Complaints

This profile includes complaints for A A A Automobile Club of Missouri's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A A A Automobile Club of Missouri has 28 locations, listed below.

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• 

  A A A Automobile Club of Missouri

  12901 N 40 Dr Saint Louis, MO 63141-8634

• 

  A A A Automobile Club of Missouri

  8235 Forsyth Blvd Saint Louis, MO 63105-1623

• 

  A A A Automobile Club of Missouri

  9948 Kennerly Rd Saint Louis, MO 63128-2704

• 

  A A A Automobile Club of Missouri

  3510 Jeffco Blvd Arnold, MO 63010-6121

• 

  A A A Automobile Club of Missouri

  2277 Highway K O Fallon, MO 63368-7867

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:12/19/2023

  Type:Billing 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.

  I was incorrectly quoted and offered an on boarding discount that I never received and as a result am being charged a considerable amount per month than what was agreed upon. When *** contacted the regional office responsible for handling my insurance (******* ***********)to get it resolved I get told they will work on it and call me back. It has been two months and they have yet to call me back and they do not answer their phones. I have done everything on my end to initiate the onboarding discount but everything is hitched on cooperation and communication from the regional office.

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity to respond to ********************** concerns.

  We have reviewed the auto insurance policy for Mr. ************************ and found the rate to be correct at the time of application. A discount for having an active tenant policy was recently applied which will reduce the January payment by $54.00. Regarding the OnBoard discount, the vehicle insured was enrolled in our OnBoard program, however, that discount requires activation through a smart phone app before it can be applied to the policy. According to our records, the OnBoard app activation happened on December 5, 2023, therefore a pro-rated discount is applied as of that date. We do apologize for the difficulties Mr. ***** ******************* experienced when trying to reach their agent. This situation will be shared with our management team and the matter will be reviewed and addressed. 

  Customer Answer

  Date: 01/02/2024

  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

  Date:12/08/2023

  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 moved to Jackson, MS 06/14/23,. I called aaa in August to change my insurance from Milwaukee, I spoke to **** who made the changes, early September I contacted **** gave him new **** information to change the payments from US **** out of Milwaukee to ******* in Jackson, I did this earlier enough to making sure no more payments would come from the old account,. **** assured it wouldn't, I checked the account October 2nd t verify nothing I forgotten came out, and there was a payment from aaa for car in for $232 and a overdraft fee of $34 I called **** who said he don't see that payment,. I emailed him a copy of the payment,. The regular came out of ******* **** also October the 17th,. I sent it also, he then told me he had to investigate because he don't see it,. After that he never returned or answer my calls. Since then I've talked to a *********, *******, a ***** who asked me to send the statements to him and said he would call me back the best day to let me know the refund was in progress, I never received a call,. Everytime I called I ask to speak to a supervisor never got one. Today I was hung up on After being told there is no notes or information in the system about it . The documents are the 2 **** Statements from both ****, the top is US **** the other is ******* in October

  Business Response

  Date: 12/13/2023

  We appreciate the opportunity to address Ms. ***** concerns.

  Ms. *** moved to Mississippi from Wisconsin, she spoke to agent **** ****** on July 17, 2023, to set up a Mississippi auto insurance policy. At the time of application, Ms. *** provided her ****ing information for US **** to draft the automatic payments on her new policy. On August 24, 2023, Ms. *** called Mr. ****** and requested her ****ing information be updated to her new account at ******* ****. Mr. ****** processed this change in our system that same day on her policy. After extensive research by our cashiering department, we can confirm that the payments for her policy with the Automobile Club Inter-Insurance Exchange were drafted from the new **** account after August 24th. Our cashiering department was able to determine that the draft from US **** went to Auto Club Group, which was the insurance company for Ms. ***’s prior policy in Wisconsin. The Automobile Club of Missouri is unable to provide a refund for a payment received by a different company.  

  Thank you.

   

  Customer Answer

  Date: 12/21/2023

  The account that was in Milwaukee WI was under a different account number, also the payment from WI was a different amount to, and when I started the new account in Jackson Ms, the account number was also different, the account number in the US **** account tgat the payment came out of is also the same account number that of the payment that came out of the ******* ****, slso the payments in Wisconsin was a different amount then the payments in Mississippi 

  Business Response

  Date: 01/02/2024

  Thank you for the opportunity to address Ms. ***** concerns.  After thoroughly reviewing Ms. ***** account with the Automobile Club of Missouri, we found that no payments were processed through her US **** account by the Automobile Club of Missouri after her call to agent **** ****** on August 24, 2023 requesting a change in her **** account. The disputed charges from her US **** account were made to the Auto Club Group.  We are unable to process a refund for a payment received by a different company.  Ms. *** will need to contact her prior insurance company to dispute this charge.

