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

  8194 N Lindbergh Blvd Florissant, MO 63031-7135

• 

  A A A Automobile Club of Missouri

  15425 Manchester Rd Manchester, MO 63011-3077

• 

  A A A Automobile Club of Missouri

  12464 Saint Charles Rock Rd Bridgeton, MO 63044

• 

  A A A Automobile Club of Missouri

  3245 Broadway Blvd Kansas City, MO 64111-2407

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:05/04/2023

  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.

  My car is still unfinished. My car was given back to me back in February of 2022 and up to today it is still awaiting for repairs. I'm being avoided by all parties involved. I lost out on $500 deductible incentive to pay for my my car claim due to theft. Because my repair process has taken so long I don't qualify for it anymore. No communications from any parties.

  Business Response

  Date: 05/12/2023

  May 12, 2023
  
  
  ********* *******
  *** ******** *****
  ***** ****** ** *****
  
  RE: Insured : ********* *******
  Claim Number : *********
  Date of Loss : 09/19/2021
  BBB Case # : ********
  
  To Ms. *******,
  
  I am writing in response to your inquiry placed with the Better Business Bureau
  (BBB) regarding the above captioned claim. We appreciate you taking the time to
  write and allowing us the opportunity to address your concerns. In the inquiry, it
  states you are requesting AAA address Repair issues.
  
  You reported your 2021 Mazda CX-3 was stolen from your residence while parked in the
  driveway, on September 19, 2021. You stated you left your purse in the vehicle which
  contained your vehicle keys. On October 6, 2021, you notified ********** the police had
  recovered the vehicle and you had met the police where they recovered the vehicle and
  drove it back to your residence.
  
  AAA Appraiser ***** ******** received the assignment for inspection on October 6,
  2021, and contacted you to setup an appointment for the inspection of the vehicle. *****
  inspected the 2021 Mazda CX-3 on October 7, 2021, at your residence, he reviewed the
  damages with you. On October 13, 2021, ********** called you to review the estimate
  and the different shops available. You chose Gapsch Carstar as your preferred repair
  shop.
  
  On October 26, 2021, ***** ******** received a supplement for additional damage
  found after Gapsch Carstar disassembled the vehicle. He completed the supplement
  and emailed a copy of it to *** ***** at Gapsch Carstar as well as you, along with his
  approval to continue with repairs.
  
  ********** called Gapsch Carstar on November 18, 2021, for a status update on the
  vehicle’s repairs. *** advised, repairs should be completed on November 20, 2021,
  when the rest of the interior trim pieces would come in. On December 2, 2021, AAA
  received the final rental invoice and ********* sent an email stating a check was sent to
  the Enterprise Rental car and to you for the amount you had paid out of pocket.
  
  
  
  ******** ********* *******
  ***** ****** * *********
  **** * ** *
  
  
  On February 9, 2022, you sent an email to ********** expressing concerns of not being
  responded too and that your vehicle is a big concern. On February 10, 2022, **********
  called you, left a voicemail and sent an email in attempt to address your concerns and
  apologized to you for feelings of disappointment and neglect On February 24, 2022,
  Appraiser ***** received an email from you with a list of concerns you had with your
  vehicle. ***** immediately reached out to the shop with the list of concerns and
  reviewed them with the shop Manager Rob. On February 25, 2022, ***** advised you
  and ********* several of the concerns were approved to be repaired and the vehicle
  would need to go back to the shop.
  
  ***** received another email on March 3, 2022, stating your concerns were not
  resolved, and he did not look over the vehicle. ***** responded and apologized for the
  misunderstanding. ***** offered to meet with you and go over the concerns prior to
  taking the vehicle back to the shop. He also reached out to the shop asking if the shop
  scheduled a time for you to bring the vehicle back, but according to the shop an
  appointment had never been scheduled. March 10,2022 ***** contacted the shop to
  verify they had reached out to you to schedule a date for inspection. You sent email to
  ***** on March 15, 2022, stating you would like to point out additional issues with the
  vehicle. On March 16, 2022 ***** responded to your email and left a voice mail to set up
  a time to meet and review the issues. On March 31, 2022, ***** met with you at your
  residence to review the issues with the vehicle. ***** sent an email to *** at Gapsch
  Carstar with a list of concerns and included his approval to move forward as a
  supplement with repairs. ***** made several attempts via email and phone calls to the
  shop for the remainder of 2022 and through April of 2023, requesting updates on the
  vehicle’s repair.
  
  AAA is committed to restoring your 2021 Mazda CX3 to its pre-loss condition. We
  offered the option to take the vehicle to any of our Member Preferred Repair shops to
  address the uncompleted repairs and concerns, since we are able to offer a lifetime
  warranty on the repairs. But you requested to take the vehicle back to the dealership
  where you purchased the car, and it has been approved.
  
