ComplaintsforA A A Automobile Club of Missouri

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  AAA closed my local Office. My former Agent didn't notify me of this..I received a letter from AAA saying they closed the Office. No reason was given..I've emailed, sent tweets, messages sent through Instagram for almost 2 weeks. No reply. I tried calling but all I get are prompts. Nobody returns calls. I want to know what is going on. Why did they close my local Office? Why don't they return calls and messages. Why doesn't someone answer the phone? All this is poor business practice. I can take my business elsewhere! I want answers and I can't get them. ***

  Business response

  03/09/2022

  As stated is his complaint, this customer was notified by letter of the closure of our North Little Rock office when the agent left the company.  The letter provided contact information for our full-service Little Rock office for any insurance needs.  Additionally the complainant has spoken with one of our Policy Service agents, ****** ******, who offered to assist with anything he needed with his policy, but he refused and just wanted to complain about the office closure.  **** *******, Insurance Manager, attempted to call the customer several times this week.  Attached is a follow up email Mr. ******* sent to the customer again providing him with the name and phone number of an agent in Little Rock who can assist him and also giving his contact information.  The Little Rock office is only about 15 minutes from the customer's address, but he also may choose to transact all business via phone or electronically.   We apologize for any inconvenience caused by the closing of the North Little Rock sales office, but the agent who leased that office is no longer with the company, and AAA did notify the customer of this office closure.   

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a member of AAA for 37 years. A tow company hired by AAA damaged my car, this is not disputed since I have video evidence, they admitted fault. AAA has done nothing to resolve this, the tow company dragged their feet, they said they would inspect and provide an estimate, then asked me to provide an estimate, which I did. They didn't accept the estimate, said they would inspect. They offered my $500 without any support, the estimate was for more than $2000. More delay then asked me for a 2nd estimate which I provided, again they didn't accept. More delay, then asked me for a 3rd estimate, which I said no, had already provided 2 estimates then again offered an unsupported $500. I am a AAA member and therefore they should be responsible, if they want to collect from the tow company later.. then that is their option.

  Business response

  03/11/2022

  Management of The Automobile Club of Missouri is in the process of contacting this member regarding our resolution.  The Club is providing him a settlement in the amount of $2497.86. This amount represents the second estimate that was received.  Please extend our apologies for any aggravation and frustration this may have caused.

  Customer response

  03/12/2022

  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.

  How will the payment be handled?
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I needed insurance on my car, or so I thought. I didn't realize that my ex husband had already purchased insurance. I called AAA and asked for a refund. I mailed them my mom's death certificate because previously she had purchased insurance for me. They sent me the check but it was made out to my mom. I sent them the death certificate as proof! The check was for $154.00.

  Business response

  02/25/2022

  Our records show that check #******** in the amount of $156 was issued in the daughter's name and mailed on January 12, 2022.  Since the receipt of this complaint, we called the member and she confirms she did not did not receive this refund check.  We are placing a stop payment on the original check and reissuing another refund in her name.  We apologize for the inconvenience caused to the member in this matter.

  Customer response

  03/11/2022

  Customer would like for this to be re-opened, as she has not received the promised refund.

  Customer response

  03/22/2022

  This company sent me a full refund.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attached is the letter with attached documents explaining everything to the situation. I faxed it to ************, a number for which they gave me and requested a will. At this point there is no estate bank account and they need to make a check out to me.

  Customer response

  02/14/2022

  From: ************************* <*******************>
  Date: Mon, Feb 14, 2022 at 8:28 AM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.

   

  
  

  To: Better Business Bureau <disputeresolution@centralohio.bbb.org>
  

  
  
  

  Thank you for your prompt service. I would like to say you forwarded it to AAA of Ohio and yet I indicated the proper address as listed on the check. Furthermore, this happened to my mother as a resident of ******** not ****!

  
  

  This case has been transferred already twice within the BBB. 

