Property Insurance
A A A Automobile Club of MissouriThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:AAA Automobile Club of Missouri reflects complaints by Missouri, Louisiana, Mississippi, and Arkansas residents only. Some consumers complained that they had difficulty obtaining a refund, experienced poor customer service and long wait times, had difficulty managing automobile claims, and were sold overpriced or insufficient batteries. The company has responded to all complaints.
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
Customer Complaints Summary
- 188 total complaints in the last 3 years.
- 54 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/09/2023
Type:Service or Repair IssuesStatus: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 satisfactionBusiness 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 tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:10/09/2023
Type:Service or Repair IssuesStatus: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 been a member for 4 years now, I called and requested a tow & service on Monday 10/02/2023. As I was on the phone with the agent before I gave my location or anything else she requested my card number and it automatically took the service fee off before we continued. So my sister contacted me at the moment I was on the phone and told me to cancel due to she was go get my vehicle towed at a cheaper price. So I admittedly told the agent to cancel the service. She said it was no problem to do so and the money will be refunded back to my card. My sister suggestion didn’t work out, so I called AAA back for a tow again, then like the first time they admittedly charged my card again, then I gave them the location, I was told it will be extra fees for mileage, so it was over my price range so I ended up canceling again. So I was told I will also receive my money back on that transaction. First they was saying it’s a 3 day hold after I called the next day once I noticed I wasn’t refunded that day. 3 days went by they still haven’t refunded my money back to my card. I been calling them they keep saying different things like it will be on there today which was Friday 10/6. Now it’s been a week and they still telling me different grace times and different procedures and my money still haven’t been refunded a week later.Business Response
Date: 10/13/2023
Thank you for the opportunity to address Ms. ******'s concerns. Please see the attached letter as our response.
Better Business Bureau
Southwest Missouri & Illinois
*** * ******** **
***** ****
*** ****** ** *****
October 12, 2023
Ref. : ******– Complaint # ********
Upon receipt of the above referenced BBB Complaint, I attempted to call Ms. ****** for an
update on her receiving the refund requests. I have left a voicemail requesting she call me back.
Our records indicate that the credit has already been posted on 10/10/23. Unfortunately, EFT
debits/credits can sometimes take several days for clearing to take place.
If Ms. ****** needs any additional information, she can contact me at my below listed number.
*** *****
******* *******
AAA Missouri
***** ** ***** **
*** ****** *** *****
************ * *** ****Customer Answer
Date: 10/17/2023
On my transaction with AAA it wasn’t a refund that I was receiving, it was a cancellation. I was told by one of the agents that refunds take up to 10 days to be refunded back after I called 4 times. I explained my transaction with her, and made it clear I did a canceled service and she understood and stated that canceled services take up to 3 days, other agents agreed that I spoken with said the same that it’s a 3 day hold on canceled services. Each time I called different people was telling me my funds will be on my card, one agent even said it was a glitch in they system and I will have my money posted back on my card on 10/6. Overall I received my funds back on 10/12. I’m thankful for that, but this has been a long, unethical, unreliable, confusing situation.Business Response
Date: 10/25/2023
Better Business Bureau
Southwest Missouri & Illinois
*** * ******** **
***** ****
*** ****** ** *****October 25, 2023
Ref. : ******– Complaint # ******** – Supplemental Response
In regard to Ms. ******s complaint rebuttal, I have attempted to contact Ms. ****** after her original complaint on October 12th and again today October 25th. Based on her rebuttal she has received credit back to her credit card from where she originally requested/cancelled service and requested/cancelled a second time. I would like to apologize again for her inconvenience and any miscommunication that took place with her multiple calls regarding service.
As stated above, I have attempted to call and discuss if there is any thing additional that we might be able to do for Ms. ******. Our records indicate that she’s been fully credited but request that she please call if she needs any additional assistance.
Upon receipt of the above referenced BBB Complaint, I attempted to call Ms. ****** for an update on her receiving the refund requests. I have left a voicemail requesting she call me back.
Our records indicate that the credit has already been posted on 10/10/23. Unfortunately, EFT debits/credits can sometimes take several days for clearing to take place.
If Ms. ****** needs any additional information, she can contact me at my below listed number.
