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:01/09/2023

  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.

  On May 27 I hit a pothole on 270 and did extensive damage on my Lexus. They had to change all of the extension pieces to my car. There was a tremble so they changed the rims. A couple weeks later. the dodge dealer could not fix my Lexus so I had to take it to ****** ***** at least 4 different times for the same tremble. When me and my wife left to go out one night I noticed there was no power steering. I have always had power steering on my car. The rack was broken so my power steering did not work. This too should have been fixed, but it was not. I am a cancer patient so I need to have my car to get to all of my doctor appointments. Initially when the car was in the accident, the tow man told me that the ball joint was busted. This was known to the adjuster at AAA and all the repair shops and yet no one ever fixed it. The AAA adjuster later told me they could not fix the ball joint. I have no idea why AAA has said they will not fix it and they have not fixed it or given me any type of resolution to this matter. I want my car fixed and the reason for my claim to be adjusted by AAA

  Business Response

  Date: 01/12/2023

  Please see the attached letters as our response.

  Thank you.

  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 we consider the suspension damages to his vehicle
  as related to this loss.
  On May 26, 2022, ****** ****** reported he was driving the 2007 Lexus LS460 at the
  time of loss. We confirmed he struck a sign, ran over it, and then struck a pothole. The
  initial estimate was written on June 1, 2022 and repairs were completed in late June.
  Soon after, Mr. ****** reported persisting issues with his vehicle. AAA deemed those
  items as loss-related and repaired them accordingly by late July, 2022.
  In mid-August, Mr. ****** reported additional driving issues with his vehicle and the
  original repair shop advised they would review the current issues to see if it was related
  to the repairs they had performed. In mid-September, our Auto Physical Damage (APD)
  team discussed additional issues with Mr. ****** and a replacement of a steering rack
  and Electronic Control Unit was approved. Two weeks later, the insured reached out to
  AAA for additional issues, but never responded to our follow-up in late September.
  Jan 4, 2023, we received notice from a Lexus dealership informing us Mr. ****** brought
  his vehicle in with issues he claimed to be related to previous collision/repair. The
  diagnosis was a ball joint issue, which our APD manager reviewed and was unable to
  relate to this claim, as the previous wheel alignments on the Lexus came back within
  specifications. The insured vehicle had been driven approximately 3000 miles since the
  last repair (268,000-271,000 miles). We concluded the issue was related to wearable
  parts which were not affected by the initial loss.
  Insured: ****** ******
  Claim Number : *********
  Page 2 of 2
  Throughout the entire process, we thoroughly reviewed each of the concerns as they
  were presented. We advised Mr. ******, we were unable to relate the current issue to his
  May 26, 2022 loss and he disagreed with our determination.
  An additional review of this matter revealed the claim was handled property and there is
  no change in our position. Should you have any questions, please contact manager
  **** **** ** *************

  Customer Answer

  Date: 01/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  The vehicle continued to have the tremble in the left front-end  and initially  the the towtruck driver showed it to me it was busted due to the pothole  AAA NEVER STOPPED THE TREMBLE IN THE FRONT END I AM A CANCER PATIENT  I HAD TO DRIVE TO CHEMO  EVERYDAY  SO THE MILAGE HAD TO CHANGE THIS IS MY ONLY TRANSPORTATION  they NEVER Corrected  the tremble I have paperwork  to show that everytime  it was taken back was because of the tremble in the front-end when the rack and pinion was replaced they said it was cracked  due to the pothole  I'm not a mechanic but truthfully  Speaking  if everything was replaced why do I still  have the tremble  ****** ***** IS VERY FAMILIAR WITH THIS CAR I HAVE RECEIPT SHOWING THAT EVERYTIME IT WENT TO THE  DEALERSHIP IT WAS FOR THE TREMBLE NOW THEY TELL ME ITS A BALLJOINT REALLY THIS CAR HAS HAD ALMO$7000 WIRTH OF FRONT-END WORK ON IT THROUGH  ***** ******** *** ******
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/30/2022

  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.

  *** from AAA contacted me to Give me insurance, ran all my info. Kept in touch to get me on and take my Money,
  2 weeks later I call to get proof I have insurance and the card. ******** ***** Says I don't have insurance and says she will have to look into this
  
  I wait till Coupke days and try getting a hold of *** again, They took my money for coverage and failed to let me know they can't cover me for a Bogus Ticket that was in AZ, I was involved in a accident and had a valid driver license.
  
