Business Profile

Property Insurance

A A A Automobile Club of Missouri

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Insurance.

Important information

Customer Complaint:
AAA Automobile Club of Missouri reflects complaints by Missouri, Louisiana, Mississippi, and Arkansas residents only. Some consumers complained that they had difficulty obtaining a refund, experienced poor customer service and long wait times, had difficulty managing automobile claims, and were sold overpriced or insufficient batteries. The company has responded to all complaints.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:10/20/2022
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.
My Fiancé and two children were in a previous accident at the beginning of September. Myself and my Fiancé have AAA the person who hit us has AAA. My truck has been in the shop(at the dealership) for over two months now. AAA is refusing to fix all the issues wrong with the truck as they are saying it wasn’t caused by the accident because they were hit from the back that it could not have caused internal damage to the truck but the Dealership has confirmed that it in fact could have easily been caused by the accident due to the impact of the accident could have pushed/shifted everything in the front causing the damage that is done to the truck.! My truck is non drive-able and is sitting at the dealership causing fees for it sitting there.! I need help.!
Business Response
Date: 10/27/2022
Please see the attached letters as our response.
Thank you.
Customer Answer
Date: 10/27/2022
Complaint: ********

I am rejecting this response because:

This claim was not handled properly and my truck is still not fixed and still non-drivable. My truck became non - drivable on 9/6/2022 after the accident that happened on 9/5/2022 when it was towed by AAA to the dealership and has been there since and still sits there til this day.! The dealership had confirmed that the internal damage that was found is in fact caused by the accident.! And they had called and asked ***** ****** to come back out and she will not go back out.! The Dealership in fact talked to one of your AAA Representative just last week at the local office here in St.Louis named **** I went into the branch to speak to someone face to face and he can confirm that he spoke with the dealership to a gentleman named **** and he stated that they found more damage and needed the appraisal lady ***** to come back out and that they found internal damage.! It’s just not adding up.! This is completely uncalled for if the dealer themselves are asking and stating the damage why are you all not compiling.?! I need my truck fixed.! I make monthly payments for a truck that I don’t even have/can’t even drive.! On top on paying you all AAA for insurance on a vehicle that I can’t drive. Remind me again why I pay for insurance.?! I have children one with a disability who has many doctors appointments and therapy’s she attends daily and other children who have to get back and forth to school.! I know you all are heartless and don’t care about none of that because if you did have some type of heart you would properly be fixing my vehicle.! I will fight to no end to get my vehicle back and running I will reach out to whoever I have to to get my truck back running the way it was before the accident that happened on 9/5/2022.!

Sincerely,

********** *******
Initial Complaint
Date:10/19/2022
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.
May 1st 2022
I contacted **** ****** my AAA insurance agent to put my car on Garage insurance from full coverage until end of August or longer as I was going to Scotland and would notify her when I got back.
In August I contacted her to put insurance back on and discovered that it had been cancelled due to non payment.
I had all my bills auto pay and never knew about this.
The company never tried to reinstate .
I received a refund of $103 and $1 for overpayment ?
Being a car dealer I know importance of auto insurance and now I am on a plan for someone that has no auto insurance.
Policy Number : *** *********
Business Response
Date: 10/27/2022
Please see our attached response.
thank you.
Customer Answer
Date: 11/02/2022
Complaint: ********

I am rejecting this response because:

I read the letter and that is totally wrong. I called and **** clearly told me that I had a credit and if it was until August there was enough in the account if full coverage was put on hold why would I need a new policy when I told her my ***** policy was $9-12 before when I have left the country.
All she had to do was contact me by phone as why would I let something this important slide as being a car Dealer and in sales for 47 years I am insulted so don’t believe any of her notes as they were not discussed with me. Regret leaving *****.

