Complaints

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

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• 

  A A A Automobile Club of Missouri

  12901 N 40 Dr Saint Louis, MO 63141-8634

• 

  A A A Automobile Club of Missouri

  8235 Forsyth Blvd Saint Louis, MO 63105-1623

• 

  A A A Automobile Club of Missouri

  9948 Kennerly Rd Saint Louis, MO 63128-2704

• 

  A A A Automobile Club of Missouri

  3510 Jeffco Blvd Arnold, MO 63010-6121

• 

  A A A Automobile Club of Missouri

  2277 Highway K O Fallon, MO 63368-7867

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2023

  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.

  Over a year ago I received my AAA membership and noticed it was my correct first name but the wrong middle initial and my wife's name was also wrong. This resulted in us looking at our auto policy papers closely & we noticed they had my DOB wrong. My wife (******) called in to have this issue corrected and they asked if this was Lisa. She told them who she was. They asked if she lived at said address & she said yes. Then they asked if Lisa lived there also to which she replied I don't even know who Lisa is. Long story short my wife ****** told them my DOB is wrong and needs corrected. They assured her it would be corrected, but with changing the DOB our insurance premium was going up. Here we are a year later and four representatives later that we have spoke to and still dealing with even more of a mess with our policy and membership. In numerous calls we've made to have this issue fixed, we have been told Lisa and this other ***** * ***** don't live in the State of Missouri. A Ford Windstar (which we do not own) was added on our policy, my DOB was not permanently fixed. No notes on our account where we had called in to have issues fixed. Other names of people on our AAA membership (who we don't know). My wife was cancelled off the policy in 2019 ( without our knowledge & our renewals still had her listed). Most recent call to correct my DOB again resulted in AAA raising my policy yet again & we were told management said "they won't waive the increase". They verbally assured us that our payment was only going towards our policy and membership but could not provide any proof. Numerous representatives told us this was an AAA error, but still resulted in increased premiums for us because of their mistakes. They continuously promised call backs but never followed thru, with the exception of the last representative. This mess resulted in us (***** and ****** *****) canceling our policy & membership due to frustration & lack of trust effective 7-7-23.

  Business Response

  Date: 07/21/2023

  Thank you for the opportunity to address Mr. *****' concerns. 
  
  ***** *****
  ** *** ***
  ******* ** *****
  
  Re: Auto Policy ************
  
  Dear Mr. *****,
  
  This is in response to your concerns filed with the Better Business Bureau serving the
  Eastern and Southwest Missouri and Southern Illinois regarding your automobile
  insurance policy.
  
  To begin, I would like to take this opportunity to thank you for having been a member with AAA
  Missouri and for having trusted us with your insurance needs. It is always a pleasure to
  correspond with any of our members and former members.
  
  Please accept our apologies for the frustration you experienced with your auto policy. I wish to
  assure you that lapses in member service of this nature are not indicative of the importance we
  place in providing our insured members with outstanding service. All of us at the Auto Club
  constantly strive to meet the needs of our members and insureds and I am disappointed that
  we failed to meet your expectations.
  
  As a follow up to the telephone conversation with your spouse, Mrs. ****** *****, and my
  associate, I was pleased to have been informed that she was satisfied with the resolution to
  your concerns.
  
  Mr. *****, we truly regret your decision to cancel your membership and insurance and hope
  you will consider us again in the near future. If you should have any additional questions,
  please do not hesitate to contact my associate ******** ****** ** ***** ******** ****
  ********
  
  Sincerely,
  
  
  ******* ********
  **** *********
  ****** ******* ******
  
  cc: Better Business Bureau

  Customer Answer

  Date: 07/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My wife did speak with **** ************* in regards to our complaint.  **** told her she would look into the increase in premiums.  She called my wife back a couple hours later and said "the increase in premiums still stand because of the change of date of birth on *****" and asked if she had any other questions.  She told **** that she did not have any of her paperwork handy so no.  This has been the problem the whole time.  When we took out our auto policy nearly 18 years ago my date of birth was 06/08/1983.  Today, my date of birth is still 06/08/1983.  Somewhere along the line, without mine or my wife's concent, his date of birth was changed in their system to 1961.  When that happened, we did not have a decrease in our premiums. So why did it increase when it was changed back to the correct DOB?  When we noticed the incorrect DOB, and called to have it corrected, they increased our premiums.  That was in 2022 (somewhere around March to May).  In April of this year we noticed they had me listed as single and not married.  I have been married since this policy was taken out, so somewhere along the lines someone on AAA end made that change without our knowledge.  When that was corrected, our premiums again went up, and they were unwilling to do anything about it.  So my question of why did I have to pay increased premiums twice for mistakes out of my control are still unanswered.  
  
