Business Profile

Property Insurance

A A A Automobile Club of Missouri

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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

187 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

If you've experienced an issue

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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:08/22/2023
Type:Customer Service 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 was in an accident on June 12 2023. I have 2014 Ford Escape. I kept calling the adjuster about what is going on and I am getting no where. I provided all the information needed, including the estimate of total damages and the police report. ******* ********** is my point of contact and I keep getting no answers. I haven't had a car for months and they haven't given me a rental car.
Business Response
Date: 08/29/2023
Thank you for the opportunity to respond to *** ***** concerns. Please see the attached letter as our response.
Initial Complaint
Date:08/21/2023
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.
Keep sending me their insurance quotes with a misspelled name and looks suspicious. I am tired of people sending me correspondence without me requesting it! I called the company and said they didn’t have records! The why *** * are they sending me ****!?
Business Response
Date: 08/25/2023
Thank you for the opportunity to address *** ********* concerns. Please see the attached letter as our response.
Initial Complaint
Date:08/17/2023
Type:Customer Service 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&#**;ve been with AAA for 14 years and had auto insurance and home insurance. My auto insurance expired on 7/15/23 but there is a 30 day grace ******* I made an online payment of $911 for my auto insurance on 8/1/23, and received a confirmation of the payment. This was well within the grace ******* They didn&#**;t post it until 8/9/23. On 8/14/23 (or another day earlier this week), I received a letter dated for 8/4/23 stating my insurance policy had lapsed. I called customer service letting them know I made a payment on 8/1/23, he was able to pull it up, but said I still needed to pay $248 to start a new policy. I told the person I spoke with that if they couldn&#**;t reinstate the policy I wanted a refund. He said they were going to look into it. Since then I&#**;ve called at least 15 times. The only person I was ever able to speak with was a representative named ***********************. He said they were still working on the situation. He could not give me any additional information.
Business Response
Date: 08/23/2023
Thank you for the opportunity to address Ms. ******* concerns. Ms. ******* policy #MOA129017581 was due to renew on July 15, 2023. On July 23, 2023, a letter was mailed to **************** indicating that a renewal payment had not been received and payment must be made prior to August 4, 2023, to avoid cancelation of her policy. A payment of $911.00 was processed on August 9, 2023, which was after the late renewal due date. On August 16, 2023, **************** called to inquire about her policy. Agent ********************* advised her that her payment was received late and her policy was canceled. ************** wrote a new policy (#MOA197065370) for ****************. The new policy was calculated with a rate based on having a lapse in insurance coverage resulting in a higher premium.

After further review, it was discovered that there was a delay on our part processing Ms. ******* payment that posted on August 9th;therefore, underwriting agreed to reinstate the prior policy #MOA129017581 with no lapse in coverage. The payment of $911.00 was applied toward MOA129017581 and the new policy MOA197065370 was flat cancelled. A refund of $243.54 is being mailed via check to **************** on August 23, 2023.
Customer Answer
Date: 08/23/2023
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,

*************************
Initial Complaint
Date:08/11/2023
Type:Customer Service 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.
Purchased battery from AAA on 7/16/23. On 8/4/23 car wouldn't start so towed to ***** ****. On 8/7/23 ***** **** diagnosed "dead cell" in battery. ***** ****, a AAA approved facility, charged $87.11 to diagnose the faulty battery. Requesting reimbursement of $87.11 diagnostic fee since did not expect a battery less than 3 weeks old would be a problem. AAA did replace the battery at no charge since it was under warranty, but after discussion with AAA (******** ****** and *** ***** from Member Relations on 8/10/23) we could not resolve the issue regarding the reimbursement of the diagnostic fee. The tow company used also did not think the battery was the issue before towing the car to ***** ****. Was told by AAA that the battery is an ********** ******* which per the ********** ******* website states the batteries are outrageously dependable and long lasting which would lead one to think that it was not the less than 3 weeks old battery that would be the issue for the car not starting. This is the website of ********** *******: ***********************************
Business Response
Date: 08/18/2023
Thank you for the opportunity to address *** ******* concerns. Please see the attached letter as our response.
Customer Answer
Date: 08/18/2023
Complaint: ********