  We regret any inconvenience this has caused you and look forward to resolving the
  repair issues to the 2021 Mazda CX3 to your satisfaction. Should you have any
  questions, please contact Team Manage* ***** ******** ** ************ or via email
  at ***************************
  
  Sincerely,
  
  
  ******* ** *********
  Vice President, Insurance Claims
  cc: BBB Serving Eastern & Southern Missouri & Southern Illinois

• Initial Complaint

  Date:04/05/2023

  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.

  On March 7th I had a sewer back up and I had a $20k in insurance. I contacted AAA and told them about the damage. They are trying to get money out of the condo insurance and not giving me an honest bid on the damage.

  Business Response

  Date: 04/14/2023

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

  April 14, 2023
  Better Business Bureau
  Serving Eastern & Southern Missouri & Southern Illinois
  211 N. Broadway, Ste. 2060
  St. Louis, MO 63102
  RE: Insured : ***** ******
  Claim Number : *********
  Date of Loss : 03/05/2023
  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 insured and our position in this matter. In the
  inquiry, the insured is requesting the **** **** to pay the full amount of the repairs for
  his sewer back up claim. This is a condominium loss and the insured has a personal
  policy with the **** **** and his Homeowner Association – ****** ***** Condominium
  Association has their policy through ***** **** ********* *******.
  On March 05, 2023, the insured ***** ****** reported water on the floor in the bedroom,
  laundry room and hallway. Service Coordinator J******* ***** contacted the insured
  the next day and confirmed the loss facts. Field Property Estimator *** ****** was
  assigned to assess the damages to the insured’s home.
  The insured’s home was inspected by *** *******and he began to prepare a repair
  estimate. As of April 12, 2023, the insureds estimated claim cost is $18,660.32.
  Estimate – Replacement Cost Value $ 13,348.00
  Less Recoverable Depreciation $ 534.44
  Estimate – Actual Cash Value $ 12,813.56
  Less Deductible $ 1,000.00
  Net Claim $ 11,813.56
  Plus - ******* ** ************ ******* - Mitigation $ 3,688.00
  Plus - Loss of Use – Advance Payment $ 480.00
  Total $ 18,660.32

  Insured : ******
  Claim No. : *********
  Page 2 of 3
  As the insured’s condominium is insured by two different policies, the **** **** began
  the investigation into determining the contractual obligation of each policy i.e., *******
  and secondary coverage and to what amounts. The master policy was underwritten by
  ***** **** ********* ******* with a deductible of $10,000.00. A copy of the ******
  ***** *********** *********** ***** (Covenants, Conditions and Restrictions) was
  also secured. The C**** are the governing rules of the HOA and assist in determining
  what is covered. A review of the documentation indicated some costs of the damages
  were to be paid by the master policy underwritten by ***** **** ********* *******.
  The repair documents from the **** **** investigation were provided to ***** ****
  Insurance Company as they had not inspected the insured’s residence This information
  was provided to assist them in determining their coverage obligation for the claim.
  While awaiting ***** **** ********* *******’s decision on coverage, the **** ****
  paid $10,000.00 in funds which is the deductible amount of the master policy. This is the
  amount the **** **** was obligation prior to the ***** **** Insurance decision on
  coverage. Below is a list of the payments issued totaling $10,000.00.
  Issued Payee Amount
  03/16/2023 ******* ** ************ ******* $4,832.32
  03/30/2023 Insured $480.00
  04/03/2023 Insured $3,688.00
  04/14/2023 Insured $1,000.00
  Total Paid $10,000.00
  The **** **** continued to follow up with ***** **** ********* ******* however they
  were not able to provide us information on their coverage decision.
  On April 13, 2023, ***** **** ********* ******* sent an e-mail indicated their
  investigation has determined any covered damages were under the deductible. The
  **** **** disagrees with ***** **** Insurance Companies decision and feels some of
  the cost of the insured’s claim should be covered by the master policy.
  However, we value the insured’s membership and have decided to issue a check of
  $10,000.00 to the insured which represents the limit of his coverage despite our
  disagreement. Although, the **** ****’s estimated total damage is $18,660.32 is less
  than the policy limit of $20,000.00, it was decided there may be additional Loss of Use
  costs incurred to warrant the funds to the policy limit.

  Insured : ******
  Claim No. : *********
  Page 3 of 3
  A review of this matter revealed the claim was handled property. The **** ****
  investigated the claim timely and paid its obligation under the policy. Any delay in the
  decision of additional funds available up to the insured’s $20,000.00 limit was due to the
  pending decision by ***** **** ********* *******. Although, we disagree with the
  decision by ***** **** ********* *******, the **** **** has resolved the claim up to
  the insured’s limit of $20,000.00 resolving the matter. Should you have any questions,
  please contact manager **** ******* at ***** ******** or by e-mail at
  *************************
  Sincerely,
  ******* ** *********
  Vice President, Insurance Claims

• Initial Complaint

  Date:03/16/2023

  Type:Order 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 AAA insurance since May 2022. We had a storm down here that damaged my roof. My kids told me in February that my roof looked funny so I called a roofing contractor and filed a claim with a claim with AAA Insurance and they refused to pay. I talked to 3 people there in St. Louis and they were rude.
  I would like for AAA Insurance to cover the damages to my roof. I sold my husband's truck to get the money to pay the deductible. I think they should pay for my roof. I don't think that is asking for too much.