  
  
  
  
  Sincerely,
  
  
  
  *********** * *****

  Business Response

  Date: 07/28/2023

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

  July 27, 2023
  
  ***** *****
  ** *** ***
  ******* ** *****
  
  Re: Auto Policy ************
  
  Dear Mr. *****,
  
  This letter is in response to your continued concerns filed with the Better Business
  Bureau, regarding your automobile insurance policy.
  
  As a follow up to the telephone conversations between my associates and your spouse on July
  19, 2023, and July 26, 2023, we conducted a detailed review of your policy. In our review we
  found that your policy reflected incorrect information. Due to this, your renewal effective May
  15, 2022 to November 15, 2022, reflected the incorrect information, causing your renewal
  premium to be offered at a lower rate of $495.00. On July 8, 2022, you spoke to our
  representative who corrected this information. As a result of the policy being rated
  appropriately, the new 6-month premium became $532.00, and increased your premium by a
  prorated amount of $26.00.
  
  While the information on your policy was corrected for the remainder of that policy period, the
  following renewals reverted to the incorrect information and were offered at a lower rate; the
  policy effective November 15, 2022 to May 15, 2023 was offered at $506.00, and the policy
  effective May 15, 2023 to November 15, 2023 was offered at $563.00. On May 17, 2023, you
  spoke to our representative who updated your information. As a result of the policy being rated
  appropriately, the new 6-month premium for May 15, 2023 to November 15, 2023 became
  $603.00 and increased your premium by a prorated amount of $40.00.
  
  Mr. *****, please accept our apologies again for the frustration you experienced. Be assured
  that lapses in customer service like this are not indicative of the importance we place in
  providing our insured members with outstanding service. If you should have any additional
  questions, please do not hesitate to contact my associate ******** ****** ** ***** ********
  **** ********
  
  Sincerely,
  
  
  ******* ********
  **** *********
  ****** ******* ******
  
  *** ****** ******** ******

• Initial Complaint

  Date:07/07/2023

  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 filed a claim on April 8, 2023 about weather costs a damage on the roof of my house. It was a raining no hail, not a windstorm. They sent an inspector to checked my roof and made a decision that the roof damage was cost by windstorm and my deductible is $4500. My neighbors, next to my house filed claims which is not windstorm damage. Why under the same weather/sky only the food of my house damage costed by windstorm? I do not think it is correct. I want AAA adjust the deductible.
  
  Thanks for your help

  Business Response

  Date: 07/17/2023

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

   

  July 17, 2023
  
  
  Better Business Bureau
  Serving Eastern & Southern Missouri & Southern Illinois
  *** ** ********* **** ****
  *** ****** ** *****
  
  
  RE: Complainant : ****** ****
  Insured : *** ****
  Claim Number : *********
  Date of Loss : 04/05/2023
  BBB Case # : ********
  
  
  To Whom it May Concern:
  
  Please be advised we are in receipt of the BBB’s inquiry regarding the above captioned claim.
  The following is our response to the complaint and our position in this matter. In the inquiry, the
  insured is requesting the Auto Club apply the $1,000.00 standard policy deductible to the loss
  instead of his wind/hail deductible of $4,500.00.
  
  On April 17, 2023, Mr. **** reported hail damage to his home. Service Coordinator ******
  ***** spoke with the insured the same day and confirmed the facts of loss. ******* *******
  with Compass Adjusting Services was engaged to inspect the home.
  
  Mr. ******* scheduled and conducted the inspection on April 22, 2023. The inspection found
  hail damage to the roof and an estimate was prepared. A $3,114.89 check was issued on April
  27, 2023 for the repairs. The check represented the estimate of $9,662.00 less recoverable
  depreciation of $2,047.11 and the insured’s wind/hail deductible of $4,500.00.
  
  On June 29, 2023, the Auto Club received a supplemental request from the insured’s contractor
  ******** ***********. A $3,730.86 check was issued on July 03, 2023. The check
  represented cost for code upgrades of $1,172.61 and the release of the recoverable
  depreciation of $2,047.11.
  
  Mr. **** would like the standard deductible of $1,000.00 applied to the loss however the
  damage to the home was from hail as mentioned previously. In this instance, the insured’s
  $4,500.00 wind/hail deductible was properly applied to the loss. Should you have any
  questions, please contact manager *********** ****** ** ***** *********** ** ****** **
  *******************************
  
  Sincerely,
  
  
  ******* ** *********
  Vice President, Insurance Claims

  Customer Answer

  Date: 07/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  1, On April 17, I did not report hail damage. AAA should have the paperwork showing who was the reporting person. This is a lie.
  

  2, Another owner of the property never sign the contracting paper, not even see the paper, only one owner’ signature on file on the contracting paper. Please see the attachment, also AAA have the copy of it. 
  