I am rejecting this response because: During the phone conversation on August 17, 2023 around 11:30 a.m., *** ***** stated that he would be contacting their Legal Department as to the Interstate AAA Limited Warranty-United States Effective batteries purchased July 1, 2022 or later which states that "Some States do not allow the exclusion or limitation of these incidental or consequential damages, so the above limitations or exclusions may not apply to the original Customer." I am awaiting *** *****' response to the BBB regarding what he has discovered the Legal Department's response is to what is printed on the Limited Warranty as to which states are included in "Some States do not allow the exclusion or limitation of these incidental or consequential damages....". *** ***** as reported in my previous comments stated he would not send the information directly to my email that he has but would be sending that information to the BBB. I would like to see what printed documentation the Legal Department has about this. *** *****' response letter does not address this pertinent part of the phone call that as a consumer would be beneficial as to understanding the entirety of the warranty provided. My interpretation from reading the Interstate AAA Limited Warranty is that there are exceptions to the policy regarding the exclusion of diagnostic charges in some states. Please see the Warranty Exclusions and Limitations of Remedy section in the attached pdf of the Interstate Batteries AAA Limited Warranty from the comment from me on August 17, 2023.
In regards to *** *****' response letter to the complaint: AAA was called on August 4, 2023 regarding towing as I stated that the car did not start. Otherwise, I would not have needed a tow as the car was not in an accident nor had a flat tire nor out of gas. From the discussion with the AAA representative, the towing distance which I think was reported to be 5 miles under Roadside Service from AAA would not cover the distance to the dealership nor the AAA approved repair shop. As a result, I contacted my insurance company, State Farm, which allowed towing at a greater distance under my roadside assistance from them. Thus, State Farm was used instead of AAA. The tow company that was sent from State Farm was able to turn on the headlights and when asked if this could be a battery problem stated that it wasn't. This information was given to *** ***** during our phone conversation on August 10, 2023. As stated in the previous comment to the BBB from August 17th, the ability to turn on headlights was different from when the original AAA battery was purchased and installed on July 16, 2023. On July 16, 2023, none of the car lights or radio would come on. Thus, when the car would not start on August 4th but the car lights did turn on, the thought that the less than a month old battery would be defective did not seem to be an explanation for the car not starting. Given that I did not think the battery could be the problem, I did not inquire about the battery warranty. This information was given to *** ***** yesterday, August 17th when he stated that I had diagnosed a battery problem on July 16, 2023 and should have realized it was a battery problem again on August 4th thus making me respons**le for the towing and diagnostics testing. I had pointed out the differences to him between those two days regarding having the car not start nor car lights work on July 16th but having the car lights work but the car not start on August 4th. Please note that when Kev's Car, the AAA approved repair shop, diagnosed the problem as the AAA battery on August 7th, I did call AAA to report this. The AAA representative whom I spoke with was very helpful and stated that she would send a battery truck to ***** **** to check to ensure that it was a defective battery and then to replace it if needed. The defective battery was replaced on August 7th by AAA. Had the less than a month old battery not been defective, I would not have gotten my vehicle towed to determine the reason as to why my car would not start. As expressed in the first paragraph, I would also like to know which states in the country do not allow the exclusions stated in their warranty of the batteries.

Sincerely,

***** *****
Business Response
Date: 08/28/2023
AAA Missouri is again denying *** ******* request for any additional reimbursement. We
arranged for her battery to be warrantied as soon as we were notified that it was
problematic. She has stated on numerous times in her correspondence that the decision was
made both by her and her towing company that it wasn’t the battery and needed to be
towed. As I attempted to explain to Ms. Parsa, it very well could have been a faulty
installation of her new battery causing her no-start condition, in addition to the poss**ility of
a defective battery. Her misdiagnosis of testing the new battery by turning on the headlights
and not discussing the problem when she called AAA on August 4, 2023 resulted in the
unneeded expense. If *** ***** had called AAA and the Technician mis-diagnosed the
defective battery, her subsequent expense would be given consideration.
Again, because of her long-standing Membership, AAA Missouri is still willing to offer a
$40.00 discount off her next renewal as a compromise to help offset the expense she realized
from her misdiagnosis.
Upon receipt of the above referenced BBB Complaint, I contacted *** ***** again to discuss her
claim for reimbursement, and our policy regarding excluding diagnostic charges.
The battery was originally installed on July 16th. On or about August 4th, the vehicle would not
start again. The Parsa’s called AAA to inquire about what the charges would be to have their car
towed to a repair shop. They were quoted the estimated tow charges in excess of their
membership entitlement but declined to use their insurance coverage instead. At no time did
they inquire about Battery warranty or state they were having a no-start condition. Doing so
would have resulted in not having the vehicle towed, but getting the new battery inspected,
and verifying that installation was done correctly. We subsequently dispatched service to their
repair shop, verified the battery was defective and exchanged the battery.
Because of their long-standing Membership I offered a compromise settlement of $40.00
towards a discounted membership renewal even though diagnostic were done by their
mechanic, at their request.
I have extended our apologies to *** ***** for any service-related issues she encountered and
again explained the AAA Policy regarding diagnostic exclusions.
*** *****
Program Manage
Customer Answer
Date: 09/07/2023
Complaint: ********