  Business Response

  Date: 03/23/2023

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

  
  To Whom it May Concern:
  Please be advised we are in receipt of the Better Business Bureau letter of March 16,
  2023 regarding the above captioned claim. The following is our response to the
  insured’s inquiry and our position in this matter. In the inquiry, the insured is requesting
  the Auto Club to replace her roof.
  On February 22, 2023, the insured ***** ****** reported hail damage to her home.
  Service Coordinator ******* ******* spoke with the insured the same day and confirmed
  the loss facts. **** **** with ***** ***** ******* was engaged to inspect the home.
  The inspection took place on February 23, 2023 and evidence of hail damage was found
  to the roof surface and soft metal components (downspout/gutters). Mr. **** noted the
  hail damage to the home did not appear to be recent.
  A **** ***** hail report was ordered to determine when hail events occurred at the
  location. The report indicated two prior hail events at the location. On May 11, 2016,
  hail of 1.3 inches was noted at the location and 1 inch hail was noted on April 08, 2015.
  Each of these events were prior to the inception of the insured’s policy with the Auto
  Club. The insured obtained the policy with the Auto Club on May 12, 2022.
  Service Coordinator ******* ******* contacted Mrs. ******* on February 23, 2023 and
  explained the hail damage to the home occurred prior to the Auto Club insuring the
  home. As such, the Auto Club was unable to afford coverage for the loss. A letter of no
  coverage was sent to the insured the same day. A copy of the **** ***** hail report
  was also provided to the insured. It was also suggested she could present a claim for
  hail damage with her previous insurance carrier who insured her for the previous hail
  dates.
  Insured : ***** *******
  Claim No. : *********
  Page 2 of 2
  The insured did provide photos, videos and an article as proof of her claim. The insured
  indicated she had secured the information for various sources including her neighbors.
  The media provided did show evidence of wind damage however did not support hail.
  The inspection at the home did not note any wind damage to the home. The article was
  general in nature to the area however there was no specific information to establish or
  support hail at the home.
  Manager **** ******* spoke with the insured on March 02, 2023 and March 14, 2023
  and advised the review of the additional information did not change the coverage
  determination and explained the reasons for the decision. Additionally, the insured
  spoke with Unit Manager **** ******** on March 15, 2023 who reviewed the claim and
  advised based on the review there was no change in the coverage determination.
  A review of the claim reveals the insured’s inquiry is not justified. The investigation into
  the claim reveals the hail damage occurred prior to the inception of the insured’s policy
  with the Auto Club. Should you have any questions, please contact manager ****
  ******* ** ***** ********.or by e-mail at ************************.

• Initial Complaint

  Date:03/09/2023

  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 have been a member for 27 years. I called them on January 19th for a tow. I handed the tow driver my spare set of two keys and my card, drivers license and the location to tow the vehicle to. When I got the car back after it was fixed, one of the keys was missing and replaced with ***** *** key (I have a **** vehicle). Also my driver's license was not left with the vehicle and I didn't get the *** card back either. I also have damage on the rear passenger side. I contacted the operations manager for St. Louis, he said the only thing they would do would reprogram my key. That's not not going to make me whole. They can get into the car but the car can't be started. They said there is no way to prove they damage my vehicle. Now they are not communicating with me.

  Business Response

  Date: 03/15/2023

  Thank you for the opportunity to respond to *** ******* concerns.

  *** ******* vehicle
  was towed on 1/19 to the **** dealership by an *** contracted station. **.
  ***** informed *** about the missing keys on 2/14. A thorough investigation of
  this matter was conducted. It was determined that the tow driver does not to
  have the member’s license or membership card. There was no opportunity for her
  keys to be switched with another vehicle while under the care of the towing
  provider. The tow driver only had possession of the keys and the vehicle while
  towing it to the dealership. After that, the dealership had possession of the
  vehicle. The vehicle damage does not coincide with damage that could have
  resulted during the tow process.
  
  As a long-standing
  member of ***, we offered to assist *** ***** with reprogramming the key at no
  cost to her. She agreed to the reprogramming and the service event was scheduled.
  Ultimately, the provider arrived to reprogram the keys and provide the member
  with an additional 2 vehicle keys, but the member was unable to wait and would
  need to call the Locksmith back when she was ready. The member did not call the
  provider back to complete the "free" service.
  
  After completion of our investigation, *** ******** is
  denying *** *****s’ claim of damage. We have contacted *** ***** to let her
  know of our findings.