*** *****
******* *******
AAA Missouri
***** ** ***** **
*** ****** *** *****
************ * *** ****Initial Complaint
Date:10/08/2023
Type:Service or Repair IssuesStatus: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.
AAA never has any tow trucks available. It takes 6-12 hours to get a tow and they don't do ANYTHING to help you. Their supervisor literally told me to call and get my own tow instead.Business Response
Date: 10/13/2023
Thank you for the opportunity to respond to Ms. *********'s concerns. Please see the attached letter as our response.
Better Business Bureau
Southwest Missouri & Illinois
*** * ******** **
Suite ****
*** ****** ** *****
October 12, 2023
Ref. : *********– Complaint # ********
Upon receipt of the above referenced BBB Complaint, an investigation was started to find
where a service request had been made by Ms. ********* to *** ********. Unfortunately, a
search for Ms. ********* did not show any requests for service within the territory covered by
*** ********. I have attempted to call Ms. ********* and left a voicemail for her to return my
call. I have also sent an email to the email address provided on the BBB Complaint.
Without any additional information I am unable to ascertain if *** ******** is the proper AAA
Club that Ms. ********* has a complaint against, or if it would be the AutoClub Group which
would probably be her home Club for her area of Tennessee.
If Ms. ********* can supply and additional information, she can contact me at my below listed
number,
*** *****
Program Manager
*** ********
***** N. Forty Dr
St. Louis, Mo. *****
************ x *** ****Initial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus: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.
My daughters car stopped in ****** ********. Called AAA Never received service. Was stranded for more than 5 hours on highway late at Night. On September 17, 2023 *********** police was able to contact a tow company to tow her car to safety. She has had AAA Premier for several years. Her name *********************************-Bon card ******************Business Response
Date: 10/13/2023
Thank you for the opportunity to address ********************' concerns. Please see the attached letter as our response.
Better Business Bureau
Southwest Missouri & ********
*****************
Suite 2060
*********, ** 63102
October 12, 2023
Ref. : ******** Complaint # ********
Upon receipt of the above referenced BBB Complaint, an investigation was started to find
where the communication breakdown occurred which subsequently resulted in not providing
service to ******************** daughter in ******, **.
I spoke with ****************** today and provided contact information so we can get a reimbursement
processed for towing expenses his daughter incurred that evening/early morning. He has
already acknowledged receipt via email, so I feel confident we can quickly resolve their out-of-
pocket reimbursement.
We would like to extend our apologies to ******************** and his daughter for the poor service-
related issues she encountered and request that they contact me if he has any other questions
regarding this matter.
*** Means
Program Manager
AAA Missouri
12901 ***********
*********, **. 63141
****************** 6831Customer Answer
Date: 10/16/2023
I do not consider this issue resolved until reimbursement has been made. A copy of the receipt was sent on October 12 or 13 to AAA. I am now waiting for a response & reimbursement.
Business Response
Date: 10/25/2023
Better Business Bureau
Southwest Missouri & ********
*****************
Suite 2060
*********, ** 63102
October 25, 2023
Ref. : ******** Complaint # ******** Supplemental Response
I spoke with ******************** today and assured him that his reimbursement has been processed as of last week after we received copies of the tow bill. We discussed that the process will take 7 10 days before he receives his check. I asked that he please contact me if he experiences any delays and I have previously emailed him my contact information.
Upon receipt of the above referenced BBB Complaint, an investigation was started to find where the communication breakdown occurred which subsequently resulted in not providing service to ******************* daughter in ******, **.
I spoke with ****************** today and provided contact information so we can get a reimbursement processed for towing expenses his daughter incurred that evening/early morning. He has already acknowledged receipt via email, so I feel confident we can quickly resolve their out-of-pocket reimbursement.
We would like to extend our apologies to ******************** and his daughter for the poor service-related issues she encountered and request that they contact me if he has any other questions regarding this matter.
************
Program Manager
AAA Missouri
****************************
*********, **. 63141
****************** 6831
Customer Answer
Date: 10/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:10/01/2023
Type:Service or Repair IssuesStatus: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.