  Thanks,

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** **** and *** ****

  Business Response

  Date: 07/19/2023

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

  July 19, 2023 

  Better Business Bureau Serving Eastern & Southern Missouri & Southern Illinois

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

  RE: Complainant : ****** ****  Insured : *** **** 

  Claim Number : ********* 

  Date Of Loss : 04/05/2023

  BBB Case : ******** 

  To Whom it May Concern: 

  Please allow this letter to provide an update of the claim based on the rejection notice received 07/18/2023. As stated in our original letter, the claim was filed by Mr. ****** ****, a named insured on the policy of insurance. We have reviewed the incoming call from April 17, 2023 and confirmed the call was placed by the contractor for ****** and *** ****, ******* *****, on behalf of ****** ****. Mr. ***** advised during the call the damage they were claiming was hail damage to the roof and guttering. Mr. **** was present for the call as the Service Coordinator ****** ***** obtained verbal permission from Mr. **** to speak with their contractor to set up the claim. During the call, ****** ***** also spoke directly with Mr. **** regarding their deductible, explaining they have a wind & hail damage deductible in the amount of $4,500.00. We would also like to reiterate, the claim was filed for hail damage, and the inspector noted hail damage during the inspection, which led to payment of the claim.    In regard to the second point of the rejection, the contract received by us, included the signature of ****** ****, who as stated above, is a named insured on the policy of insurance.    The appropriate deductible was applied to the loss, and our position has not changed from the previous letter.  Should you have any questions, please contact manager *********** ****** ** ************* or by email at *******************************

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

  Customer Answer

  Date: 07/26/2023

  The phone call on April 17, 2023 from the contractor ******* ***** cannot be placed by him for *** **** because she is not in Missouri state at April 17, 2023. She even did not know this damage and claim at that time. ****** **** was not present for *** ****, another named insured on the policy of insurance. 
  

  Also again on our first response, my neighbors around and next to our house filed claims which were not windstorm damages  why under the same weather/sky only the roof of our house damaged by windstorm. How come. We need a explanation.

  Thanks,

   

   

   

  my our house

• Initial Complaint

  Date:07/05/2023

  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 WENT TO AAA INSURANCE ON MAY 2, 2023 AND TALKED TO AGENT ***** *********** AND BEFORE I COULD EVEN THINK ABOUT GETING CAR INSURANCE WITH AAA INSURANCE ***** *********** HAD TO GET THE OK FROM HER MANAGER ***** ******* TO GIVE THE OK BECAUSE I HAVE SEVERAL TICKETS ON MY RECORD I SAT THERE IN THE AAA OFFICE FOR ABOUT AN HOUR AND A HALF WHILE THE MANAGER AT AAA INSURANCE ***** ******* VERIFIED AND MADE THE OK AND HE DID SO ***** *********** SAID IT WOULD COST ME $1532.00 DOLLARS I PAID IT ALL IN FULL AND FOR 6 MONTHS INSURANCE ON MY 2012 CHEVY CAMARO SO I PAID WITH A CREDIT CARD AND GOT INSURANCE FOR 6 MONTHS ON MY VEHICLE AND THEN ON 5/25/23 I RECIEVED A LETTER IN THE MAIL STATING THAT AAA INSURANCE WAS CHANGING MY POLICY AND THAT IT WOULD COST ME $3682.00 DOLLARS AND THAT I NOW OWED $2150.00 FOR THE REMAINDER OF MY POLICY THAT AAA INSURANCE HAD DECIDED TO MAKE UP WITHOUT MY CONSENT AND CHANGE AND NEVER DID I SIGN THE KNEW POLICY THAT WAS MADE UP SO I CHECKED MY MAIL THE NEXT DAY AND I RECIEVED ANOTHER LETTER IN THE MAIL FROM AAA INSURANCE STATING THAT I WAS BEING CANCELLED AND THAT I WOULD RECIEVE A CHECK IN THE MAIL WITHIN 10 BUSINESS DAYS OF CANCELLATION AND SO I GO TO AAA INSURANCE AND IM TOLD IM ONLY GETING 300 DOLLARS BACK AND I WAS LIKE NO THATS NOT RIGHT AT ALL IF I WAS ONLY COVERED FOR 2 MONTHS CAUSE MY POLICY WAS CANCELLED ON 7/1/23 AT 12:01 A.M. I SHOULD GET ALMOST ALL MY MONEY BACK SO I TALKED TO ***** ******* IN HIS OFFICE AND HE TELLS ME THAT HE WOULD WIPE MY POLICY CLEAN LIKE IT NEVER HAPPENED AND I WOULD GET ALL MY MONEY BACK BECAUSE HE MESSED UP ON MY POLICY AND THEN HE WOULDNT RETURN MY CALLS AND AVOIDED ME AT ALL COST AND FINALLY AFTER A WEEK HE CALLS AND SAYS HE CANT DO ANYTHING ABOUT MY MONEY AND THAT I JUST NEED TO FIGURE OUT HOW TO GET MY MONEY BACK ON MY OWN AND THAT THE 300 DOLLARS THEY OFFERED WAS BECAUSE THE REST IS FOR IF I WAS TO GET INTO AN ACCIDENT OR SOMETHING WERE TO HAPPEN THEY WOULD COVER ME WHICH IS ALL MADE UP BULLSHIT JUST TO KEEP MY MONEY CAUSE I WAS CANCELLED AND IT DOESNT MAKE ANY SINCE HE KNOWS IT AND I KNOW IT I NEED HELP WITH THIS MATTER PLEASE. THANK YOU ***** *******