  Business Response

  Date: 03/31/2023

  BBB
  211 N Broadway St
  Suite 2060
  St. Louis, MO 63102
  
  31 March 2023
  
  Ref. : ***** ***** – Complaint # ******** – SUPPLEMENTAL RESPONSE
  
  *** ******** again denies responsibility for *** ******* claim that a *** Contractor lost or exchanged
  her keys. Our records indicate that the *** provider had possession of her vehicle for approximately a
  total of 59 minutes. Her vehicle was subsequently at a repair shop for approximately 26 days after her
  vehicle was towed. In time frame, any number of issues are much more likely to have occurred with her
  keys. Again, because of her long-standing Membership, our original offer to reprogram is still available.
  Lastly, I again point out that the only keys the tow provider deal with, are those of the vehicle that is
  being towed, while repair shops have literally hundreds of vehicles in their possession at any one time.
  
  This vehicle was towed on 1/19 to the **** dealership by an *** contracted station. **.
  ***** informed *** about the missing keys on 2/14. A thorough investigation about the
  members key & vehicle damage has been conducted and we determined that the driver does
  not to have a copy of the members driver's license, and had no reason to switch her keys with
  another vehicle. The vehicle damage does not coincide with damage could have resulted
  during the tow process. We pointed out to *** ***** that the towing provider only had
  possession of her vehicle for a very short time period, but the dealership had possession for
  approximately 26 days.
  
  Because of her long 27 years of membership, we offered to assist her with reprogramming the
  key at no cost to her. At the time, she agreed and the service event was set. Ultimately, the
  provider arrived to reprogram the keys and provide the member with an additional 2 vehicle
  keys, but the member was unable to wait and would need to call the Locksmith back when she
  was ready. Ultimately, the member did not call the provider back to complete the "free"
  service.
  
  We are not attempting to pass blame to the dealership, only pointing out that the chances of her keys
  becoming dislodged are much greater at a dealership which has many keys & vehicles in their
  possession. The tow provider on the other hand, is only dealing with the tow truck and the members
  vehicle.
  
  Consequently, *** ******** is denying *** *****s’ claim of damage, missing drivers license, or the mix
  up of her keys. She has also been contacted and informed our findings.

  Customer Answer

  Date: 04/06/2023

  The tow truck driver, ******* from ** ***** ****** had my vehicle for 59 minutes according to the ***'s "investigation".  The drive from ***** **********e to ******* **** is 11 minutes.  ******* kept the copy of my drivers license and *** card with the address to the dealer written on it.  I have witnesses who saw me hand him 2 keys - the FOB and valet key along with the copy of my drivers license.  According to the Police officer I filed a report to on 3-9-2023, the tow truck driver should have never taken my the copy of my Driver's License and should have handed it back to me.  I filed a claim with my auto insurance company today to have my locks changed, new keys issued and the damage to the exterior of my vehicle done during the tow - repaired and will be seeking damages for all deductibles in ** ***** ****** *****.   I also cancelled my premium membership with *** Auto Insurance and ****** ******** of ******** today after 27 years.  I met with ***** and **** *******r today at the ****** **** Office of ***.  They could not believe what occurred with the Tow Truck Driver *** hires and that *** Management won't make me whole.  The two women were very kind and compassionate.  Perhaps the Operations Manager ******* ********* and the other managers hired to "manage" the *** Auto Insurance and ****** ******** could come out of hiding and take some lessons from ***** and ****.

  After I cancelled my *** service and was told I would get a refund, I purchased the same service from my auto insurance company today that *** provides with their "premium membership"  for only  $9/ year.   My neighbors had very good luck with the insurance company's towing service.  

• Initial Complaint

  Date:02/27/2023

  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 purchased an auto policy from AAA two years ago and starting last July 2022, my rates started going up and when I called then to inquire the reason first given me was that the rates in Mississippi were going up. Well, it went up by $10 per month, then when I got my most recent renewal notice (February 2023), premiums was going up another $10 per month starting in March 2023.
  
  SO I called again and ask why were my rates going up again after 6 months, and the first reason was "the mileage had gone up a little", well, my mileage since March 2021 (two years), has gone up by 1940 miles (my car is a classic, 1992 Ford Explorer Sport), and I don't drive it a lot, mostly stays parked. I might use it sometimes to go visit family, to go to store sometimes. Then they gave me another reason was that "rates go up all the time", but why every six months all of a sudden? I am a senior and am supposed to have all the senior discounts, senior driving course, policy longevity, multiple policies, good driving record, etc., applied.
  
  I was paying (March 2021),$42.00 per month then it went up to (September 2022), $47.00 per month, now starting in March 2023 they want to increase it to $54 per month. When I called to inquire, all I got was an incompetent agent who didn't know anything. So after speaking with "4" agents and going back and forth with no resolution, I told them I will get another policy somewhere else. So I ask the agent to remove everything but the state mandated liability until I get another policy in a few days from another company.
  
  I was sent several emails from the AAA agent (****** *******, and he was soooo incompetent it was pathetic, then he sends me an email saying he was leaving the office and wouldn't be back until next week.......how arrogant is that......
  