Title: Disappointing Experience with *** ************** Rating: ?????I recently had an unfortunate breakdown on the side of the highway, and, being a *** member, I expected prompt and efficient service. However, my experience with ***'s towing service left much to be desired.Upon calling *** for assistance, I made it explicitly clear that my vehicle was accompanied by a small utility trailer, which I was assured was covered by my membership. To my dismay, when the wrecker service was dispatched, they insisted on an additional fee to tow the trailer. I was willing to detach the trailer to avoid the extra cost, but I was informed by the driver that it had to be towed together with the vehicle.This contradiction in information from *** representatives and the unexpected fee was not only frustrating but also added an unnecessary financial burden to an already stressful situation. Clear communication and consistency in information should be fundamental in a service like this.Furthermore, the ordeal was exacerbated by an incorrect location in the *** system, resulting in an agonizing wait of over 4 hours for the tow to arrive. The inaccurate location data not only wasted my time but also demonstrated a lack of attention to detail on ***'s part.While I have been a loyal *** member for years, this experience has left me questioning the reliability and effectiveness of their towing service. I hope that *** takes these concerns seriously and works towards improving their service to maintain the trust of their members in the future.Business Response
Date: 10/06/2023
Thank you for the opportunity to address ****************' concerns. Please see the attached letter as our response.
BBB
*****************
Suite 2060
*******************
October 6, 2023
Ref. : ****** Complaint # ********
Upon receiving the above referenced complaint an investigation was initiated to determine what caused
the confusion or miscommunication with the road service call. In the original call recording ****************
was unclear of the exact mile marker where she was located, either MM63 or MM83. On this call we
determined that the **** Receiver was informed of a utility trailer but failed to acknowledge the trailer
with ****************. The call record has been forwarded on to the **** Center Supervisor for review and
corrective action or additional training as needed.
In the subsequent calls it was determined that there was additional confusion over the level of
Membership that **************** had coverage for. **************** is a Member of a sister **** to AAA Missouri
which has various levels and rules beyond basic emergency road service.
After confirming the level of service **************** is entitled to from her home ****, it was unfortunately
determined that she had just upgrade her coverage that day and was ineligible for trailer coverage until
Tuesday, the following week.
AAA Missouri would like to apologize to **************** for the initial confusion that she experienced from
our **** Center, and the delays she encountered. I suggest **************** contact her home to determine the
exact levels of coverage that she has beyond her basic road service.
************
Manager, Member Relations
AAA Missouri
**********************.6831Initial Complaint
Date:09/21/2023
Type:Service or Repair IssuesStatus: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.
Septiembre.172023. I called aaa for a tow home and then the tow truck driver comes back 10 mins later and takes my carBusiness Response
Date: 10/05/2023
Thank you for the opportunity to respond to ****************** concerns. Please see the attached letter as our response.
October 3, 2023
********************* Membership Number:
668 W 11th St **************** 60
************************
Dear **************:
Thank you for taking the time out of your busy schedule to report your emergency roadside
service experience. Your correspondence to the Better Business Bureau (BBB) was
forwarded to me as a matter under my responsibility.
A review of our records reflects that you contacted the Automobile **** of ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">California (Auto ****) on September 18, 2023, requesting towing service for your vehicle. In
your correspondence, you advised of your concern with the handling of the tow service
request which resulted in the independent contractor impounding your vehicle. Ultimately,
you are seeking a review of your experience and follow-up to address these service
concerns.
To start, thank you for allowing us to review and respond to your service concerns. Your
feedback is important to us, as it will enable us to assess and improve upon our member
service experience. It is our mission to provide both timely and courteous service to our
members in need of roadside assistance. In reviewing your service request, we found that
you were not informed at the time of placing your service request nor upon the service
provider arrival that the tow service would be at your expense as the telephone
representative had dispatched the call to the service provider as cash on delivery (COD)
service without your approval. In consideration of these findings, the Auto **** will
reimburse the towing and impound expenses you incurred on the date of service. As to
avoid a recurrence of this nature in the future, we have counseled both our staff and
contracted service provider alike of the importance our mission, along with ensuring our
members are properly counseled if their call allotment has been exceeded and any
additional charges may apply.