  Business Response

  Date: 08/01/2023

  Dear Ms. *******,
  I am writing in response to an inquiry I received from the BBB, regarding your Auto Insurance
  Policy issued by the Automobile Club Inter-Insurance Exchange. In your correspondence you state
  your policy premium was increased without your consent and you received a refund in the amount
  of $331.00 when your policy was cancelled.
  At the time your policy was written, your agent ***** *********** believed with a letter of
  experience stating you were not at fault for an incident, you would qualify for insurance through
  Automobile Club Inter-Insurance Exchange. Due to this belief, Ms. *********** did not include all
  incidents and violations in your original quote. This rating error caused you to be quoted an
  incorrect premium amount of $1,532.00.
  After reviewing your policy, our underwriting department determined you were incorrectly rated and
  added all incidents and violations to your policy, increasing your total premium amount to
  $3,682.00. This change generated the premium increase notice that you received in the mail. Once
  all incidents and violations were added to your policy per our underwriting guidelines, you no
  longer qualified for auto insurance through Automobile Club Inter-Insurance Exchange, and you
  were sent a cancellation notice.
  Based on a total premium amount of $3,682.00, you were provided 60 days of coverage from
  05/02/23 to 07/01/23 at $1,201.00. Your 60 days of coverage of $1,201.00 was deducted from your
  payment amount of $1,532.00, resulting in a refund of $331.00.
  I would like to take this opportunity to apologize, on behalf of the organization, for the difficulties
  you experienced surrounding the issuance and cancellation of your insurance policy. Be assured
  that occurrences such as these are not our usual and customary way of conducting business. We fully investigated your concerns and are taking appropriate action to ensure no further incidents of
  this nature recur. I wish to assure you that lapses in member service of this nature are not
  indicative of the importance we place in providing our insured members with outstanding
  service. As an insurance provider, we strive to address the needs of our members and insureds
  openly and accurately. I was disappointed that in your conversation with our representatives, we
  failed to meet your expectations. Again, I apologize for the frustration we caused.
  Please accept my apology for the inconvenience. If you have further questions or concerns, please
  do not hesitate to contact me at ###-###-#### or *********************.
  Sincerely,
  *** ***** ******** *******

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in Nov. 2019, I called/emailed AAA advising them I am moving and will be switching to another insurance company. I received acknowledgement from my agents assistant *** stating they have cancelled my policy and that I will receive a refund to my new address. Since then, my bank account has been charged every February and November of each year from AAA. I have tried calling their *****# to get the issue resolved but when each agent kept transferring me it transferred me back to the automated messages. 5/17/23 I spoke with *****************************. I tried to explain to him that my account with AAA should have been cancelled back in Nov of 2019 due to switching insurance companies, but my debit card is still being charged twice a year. I need to receive a refund ($560.67) and confirm cancellation. He looked up my name and advised me that I somehow have two memberships with them, which explains the Feb and Nov charges to my account. I expressed to ****************** how could I have 2 memberships under my name when Ive only had 1 agent, ********************* the whole time Ive been with AAA. He advised me one membership was for an address from ****** and the other ******. Which I confirmed used to be my old addresses that I moved from and to. I also expressed that the agent was in the wrong for allowing/not seeing the mistake, he told me no they are not and that I should have noticed it. ****************** cut me off every time I tried to speak, he eventually said he would bring this to his manager to see how far back and how much they will refund me but more than likely it will only be for Feb. 2023 and Nov. 2022 (which is only the last charges for each membership). He also proceeded to tell me this was my fault for not getting this resolved sooner, even though I said the agent was in the wrong for double charging me and having two accounts under my name as well as I have called on multiple occasions with no results. I believe it is not right or fair for the company to not take ownership of their wrongdoing and putting sole blame on me. He emailed me 5/17/23 with a response saying they will only refund me for Feb 2023 (1 membership) and Nov 2022 (the other membership) The email also said that members should be aware of funds debited from their account; and they should make good faith effort in reaching AAA to change/cancel a membership. I have attached all bank charges from AAA, Nov. 2019-present as well as email communications.

  Business Response

  Date: 06/08/2023

  Dear BBB, 

  Thank you for contacting AAA Club Alliance. This complaint should be resolved by AAA Missouri as this AAA club processed the payments. Our records do not show ************************* as an AAA Club Alliance member. 