  Apparently, I am a total idiot for using the drop down and identifying the proper AAA in Missouri as listed on the check.

  
  

  Sincerely, 

  **************** Hauber 

  
  

  Sent from my iPhone

   

   

  Hi **************, 

  I started this complaint online with the St. ***** BBB as mom was a resident in ************, **. Attached a picture.

  Thank you,

  ******

   

  
  

  Business response

  02/15/2022

  We have requested a stop payment on the original refund check and a new check to be issued in the daughter's name in the amount of $1,456.00.  If there are further questions, complainant may contact *****************************, Supervisor, at **************************    

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a customer from the dates of October 2020 until February 2021 when my account was supposed to be closed as per conversation with an agent over the phone. She had contacted me to make a payment. I informed her that I had moved out of the area. She informed me that she would no longer be able to service my needs as I had moved out of her area of coverage, but that she could extend it one more month for me to have enough time to get insurance elsewhere. I paid the amount she claimed I owed for that coverage. She assured me that after this my account would be closed. Before, and after I made the payment over the phone with the agent, she assured me that all amounts owed had been paid in full and that my account would be closed therefore not enter another billing cycle.However, AAA put my account into third-party collections for the amount of 70 dollars, according to my Equifax report. When I contacted the agent through e-mail she informed me she would make sure the account was closed and to dispute the debt with the creditor. She was supposed to close my account in February of 2021 when she told me that the payment I had made then was all I owed AAA. On December 15 2021, AAA, via an unauthorized withdrawal, removed 85 dollars from my bank account. I have not authorized autopay or autorenewal at any time during my membership with AAA. My account was paid via phone conversation with the agent.Subsequently, I have received a letter from a third-party collections agency, **************** Systems, claiming I owe them 139 dollars, the original creditor being AAA. The same collection agency reported to Equifax that the debt was 70 dollars.I have bank statements to prove that I paid my bill/premium and all charges and that payments were successfully transferred to AAA. I should never have been billed or considered a customer/member beyond the February 2021 payments service period, when the agent told me I was paid in full.

  Business response

  02/18/2022

  Please see attached letter being mailed to customer.  

  Customer response

  02/21/2022

  Complaint: 16735318
  
  I am rejecting this response because:
  
  

  To Whom It May ******************** have attached an image of my last ************ bill from services rendered at my former address. We discontinued this service after we had vacated the property. We had a deadline of 03/01/21. This bill will provide verification that we were no longer living at this address as we had discontinued service on or before 02/26/2021. 

  AAA Insurance was not given my new address until a recent e-mail exchange with my former agent. This email will also be provided and shows the agent even asking for our new address. The new address was not disclosed to the agent due to no intent on continuing services or memberships with AAA in any form after the ending of the billing cycle for account number *********. On the last phone call, I had with the agent she was informed that we had moved from *******, Il to ***********, **. She explained that though there were AAA offices nearby, I was no longer in her coverage area and would have to find a new agent unless I had plans to seek out other options. I agreed to pay any remaining amount owed for this policy, which was paid as reflected in my PNC Bank statement that has been attached to this statement.

  Before we had moved from ************* in *******, we signed up for mail forwarding with the ***** All US mail we received from AAA from 02/2021 would have been forwarded to our new address in ***********, **. In early May I received a letter from *****************************, AAA Collections Supervisor. This letter contained an itemized statement. This document has been provided. On this statement it lists activity as follows:

  10/16/2020 New Business$952.00

  10/16/2020 Payment-Pend Cash-$160.00

  10/19/2020 NSF Check$160.00

  10/26/2020 Payment Cash-$160.00

  12/01/2020Payment-Cash-$214.25

  01/11/2021Payment-Cash-$214.25

  02/11/2021Payment-Cash-$214.25

  03/18/2021Cancelled Policy-$144.00

  Service Charges$65.00

  Balance Due$70.25

  
  

  A cellphone call was placed to the agent on 03/19/2021 as a reply to a text message from her requesting me to call her. See attached text and call history if needed for reference. 