  Thank you.

   

• Initial Complaint

  Date:11/29/2023

  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 October 23rd 2023 at around 730am AAA picked up my truck from my fathers house at ** ******** **. ******** *** *****. My truck was to be towed to my house my father sent me a text and let me know when they were leaving said give them 45 mins they should be here. They never showed up i've called numerous times only to be told they do not have to answer my questions and that they are the only towing company for AAA in the area so i can complain all i want there's nothing i can do about it. Now they just hang up on me. It's been a month and still nothing. My truck had all of my tools in the cab I do have the title to my truck proving ownership but it doesnt do much good if i dont know where my truck is. I have paid for AAA for years but this was done through my fathers account so i can only gives dates and times. This is my last attempt to resolve this situation before contacting an attorney. This is the most ridiculous thing ive ever heard of though i'm sure it isnt AAA at fault it is there tow company but AAA is who contracts them I would have chosen anyone else. The resolution i seek is to return my truck with the tools in it the way it was when it left my fathers house.

  Business Response

  Date: 12/06/2023

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

   

  Better Business Bureau
  Southwest Missouri & Illinois
  *** * ******** **
  ***** ****
  St. Louis, MO 63102
  
  December 6, 2023
  
  Ref. : ****** ***** – Complaint # ********
  
  Upon receipt of the above referenced BBB Complaint, we attempted to call Mr. ****** *****
  and inquire about his service on October 23rd. A voicemail was left at the number supplied in
  his BBB Complaint to please call AAA.
  
  After reviewing our records and calling the AAA Contractor that towed his vehicle, we have no
  reason to believe service was not performed as requested. Both our records and those of the
  Contractor show the vehicle was towed to **** ***** ****, as requested on October 23rd. A
  further search of our call records show no indication that he notified AAA of his missing vehicle
  prior to this BBB Complaint received on December 1st.?
  
  If ****** ***** has any additional information, I request he can contact me at my below listed
  number so we can try to clear up this matter.
  
  
  
  
  Jim Means
  Program Manager
  AAA Missouri
  ***** ** ***** **
  St. Louis, Mo. 63141
  ************ * *** ****

  Customer Answer

  Date: 12/08/2023

  Complaint: ********
  
  I am rejecting this response because:what you believe isn't what's at question here. I understand you would like to toss this aside instead of looking into it so I will take the necessary actions to bring this to court. I will get the gps coordinates of where you supposedly dropped the car off like you could easily do now but you refuse to instead I'll do it at your expense that's totally fine and I wish not to communicate with you outside of this. Anything you say I want to be on record. The truck was never brought here and is still nowhere to be found. Instead of just having an opinion I suggest you look into the matter. It sounds to me like this happens often so you attempt to dismiss it thinking it will go away. It's your choice look into it don't look into it is up to you. What I can promise you is if I have to look into it it won't be cheap. I contacted the tow company numerous times and got the same attitude from them they just hang up that's why I chose to contact you in this way so it would be on record when you responded the same way. Do not attempt calling me this is a perfectly good place to communicate what you have to say though I can already see why you wouldn't want to.
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/18/2023

  Dear Mr. *****, 

  This follow up is in response to your additional correspondence submitted to the BBB on December 8, 2023, in which you advised of disagreeing with the response provided to your initial BBB correspondence which you submitted on November 29, 2023.

  You advised that your vehicle did not make it to its designated tow destination on October 23, 2023.  We have contacted the independent contract station that performed the tow service and they have confirmed the vehicle was delivered and dropped in front of the tow destination address. The service provider stated that they left you a voicemail as well. 

  Our Contract Station Relations (CSR) unit attempted to contact you on December 6, 2023, leaving you a voicemail message to discuss your initial BBB correspondence from November 29, 2023, as we show no record of your having reported the missing vehicle to AAA until receipt of your BBB correspondence dated November 29, 2023.  Our CSR unit did not recieve a response a call back from you.

  At this time, we would advise you to report your missing vehicle to the local authorities.  Further options available would be to open a claim with your insurance carrier or filing suit against the independent contract station in small claims court. 