Thank you
******** *****

Business Response
Date: 11/04/2022
We have reviewed the rejection from *** ***** and stand by our initial response. Thank you for the opportunity to respond.
Initial Complaint
Date:10/07/2022
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.
I have been on hold for excessive waits. The monthly billing has changed and I can't reach any one to discuss it. They were billing me $269.20 and now it is up to over $300. They have adjusted the policy without telling me when I took it off autopay.
Business Response
Date: 10/11/2022
Thank
you for the opportunity to address this customer's concerns. On October 11,
2022, Supervisor ***** ****** spoke with *** ***** and apologized for her excessive wait time. The supervisor reviewed all billing
plans available to *** ***** with AAA. They discussed the billing statement
that was mailed on September 18, 2022, notifying *** ***** of the premium change,
and she was told about the short rate fee. We are happy that *** ***** has retained
her membership with AAA and will keep us in mind for her future insurance
needs.
Thank
you.
Initial Complaint
Date:10/03/2022
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.
AAA has been taking money from my bank account for two policies. There were loans taken out on those policies without my authorization. I didn't even know I had insurance with them because I had my own insurance. They refunded a portion of it, but not all of it. I have the paperwork showing this. This has been going on for months.
Business Response
Date: 10/10/2022
On October 5, 2022, we spoke with this customer about her concerns. She stated that her complaint was with her credit union and not AAA. She understood that AAA did not owe her any refund and confirmed no further action was necessary on our part.
Thank you.
Initial Complaint
Date:09/29/2022
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 auto pay set up for the 10th of every month because me and my husband are both on social security and get paid on the 3rd of each month .it's Sept 29th and they just over drawn my account by just now taking payment out .it's gonna cost me over draft charges of 30 dollars they don't have content to touch my bank account other then the 10th of the month it's their fault I want them to pay the overdraft back to me
Business Response
Date: 10/10/2022
After investigation into this customer’s concerns, we
found that when the customer’s policy was set to renew, the installment
payments were set to process on the 10th of each month. The payment that
was due on 09/10/2022 did not go through. As a courtesy, we extended the due
date to 09/29/2022 and mailed her a billing statement on 09/11/2022 letting her
know that the payment for September would be processed on 09/29/2022. The billing
statement also confirmed for her that next five installment payments would be
processed on the 10th of each month as previously set up.

Thank you for the opportunity to address this customer’s
concerns.
Customer Answer
Date: 10/13/2022
I am rejecting it because they did not try to take it out on the 10th. My bank confirmed that I had money in the bank at that time of the month. They waited to the end of the month and they should return my $30 and the overdraft fee.
Business Response
Date: 10/14/2022
We have again reviewed our documentation for this customer's billing and stand by our original response.
Thanks.
Initial Complaint
Date:09/22/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with AAA for several years for my auto insurance.. I saw a commercial suggesting bundling with Home Owners for additional savings. Thus, I purchased a policy for Homeowners insurance with AAA last Aug. I had several photos that I had to send to the company to obtain the policy. I asked if they received all necessary information and photos and I was told Yes. I asked if I was covered by AAA and was it safe to cancel my existing insurance. I was told Yes!. My policy states my coverage begins Aug 4th, 2022 Thus, I cancelled my existing policy.Four days ago I received a letter in the mail from AAA stating that my policy was being cancelled effective 10/22/2022. The letter stated that they did not receive my application and all supporting documents signed by named insured. Also, they wanted additional photos. NONE OF THIS WAS EVER MENTIONED TO ME!!!!!! I immediately call AAA regarding this letter. And for the last several days nothing has been resolved. I immediately sent the photos they requested . Also, the agent apparently put my sister and brother on the policy with me. I do not know why this was done. Now they want me to get a release from my brother and sister to remove their name from the policy. I am estranged from both of them and I do know their emails. This is causing much stress to me . I called and emailed the District Manager today but no call back. I called the agent again today, who took my application and all he says is he has to wait to hear. I need this corrected immediately.
Business Response
Date: 10/10/2022
October 10, 2022

********************************
6449 *******************************************************************

Policy #MOH180460752

Dear ****************,

Thank you for alerting us to your experience regarding the above referenced home insurance
policy. Your inquiry was forwarded to my attention for response as a matter within my
responsibility.

In your inquiry, you expressed concern regarding issues with your homeowners insurance
policy written by *******************************. You stated that the original home was written with your
siblings names and was missing the supplied photos.

In reviewing, I see policy MOH180460752 was issued with an effective date of August 4, 2022,
for the home at ***********************************************************************. This policy was issued for
underwriting review by agent ******************************* under your name as well as ********************* and
***********************************. Our underwriting department issued a cancellation due to not receiving the
signed application or photographs required for them to properly underwrite a risk. A
cancellation notice was mailed to your home address on September 15, 2022, regarding this
decision.

On September 26, 2022, underwriting agreed to re-write this policy based on the information
that ********************* and *********************************** do not reside in the home and should not be included
on the policy. At this time, a signed application and required photos were received by
underwriting and the new policy #MOH182901445 was issued to replace the original policy.
This new policy is written in your name alone and was effective September 29, 2022. The
incorrect policy MOH180460752 was flat cancelled and any premium paid was transferred to
the new policy #MOH182901445.

********************************
MOH180460752

Please accept my sincere apology. This is not the level of service we intend to provide for
members like yourself. *************************** had the pleasure of speaking with you regarding your
concerns. He was able to facilitate the writing of a new, correct policy and having your funds
transferred to the new policy number. Rest assured that our staff will be coached on our
guidelines and procedures to prevent issues such as this in the future.

I hope this letter has been responsive to your concerns. Your perspective and comments are
very important to us in our effort to provide the highest quality products and services to our
members. If you should have any questions, please do not hesitate to contact Ms. ********
********, ******************** Manager, Direct ***** Unit at **************.