  During this phone call, the agent was informed of my having moved from *******, IL to ***********, ** as mentioned above. I was told by the agent that she would no longer be able to provide services as an agent due to us moving out of her coverage area, but that she could try, even at least for another month but that it would take opening another policy.

  This is where, from what I can tell, account number ********* enters the picture.

  According to AAA, as well the third party collections agency **************** Systems, L.P.,

  the amount of debt owed for this account is $139.000.

  This account listed the preparation date of  03/31/2021. Not only had we already moved from the address used for that account, but we also had already informed our agent of such changes during our last phone call on 03/19/2021. Again, Our new address in ***********, ** was not given to the agent at this time. Although, The agent persistently insisted that even though she wasn't supposed to, she could make it work with my old address anyway. I expressed clearly to the agent that it wasn't a good idea and that I would just have to get a new insurance provider but that I would consider a local AAA provider in the future.

  I had no intent to consent to open nor was my authorization given to open policy number A16753256. This account was also opened using an address I had not lived at in months. Using an address that you do not live at to open an insurance policy is fraud and I would not have nor have I done so. Nobody else should have either.

  If the documentation showing that I consented to open such a policy exists, I have yet to see or sign them. If they are somehow signed they have been done so fraudulently. After further review of my e-mail inbox, there is evidence that the documents required to be signed were expired and I wouldn't have had access to them if I even attempted to. I would not have entered into such a contract and given an old address and knowing I would just be canceling such a policy as we were shopping for other providers.

  For a contract to be binding one party must offer terms and the other must accept. An offer was made if I was willing to use my old address according to the AAA agent. This made me lose trust in the agent. Any further action taken by the agent was non-consensual. I accepted no terms concerning A16753256.

  The parties must also exchange something of value such as money. No money was given as indicated in my itemized bank statements from the same bank account that AAA had supposed automatic payment access to since 04/10/2021. They will also reflect sufficient funds available at the times payment would have been due.

  The parties must intend to be legally bound. No intent was present from me in any form and was only offered by the agent representing AAA.

  I request that AAA present any and all legally binding documentation concerning A16753256. Where did I sign? Where did I agree to enter into this policy agreement? What address was given at the time this policy was created? If the policy was signed up for auto payments, why were no payments withdrawn until 12/15/2021 in the sum of $85.00? 

  ($85.00 will be disputed with PNC bank.)

  Statement of Intent: Failed remediation at this current level for these issues concerning account number ********* will result in a complaint being filed against AAA and its agent to proper insurance fraud investigating parties up to but not necessarily including NAIC, Illinois State Attorney General, and any other investigative parties deemed necessary.

  
  

  The matter of A06375666 and the alleged $70.25 owed will be addressed more thoroughly below. As AAA collections claimed in their letter dated 4/29/2021, the amount owed is $70.25

  My provided records show different information and present my claim that the amounts needed closer scrutiny as they are reflected differently by both parties. Using the above-mentioned itemized statement originally provided to me by AAA's collection manager and comparing the information to the below information from the provided bank statements it is easy to see why I am not seeing where I owe AAA $70.25. I am open to discussion of remediation considering this particular amount if the mediating party finds fault in either party's claim. Below is an itemized list from my bank records that shows the date of payments being withdrawn by AAA.

  
  

  10/14/20 Debit. "Member Payment."-$10

  Note: Above only reference to start date of memberships.

  10/27/20Debit Payment-$160.00

  12/03/20Debit Payment-$214.25

  01/13/21Debit Payment-$214.25

  02/12/21Debit Payment-$214.25

  03/23/21Debit Payment-$167.00

  
  

  The payment of $167.00 withdrawn on 03/23/21 has a $23 difference between the claim of $144.00 from AAA and the provided bank statement for the payment. They also added $65.00 as a service fee and an alleged balance due of $70.25. Reviewing the itemized statement from AAA's collections manager, it's easy to find the $5.25 mistake as the amount paid was greater than the amount listed as owed by $23 dollars which would bring the amount to the $65.00 service charges after removing the error.  With the actual amount owed being only $47.25.