  Shortly, you will receive a letter in the mail outlining this information as well. 

   

• Initial Complaint

  Date:11/18/2023

  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.

  Filed a homeowners claim in 2022. I did as my agent suggested and paid for all of the repairs I could with the settlement. I did not keep any for things other than repairs and in fact I ended up getting a heloc to make additional repairs. The insurance notified me of non renewal and I called twice for specific explanation and to seek resolution and have not been called back. I have never lapsed on home or auto with policies with them for over 10 years. I expect correspondence and for insurance to continue if the remaining repairs which are minor are made.

  Business Response

  Date: 11/22/2023

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

  Customer Answer

  Date: 11/23/2023

  Complaint: 20889569
  
  I am rejecting this response because:
  
  I tried calling a second time. I asked for specific details about which things needed to be repaired about 15 minutes after assistant called back and no one has returned that cal four days later. 
  

  ceiling damages were not included in the roof quote to my knowledge because damage didnt come from a hole in the roof as you people state multiple times. Sothat should not be held against me. The other repairs are minor and I should have the option to fix them at the very least my actual agent should be contacting me as this is a very important matter. Gettingn a response first from him and then then from you is an insult. AAA for 3 years? Stop that - I have hd the policies in my name or married name since 2010. Its gross you want to treat people this way but I will make sure I tell everyone I know that when I asked for help and explanations and next steps everyone just read the same dumb letter to me verbatim. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/04/2023

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

  Customer Answer

  Date: 12/05/2023

  Complaint: 20889569
  
  I am rejecting this response because:
  
  I believe this to be a poor business practice. To not offer reinstatement for fixing the issues is terrible business. Not only that but I truly believe the reason this is happening is because you people thought it was underinsured. (Even though it more than covers whats left on my mortgage AND HELOC.) You dont cover any damages due to any damages to the things you mentioned above under said policy. Im honestly glad to be done with you all and have told everyone that I know about it and will continue to do so..including the fault that was mine in not completing the minor repairs that you word to sound major. My agent told me to fix everything I could at the time and I did including the new roofs and back run of the fence. Ive further spent extensive funds repairing and replacing inside issues and taking down the deck that was in disrepair so people would not get hurt and leave me subject to a homeowners insurance claim. Your list there would have been a lot more helpful in August correspondence. I would have made those the first priority. 
  Its really the not valuing long standing customers and the blas attitude of your agents during critical times like this happened to be that is the most disgusting and why I will continue to reject your responses. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/13/2023

  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 had my roof inspected for hail damage 7/26/22. I notice some shingles loose and water leakage in garage. The inspector came out was very rude. So he was taking pictures of things that had nothing to do with my roof to report to company I guess. He didn’t have a tall ladder to get to my roof. He said since I had a deck he could get up that way. He took pictures of deck and things in yard after we had a bad storm. So he looked seem fast got down and said you have done hail damage. But they aren’t going to pay for water damage to foundation. You will get an invoice in mail. So unfortunately I was sick and lost wages and couldn’t afford $6000 deductible. I saved up money and have it now. I spoke with Mr. ******* ******* Claim rep and asked if I could get another roof check. He said no it’s been a year and also if the cost have gone up we won’t cover them. I asked if this is in there policy and why wasn’t I told that when I got my last inspectionTold him I didn’t see that on my invoice he said you will have to call and get estimates again if the prices have gone up we won’t cover it. But I am paying th I s insurance have been with AAA over 20 years and to be treated like this is unfair and costly to me I am on SSI. I have to pay the 6000 regardless which is a lot. But the winter is coming and my roof won’t make it. I don’t feel I should be penalized and I never saw this information in my invoice about time limitation.

  Business Response

  Date: 11/20/2023

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

  Customer Answer

  Date: 11/27/2023

  The adjuster told me your downspouts look good and we won’t replace them.My roof was replaced over 10 years ago with those downspouts that h contributed to the cracks from water not draining correctly. So if you look the downspouts aren’t included how do you replace a roof with old parts. I have been with your company over 20 years and now I’am getting penalized for not being able to pay $6400 at a specific time allowed. This isn’t right so when I pay the $6400 I will have to pay extra for the downspouts and extra surcharge if the prices have fluctuated. 