October 3, 2023
*********************
Page 2
On behalf of our entire organization, we would like to extend our sincerest apologies to you
as we were unable to provide you with a totally satisfying member experience. We highly
value your membership and find it disappointing that your experience fell short of our goal
and your expectations. As such, please find enclosed a reimbursement of your out-of-
pocket towing and impound expenses in the amount of $260.00.
**************, thank you for your 2 years of membership with the Automobile **** of ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">**********, we greatly appreciate your continued support and association. If you should have
any additional questions or comments, please do not hesitate to contact my associate, Ms.
*********************************, at **************.
Sincerely,
Nannalee *******
Vice ********** ********** Services
Automobile **** of *******************
Cc: Better Business Bureau (BBB)Initial Complaint
Date:09/05/2023
Type:Service or Repair IssuesStatus: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 bought a battery from AAA and was told it was under warranty but when I called them about service for the battery they charged it as a service call. This wasn’t told to me when I purchased the battery why would you charge someone with a service call for merchandise bought from the company that was still under warranty.
LOCATION INVOLVED:
AAA Roadside Service
**** ********** ***
*** ******* ** *****Initial Complaint
Date:08/29/2023
Type:Customer Service IssuesStatus: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.
Yesterday I had my first dose of AAA non-service! First time I call for help (a tow) I got the text message saying my help would arrive in approximately an hour. Acceptable I guess. I was 20 minutes away from a city of 105,000. After an hour I got a new text message saying that my help would be two additional hours. What? I called in and long story short, they said that they had one agent who was on another call and he was over an hour away. The call he was on was in the capital city of my state, 40 minutes from the town I expected to be served from. How many agents are there? I would have expected a couple choices of tow companies in each city. I called a non AAA provider and they got to me in approximately an hour. AAA driver called me to say he was on the way and I told him that I had another company come out. The driver who got me said that his company used to be AAA and AAA let them go because of a one hour average call time that apparently wasn’t good enough. Now that they brought in they private company out of St Louis to this area it’s a three hour wait. Nice improvement AAA. Nice improvement! I’m going to fight for every penny of my premiums I’ve paid over the years. It was all for nothing. What piece of mind? It’s fake!Initial Complaint
Date:08/28/2023
Type:Customer Service IssuesStatus: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 was contacted by ******* at AAA Overland Park Kansas. Her unethical as behavior as a licensed agent representing a large company has caused me hardship. She called and asked me questions and misquoted. I signed up and paid. A week later it the true quote was mailed after I already signed up and paid, making the policy rate skyrocket. What was hurtful to me is that while I was trying to get it straightened out with aaa to keep my insurance, she sent me numerous inappropriate text messages falsifying rates and using mockery language such as “lol” as I was trying to ask questions and get to the bottom of it. When someone is trying to straighten business out it is not a laughing matter. Her actions hurt me financially and I would like to speak with someone from aaa. I want to ensure no one else has to go through this with an agent. I can’t recommend aaa again due to her actions and I use to have this insurance for years.Business Response
Date: 09/05/2023
Thank you for the opportunity to respond to *** ******** concerns. Please see the attached letter as our response.Initial Complaint
Date:08/24/2023
Type:Billing IssuesStatus: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.
In December of 2022 I removed AAA. The BBB helped me with the process. I was checking my account on 8/17/23 and realized that AAA has still been charging my bank account at random. I’ve been trying to contact someone for a week to ask them why they are doing that. On 8/24 I got an answer and a guy said they’ve charged me for renters insurance. I don’t need renters insurance and when I canceled my account in December of 2022 I was told it was clear. The man who answered the phone on 8/24 just transferred me in the middle of talking and when I selected to speak with billing no one answers the phone.Business Response
Date: 09/01/2023
Thank you for the opportunity to respond to *** ********* concerns. ******** ******* applied for auto and renter's insurance with AAA on November 7, 2022. *** ******* requested the auto insurance to be cancelled
December 12, 2022, which was processed that day. Per *** ******** she also
requested her renter’s insurance to be cancelled at that time, however the
renter’s cancellation was not processed. Management will request that
underwriting backdate the cancellation of the renter’s insurance. Once approved
and processed, a refund will be mailed to *** ********* address.
A A A Automobile Club of Missouri is NOT a BBB Accredited Business.
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