the front. I asked to see my car being tow from their camera on truck. I have was refuse to see any camera . I now have a scratch on the front end of the car and the front end was damage. I have estimate to get my car fix/repair at a cost of $2500.00.

  Business response

  09/11/2024

  We thank you for allowing us the opportunity to address this matter with ********************.  Uploaded is the response letter that ******************** will be receiving in the mail shortly. We are pending additional documents from ******************** and once received this will allow us to proceed with our investigation into his claim and provide with a resolution. Thank you once again. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought auto and home insurance with National General Ins on August 3, 2024. I spoke to an Agent with AAA and explained that I want to cancel my current policy for both home and auto because I have purchased coverage for both home/car with another insurance company. I requested a refund for the remaining time left on my coverage up to the date the policy ended for auto (Aug 26, 2024) . Also for my home coverage I made the same request for a refund on August 3, 2024. The home policy # MOH *********. I have not heard from AAA since. I would like both refunds for home and auto. I would also like to receive a declaration statement for my auto policy I had with AAA.

  Business response

  09/04/2024

  Thank you for the opportunity to address ******************' concerns.  After reviewing our records, we were unable to find any notes regarding a previous request to cancel. *******************************, Insurance Business Manager, has processed the cancellation request for both the auto and home insurance policies. The home policy cancellation has been processed effective August 3, 2024, and a refund of $930.00 will be sent. On the auto insurance, the cancellation request has been submitted effective August ******, the request and refund are pending completion. Confirmations of those cancellations will be mailed to the address on file. ************************ has also requested the auto declaration page be sent via email. 

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing with the Better Business ******* against AAA because they fraudulently charged me $142. 00 for home owners insurance for *****************************************************************. I only asked for a quote from ************** at AAA on 6/27/24 when I was buying the house . I never signed off on the policy and even called to tell them I was buying a home owners insurance policy with another company because I felt their quote was better then AAAs quote. I was fraudulently charged for a home owners policy with AAA and given no notice of the charges in my name. AAA considered the charges a debt after it wasnt paid then sold the debt to CCS Collections which also never notified me of the debt and proceeded to put on my credit report as an unpaid collections debt. In summery AAA not only fraudulently charged me for an insurance I never agreed to but also never let me know they believed I owed them any money and then sold the debt to CCS collections company that never notified me of the debt existed either and put it on my credit report. I spoke with the **************** who said they were unable to help me remove the debt from my credit report and I should have dealt with CCS collections even while admitting the charges were not valid I went to the **************** in July 2024 and paid the charges not knowing what they were for to get it off my credit report. With is still on my credit report unpaid the **************** told me I needed to take it up with the collections agency where it should never have been sent in the first place. its still there marked unpaid even though it is paid. *** tried calling corporate only to get the run around and no help. Ill be filing a police report for fraud if this isnt resolved. Ive gone to the **************** twice with no results except being able to find what the charge was for. Their records show I was charged but the insurance policy wasnt sold and was cancelled out of the system.

  Business response

  08/28/2024

  Thank you for the opportunity to address Ms. ********** concerns.  Our internal ********************** had received this policy with a remaining balance owed.  When no payment was received, it was forwarded to an outside collection agency (CCS Collections).  Once being made aware of Ms. ********** dispute,and the fact that the initial application was not completed, they closed the account.  CCS Collections was notified to process a deletion of all data from the affected bureaus regarding this balance. ********************** advised our Insurance Business Manager ***************************** that she would provide evidence she had coverage elsewhere for the coverage dates so her refund can be processed.

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After filing a complaint with the BBB in August of 2023 (#********) I was told I would get a free renewal in 2024. That did not happen. I feel I was only told that so the BBB would show the complaint satisfied. I have added an attachment of the e-mail confirmation.

  Business response

  08/30/2024

  To begin, we are thankful for the opportunity to address ******************** concerns.  We sincerely apologize for the error and have since taken the necessary steps to successfully implement the complimentary Premier membership for ******************** ********* membership term. Additionally, **************** will receive a written response to her BBB correspondence in the mail shortly which will also include the contact information of the dedicated Member Relations Representative to assist with any further questions or comments she may have concerning this matter.