  Sincerely, 

  AAA Member Experience 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20079517
  
  I am rejecting this response because: I was told one account was from ********************** and the other account was for ******. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/20/2023

  Dear BBB, 

  Thank you for contacting *** Club Alliance. *** is a federation of regional clubs located throughout North America. As previously advised, this complaint should be resolved by *** Missouri (or BBB of Missouri) as this is the *** club that processed ****************** payments. *** Club Alliance is unable to find an account for *************************. We ask that ************** provide ** with her membership number, wherein the first six digits start with *******, so we can look further into her complaint.

  Sincerely, 

  *** Member Experience 

  Business Response

  Date: 06/27/2023

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

  June 27, 2023
  
  *************************
  *********************************
  **********, ** 66086
  
  Dear **************,
  
  I am writing in response to your BBB Complaint. In your correspondence, you state you were
  switching insurance companies and requested your policy cancelled in November of 2019.
  However, your bank account continued to be charged twice a year since your request.
  
  I am truly sorry for this misunderstanding. It appears your agents assistant cancelled your
  insurance policy, but not your membership. You were mistakenly set up for two memberships at
  different addresses, both on auto pay, which is why you were charged twice a year.
  
  Although youve requested a refund in the amount of $560.67, our insurance business manager
  ******************* has determined you were overcharged a total of $475.25. After contacting our
  customer service department your memberships were cancelled and you were issued a refund of
  $116 for the last renewal of both memberships. As you have already been issued a partial refund,
  ************** has requested an additional refund for the remaining balance of $359.25.
  
  Please accept my apology for your inconvenience. If you have further questions or concerns,
  please do not hesitate to contact ******************* at ************** or *******************************.
  
  
  
  
  *****************
  Regional Manager
  Automobile Club of Missouri

  Customer Answer

  Date: 07/05/2023

  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:06/14/2023

  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 had a customize rider policy where I had to prove the dollar amount in customizations, it was picked through when I needed to file a claim on it. I paid for $15k policy and provided that in receipts. But didn't get that.
  
  The big issue is myself and lien holder were given incorrect information and now I'm the only one having to try to figure out.
  
  My vehicle was a total loss during a flood , my claim specialist ****** advised me during a recorded verbal conversation as well in email that my loan would be paid in full and I would be receiving an equity payment for my modifications. I asked to see a copy of the 10 day payoff. It stated the pay off was $17k+. My credit union was also advised this. My loan would be paid in full.
  
  I wanted to purchase my vehicle back from AAA and my buy back was close to $10k.
  
  My lien holder states that AAA did not tell them I was purchasing the vehicle back. And that AAA called in and stated the amount they would be paying on my loan.
  I reached out to ******* * which is my adjusters manager. We did a conference call w/ my credit union. conflicting information. AAA stated it was bad and miscommunication . I now owe my lien holder $9k. And even though I purchased my vehicle from AAA and was under the impression my title was free and clear. My credit union has now blocked my title through the dmv. I paid AAA $10k for a vehicle that I will not be receiving the title for which is unfair. My credit union has threatened in so many words and has actually filed for a repossession title. I was advised and have proof that my title would be coming to me from my credit union per aaa , But my credit union states they sent the title to AAA. My lien holder did advise when insurances mess up like this they typically will fix.
  I have consulted with two lawyers. 1 blames Aaa and the other blames my credit union. It's more to this but only so much I can type.
  
  So many other issues.
  Rental car issue
  Refund of premium
  
  Not enough character.

  Business Response

  Date: 06/22/2023

  Better Business Bureau
  Serving Eastern & Southern Missouri & Southern Illinois
  211 N. Broadway, Ste. 2060
  St. Louis, MO 63102
  
  RE: Complainant : ****** ****** *******
  Insured : ****** *******
  Claim Number : *********
  Date of Loss : 11/18/2022
  BBB Case # : ********
  
  
  To Whom it May Concern:
  
  
  Please be advised we are in receipt of the BBB’s inquiry regarding the above captioned
  claim. The following is our response to the complaint and our position in this matter. In
  the inquiry, it states the insured has concerns regarding the total loss settlement for the
  claim.
  
  When the initial total loss settlement was presented, Ms. ******* indicated she should
  have a custom equipment endorsement on her policy for the equipment on her vehicle.
  This was reviewed with the sales department and confirmed the endorsement was in
  place. Therefore, the full benefit of the endorsement was added the claim and the total
  loss settlement.
  
  Regarding the total loss settlement and bank payoff details, AAA contacted Together
  Credit Union and requested a letter of guarantee to obtain the payoff amount on the loan
  for the insured’s vehicle. Ms. ******* indicated to AAA of her intention to keep the
  vehicle. Therefore, AAA advised the credit union of this and provided them with all
  settlement option details; the settlement amount for her keeping the vehicle and the
  settlement amount for her releasing the vehicle to AAA.
  