  I than try and get a hold of ******** ***** to get all my info for My Financial Institution that holds the lean for my Vehicle and they failed to let them know there covering my vehicle and She blocks me.
  
  Worst experience I've ever had purchasing Insurance with these 2 individuals.
  
  *** ********* ******** *****.
  
  Thanks for The Worst experience

  Business Response

  Date: 01/09/2023

  Thank you for the
  opportunity to respond to this customer’s complaint. We apologize for any lack
  of communication on our part. On November 16, 2022, the customer was notified
  that our underwriting department had completed their review and we were unable
  to insure him per our findings.  He was
  told at that time, his policy with us would be cancelled effective December 15,
  2022 and was informed to find insurance elsewhere. 

   

  Customer Answer

  Date: 01/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was never notified
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/12/2022

  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 wanted to change insurance from ***** **** so that my husband can be on my plan. I inquired through AAA. **** ***** at AAA committed to provide a lower rate with my husband included. My policy number for AAA is *** *********. The representative that handled the entire transaction is **** *****. On 11/09/22 she added my husband on my insurance and told me she needed my bank account number to continue. I gave her my account and 348.75 was charged to my account. **** assured me everything was clear. On the policy it was me, my husband, and our 2 vehicles. **** said that along with a cheaper rate another benefit is that I would not have to pay a monthly payment until January 2023. After everything went through on her end as far as adding my husband and his car, **** told me to wait for her to say it’s okay to cancel my original insurance with ***** ****. After she got the payment she told me to cancel. I canceled my insurance with ***** ****. On 11/28/22 I received a letter saying I have been enrolled in automatic payments, I never approved it. Then on 11/28 she told me I had to remove my husband from the plan. I told her I never approved for automatic payments and the only reason I switched insurance was so my husband could be in my plan. She continued to explain a new policy and added that I may want to pay a December payment because the one in January would be too high. At first she told me no payment until January. So after everything that was promised to me, I got nothing of it. Also, the rate that it came out to be was more expensive than ***** ****. On 12/07 I asked for the AAA insurance to be canceled and asked for a refund. **** told me she can’t process a refund because me and my husband were covered a month. We were not covered a consistent month. The policy kept changing on their end. We were told that my husband couldn’t be on the policy before a month came. And the rate changed again after she removed automatic payments.

  Business Response

  Date: 12/27/2022

  
  ******** *******
  *** **** ***
  ********* ** *****
  
  Policy No* ************
  
  To whom it may concern:
  
  I am writing in response to the complaint we received from the ****** ******** ******* Before I begin, I would
  like to thank you for the opportunity to address your complaint and for all the information you provided to me that
  helped with my investigation.
  
  After reviewing the details, the insured purchased an auto policy ************ on November 7th, 2022, after
  completing an online insurance quote and receiving a call from a AAA Agent.
  
  In the original online inquiry, Mrs. ******* requested coverage on one car and one driver (herself and her vehicle).
  An Agent responded to the inquiry, where Mrs. ******* informed her that she (Mrs. *******) would like to set up a
  policy that could include herself and her spouse. The agent obtained the necessary information from Mrs. *******
  to add her spouse and his vehicle to the quote and discussed the rate. Mrs. ******* accepted the rate and purchased
  the policy with two drivers and two cars. On 11/26/2022, it was discovered that Mrs. *******s’ spouse had a
  suspension on his motor vehicle record; this suspension disqualified him. The agent contacted the insured, Mrs.
  *******, and offered a solution to exclude the spouse to allow Mrs. ******* to continue insuring with us. Mrs.
  ******* agreed to this, and to make sure there was no miscommunication, the agent reached out to her spouse and
  obtained written consent to remove him from the policy and exclude him. On 12/12/2022, the insured contacted
  another department at AAA and requested to cancel her policy.
  
  After speaking with the insured, Mrs. *******, and getting more familiar with her experience as well as what she
  would like to see in the resolution, we agreed that if we could proceed with a cancellation, that would minimize the
  amount of premium she owes AAA, she would feel comfortable with the situation and see this as fully rectified.
  As a courtesy, we have waived all fees associated with her decision to cancel and advised her of the remaining
  $90.00 earned premium for the time we covered her and her drivers/vehicles.
  