  I did what was required of me, but he kept sending me emails about the same thing, over and over and over again, pathetic to say the least policy # *********. Think I'm gonna cancel Premier membership.

  Business Response

  Date: 02/28/2023

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

   

  I am responding on behalf of the Automobile Club Inter-Insurance Exchange to your complaint which we recently received from the Better Business Bureau. I am responsible for the insurance pricing at the Automobile Club. It is true that we have recently raised automobile insurance rates for our policyholders, and I will explain our need to do so below.
  Periodically, we review our loss experience to make sure the premiums we charge are adequate, not unfairly discriminatory, and actuarially sound. Unfortunately, the inflationary environment that we are in leads to increases in the cost and number of claims. As a result, we have had to increase our rates for all our policyholders. These changes are filed with the Mississippi Insurance Department. The 9/10/2022 renewal was impacted by this rate increase.
  Additionally, mileage changes on your vehicle led to an increase in the premium. The 3/10/2023 renewal was impacted by an annual mileage change. We based the change in annual mileage on the odometer readings that you provided to us. We used these readings to calculate your annual miles driven. Our loss data shows that the more a car is driven, the greater the chance for it to be involved in an accident. Because vehicles with higher annual mileage are more likely to be involved in accidents, they are charged higher premiums. By varying our premiums in this fashion, we are able to charge premiums consistent with underlying costs.
  If you believe the updated annual mileage is inaccurate, I encourage you to call our Policy Management Group at ************ to provide us with an explanation of the change. Should we determine that an adjustment to the annual mileage is warranted, we will make the change accordingly. We may request additional vehicle odometer readings to support the adjustment.
  Thank you for being a member and policyholder for the past two years. We continue to do our best to provide our members with competitive rates and superior service. We value our members' loyalty and take their questions and comments seriously. I hope that the information I have provided has been helpful in addressing your questions and concerns.
  If you have any questions regarding the content of my letter, please feel free to contact ******* *** ****** ******* ** ********* ******** *** *** ********* *** *** ***** *** ** ******* ** ************
  
  

  Customer Answer

  Date: 02/28/2023

  ********** ********
  
  ,
  
  I am rejecting this response because I haven't put but 2,336.7 miles on the vehicle since the last reading.  THe mileage read on March 2022 when I purchased the insurance was 240,404.2 and the mileage read today 2/28/2023 is 242,740.9 so accordingly

  I have put only 2,336.7 miles on the vehicle since last march (11 months ago, and I have  the right to drive my vehicle at least 6000 miles, since it is for leisure I drive it.  I don't use it for work or anything like that.

   

  Also, inflation shouldn't have anything to do with filing of "MOre claims",as I have not had an accident.  Why should I Pay more for something some computer says "Might happen" in the future?  IS that the American way?  I should have to pay for someone

  elses accident........
  
  
  
  
  
  
  
  **********
  
  ******* ***** *** *******  

• Initial Complaint

  Date:02/24/2023

  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.

  I contacted AAA Missouri in regards to purchasing auto insurance. I did a quote over the internet for their auto insurance. I received an email telling me to contact AAA in regards to getting a quote. I then called and talked to ******** **** that told me what my quote based on the coverage I wanted which I was happy with. I told her I would like to proceed with that quote and she stated to me that their was a $10 membership fee for the year and next year it would be $58 yearly and that my policy amount is $143 if used the app that basically monitored my driving and without the app it was $168. I told her I don't have a problem with the app and she said that will be $143. She said that she was going to send me documents to sign and that she needed my bank information which I then gave to her. There was two different transactions one for $10 which was for the membership and one for $168.15 which was for my auto insurance policy. Once she got back on the phone I asked her am I not getting the app and she stated that that is the charge for purchasing the policy, my next month I would receive a discount and would only pay $117 and the following month I will pay $143, and that she was emailing me my documents to sign. Once I received the documents one of the coverages stated I was declining the coverage so then I ask the agent if she could correct the document and resend to my email. She stated that should not be showing I declined it and on her end it was showing I didn't declined it. I told her on my end it shows decline and could you resend she told me she was about to get off and would could me Sunday at 9am to resend the docs. Well Sunday I never received a call. On Monday the 20th, I tried calling ******** with no answer and left a voicemail. She had finally called me back on Tuesday the 21st but I couldn't answer due to me being in training. I then called back on Wed and she said she resent the docs but once I received they were still incorrect I only received page 2 and 3 not page 1 nor page 4 and neither pages showed my auto insurance coverage so I refused to sign the documents again. I then decided to call another rep and request a refund which I was told would be refunded in 3 to 5 business days. I requested an email confirming that the request for the refund was processed but never received the email. ******** **** called me to confirm I was wanting a refund and I told her yes and she stated she was going to refund my card and that was it. I checked my email a day later to see if I got the confirmation for the refund and didn't see it. I then contacted AAA asked about my refund confirmation to be told that it was never submitted and they don't see where a payment was processed and ******** had my policy still in quote status. I then told the rep I'm quite sure she do because my documents were incorrect and I was waiting for her to correct them before I signed anything, but a payment was processed and debited off my bank card and I would like my money back. So as of today I haven't got anywhere with this company that just took my money but I never signed any documents for an auto policy

  Business Response

  Date: 03/01/2023

  Thank you for the opportunity to address Ms. *******' concerns.