  In turn, Together Credit Union provided AAA with a letter of guarantee for $17,198.50 on
  April 26, 2023, which was enough to pay off what we understood to be the balance of
  the loan and provide Ms. ******* with equity while allowing her to keep the vehicle. AAA
  proceeded to make a payment to the lienholder based on the letter of guarantee
  received. Subsequently, AAA sent Ms. ******* an equity payment for the remaining
  balance of the total loss settlement with the understanding she was keeping the vehicle.
  
  
  Insured: ****** *******
  Claim Number : *********
  June 21, 2023
  
  A week after payments were made to Together Credit Union and ****** *******, AAA
  was contacted on May 18, 2023, by our insured. At that time, she advised us the credit
  union had been contacting her asking for the remaining balance on the loan. Team
  manager ******* ****** requested a 3-way call with Ms. ******* and the representative
  from Together Credit Union to discuss the situation. In this conversation with our
  insured, ******* ****** from AAA, and ********* ******* from Together Credit Union,
  it was explained AAA processed the lienholder payment and equity payment based on
  the letter of guarantee AAA was provided. ********* ******* advised there was a
  remaining balance of $9,000.00 on the loan and explained Together Credit Union does
  not allow totaled vehicles to be retained, nor were they aware the settlement they were
  given was for a retention. ******* ****** explained AAA spoke with Chris from
  Together Credit on February 24, 2023, and explained the settlement was for retaining
  the vehicle.
  
  It appears there was a misunderstanding between Together Credit Union and AAA
  regarding the settlement details and letter of guarantee. Since the equity sent to Ms.
  ******* was enough to pay off the remaining balance of the loan, Team Manager Michael
  ****** suggested she take the equity payment and put it towards the remaining loan
  balance. Ms. ******* indicated she no longer had those funds, Together Credit Union
  reiterated they don’t allow totaled vehicles to be retained and the vehicle needed to be
  surrendered to AAA.
  
  ******* ****** with AAA confirmed if the vehicle were to be released for AAA to pick
  up, then payment could be issued for the additional $9,921.00 which would allow AAA to
  pay off the loan with Together Credit Union. AAA has confirmed with our insured, Ashley
  *******, and Together Credit Union we are ready to proceed forward with picking the
  vehicle up to issue the additional payment if/when the vehicle is made available for
  possession by AAA.
  
  The title for the vehicle is mentioned in the complaint, however, AAA has not received
  the title from Together Credit Union therefore is not able to send it to Ms. *******.
  Regarding the issue mentioned for the rental car, AAA would be happy to discuss the
  details further if we receive further information regarding the concerns. With respect to
  premium questions, I need to direct Ms. ******* to contact Policy Services at ********
  **** as they are the best contact regarding those details.
  
  AAA is committed to providing the full policy benefit available for this claim and looks
  forward to assisting our member and the credit union with picking the vehicle up and
  sending additional payments if/when the vehicle is made available to AAA. Should you
  have any questions, please contact Team Manager ******* ****** at ###-###-#### or
  via email at **************************
  
  Sincerely,
  
  
  ******* ** *********
  **** ********** ********* ******

  Customer Answer

  Date: 07/03/2023

  Aaa is leaving out that a representative called my lien holder in April of 2023 and advised them that the $17k was what they would be paying. This is an important piece of information they left out. This is documented.  
  

  Why would I give the car back after paying thousands of dollars to get it back drivesble and titled like aaa advised me  just to give it back ? 
  

  aaa will not receive the title because my lien holder had it rejected. How can  I legally buy a car from you and you won't provide me with a title. 

• Initial Complaint

  Date:06/12/2023

  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 got a free quote from a roofing company who informed me that i needed a roof. I contacted my agent at AAA to inform him of this and asked what was next. He told me before I file a claim for a new roof, I need to get a second opinion. On February 10, 2023, I contacted Samaritan roofing and **** came out and said even before I get up on your roof, I can tell you that you need a roof. After inspecting the roof, he gave me an estimate. I contacted AAA to tell them I got 2 estimates and would like to file a claim for a new roof. They asked me if the roof problem had been repaired from 2018. I informed them that I moved into the home April 20, 2020. They sent someone out. He asked me if I wanted him to nail the sides of the home that was hanging but then told me he didn't bring any nails. He proceeded to inspect the roof and told me I don't need a roof. He said he was worried about the soft side of the roof though. Two professionals said I need a roof. I feel like I am being penalized for the prior owner not doing roof repairs.

  Business Response

  Date: 06/14/2023

  RE: Insured : ***** ****
  Claim Number : *********
  Date of Loss : 02/20/2023
  BBB ID No. : ********
  
  
  To Whom it May Concern:
  
  Please be advised we are in receipt of the BBB’s inquiry dated June 12, 2023
  regarding the above captioned claim. The following is our response to the
  insured’s concern and the Auto Club’s position in the matter. In the inquiry, the
  insured is requesting payment for a roof replacement.
  