   

  Customer Answer

  Date: 11/27/2023

  The field inspector again said you wouldn’t pay for downspouts the old ones were good who uses old parts that is why my house has developed cracks the down spouts, gutter and roof needs to be repaired so the water can drain properly. In your response you stated you don’t have any proof i needed a new roof your adjuster said i had hail damage. Also you stated you have no proof I didn’t have the roof repaired that makes no sense I’am the one paying the $6,400 so why would I lie about needing my roof repaired again and it’s coming out of my pocket.  You need to do the right thing I pay to insure my home and it seems my money is just getting taken. Your company needs to  honor your coverage plans.

  Business Response

  Date: 12/01/2023

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

  Business Response

  Date: 12/05/2023

  November 28 2023 Better Business Bureau Serving Eastern & Southern Missouri & Southern Illinois 211 N. Broadway, Ste. 2060 St. Louis, MO 63102 RE: Insured : ******* **** Claim Number : ********* Date of Loss : July 26, 2022 BBB Case # : ******** To Whom it May Concern: This letter is in response to Ms. ****’s rebuttal submitted to the Better Business Bureau on November 28, 2023. Ms. **** is concerned about downspouts which AAA did not include on our repair estimate. Ms. ****’s policy provides coverage for direct physical damage to property damaged by hail. AAA has inspected Ms. ****’s home and has estimated to replace only the gutters and downspouts found to be damaged by hail. The draining and ground water issues are items not covered by Mrs. ****’s Premier Plus policy. Regarding Mrs. ****’s proof of the roof being replaced, AAA currently has a holdback pending of $1,203.83 on the claim. This amount will be paid to Ms. **** once she presents documentation supporting replacement of the roof and gutters per the repair estimate AAA completed on October 7, 2022 for the hail damages. A further review of the claim reveals no change in our position. AAA has estimated all damages found by hail and will pay the pending holdback amount of $1,203.83 once proof has been submitted the repairs have been completed. Should you have any questions, please contact manager **** ******* at ************ or by email at *******[email protected]. Sincerely, ******* ***** Vice President, Insurance Claims

  Customer Answer

  Date: 12/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  I don’t understand why AAA is not doing the right thing when it comes to honoring home owners warranty. I didn’t read anywhere in policy you can’t ask for another inspection if you disagree with 1st inspection. Again my home inspector since he contracted with your company main goal appeared to me was to save AAA money and make the consumer pay more money. Again my home foundation is showing cracks because of water damage as noted in inspection that isn’t covered. My response to that is the gutters and down spots need replacing with the roof. That’s like buying a new car with a used battery. You say I will get $1200 dollars back but I will be paying $6400 plus downspouts cost and increased cost for materials you refuse to account. Again do the right thing and help people like me who have been your customer for over 20 years. Thank you for your help in this matter. 
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/01/2023

  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 have called AAA Ins several times about My INS on a rental, each time they DO NOT return my calls or email. Now my HOME IS uninsured and I dont know what to do!!!! THIS IS AN INJUSTICE! WHY CANNOT THEY RETURN my calls or email! NOBODY Deserves this type treatment, been with them for over 15 years and I GET THIS SERVICE!!!!! AAA INS you should be ashamed!

  Business Response

  Date: 11/02/2023

  I think you have the wrong AAA - we are AAA Home Services.  We are not AAA Insurance. Thank you. 

  Business Response

  Date: 11/09/2023

  Thank you for the opportunity to address ******************** concerns. Please see the attached letter as our response.  To date, **************** has not gotten back to us from the messages we have left him.  The attached letter went out in the mail to **************** on November 9, 2023 requesting he contact us to discuss a resolution.  We will also continue to reach out to **************** in hope of an amicable resolution.

  November 9, 2023
  
  
  ***********************
  *******************************
  *******************
  
  
  Dear ****************,
  
  This letter is in response to the BBB complaint we received on November 2, 2023. At this time,
  *************************, Insurance Business Manager, has attempted to contact you at **************
  on November 4, 6 and 9, 2023, in order to discuss and resolve your issue. Voicemail messages
  were left with a return number on November 4 and 9, 2023. As of today, ****************** has not
  received a return call.
  
  Please reach ****************** at his office line ************** or cell phone ************** so that
  we may discuss this further and try to come to a resolution.
  