  The agent, ******** **** spoke with Ms. ******* on 02/18/23
  to quote her auto insurance. Coverage options were discussed, and Ms. *******
  accepted the quote and agreed to bind the policy, she made the insurance down
  payment along with a payment for the AAA membership.  Ms. **** sent the
  application to Ms. ******* via email for an electronic signature. After the
  application was received, Ms. ******* notified Ms. **** that she did not want
  to decline the uninsured motorist property damage coverage. Ms. **** amended
  the application and resent the documents via email on 02/20/23, a signed
  application was not received. Ms. **** was notified by our ****** ********** ***** that Ms. ******* had requested cancelation of both the membership and
  auto insurance policy. When Ms. **** attempted to upload the policy for
  cancelation, there was a system error that prevented the cancelation from being
  processed immediately. That error has been resolved and cancelation has been
  completed. A refund of $168.15 is being processed for Ms. *******.
     

  Customer Answer

  Date: 03/03/2023

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

  The attached document was "supposedly" the ammended document that ******** **** sent me.  All the documents was not attached and that was the reason I didn't sign it because I don't see where it had the uninsured motorist coverage accepted.  I called and left a message explaining that I didn't receive all documents, but never received a call back.  At that point being that I got no where with ******** **** I just called customer service and requested a refund along with an email stating that I didn't want the policy along with my refund information which I never received in an email.  Here it is 3/3/23 and the money still haven't be refunded to my account. 

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

• Initial Complaint

  Date:02/20/2023

  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 am writing this complaint because I believe wholeheartedly that AAA of Missouri is engaging in an extremely deceptive and harmful business practice. In 2019, I purchased both, auto and homeowners policies with AAA of Missouri. On February 14, 2019, and February 15, 2019, I purchased an auto policy #************ and homeowners policy #************ respectively. After tendering payments the initial payments I intentionally made no other payments on these policies due to what I believed were quite exorbitant costs. Though I tendered no other payments to AAA beyond the lapsed in coverage, according to AAA, they, at their own discretion purportedly continued insurance well beyond the period that I paid for. This practice is egregious for a number of reasons, number one is because I knew absolutely nothing about it. Nor did I agree to it. So long as no claim occurs within this period, it's like stealing money from a baby. Should a claim occur they'd just deny it for nonpayment. They can't have it both ways. Missouri residents should be victimized by any Insurance company's practice of billing for insurance that no one can prove even existed. Needless to say, no one in their right mind would expect an Insurance company to be so benevolent that they would even consider paying claims on policies that they hadn't been paid for. I respectfully ask that this practice is stopped unless they are willing to notify customers in writing of the additional forced coverage and and option whether to participate in such a practice. To date, AAA has caused me significant harm by what I believe is legalized theft. Sincerely, ******* *****

  Business Response

  Date: 03/15/2023

  Please see the attached letters as response to this complaint.

  Thank you.

   

  Thank you for the opportunity to review the concerns you outlined in your recent communication to the Better Business Bureau. Your inquiry was received on March 3, 2023, and forwarded to me for follow up and respond as a matter within my responsibility.
  Before I begin, I would like to take this opportunity to express our thanks and appreciation for choosing AAA to service your Automobile and Homeowners insurance needs, as well as your seven years of membership.
  To summarize, you stated that shortly after beginning policies ************ and ************ on February 14, 2019 and February 15, 2019 respectively, you elected not to continue the policies since you felt the premium was too high. I understand you stopped making payments with the belief that both policies would cancel on their own without a grace period. After your policies were cancelled, we sent two billing notices for the earned premium owed for coverage provided and you are requesting a correction to your credit report for to the outstanding balances due.
  On January 3, 2023, we received an inquiry from the Missouri Attorney General's office, regarding the above-mentioned issues. Since all member concerns are very important to us, a thorough review of what transpired was conducted and a copy of our initial response dated January 20, 2023, is included with this letter.
  To date, we have not received a copy of duplicate coverage from you. However, as we stated in our January 20, 2023 response, we are still able and willing to amend the cancellation date of your policies provided that you send us a copy of your insurance elsewhere showing coverage during the time our policies remained active. For the Automobile policy, ************, the dates of coverage that we are looking for are from March 11, 2019, through April 20, 2019. As for the Homeowners policy, MOH1837961204, coverage was provided from February 15, 2019, until the cancellation date of July 7, 2019.
  March 14, 2023    Page 2
  Mr. ******* *****
  Case ID Number: ********
  At this time, there is no new information, and our offered resolution remains the same.
  We appreciate the time and effort you took to bring this matter to our attention. As a member-driven organization, feedback from members like you allows us to review our processes and improve overall member service.
  I hope my letter has responded to your concerns and summarized and addressed the issues outlined. Should you have any additional questions, please do not hesitate to contact Mr. *****' *******, Regional Manager, in our Direct Sales Organization at (***)
  ********.
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  On Saturday January 28. 2023 my car a 2018Toyota Rav 4 would not turn over but the lights worked so I called the dealer I purchased the car from 5 yrs agoand have it serviced at for guidance. They asked if I had a roadside company that I work with to get a jump and I said yes AAA. Great! Call them to get a jump and check the battery. Sounded reasonable but ended horribly. I called AAA and the tech came out and he tried putting a meter on it and jump it that is when matters became worse. My car was now not responding to anything now. He even tried to put in a new battery he had and nothing. So he suggested I call AAA back to get it towed to the dealer. Once at the dealership they informed me that the car was jumped in reverse and caused all the corresponding issues and to report to AAA. When I called AAA they told me that I had to contact the subcontractor directly and gave me their number. So while still at the dealership I called and the subcontractor told me they were not at my home and AAA should never have told me to call them and that I need to take this up with them. Back to AAA to try and report and the run around begins they dont know who was here for the jump nor the towel but they will investigate and get back to me. She asked for the dealerships information so she could call them to discuss which she has not and they are arent returning my calls when I try to call with information on repairs. $1126.04 later and I am not ok with this! I have been a loyal customer for 13 years . They messed up my car over a jump and dont want to take ownership and refuse to return calls. This is really bad show. Someone please help! This is just unreal! I want reimbursement!!!!