  On February 24, 2023, the insured ***** **** reported hail damage to her roof.
  Service Coordinator **** **** spoke with the insured the same day and reviewed
  the policy coverages and benefits. The insured advised that she had two
  contractors inspect the roof and they found hail damage. There was no interior
  damage. Field Property Estimator ***** ******* was assigned to assess the
  damages to the insured’s home.
  
  The insured’s home was inspected by Mr. ******* on February 28, 2023. His
  inspection found wind damage to a gutter on the front elevation and to the fascia
  on the left and rear elevations of the home. The inspection of the roof found tree
  limb damage on the front and left slopes. Mr. ******* also found hail hits to two
  turbine vents and a power vent cover which did not alter their functionality. There
  was no hail damage to the roof shingles and no storm created openings. There
  were several other maintenance issues unrelated to wind or hail.
  
  
  
  Mr. ******* prepared an estimate for the covered damages found during his
  inspection. The estimate totaled $1,380.07 which was below the policy’s
  $4000.00 wind/hail deductible. A settlement and closing email were prepared
  and submitted to Ms. **** on the same day. There were no deductions made
  due to a prior 2018 claim by the prior owner.
  
  A review of this matter revealed the claim was handled properly. The Auto Club
  investigated the claim timely and informed our insured of the findings. The
  inspection of the roof found it to be repairable and it did not need to be replaced.
  If there is additional information the insured would like to present, we would be
  happy to review it for consideration. Should you have any questions, please
  contact manager **** ******* ** ***** ******** ** ** ****** **
  *************************
  
  Sincerely,
  
  
  
  ******* ** *********
  **** ********** ********* ******

   

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB: Why is there so many *** profiles on BBB website?There are so many that I do not know which is the best profile or the correct 1.Back Story: I had to use the *** tow on May 30th. I could not use the app or the website because it demanded me to pay $160+ because *** did not update my info with my new membership.My old membership was part of my dads account/membership. That had been canceled because he died. I am on a new membership.I ended up calling ***, they wanted $160+, I had explained to road side that that was my old membership and I have a new membership. After couple of minutes, I lost service on my phone.I called back, the automated phone system had a hard time processing everything, it even claimed that they sent me a text message with a link so I could pin my location on a map. The link wanted me to pay $160+.I manage to get a real person on the phone. I got a tow back to the dealership Later on, I tried to update my account on their website, it did not gave me an option to do so.Complaint:On June 1st or 2nd (at the very latest) I sent an email (through their website) to *** explained to them the issues I had and need to update my account.NO RESPONSE!June 6th, I sent them message to their ******** profile page.I got a automated message saying that I need to give them my *** card # and they will call me. I did.NO RESPONSE!On June 7th, I sent a message to the *** Missouri ******** page. I had explained that to them that I sent a message through *** website about a week ago and no response.2 ISSUES:1. It took them days to respond.2. They did not even read my message.

  Business Response

  Date: 06/19/2023

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

  6/12/23, 2:15 PM Complaint: BBB has received a customer concern about your business
  
  
  Better Business Bureau
  Serving Eastern & Southwest Missouri & Southern ******** 
  *******************************************;
    *********, ** 63102 
  ph ************  fax ************
  email: ********************************************************
  *******************************************;
  6/9/2023
  
  *****************************
  A A A Automobile Club of Missouri
  ****************>*********** ** 63141
  
  Dear *****************************:  
  
  Better Business Bureau received a complaint about your business. BBB understands that there are two sides to
  every dispute. This is your opportunity to rebuild trust with your customer. ******************** seeks to help businesses and
  consumers resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted
  on 6/9/2023 and was assigned an ID of ********.
  
  Customer Information:
  
  ***********************
  ********************************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Service Issues
  
  Customers Statement of the Problem:
  
  BBB: Why is there so many *** profiles on BBB website? There are so many that I do not know which is the
  best profile or the correct 1. Back Story: I had to use the *** tow on May 30th. I could not use the app or the
  website because it demanded me to pay $160+ because *** did not update my info with my new membership.
  My old membership was part of my dads account/membership. That had been canceled because he died. I am
  on a new membership. I ended up calling ***, they wanted $160+, I had explained to road side that that was
  my old membership and I have a new membership. After couple of minutes, I lost service on my phone. I called
  back, the automated phone system had a hard time processing everything, it even claimed that they sent me a
  text message with a link so I could pin my location on a map. The link wanted me to pay $160+. I manage to
  get a real person on the phone. I got a tow back to the dealership Later on, I tried to update my account on
  their website, it did not gave me an option to do so. Complaint: On June 1st or 2nd (at the very latest) I sent an
  email (through their website) to *** explained to them the issues I had and need to update my account. NO
  RESPONSE! June 6th, I sent them message to their ******** profile page. I got a automated message saying
  that I need to give them my *** card # and they will call me. I did. NO RESPONSE! On June 7th, I sent a
  message to the *** Missouri ******** page. I had explained that to them that I sent a message through ***
  website about a week ago and no response. 2 ISSUES: 1. It took them days to respond. 2. They did not even
  read my message.
  