I am rejecting this response because: At this point, I am still awaiting an email confirmation of the phone call conversation as well as the diagnostic fee reimbursement check of $87.11 that *** ******* ******** from AAA stated would be sent to me from our conversation around 5 p.m. on Friday, September 8, 2023. It is my understanding that *** *******s is *** *****' supervisor. I have left a voice mail with *** *******s today around 12:15 p.m. to inquire about the reimbursement check as well as the email. I will update the BBB if I receive a response, email confirmation, and diagnostic fee reimbursement.

Sincerely,

***** *****
Initial Complaint
Date:07/29/2023
Type:Customer Service 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 received a AAA member through my carrier and was not planning to renew my membership as I get the same service from my insurance company. However, I was charged $30 and automatically renewed without my permission and when I wrote to AAA to demand why I was charged without my permission and to cancel my membership on the week of July 17th, they have yet to respond.
AAA Automobile Club of Missouri
********************************************************
**********
Business Response
Date: 08/04/2023
Thank you for the opportunity to address **************** concerns. Please see the attached letter as our response to his complaint.
Customer Answer
Date: 08/05/2023
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:07/24/2023
Type:Billing 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.
A friend and I went on a cruise and everything should have been split down the middle. I have been charged unknown hidden fees in the amount $1630.49, there is nothing in writing about the hidden charge. I contacted my agent ****** ***** and he stated that he did not have anything to do with that even though he was the only one who debited my account. The $1630.49 was not equally divided I was solely charged. The consumer should know a head of time regarding the I would like to be refunded $1630.49 back into my account.
Business Response
Date: 07/25/2023
Thank you for the opportunity to respond to Ms. *****'s concerns.
In December 2022, the client
purchased a cruise package for herself as the sole passenger in a single cabin
for $5902.94 departing in May 2023. The client paid in full in December
2022. The Travel Advisor provided an itemized invoice with all charges
and payments when payment was made. In March of 2023, the client contacted her
Travel Advisor to change from a single cabin to a double cabin. The new
total for a double cabin was $8544.90. The price per person was $4272.45.
Since the client had already paid $5902.94; the remaining balance due was
$2,641.96. The companion paid the remaining balance of $2,641.96 which
the Travel Advisor processed with the cruise line. An itemized invoice
detailing all charges and payments was provided to the client.

The client states she was
over charged by $1630.49 and that this is a hidden charge. This is in fact the
remaining balance her companion would have paid if the companion had paid the
full per person rate of $4272.45.

On July 12, 2023, two months
after returning from her May 25th cruise, the client came into the
travel agency. Her Travel Advisor and a manager met with her to review all
charges and payments. Copies were again provided to the client. The
cruise line’s invoice was also shared with the client. The client informed the
manager and Travel Advisor she intended for all charges to be split between her
and her companion. She questioned why the agency had not ensured that
they each paid half. The manager advised it is not the agency’s responsibility
to ensure clients divide all costs equally. The agency’s responsibility
is to processes payments to all vendors based on the balance due. The
same day as the meeting; the manager sent an email to the client documenting
the conversation. A breakdown of the per person charges as well as payments
made by each person was included. A copy of this communication is
attached.