  
  Sincerely,
  
  
  
  ***********************
  Region Manager
  Automobile Club of Missouri
  
  

  Customer Answer

  Date: 11/10/2023

  Complaint: 20812571
  
  I am rejecting this response because: NOBODY has called me in part of this issue. NO manager or upper level staff has called over my concerns.
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/15/2023

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

   November 15,2023
  fames ******
  *******************************************************************************************
  Dear ****************,
  This letter is a follow up to the Better Business Bureau (BBB] complaint we received on
  November 2,2023. Your inquiry was forwarded to my attention for review and reply as a
  matter within my responsibility.
  I would like to take this opportunity to apologize, on behalf of the organization, for the
  difficulties you experienced when trying to reach the agent that originally assisted you. I wish
  to assure you that lapses in member service of this nature are not indicative of the importance
  we place on providing our member insureds with outstanding service. All of us at the
  Automobile Club of Missouri strive to meet the needs of our members and insureds. I am very
  disappointed that we failed to meet your expectations. We have shared your experience with
  the management team and the matter will be reviewed and addressed.
  I understand that you have spoken to |***********************, Insurance Business Manager, and he is
  assisting you with beginning coverage on an additional property.
  We do appreciate your feedback since we work very hard to provide the highest quality
  products and services to our members. I hope this letter has been responsive to your inquiry. If
  you have additional questions, please do not hesitate to contact ***********************, Regional
  Manager at ***************************.
  Sincerely
  Borje
  Vice President of Insurance, Travel & ************************************************ of Missouri
  

  
  

• Initial Complaint

  Date:11/01/2023

  Type:Billing 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.

  I made a appt late at night. they quoted me a price the night before in the amount $187.99 for a battery. H38383337383731**35H H36303832**37353637H arrives the next day an hour late than what I schedule for. The member relations department I spoke to **** ,************#**;s supervisor will not come to phone when I told them that I do not want to deal with ****, if I am telling them I do not want to deal with him why was I being asked to wait to deal with him on Monday when *** was available to assist me. They quoted me a price $30.00 more than the original quote. I would like my $30.00 difference refunded back to be because I was charged for a disposal free, a fee for using my depot card and taxes. I was not informed of these charges the night before.

  Business Response

  Date: 11/09/2023

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

  Better Business Bureau
  Southwest Missouri & ********
  *****************
  Suite 2060
  *********, ** 63102
  
  November 1, 2023
  
  Ref. : ********** Complaint # ********
  
  Upon receipt of the above referenced BBB Complaint, we called ************************ and apologized
  for the confusion with her receiving service on October 9th. ************************ was misquoted the
  price of a replacement battery when she originally requested service. When the *** contractor
  arrived and installed the battery, they did charge the correct price for the battery that fit her
  vehicle.
  
  After reviewing our call records we determined that ************************ is due her requested refund
  which we have already processed to be sent to her. Wed like to again apologize to Ms.
  ********** for the wrong pricing that our Call Receiver quoted.
  
  If ************************ needs any additional information, she can contact me at my below listed
  number.
  
  
  
  
  *** Means
  Program Manager
  *** Missouri
  12901 ***********
  *********, **. 63141
  ****************** 6831

  Customer Answer

  Date: 11/10/2023

  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

  Date:10/24/2023

  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 10-24-2023 at 4:25 a.m. my husband initiated service with triple A. He called ************, he was sent a link to start a service. At 4:45 ************ called and an agent told him that a tow truck wouldn't be able to help him until 7:00 a.m. they recommended that he call towing companies himself and then apply for reimbursement. He reached out to several companies, no one could be there before 7:00. At 5:32 a.m he called ************ to initiate service again. they sent a link. He initiated service again, then it "disappeared" from his phone. He called ************ again, the representative told him that he would not be able to initiate a service request until 7:00 a.m. that if he tried to, it would be cancelled. We feel this is false advertising, that AAA states they provide 24/7 service, we aren't upset that a truck wasn't available right away, but that we/he couldn't even start a claim until 7:00 (doesn't seem like 24/7 service). He called his son and he drove out to see if he could help. His son drove the 67 miles to the rest area. They then went to Walmart to buy jumper cables - they waited until light (because they think it's an alternator issue) they then drove the car to ********* **** ** ********** **. Then to our house to drop ***** off. We are requesting mileage reimbursement, and reimbursement for the jumper cables. ~ $129.00. We also feel as though we should be compensated for our time having to call to initiate a complaint instead of just getting the service we have been paying for for years. We also want them to stop false advertising of 24/7 service.