  Please feel free to contact me with any additional questions.
  
  Sincerely
  ******* *******
  ********* ******** *******

• Initial Complaint

  Date:12/11/2022

  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 November 30, 2022, I had my front driver side tire changed on my truck by AAA. After the replacement, the vehicle had a horrible shaking and I was unable to control the steering which nearly caused a fatal accident.
  
  The car was towed to Nissan on December 5 and they noted "the left front tire lug nuts were loose."
  I am completely shaken up and could have been killed. I am seeking reimbursement of my service fees and some form of compensation for this awful experience. I have the service statement for the date and visit at ****** ***********

  Business Response

  Date: 12/20/2022

  Upon receipt of the above
  referenced BBB Complaint, we attempted to contact Ms. ******** at 12:44 PM on
  December 15th. A voice message was left for her to return our call
  regarding her complaint. A second attempt was successfully made on Monday,
  December 19th.
  
  We apologized to Ms. ******** for
  any service-related issues she encountered and requested she email another copy
  of her repair receipt showing the entire receipt so we could make a determination regarding her requested
  refund. All contact information was passed on to Ms. ******** so we can process
  a potential refund.
  
  Although this appears to be a
  rather small repair, we can’t process without the requested documentation from
  her. As soon as we receive her documentation, a determination will be
  expedited, and processed if applicable.

  Thank you.

   

  Customer Answer

  Date: 12/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am awaiting a response to the reimbursement for my tire related service and diagnostic fees.  This could have cause a fatal accident and fortunately, I took it in to the dealership before that happened.  

  I have spoken with AAA rep and provided him with the documentation he requested.

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

  Business Response

  Date: 12/27/2022

  We appreciate Ms. ******** attaching the receipt again to this complaint with the BBB; however, the attached images are incomplete and cut off on all sides making it impossible for us to see the totals, taxes, etc.  We have spoken with this consumer and are waiting for her to forward the complete repair receipt to proceed with a determination and if required, a refund.  She was given the option of forwarding this documentation directly to the manager for processing.

   

  Thank you.

   

  Customer Answer

  Date: 12/27/2022

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

  I have sent this receipt several times via email and on this BBB site  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 01/12/2023

  The shaking and vibration caused the airbag light to come on and I had to incur a service fee to diagnose it.  The tires were out of balance and alignment, however, I could not afford to get an alignment at the time.  ***** ***** called these punitive damages and does not believe they should have to pay me for the danger I was in as a result of the employee's negligence.  I have attached the receipts again.

• Initial Complaint

  Date:12/05/2022

  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 policy holder with AAA for 11 years. A couple of years ago I was a victim of a hit and run (minor damage to front fender/bumper/wheel/tire.). Since the damages were minor, I repaired the damages myself to save cost. Last month my wife hit a deer around the same spot and they refuse to cover the entire cost unless I send in documents proving the repairs. They want proof of repairs that are not relevant to the current damages. They said that I should not profit from claims, when they are trying to do the same, since the at fault party's insurance company was the one who paid for the previous damages. They used time sensitive tactics by threating to cancel our rental car, which we pay a premium for. I paid over 40k in premium in the last 11 yrs and they are claiming that I'm trying to get them for $1700 that they didn't even pay (at fault insurance company paid).

  Business Response

  Date: 12/14/2022

  
  December 12, 2022
  
  
  Better Business Bureau
  ******* ******* * ******** ******** * ******** ********
  *** ** ********* **** ****
  *** ****** ** *****
  
  
  RE: Insured : **** *******
  Claim Number : ********* 
  Date of Loss : 11/10/22
  BBB Case # : ********
  
  To Whom it May Concern:
  
  Please be advised we are in receipt of the BBB’s inquiry regarding the above captioned claim
  for damages to Mr. ********* 2018 Ford Taurus resulting from a deer incident. Please find our
  response to the insured and the resolution to this matter. In the inquiry, the insured was
  questioning the deduction of unrepaired damages from a prior loss.
  