There are no hidden charges.
The Travel Advisor gave the client detailed documentation of all charges and
payments on multiple occasions. All funds due to the cruise line were processed
prior to departure. The client clearly intended for her companion to pay a
total of $4272.45 instead of the $2,641.96 that was paid. The way for the
client to recoup $1630.49 is to inform her companion they did not pay for half
of the trip as she intended.
Customer Answer
Date: 07/31/2023
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,

****** *****
Customer Answer
Date: 07/31/2023
Complaint: ********

I am rejecting this response because:

AAA,
It's clear that i'am due back my money!

Sincerely,

****** *****
Customer Answer
Date: 08/01/2023
I wanted to add this in my rejection of their response. They need to include all information in the documents submitted right away instead of slapping on unknown charges after the fact. I was unaware of the charges that were not in writing until I came back. They need to be upfront and honest. I want to make other consumers aware of this as well. No one should be treated like this.
Initial Complaint
Date:07/24/2023
Type:Product 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 cancelled my subscription in time allotted, they AAA charged my credit card .I gave reached out to them on 4 occasions about this in order to obtain a refund ,they say it in the works and will take 10 15 days and it's the same form email and phone message from them .it's been 20 days and still no refund to my credit card
Business Response
Date: 08/01/2023
Thank you for the opportunity to address Mr. *******'s concerns. A member of the Membership Customer Interaction Center from the Auto Club Group reached out to Mr. ******* and discussed his concerns. During this discussion, Mr. ******* advised that he feels this matter is resolved since he received his refund on July 21, 2023.
Initial Complaint
Date:07/20/2023
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.
Vehicle was totaled in an accident by another driver with aaa insurance, I also have aaa car insurance. Was told by claims hotline number the same day that I would be contacted the next day buy an aaa adjuster to get the claim handled. Next day an Adjuster ******** called me said she would get the car picked up and inspected to get my belongings out of it. The next day I got my belongings out of it. Two weeks later the car is still sitting there. The storage bill alone was $2600 or more because they let it sit for 2 weeks. Tried several time to contact her over 2 weeks with no call back until day ***** since accident. When it came time to get the check from AAA insurance for my **** Escspe ***** miles, they offered $26,000 and some change, My son and I looked up value on ***** The average value for that car was $31,900 with ****** miles average. I have sent the insurance company, several different cars identical to the mine, as many as 14 to 16 with an average cost, with same mileage of almost $28775, This is what I asked AAA to up their value to & was denied. I have been with AAA roadside insurance for 32 years, and have had AAA automobiles insurance for 15 years. Plan on talking to an attorney before any paperwork is signed, but thought other people should know how they are treating me.
Customer Answer
Date: 07/22/2023
Ive been contacted by a supervisor with AAA, they have increased the payoff amount, and I would like to close this case
Initial Complaint
Date:07/20/2023
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 currently have TRIPLE A roadside service. I was in need of a tow due to an accident of hydroplaning off the road during a storm. I called triple A for service they dispatched a company that was 45 minutes away. The company didn’t want the call because TRIPLE A does not pay well for them to come out and possibly do a winch out. I called triple A and explained my situation and that I am in need of a local tow truck. They said they would dispatch another company, and the dispatcher would contact me when they were in their way. I waited over an hour in the rain to be notified of help coming. After sitting there for over an hour no one showed. Call triple A again and they tell me they can’t find a tow service that could be dispatched out. I was very upset and decided to leave my car there, and schedule a tow the next day. Upon arriving to my car only to find it already towed by a state trooper. Located my car at a tow lot then I had to pay $350.00 to get my car out from the tow company. These fees would not have occurred if Triple A would have found me a towing company that I pay for yearly for their service. I did file a complaint with TRIPLE A. They are refusing to reimburse me due to their inability to find me a tow truck at the time requested.
This is TRIPLE A THAT CONTACTS OUT OF MISSOURI. Could not find that in your drop down menu.
Business Response
Date: 07/21/2023
Thank you for the opportunity to address Ms. ******'s concerns. Please see the attached letter as our response.
Initial Complaint
Date:07/20/2023
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 was in a wreck and have not her anything from AAA
Business Response
Date: 07/21/2023
Thank you for the opportunity to respond to Ms. *****' concerns.

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A A A Automobile Club of Missouri is NOT a BBB Accredited Business.