  Business Response

  Date: 11/01/2023

  Better Business Bureau
  Southwest Missouri & Illinois
  *** * ******** **
  Suite ****
  St. Louis, MO *****
  
  November 1, 2023
  
  Ref. : ******– Complaint # ********
  
  Upon receipt of the above referenced BBB Complaint, I called Mr. ****** and apologized for his
  not receiving service on October 24th. I requested that Mr. ****** forward a copy of his receipt
  for his out-of-pocket expenses, and we would work to facilitate his reimbursement.
  
  I told Mr. ****** that we investigate the nature of the messages that he received and take
  appropriate action as needed. Once our internal investigation is completed, I will call Mr.
  ****** to update him and work with him for final resolution.
  
  If Mr. ****** needs any additional information, he can contact me at my below listed number.
  
  
  *** *****
  Program Manager
  AAA Missouri
  ***** ** ***** **
  St. Louis, Mo. *****
  ************ x *** ****

• Initial Complaint

  Date:10/13/2023

  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 6/26/2023 my wife was hit twice by the same vehicle, driven by a AAA Insurance client. Our primary family vehicle incurred $10,000 worth of structural damage. The vehicle was repaired and released back to us on or around 9/15/2023. We filed a diminished value claim based on automotive dealerships telling us our vehicle has lost significant value due to the recent accident. AAA is claiming that our 2016 Ford Expedition MAX vehicle did not incur any diminished value loss due to a previous accident in 2018 and a bumper accident in 2020. AAA claims that our vehicle has already been diminished due to it being 7 years old & over 100,000 miles. At this time, we are not longer able to trade the vehicle in (without taking a severe hit on price). Our only option would be to sell it outright and pass this problem onto someone else. We have letters from 2 different dealerships stating that our value has dropped in the range of $7,000 to $9,000 due to the accident that just occurred in June 2023. Our claim number with AAA is ****************. Direct phone numbers to those involved in the claim process: ****** ****** ***** ******** and ***** ********* * **************. We find this ridiculous for an Insurance Company to say "your vehicle has not lost any value due to the $10,000 structural damage that our driver caused". At this time, AAA hasn't even contacted me to discuss the claim and they have taken almost a full month to "review" the claim. AAA claims since my vehicle is over 7 years old, it has not lost any "additional" value however they are also using a previous accident that was over 6 years ago as the basis of their decision. Final note: AAA initial claim repair estimate was $3,500 and the final bill ended up being almost $10,000.

  Business Response

  Date: 10/20/2023

  Thank you for the opportunity to respond to Mr. *****'s complaint.  Please see the attached letter as our response.

  October 20, 2023
  Better Business Bureau
  Serving Eastern & Southern Missouri & Southern Illinois
  *** ** ********* **** ****
  *** ****** ** *****
  RE: Complainant : ******* *****
   Our Insured : ******** *****
   Policy Number : ************
   Claim Number : *********
   Date of Loss : 06/26/2023
  BBB Tracking ID : ********
  To Whom it May Concern:
  Please be advised we are in receipt of the BBB’s inquiry dated October 13, 2023,
  regarding the above captioned claim. The following is our response to the complaint and
  our position in this matter. In the inquiry, ******* ***** expresses his frustration in
  AAA’s denial of his diminished value claim, as he states vehicle incurred $10,000.00 in
  structural damage.
  On June 26, 2023, ******* ***** filed a claim with AAA stating the AAA insured
  merged into his wife’s lane of travel, causing the impact. The first notice of loss was
  taken by ******** *******, and the claim was assigned to ******** ****** the same
  day for handling.
  Mr. *****’s vehicle was inspected on a non-commit basis June 27, 2023, while we were
  conducting our liability investigation, and a preliminary estimate was written for repairs in
  the amount of $3,511.96.
  ******** was able to conclude the liability investigation July 7, 2023, accepting full
  liability for the loss. ******** provided a copy of the repair estimate to ******* *****
  the same day. On July 12, 2023, Mr. ***** call to advise his repairs were scheduled for
  August 14, 2023, and a rental will be needed during the repair process.
  ******** set up an ********** rental for Mr. ***** on August 2, 2023, and provided him
  with the reservation information. A repair supplement was received August 24, 2023,
  which was provided to Mr. ***** via e-mail the same day. The supplement was for an
  additional $5,813.66, bringing the total cost of repairs to $9,325.62. Repairs concluded
  on or around September 14, 2023. 

