ComplaintsforA A A Automobile Club of Missouri

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 14 Oct, I called AAA for a tow after my car had a tire blow-out. I was parked at a ************** in **************, unluckily, at the start of a 2-week road trip. I asked for a tow because my car can only use the high-performance radials, so getting to a tire shop with these tires was necessary - and I was confident the tow driver would know one since I had no idea where to go. For almost 4 hours, the Roadside Assistance staff kept sending tow trucks to **************. Finally, after several calls to these same staff and their supervisor, a tow arrived at 5PM- too late to get a replacement tire. So, the tow truck guy installed the spare and I had to not only spend almost $200.00 for a hotel room + meal, but missed a dinner given in my honor, scheduled for that same evening (!) in another state! The next morning, I was able to find one shop with these specialty tires and could resume my trip. Since then, I have had several called to ***. I was informed that even though I had this experience with the Carolina ******* the claim had to be handled by the Missouri club (whose territory includes the ************** area). Yesterday, I spoke with an *** "membership relations" staffer named ***** I have no idea if this woman is associated with the Missouri office or a corporate department. She claims her direct phone line is ************. Initially, she offered to waive just the service calls- when I protested, she agreed to refund the membership fee ($58). When I noted I was out of pocket for over $200 due to AAA's incompetence, she added refunding $31 for the "Plus" feature I had paid for with the membership. Monetarily, $89.00. To be honest: at the time, I was in the middle of a round of chemo, and too tired to negotiate any further; I agreed to these offers. Since then, I have reconsidered and would like to see a little more effort on ***'s part. Perhaps not only the above-mentioned waiver/refund but, some compensation towards just the hotel bill, which totaled $144.30.

  Business response

  11/11/2024

  Thank you for allowing us the opportunity to respond to Ms. ***** ********** feedback regarding her recent service experience. Our sincere apologies for what occured. Please find uploaded the response letter that will be mailed out shortly to Ms. ******** from our ***************** Thank you once again for allowing us to address the experience.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file a formal complaint against *** in general and AAA ********* specifically. I was traveling and had an issue related to my car battery. I used the app and was able to book a battery service, which listed the *** as 11:30 AM. I put the request in at 10:30. After 90 minutes with no response, I asked the app for status and was told the driver was on the way to me. At the 2 hour ***** I called AAA and was sent to AAA Louisiana to talk to someone. That ****** told me that they had to put the request in several times because the first 6 requests were rejected by the towing companies. They said someone was on the way and would reach out when they got close. The driver arrived in a flatbed tow truck, which obviously was not the vehicles used for the battery service. The driver explained that she did not have the required equipment (battery checker and replacement battery) to perform the service and that the dispatcher had put the ticket in as a lock out. I wasn't locked out of the car. I couldnt start it. At this point, I called AAA again and was again forwarded to *************. This time I was told that the battery service was only offered in major markets and not available to me where I was at the time. I asked why the app allowed me to book a service that wasnt available and was told that the app isnt that good by the *** representative on the phone. I then asked why the first ****** didnt tell me the service wasnt offered, and was given a similar dismissive response. In total, I was standing outside in the heat by the car for over 3 hours and at the end still did not have a satisfactory service. The tow driver attempted to start the car, but was not successful.I expect some sort of response/remuneration for my time and a credit for wasting one of my four AAA calls for the year. This entire experience is unacceptable and needs to be addressed by *** management.

  Business response

  10/29/2024

  We would like to thank Ms. ****** for providing us with the opportunity to address her service concerns. Uploaded is the response letter that will be mailed out shortly to Ms. ******* Additionally, should Ms. ****** have any additional questions or comments, we have a dedicated Member Relations Representative awaiting her call or email.  Thank you once again. 

  Customer response

  10/30/2024

  Complaint: 22462675
  
  I have reviewed the business' response and am rejecting it because:
  I'm rejecting it for several reasons.  First, I've been their customer for 40 years and they don't know I'm not female.  They could have easily verified my gender.

  Also, simply assuring me they're correcting it with no dispensation to me is unacceptable.  I not only spent 3 hours waiting for a service they didn't provide.  I spent an additional 2 hours fixing the issue myself, including spending $300 on a new battery, removing and replacing said battery, and arranging transportation back and forth to the store where I purchased the battery.
  

  A simple credit from them for the call is completely unacceptable to me.  This is a failure at several levels.
  
  
  Sincerely,
  
  ****** ******

  Customer response

  11/06/2024

  You didn't provide any kind of resolution and I see no further communication from the business after the first response.  How do you consider this closed?  If there is additional communication provided by the company, provide it for me to review.  Simply closing it because they didn't respond further does NOT indicate "good faith effort" by them to do anything.

   

  Also, I NEVER received the letter from them that they mentioned with the first response.  No contact does NOT equal resolution.