  Mr. ******* presented this claim for damages due to a deer hit and the damages overlapped
  with a prior claim (*********) in which AAA had paid out on and received a subrogation
  recovery for. In a discussion with Team Manager, ****** ******** on December 5, 2022, Mr.
  ******* felt that AAA was profiting from the current deer claim by taking the reduction since
  AAA did receive a subrogation recovery in the prior loss. Ms. ******** agreed to investigate his
  concerns further and would get back to him on December 6, 2022.
  
  Upon further review of the prior loss and considering the insureds perspective, along with the
  subrogation recovery that was received and additional labor hours and unavailable parts,
  management agreed to addressing the damages from the deer hit in claim ********* without
  any deduction for unrepaired prior damage.
  
  Ms. ******** followed up with Mr. ******* on December 6, 2022 and advised him of our
  decision, however the complaint had already been filed.
  
  

• Initial Complaint

  Date:12/05/2022

  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.

  ******* ******** out of the Texas branch of aaa cheated me out of a lot of money and told that because he wrote my home policy wrong and that I would receive my money back I don’t want my money back I want my refunding and applied to *** ******* **** ***** at I have several rental properties and I on and operate my own business ******* was wrong this a bad look on aaa I want him fired for falsely conducting aaa affairs I be not gotten my policy for my house either *** **** ******* ***** ** either I been dealing with ******* n triple a for awhile something needs to be done contact me at ************

  Business Response

  Date: 12/09/2022

  Thank you for allowing us the opportunity to respond
  to *** ********* concerns.  Our manager
  Mike Nicholson spoke with *** ******* regarding his policy. We were unable to
  apply his refund to the new policy; however, he will receive a check and may
  choose to use the refund towards his new policy. **** ********* gave him his
  direct number should he have any further questions or concerns.

   

• Initial Complaint

  Date:12/03/2022

  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.

  My issue is with Automobile Club I get-Insurance Exchange in St Louis, MO.
  I purchased auto insurance with them in May 2021. Canceled a few months later due to high prices. During this time it was difficult to speak to anyone as to why I was over charged and no one would return my calls or emails.
  In October 2022, I received a letter stating I was overcharged and they will send a refund check. It’s been two months and no check was been received in the mail. No person of contact is listed on the letter I received so I’ve emailed and called any point of contact I’ve located online. No one has responded to any emails nor does anyone I’ve spoken to have any answers. I’ve been transferred to person after person with no luck.
  I would just like my refund, with little hassle.

  Business Response

  Date: 12/07/2022

  Thank you for the
  opportunity to address this insured’s concerns. We apologize for the communication
  issues she encountered when reaching out to AAA. Due to an error, she was overcharged,
  and it was noted in the system that a refund was due. A letter was mailed to
  her on 10/24/2022 informing her of the error and a refund would be mailed to
  her shortly. The check hadn’t been processed at the time we received this, so a
  manager requested the check be issued immediately and it was printed for
  mailing on 12/06/2022. A manager called her to discuss her refund. He left a
  detailed message including his name and direct number should she have any other
  concerns.

• Initial Complaint

  Date:11/18/2022

  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 have homes in Missouri and *********** cancelled my auto membership after drivers in ********** allowed someone else to use my card after I complained about one of your employees bullying me in April. Doesn't sound like a coincidence and now I've received a message saying the calls came from my phone when ******** clearly shows no calls were made from my number to *** after the April incident with the flat tire. *** fraudulently charged my credit card for charges that weren't mine in ********** when I've only been in ******* since Covid. One of the *** employees (*************************(?)) # *************************), called me & left a message stating she had verified that calls came from my number for service calls in **********. She then lies and says they came from *******. Lying about that when ******** can easily back up my claims that they didn't come from my phone isn't very bright. In 2022, I only called for help in March and April. So ******* lying and saying there were 5 calls from ********** that she says I was fraudulently charged for but then leaving me a message and saying it was *******?? Beyond incompetent. So to recap *** terminated my contract after fraudulently attributing service calls to my account that weren't mine and according to ******* charged my credit card for charges that weren't mine.

  Business Response

  Date: 11/17/2022

  We appreciate the opportunity to respond to this customers concerns. AAA ********************** maintains that all calls used by Ms. *********** Membership were for ************ events that all took place in ****, *******, and primarily at the same address that ************************ provided to the BBB. Furthermore, all but two calls in 2019 had the same phone number as a callback number that ************************ references in the BBB Complaint. Our records show that all calls going back to 2019 were for Emergency ************ calls on the same two vehicles, and the majority at her Mesa home address.
  