  ******* ***** BBB Tracking ID: ******** October 20, 2023 Page 2 Mr. ***** called and spoke with ******** on September 18, 2023, advising he wanted to submit a diminished value claim. ******** advised Mr. ***** via e-mail the following day his vehicle would not qualify for a diminished value claim due to an involvement in a prior loss in 2018. Mr. ***** responded on September 19, 2023, advising of his disagreement with our decision and requesting a phone call the same day or the following day. On September 20, 2023, Mr. ***** e-mailed ******** requesting a written denial statement to be signed and dated by the AAA insurance representative. Team Manager, ***** *********, spoke with Mr. ***** on October 3, 2023, apologizing for the delay in getting his diminished value claim reviewed, as it had been referred to another department for review. ***** confirmed receipt of documents Mr. ***** sent from the dealership. The diminished value review was completed on October 3, 2023, and concluded there was no diminished value to Mr. *****’s 2016 Ford Expedition due to the following reasons: the vehicle was 7 years old, was involved in two prior accidents, had over 100,000 miles on it, and the accident on June 26, 2023, being listed as a minor accident on Carfax. A diminished value denial letter was e-mailed to Mr. ***** October 12, 2023, per his request and our general practice. The same day, Mr. ***** advised he had filed a complaint with the Better Business Bureau, providing all documentation and names associated with the claim. He also advised he would be seeking legal representation. In summary AAA has proceeded properly in the investigation, and handling of ******* *****’s claim. If you have any other concerns or questions, please contact Team Manager ***** ********* at ***** ******** or by email at ***************************. Sincerely, ***** ***** Sr. Group Manager, Insurance Claims 

  Customer Answer

  Date: 10/23/2023

  Complaint: ********
  
  I am rejecting this response because:
  In reviewing various market values online & current vehicles that are for sale that match my current 2016 Expedition - it appears their “car is 7 years old & over 100,000 miles” reason is a mute point. There are several recorded values of over $13,000 provided by ******* Market Report. Furthermore there are several vehicle such as mine with over 100,000 (with accidents reported) that are currently on the market for $15,325 and higher (see carguru). The highest value from a trade in perspective that my car received after the accident was $13,000. Consumers are driving their vehicles longer due to inflated prices & AAA knows this. A Ford Expedition is a highly sought after vehicle and is one of Ford’s top sellers. 
  The documents provided to AAA from dealerships show that their offer to us changed due to the latest accident. Please note that one of the dealerships is a FORD dealership. All dealerships we spoke to sighted this accident as MAJOR and the insurance company should be doing more to assist. The fact that AAA can have their insured damage my car to the point that I’m stuck with it (can’t trade it) and AAA can hide behind their statement of my vehicle didn’t incur even a $1 of inherent value loss is a complete shame and AAA should be fined & reprimanded by their ignorance. 
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/09/2023

  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.

  In June of this year i was at ******** and a representative from AAA was signing up new members at a discounted rate. She told me for a special rate of $35.00 my brother and i could sign up for 1 year membership.I agree and signed, every month since then i've been getting billed an extra $15.00 i've made several calls to AAA and asked them to remove the charge. Each time they said they could contact the agent and have her remove it.Today i called again and was told that the reason i'm getting billed for the extra $15.00 is because i did not sign up for auto pay.i was never told i had to do that and if that had been the case the agent would have tried to collect the necessary information for auto billing. (btw i would not have signed up for auto bill)I am seeking for AAA to honor the promotion that the agent explained to me and credit my account. I will not be re-seeking another year with a company that is this difficult to work with and is not focused on customer satisfaction

  Business Response

  Date: 10/20/2023

  Dear ******************

  This letter is in response to your concerns filed with the Better Business Bureau, regarding your membership.

  To begin, I would like to take this opportunity to thank you for your membership with the Automobile Club of Missouri. It is always a pleasure to correspond with any of our members. I would also like to apologize to you again, regarding the confusion around the bill you received.

  Per our conversation, you and your brother will receive a complimentary AAA membership for one year and you will be fully refunded for the membership you purchased in June.

  ******************, we hope that this addresses your concerns. However, if you should have any additional questions, please do not hesitate to contact ******************************* at *************.

  Sincerely,

  *********************

  VP Insurance, Travel and Branch Operations

  Auto Club of Missouri

   

  Customer Answer

  Date: 10/23/2023

  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,
  
  *********************