   

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/6/24 I was involved in an accident where another driver hit me in the side of my vehicle in a parking lot. Afterwards that day I ***orted the claim with AAA. 9/9/24 I was contacted by *** about my claim. 9/18 I followed up asking about claim resolution. 9/19 *** claim *** stated that their insured indicated to them that I hit him and proceeded to instruct me to file my own claim through my insurance company before ever even receiving the police ***ort. *** Agent then stated that due to conflicting statements AAA will wait on the police ***ort to conclude. After receiving this communication from ***, I visited ****************** myself and collected the police ***ort. I emailed the ***ort *** claim ***, ******** **** on 9/19. Since before emailing the ***ort to Agent ****, I have not been able to receive any communication from ***. I have sent the email with no-response, I've called Agent **** and the direct Supervisor, leaving messages for asked return calls or response, to no avail. My insurance agent, ***** *******, has even ***eatedly called and left messages for Agent **** and supervisors to please call me back... with no responses. I feel the AAA Insurance company is just trying to ignore my issue, in hopes that they can bypass obligations of having my vehicle ***aired. I do not want to pay to have my insurance company ***air my vehicle when their insured was responsible. The day of the incident the insured was apologetic after striking my vehicle. While I was taking pictures and collecting info, the driver decided he would simply walk away and go inside the restaurant. The police officers had to go inside the restaurant and have the driver come back outside for ***orting. These are not the actions of a vehicle collision victim.I believe as an insurance company they should be help the same as any other company who provides services for a fee. Especially since individuals are held legally liable to hold coverages from their practices.

  Business response

  10/15/2024

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Singed up with them in January and pay 6 months at a time. I got a bill for 587 and called them to pay it but when I got on with them they say it was not a bill and it was 40 dollars more (627), this was July. I paid it, and got the bill a few days later. Then I got a letter stating I needed to pay 27 more dollars but my insurance card and other info says I am paid up. I called them and told them about it, to which they said disregard it. Then I got a call last night asking how do I want to pay it off, but I disagreed stating I have been paid off and don&#**;t owe till January of 2025. Now I am being threatened that my insurance is going to be canceled.

  Business response

  10/07/2024

  October 07, 2024
  
  Reneta Cash
  9794 Gumbo Rd
  Mountain Grv, Mo 65711
  
  Dear Ms. Cash,
  
  I am writing in response to an inquiry I received from the BBB, regarding your Auto Insurance Policy. In your
  correspondence you state “I Singed up with them in January and pay 6 months at a time. I got a bill for 587
  and called them to pay it but when I got on with them, they say it was not a bill and it was 40 dollars more
  (627), this was July. I paid it and got the bill a few days later. Then I got a letter stating I needed to pay 27
  more dollars, but my insurance card and other info says I am paid up. I called them and told them about it,
  to which they said disregard it. Then I got a call last night asking how I want to pay it off, but I disagreed
  stating I have been paid off and don’t owe till January of 2025. Now I am being threatened that my
  insurance is going to be canceled.”
  
  After reviewing your policy, we have determined the following: On 01/02/2024 you started an auto
  insurance policy with a premium of $492 which you paid in full. On 05/14/2024 you added another
  vehicle to your policy resulting in a prorated premium of $27 for the existing policy period.
  
  We are currently in the process of converting all our MO insurance policies to our new insurance
  system. Because your policy had already started the renewal process your new vehicle and the prorated
  $27 premium did not carry over to the new system. When your policy renewed in our new system it had
  only one vehicle and a premium of $519. Your agent then added your second vehicle to the policy
  increasing the premium to $627 which you paid in full.
  
  You later received a bill for the $27 that had not been paid when you added your second vehicle on
  05/14/2024. After receiving a notice of cancellation for non-payment you filed a complaint with the BBB.
  It is my understanding since filing your compliant you have received a phone call from your agent
  Jessica Johnson. Jessica was able to answer all your question and explain why you received a bill for
  $27. You have paid the $27 balance. You have been sent Disregard Notice of Cancellation letter.
  
  
  Please accept our apologies for the difficulties you experienced when contacting us regarding the concerns
  you had with your insurance policy. I wish to assure you lapses in member service of this nature are not
  indicative of the importance we place in providing our insured members with outstanding service. Thank you
  for allowing us the opportunity to address your concerns and reach and equitable resolution.
  
  If you have further questions or concerns, please do not hesitate to contact me at (314) 523-7350
  ext. 1066501 or borje.janet@ace.aaa.com.
  
  Sincerely,
  
  
  Janet Borje
  Vice President
  Automobile Club of Missouri

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My boyfriend (***** ********) and I pay $240.00 monthly for two cars. I paid $465 for renewal on July *******, and the agent **** stated there was no balance and everything was in the clear at that time. Now we are receiving a bill for $541.00. On Friday 9/20/24 I called to discuss why our bill jumped, I was told someone would get back with me by the end of the day which did not happen. I then called on 9/23/24 and was on the phone for about 2 1/2 hours trying to get it all figured out as to why the amount was higher, the *** that I spoke with said that she could not understand nor see why it was higher,The supervisor that I spoke with then told me that nothing could be done and that the payment needed to be made or our insurance would be cancelled.

  Business response

  10/01/2024

  Thank you for the opportunity to respond to Mr. ******* concerns. In reviewing the billing, there was an unpaid balance of $239.40 from the prior policy term that carried over. This unpaid balance was added to the scheduled August payment on your policy, causing a higher amount due for that installment. The auto policy renewal was cancelled per the insureds request on 9/24/2024. Lapses in member services of this nature are not indicative of the importance we place on providing our members/insureds with outstanding service. All of us at the Automobile Club of Missouri strive to meet the needs of our members and insureds. We have shared your experience with our management team and the matter will be reviewed and addressed. 

• 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,
  
  *************************

*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. ↩