  
  Desired Settlement:
  Contact by the business
  Contact by the business; Finish the job; At the very least, I want to update my account with my new
  membership. So I can call ***, log into website and/or website so they don't ask to pay $xxxx for a old
  
  
  ********************************************************************************************************** 1/2
  6/12/23, 2:15 PM Complaint: BBB has received a customer concern about your business
  
  memebership that I do have anymore.
  
  
  How Do I Respond?
  
  To respond electronically, click on the "Respond to this Complaint" link located on the left. 
  
  What should I include in my response?
  
  Please provide factual information of the events from your perspective within seven (7) calendar days.
  Be professional: Your response will be publicly posted on the BBB website.
  BBB may edit the complaint or your response to protect privacy rights and remove inappropriate language.
  
  What will happen if I do not submit a response?
  
  If you do not respond promptly to this complaint, it may be closed as No Response. 
  This may result in a substantially lower rating with BBB, which could adversely influence potential
  customers.   
  
  What can I expect to happen next?
  
  We will forward your response to your customer and request their feedback. 
  If your customer is dissatisfied, ******************** may request an additional response.
  
  We look forward to helping you and your customer work toward an amicable resolution.
  
  Sincerely,
  
  Dispute Resolution Department
  Better Business Bureau
  ************  
  ************ Fax
  ********************************************************
  
  
  **********************************************************************************************

  Customer Answer

  Date: 06/19/2023

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

  Business Response

  Date: 06/19/2023

  Please see the attached letter as our response.

• Initial Complaint

  Date:06/01/2023

  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 have the reg membership and I have one last tow on it that I am using today . I paid for my next year membership . they are telling me that they see the payment and then on another call that they don't see the payment and that my year has not renew said that I have to member service and here the problem when they are open I am working I don't really get breaks because I own my on company and I don't get off until 6 and start working at 7am in the morning and because I am so busy making and taking other call because I have 3 center that I am trying to open I know I will forget to call on an issues that I have already took care of

• Initial Complaint

  Date:05/16/2023

  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.

  I canceled the automatic renewal of my roadside service via mail, then by phone and then I called in again to cancel the renewal. AAA still charged me $162 anyway. I want the renewal canceled and I want my money refunded.

  Business Response

  Date: 05/16/2023

  We
  appreciate the opportunity to address this member’s concerns.  An
  authorized automatic payment gets processed 7 days prior to the membership
  renewal.  The membership was set to renew on May 17, 2023. After receiving
  a call from this member on May 11, 2023, the membership was cancelled. 
  The credit refund was processed on May 12, 2023. If the refund is refunded to a
  credit card, it takes 3 to 5 business days.  If it is refunded by check,
  it takes approximately 15 to 20 business days.
  
  Thank you.

  Customer Answer

  Date: 05/17/2023

  I canceled via return mail when the notification was sent a month prior. I also called prior to the 11th of May.

• Initial Complaint

  Date:05/10/2023

  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.

  An adjuster of AAA insurance sent nan investiigater to my property to look at damage to a collapse of a retaining wall. The investigator was on my property about five minutes, took some pictures and left. I then received a letter from adjuster ********* ****** telling me my claim for damages was denied due to a faulty drain. There is not a drain on my property. There is run off water on my property just like any property owners. There had not been any rain showers for several weeks prior to the damage so the damage was not and could not have been to a drainage. I intend to file a complaint with the Missouri stste board of insurance and the Missouri state attornet,s ooffice.

  Business Response

  Date: 05/16/2023

  Thank you for the opportunity it response to this complaint.  Please see the attached letter as our response.

  Customer Answer

  Date: 05/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  AAA Insurance is saying that a defaulty drain caused the damage.  I do no have a drain on my property. I believe that AAA is using this as a reason to deny my claim for damage
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 05/22/2023

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

  Customer Answer

  Date: 01/04/2024

  The insueance adjuster has denied my claim for damages claiming that the damage was not covered under my policy. My policy ststes that the damage is covered,

  Business Response

  Date: 01/05/2024

  Thank you for forwarding Mr. ********* complaint to us.  This matter has been address and investigated on several different occasions and has been reviewed each time we receive new correspondence from Mr. Weathers through the BBB.  We have responded to each of his filings with the BBB and unfortunately, his claim is not covered by his policy. We stand by our original determination.  For your convenience, I have attached the original and follow up letter sent to Mr. Weathers about his claim and the concerns he brought to the BBB.