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint with BBB because after multiple attempts, I have not heard back from my auto insurance, AAA Insurance of Missouri. After receiving my renewal notice, & seeing just how much my premium was increasing (no incidents, no claims.) I called my agent, a *************************. When I signed up in 2023, he was wonderful: patient, thorough in explaining how *** worked, what coverage was best for me, etc. I lowered my rate by enrolling in AutoPay; most of my bills are tied to credit cards, but *** is the only one I've ever linked to my checking. That is a mistake I will never make again. I left a voicemail requesting a call back for *** on 7/26, as my new, higher premium was going to start on 8/5, & I wanted to hear an explanation & see if I was eligible for more discounts. The following week, after hearing nothing, I reopened the email thread where *** had sent me my policy documents in 2023. I requested a call or at the very minimum, a written explanation of my premium, something that elaborated further than "inflation". Both emails bounced back, saying they had been blocked. Then the *** app on my phone stopped working, & wouldn't retrieve my policy info. On 7/30 I spent close to 2 hours trying to contact ***. I called at least 3 different numbers, including ***'s ext (where his voicemail clearly identifies it's him), their call center, where I left 3 different messages, & submitted 3 different "requests to contact" via their website. It is 8/11 & I never heard from ANYONE. I even tried their ******** page, but I was unwilling to provide my full *** number, so they refused to help. In that time my new premium was charged, & I had to submit a request to my bank to reverse. However, I've been charged for another year of *** "membership".I am DEMANDING a refund of my "membership" from *** ($93), because not only have I gone w/another auto insurer, but I don't trust *** to be there if I needed a tow or any sort of roadside assistance! STAY AWAY!!!

  Business response

  08/23/2024

  Thank you for the opportunity to address ****************** concerns.  Our Insurance Business Manager, ******************************* spoke with ************** and her policy will be cancelled effective 08/05/2024 as she requested.  We apologize for the difficulties she experienced when trying to reach her agent.  It can be a challenge when employees leave a company, but I assure you that this type of lapse in member service does not reflect the value we place on our insureds or our commitment to exceed our members' expectations.  As a courtesy to ************** for her troubles, we have refunded her AAA membership.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached my complaint and evidence of the complaint

  Business response

  08/12/2024

  Thank you for the opportunity it address ********************** concerns.  Please see the attached letter as our response.

   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AAA sent a email about a defensive driving course that could give you a discount on your insurance see attachment of a offer that they have not honored for quite sometime I found this out after speaking with a representative that spoke to her supervisors and underwriters so if they dont offer the discount any more why put could it deceiving for older people like myself this is a long course it took me about 3 hours to complete you also have to pass several test within the course and a make 80% on a final test to get your certificate its for Licensed drivers 55 years of age or older many people in this age range will not make a complaint so AAA is scamming a lots of seniors out of $15 and if they get a lots that is a big profit I

  Business response

  08/09/2024

  Thank you for the opportunity to address ********************' concerns.  Please see the attached as our response.

  Customer response

  08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with AAA insurance since April when I added a car to my policy since then I have called repeatedly and went in for assistance. Not only was I talked down to lied to and disrespect they never once listened and all of their mistakes they blame on me. They took no actions when I asked them to do so and are now sticking me with a bill again after I have tried repeatedly to cancel and deal with them. Every person I have spoken to has been rude and shaming

  Business response

  07/31/2024

  July 31, 2024
  
  *******************************
  ********************
  *********************
  
  Dear **********************,
  
  I am writing in response to an inquiry I received from the BBB, regarding your Auto Insurance Policy. In your
  correspondence you state I have been dealing with AAA insurance since April when I added a car to my
  policy since then I have called repeatedly and went in for assistance. Not only was I talked down to lied to
  and disrespect they never once listened and all their mistakes they blame on me. They took no actions
  when I asked them to do so and are now sticking me with a bill again after I have tried repeatedly to cancel
  and deal with them. Every person I have spoken to has been rude and shaming.
  
  I would like to take this opportunity to apologize, on behalf of the organization, for the service you
  experienced when you spoke to our representatives regarding your insurance policy. I wish to assure
  you that lapses in member service of this nature are not indicative of the importance we place in
  providing our insured members with outstanding service. As your insurance provider, we strive to
  address the needs of our members and insureds openly and accurately. I was disappointed that in your
  conversation with our representatives, we failed to meet your expectations.
  
  After reviewing your policy, we have determined we are unable to waive the $113 you currently as we
  provided coverage from 06/18/2024 07/12/2024. We may be able to waive all or a portion of your
  premium if you obtained other insurance during this period.
  
  To help us determine the effective date of your other insurance please provide a photocopy of your
  current proof of insurance card or declaration page with the following details and we may be able to
  waive the outstanding balance:
  
  1. Name of insured(s),
  2. Name of current insurance company and current policy number,
  3. Effective date and expiration dates of the coverage, and
  4. Vehicle identification number(s) of the vehicle(s) (VIN)
  
  
  
  

*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. ↩