  However, on 12/15/21, 10 months after account and membership closure, AAA withdrew $85.00 from my bank account as a "renewal fee." Again, The only payments agreed upon were made over the phone with my debit card while talking on the phone with the agent, and are documented within the attached documents. No debts or payments should have been incurred beyond 3/15/2021 when the account and membership was canceled. No payments were agreed upon for any AAA membership or services beyond that date. If you add the $85 dollars, they shouldn't have taken, to the itemized amounts above, AAA would actually owe me $37.75 according to the provided information.

  
  

  Again, I am requesting that the issue be resolved by AAA rescinding its claims against me to **************** Systems in order for my credit report to be corrected, or providing detailed, itemized, and legally binding documentation to show evidence supporting their claims against me. I feel my statements are proven with all information provided and that the debts are fictitious.

  
  

  Copies of this entire statement and all related information have been retained and ************************* reserves the right to provide these copies to other third parties and or investigative organizations and individuals.

  
  

  Sincerely,

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

  
  

  NOTE: Bank statements that were previously provided to AAA show transaction dates and can be submitted to the BBB. This form will only allow a limited amount of attachments. However they are attached to this email.

  
  

  Sincerely,
  
  *************************

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/6/2021, my vehicle had a flat tire (flat tire.pdf). AAA dispatched a tow from Armada Towing to my home so the tow tech could remove the wheel for a tire repair. The tow tech accidentally broke the wheel lug nut (wheel stud.pdf). A rep from Armada Towing named "***" then came to my home and told me they would not be paying for the repair even though they caused it. The tow tech made an honest mistake; however, this supervisor "***" made pejorative comments about the tow tech (who happened to be non-White) as well as about my car itself. I have since learned that "Armada" has a reputation for this offensiveness (their website home page is attached where they admit this to be an issue, armada.pdf). I then requested that "***" contact me with a solution and he ignored my calls and a text request to fix the issue. I contacted AAA as well and they have provided no response or solution. Its unfortunate that AAA chose Armada as a subcontractor, but as their customer that ultimately isnt my problem as all I wanted was a tow and the wheel removed so I could get the tire repaired.With the car then not drivable, I had to have a rental vehicle during this time and expect reimbursement for that as well (flat tire rental receipt.pdf)I have since had the wheel repaired at my own cost and expect reimbursement for the damage (caliber bill.pdf)Thank you in advance for attempting to work with AAA for a resolution to this greatly expensive, inconvenient, and unprofessional scenario. I believe AAA has likely contacted Armada as well to resolve this and would assume Armada has been unresponsive to AAA as they were to me. Nevertheless, If I do not get a satisfactory resolution through BBB, I will be forced to take further legal action.

  Customer response

  02/07/2022

  Hi and thank you for following up.  I have attached a letter from AAA from 11/10/2021 where the complaint address of *********, ** was provided.  It does not seem clear to me what specific address the BBB wants to use for correspondence.  I was led to believe service was to be provided by AAA-Missouri which was what my membership was directed to, as that region also covers ***************** which is where I reside.

   

  Please let me know what other information I can provide to help get to the bottom of this.  Thank you again!

  Business response

  02/14/2022

  Due to the untimely handling of this complaint our local contractor, Armada/St. *****************, has agreed to full restitution of requested reimbursement in the amount of $1,214.87.  This amount represents $334.90 in repairs and $879.97 for a rental car. In addition, the Club has restored any used road service entitlements to our members' account.  We apologize for the issues our member incurrent while attempting to obtain service.  
  

  Customer response

  02/14/2022

  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.

  Thank you to AAA for handling this unfortunate scenario professionally and to the BBB for your service.