  Based on the above information,AAA maintains that all calls took place in ****, *******, and we find no evidence to substantiate any fraudulent usage of her AAA membership.
  
  AAA Missouri has attempted to call ************************ and left voicemails to clarify her membership usage. She was given the direct contact information in the voicemail should she need any additional information.

  Thank you.

  Business Response

  Date: 11/22/2022

  Please see the attached response to **************************** complaint.

  Thank you.

• Initial Complaint

  Date:11/07/2022

  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 started AAA insurance and had it set up to pull from my account on the 3rd of the month switching from progressive. One had a one day laps in insurance. Second second found out I did not have coverage for a full ten days. I'm switching insurance companys again just found that out. Plus it was below state minimum requirements and they screwed up my score for how long I have had insurance for.

  Business Response

  Date: 11/21/2022

  Please see the attached letter as our response.

  Thank you.

  Complaint ID: ********
  Dispute Resolution Department
  Better Business Bureau
  I am writing in response to the complaint of ******* ********** Thank you for the opportunity to
  address this insured’s concerns.
  I have investigated the details of *** *********** complaint and reviewed the policy he had with AAA.
  His policy was in effect from August 3, 2022, until it was canceled by *** ********* on November 3,
  2022. Our records do not show a lapse in coverage. We do not write insurance policies for under the state
  minimum and, as such, *** *********** policy with AAA did meet Missouri’s state requirements. When
  we attempted to discuss this complaint with him, he was non-receptive, so we were unable to assist him
  in determining if and where a lapse in his coverage might have occurred.
  Sincerely
  ********* *********
  Insurance Business Manager

  Customer Answer

  Date: 11/21/2022

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

• Initial Complaint

  Date:11/01/2022

  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 September 10th I was rear ended by ***** ******* at the time claimed to have insurance with Triple A. A few days after the wreck I had not been notified by aaa yet I called and spoke with the claims adjuster ***** at aaa. I told her that I had the estimate for my vehicle getting repaired by ****** **** she informed me that they were not yet a recommended aaa body shop although they were working with them to become one. I then told her that the estimate was just done on the exterior of the car that when the bumper was removed that there would be more visible damages to my car she said that since they would be working with them to go ahead and remove the bumper. A few days later I received a call from ***** that the claim had been denied because she could not contact ***** *******. I was able to contact him without a problem. I ask that he contact *****  he cussed me out told me to leave him alone that he had full coverage insurance to call aaa. After numerous calls to aaa one representative told me that ***** ******* was a excluded driver then I contacted ***** ******* about this claim she said that she would review the phone conversations with ***** telling me to have my bumper removed and get back with me. She has not called me back. I have called numerous times leaving a message for her to call me back. I have got NOTHING from Aaa. ***** also said that they would be mailing me something. I have never received anything in the mail or a return phone call. Now I am stuck with a car that isn’t drivable because they told me to have the bumper removed.

  Business Response

  Date: 11/07/2022

  Please see the attached letter as our response.  Thank you.

  November 7, 2022
  ***** ******
  *** **** ***
  **** ****** ** *****
  RE: BBB Case ** ********
  Policy: ************
  Our Claim #: *********
  Complainant: ***** ******
  Our Insured: ***** *******  
  Date of Loss: 09/09/2022
  
  Dear *** *******
  This letter acknowledges receipt of your complaint to the Better Business Bureau
  concerning the lack of communication and denial of coverage for the automobile
  accident dated November 1, 2022
  Our investigation revealed the involved driver, ***** ******* was an excluded
  driver on the policy. On September 30, 2022, ***** ******** left a message
  informing you of our coverage determination; a denial letter was generated and
  sent to you the same date. During a phone conversation on October 5, 2022,
  Team Manager, ***** ******* communicated the outcome of our coverage
  investigation and reiterated our coverage denial.
  Thank you for allowing us the opportunity to review this matter. Should you have
  any questions, please contact Claims Manager ***** ******* at *************
  Sincerely,
  ******* ** *********
  Vice President, Insurance Claims