  Business Response

  Date: 02/10/2023

  Upon receipt of this BBB Complaint, we contacted ****************** on February 3rd.After speaking with ******************, we conducted an investigation with both our contractor that serviced her car, and the ****** Dealership that subsequently repaired her vehicle. We apologized to ****************** for any service-related issues she encountered and requested she email a copy of her repair receipt so we could make a determination regarding her requested refund.
  
  We determined that in all likelihood, the service technician caused a voltage spike causing the fusible link to blow as its designed.
  
  ****************** has been contacted and informed of our findings.  We are refunding her for the cost of the repair to her vehicle which resulted from the *** service event.

  Thank you.

  Customer Answer

  Date: 02/13/2023

  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:01/25/2023

  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 purchased automobile and renters insurance. Those charges were taken from my bank but then on the same day a $766 charge was taken as well. It depleted my account. I called my agent who wanted bank information and I showed her the statement. There was no explanation given. She said the refund was submitted and expedited. Nothing happened. She then stopped responding to me. This error left me with no money and I couldn't pay my bills. I incurred late fees and overdraft fees. Plus lots of stress. Talked with 2 different agents who said nothing had been done on Mon and Tuesday the following week. My bank was on a three way call to try to resolve this and still no explanation given. I contacted upper management as well. They have yet to explain this charge and I also said I wanted a different agent and they have yet to resolve that issue as well. No regard for the financial strain or fees I've incurred. No compensation at all. I want my refund and I want to change branch locations. And compensation as well. Very unprofessional and shady that they cannot give a reason for the unauthorized charge.

  Business Response

  Date: 01/26/2023

  We appreciate the opportunity to respond to this insureds concerns.  Our Insurance Business Manager, **** ****** spoke with her on January 26, 2023 and was able to answer her questions as well as address her billing concerns. A full refund was processed.  We are happy to say that she expressed her satisfaction with the resolution.

   

  Thank you.

• Initial Complaint

  Date:01/13/2023

  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.

  On October 12th, 2022 I filed a claim for hail damage to AAA insurance for my my roof after having 3 different roof inspections with 3 different roofing contractors who all identified the same damage. The same hail damage was then identified by the AAA claims adjustor and outlined in his report. My claim was then denied because AAA claimed that the storm did not happen during the time frame that I received insurance coverage from them. After sharing multiple documents and emails back and forth and being denied to even have a contractor present for another inspection I was continually denied until they sent a 3rd party service to verify the date on which the damage occurred. The 3rd party agreed that the storms did happen during the period of coverage but then claimed that there was no hail damage to my roof and only a small section of my gutter. AAA then said that everyone prior had made a mistake, even their own adjustor and only offered to repair the gutter which was far less than my deductible. When I called and asked about this I was laughed at on the phone. I would like to see them honor the claim and be true to their word on the damage to my roof that was identified by roofing companies and their own adjustor. It was obvious that the 3rd party was only sent out to create a report in their favor as they refused any reports or documents that I submitted. I'm paying for a service/insurance that AAA is not providing and I would like for them to provide the service that I am paying for.

  Business Response

  Date: 01/17/2023

  Please see the attached letter as our response.

  Thank you.

   

  We are in receipt of your January 13, 2023 inquiry regarding the above captioned claim.
  The following is our response to the complaint and our position on this matter. In the
  inquiry, the insured is requesting the Auto Club pay to replace his roof.
  