  
  Sincerely,
  
  *******************************

  Customer response

  02/28/2022

   I accepted the offer from the business but am unable to determine when the business is issuing the refund they committed to delivering.  Is there a way that I can follow up on this?

  Business response

  02/28/2022

  *************************, AAA Contract Stations Relations Supervisor, has attempted several times to get in touch with *********************.  The contract station was waiting to issue the check until **** is able to verify the correct mailing address from ********************** and that the resolution amount was accepted by him.  We are requesting that ********************** contact ************************* at ************ at his earliest convenience so the business can get this refund processed.  Thank you.  

• Initial Complaint

  01/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 9, 2021 my daughter ******* ******** a household member on my AAA membership plan called emergency roadside service and requested a tow. She was broke down on the side of the road. AAA notified her that it would 3 or more hours. AAA told my daughter that if she called a local tow company, they would reimburse us. No one at AAA will respond to my request for a refund. I am requesting a refund of $130 to cover the cost of the tow.

  Business response

  01/25/2022

  We apologize for the difficulties this customer has encountered in obtaining a service refund.  A request for reimbursement of the $130 out-of-pocket expense has been sent to our corporate disbursements department.  A refund check will be mailed to the customer once processed.     

  Customer response

  01/25/2022

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

  Customer response

  02/16/2022

  I have not received reimbursement.

  Business response

  02/24/2022

  Refunds are processed from our California Disbursements department.  Records show that Check #******** in the amount of $130 was mailed on 2-14-2022.  If the member still has not received the check by Monday, please contact ******* ****** at ************* **** ******* and we will stop pay and reissue.  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an auto insurance with this company. I pay monthly. I was doing my renewal and I was trying to set auto pay with them for the 17th of every month. They tried to withdraw the money on 12/1. I received an overdraft fee because the money was not in there. I called them and told them I received the overdraft fee. They refunded the monthly payment, but not the overdraft fee. AAA is asking for the monthly payment, the overdraft fee and returned check fee. I feel like I shouldn't have to pay an overdraft fee because it wasn't my fault. They were not authorized to take the payment on the 1st. The auto pay was supposed to begin on the 17th.

  Business response

  12/21/2021

  On 12/16/21 we received the bank documentation required to submit a bank fee reimbursement, and on 12/17 we issued a refund in the amount of $27.50 to the customer's mailing address on file.  ******* *******, Member Service Center Supervisor, has informed the customer of this.     

  Customer response

  01/10/2022

  I want them to reopen this complaint.  They sent me a bill for the $27 they returned to me.  They went up on my payment because they said I owe them for the $27.  I do now owe them. This is not right.

  Business response

  01/25/2022

  Attached is an email sent to this customer.  One of our policy services representatives has attempted reaching out to the customer regarding this issue.  Customer should contact this agent for further resolution.  

  Hello Ms. *****,

  I am wanting to assist you with your complaint and also with your policy and possibly reinstating it. When I attempted to call the phone # on file, it stated that “the subscriber you have dialed is not in service”. Please let me know a good phone # to reach you, or we can correspond via e-mail, whatever is easiest for you. I researched your account and we did order to mail you a refund check for the $27 of overdraft fees for your bank. If you are referring to the bill for $180.20, that was the original amount due to secure your renewal on 12/17/2021.

  If you wanted to avoid a lapse in insurance, we can reinstate your policy if you have had no losses or tickets between 12/17/2021 to present. If this is the case, and you want me to reinstate your account, please reply confirmation of no losses and to proceed with reinstatement. The system generated a refund for the amount that you had already paid,$153.52, so I can have the reapplied to your account and put a stop payment on that check.

  Thank you for your time with this, we look forward to hearing from you.

  ***** *****

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

  Customer response

  01/26/2022

  I don't want to pressure this issue with AAA insurance no more they give me my money back what I paid them after they canceled my auto insurance and now I am done with this company, I canceled everything I had with they and I have more on to another company to do business with another company,  thanks for all your help 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. ↩