  On October 12, 2022, our insured contacted AAA and reported a contractor advised that
  he sustained hail damage to his roof. Service Coordinator Lori Love spoke with the
  insured the same day and confirmed the loss facts. Field Property Estimator ***
  ****** was assigned to assess the damages.
  
  Mr. ****** inspected the roof on October 17, 2022 and noted some possible hail related
  damage to the roof. There were no weather reports documenting any damage for the
  loss location from the inception of the policy on December 03, 2021. As such, a letter
  was sent to the insured on October 20, 2022 advising any possible hail damage
  occurred prior to the policy inception.
  
  The insured disputed the findings of the investigation and provided a roof report from
  December 03, 2019 showing the roof was in good condition when he purchased the
  home. While the report indicated no hail damage it did state there was granule loss to
  the shingles and some minor damage.
  
  To address the insured’s concerns, an engineer was engaged to evaluate the damage to
  the roof and establish a time frame of any hail damage. ***** ****** ** ****** ****
  inspected the insured’s home on November 02, 2022. The investigation revealed there
  was no hail damage to the roof. There were blistering and normal wear and tear to the
  roof surface due to normal wear and tear which is not covered by the policy. A letter of
  no coverage for the wear and tear of the shingles was sent on November 18, 2022.
  
  
  
  ******* * ******
  ***** *** * *********
  Page 2 of 2
  
  
  The review of the claim reveals there was a disagreement as to the roof damages. To
  address the insured’s concern, the Auto Club engaged an engineer who concluded the
  damages the roofing shingles were not hail related. As such, our position remains the
  same. We would be happy to review any new information on this loss for consideration.
  Should you have any questions, please contact manage ***** ****** ** ***** ****
  ******* ** ****** ** *****************************
  
  Sincerely,
  

  Customer Answer

  Date: 01/18/2023

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

  What was stated by the business (AAA) is only partially true and left out many details and correspondence between myself and the business.  I provided multiple weather reports and the inspection by J*** **** clearly stated minimal granular loss.  
  
  
  There are multiple sources stating hail damage to include Mr. *** ******, and only when it seemed that AAA would have to actually pay the claim they chose to hire someone that would disagree with the multiple sources and then use that sole source to refuse to pay the claim.  The reasons that AAA used to deny the claim had changed multiple times (and proved to be false) before they paid someone who would side in their favor.  They have a single source where as I have multiple sources to include the AAA adjustor.  

  
  

  AAA is taking advantage of me and leaving me with damaged property simply because they don't like the size of my roof and admitted that to me over the phone.
  
  
  
  
  
  Sincerely,
  
  
  
  *********** ******

  Business Response

  Date: 01/25/2023

  January 25, 2023
  
  
  ****** ******** ******
  ******* ******* * ******** ******** * ******** ********
  *** ** ********* **** ****
  *** ****** ** *****
  
  
  *** ******* * ***** ******
  ***** ****** * *********
  **** ** **** * **********
  *** **** * * ********
  
  
  To Whom it May Concern:
  
  Please be advised we are in receipt of the BBB’s follow up inquiry regarding the
  above captioned claim dated January 19, 2023. The insured has disagreed with
  the Auto Club’s original response and the following is our response to the
  insured’s concerns with supporting documentation.
  
  AAA has already acknowledged and agrees at the initial inspection Field
  Property Estimator *** ****** marked areas on the roof he thought were hail
  damage. The investigation into coverage also included a review of weather data.
  
  As the insured indicates there was conflicting information as to the hail events in
  the area and whether there was hail damaging events to the roof. The insured
  does correctly state that the **** **** report states “there is very little granule
  loss except for the areas of foot traffic”. The reported is dated December 03,
  2019 which is two years and 10 months prior to the report of the claim. The
  report also indicates other issues with the lack of flashing and some of the
  gutters were loose from the fascia.
  
  Due to the differences, the Auto Club obtained the services of an engineer to
  evaluate the damage to the roof as stated in our previous response. *****
  ****** ** ****** **** inspected the insured’s home on November 02, 2022. The
  **** **** report was also provided to the engineer. The investigation revealed
  there was no hail damage to the roof. There were blistering and normal wear and
  tear to the roofs’ surface due to normal wear and tear which is not covered by the
  policy. A letter of no coverage for the wear and tear of the shingles was sent on
  November 18, 2022. We have provided a copy of the report.
  ******* * ******
  ***** *** * *********
  Page 2 of 2
  
  
  An additional review of this matter reveals no change in our position based on
  the engineer report. As there were differences between the insured and the Auto
  Club, an engineer was obtained to provide an independent review of the roof
  surface. The Auto Club is willing to review any new documentation regarding this
  matter if provided. Should you have any questions, please contact manager
  ***** ****** ** ************ ** ** ***** ** *****************************
  
  Sincerely,
  
  
  ******* ** *********
  Vice President, Insurance Claims