Sincerely,

*************************
Vice ********** *****
Automobile Club of Missouri

Customer Answer
Date: 10/11/2022
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.

Thank you so much for your assistance. I accept the apology from AAA. *****************************

Sincerely,

*****************************
Initial Complaint
Date:09/21/2022
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.
10/21 22 I would like for it to be know, that we have inform trip[le A about a problem that we had with one of their agent, we where told that the problem was taken care of, but it has not , however the bill is never the same here lately, we called and this agent was on the phone, when i asked for what i am paying for i think we should have, as for as other service with the auto club all is well.
Customer Answer
Date: 09/14/2022
i ASKED TOO HAVE MY AGENT CHANGE SOMHOW THEY SAID THEY ****D BUT YET HE IS STILL HANDLING CALLED TO ME, THIS AGENT CAUSED ME *** FAMILY PROBLEM BEFORE, I VE TALK WITH TRIPLE A PEOPLE AND THEY SAID THE **** TAKE CARE OF IT HOWEVER THEY HAVE NOT, THATS WHAT IAM COMPAYING ABOUUT, THE CHANGING OF MY PAYMENT DATE, AND A NEW PRICE, THIS AGENT SENT ME, IF YOU NEED MORE, JUST LET ME KNOW ************, ANYTIME
Business Response
Date: 10/10/2022
Thank you for the opportunity to respond to this customers concerns. After receiving notification of the customers concerns, our ********************** Business Manager ********************************* called ****************. After several attempts and several voice messages ******************** spoke with **************** on the phone on Monday, September 27, 2022. He was informed that the payment set up for autopay was declined. Due to this, his premium payments were set up for 5 pay plan which increased his premium.******************** went over the options available to the customer by phone and scheduled a follow-up call on Tuesday, September 28, 2022. **************** has not been in contact with us regarding this issue despite many attempts to reach him by phone. We would be happy to speak with **************** if he has any further questions.

Thanks.
Customer Answer
Date: 10/14/2022
Complaint: 18009983

I am rejecting this response because:

Sincerely,

Bobbby Armour
Initial Complaint
Date:09/20/2022
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 or around the 10th of sept.2022 i requested locksmith service and the company fails to provide paid services on sept.18&19 2022 i requested a tow service to get my car to the Dealership to take care of the locksmith repairs they failed to provide on or around the 10th this is a paid membership i cannt get and of paid services by the company
Business Response
Date: 09/26/2022
Please see the attached letter.
Thank you.
This response is in reference to a BBB Complaint filed by Mr. ******************* for a service-related issues that took place between September 4th & 20th in ******, Missouri. ************ attempted to get ********************** through his AAA Missouri Membership and experienced an extremely long delay, and subsequently our not being able to locate a contractor to service him on September 4th, due to the Holiday weekend.************ attempted to receive service again, the evening of September 18th. Due to the time of day, and the distance of his requested tow, we were again unable to find a provider to take his car 75 miles from ****** to ***********, **. Our records indicate 2 voicemails were left with him and he was subsequently offered to have the vehicle picked up in the evening, stored at the towing facility, and towed to *********** the following morning.Our records do not indicate ************ made any attempts to receive service between September 4th and the 18th, therefore we dont feel any obligation for his loss of use. Should ************ like to discuss the situation any further, I can be reached at 9314) 523-7350 extension 1066831.
Customer Answer
Date: 09/30/2022
Complaint: 18049693

I am rejecting this response because:
They are far from the truth the truth is on the 4th i was wanting locksmith services and i spoke to there former locksmith and he informed me he no longer worked for *** Because of poor bussisness practices i called the locksmith out after finding his services advertised by ****** his name is ********************* owner operator f Ace locksmith and Road side service ************* the *** represinitive said"we are sorry *********** but we no longer have a locksmith that services your area" and then the other call i made for tow services i waited for a tow service to show up to my location for several hours and they never showed a i cant remember the tow services bussiness name but they were dispatched out of neosho Mo and then the following day they dispatched the same company and they kept putting off the arrival time and never showed up. And as far as it being a holiday and it being to late *** promotes there services as being 24hrs a day 7Days a week. So those 2 arguements they are trying to use to justify there inadiquacy are irrelivent. And i can pull up the tow services Name of bussisness from my email or text alerts to back up my accusations. I guess there represinitive that responded to my complaints mother never told him where liars go and he should be ashamed of himself because his rebuttle was clearly a false statement because he didnt even get his events accurite.

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

*******************
Initial Complaint
Date:09/15/2022
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.
On 7/25/22 I auto paid AAA $446. Car insurance and homeowners insurance $1773.00 AAA deducted twice on auto pay. They have refused to give me back the second payment.
Business Response
Date: 09/23/2022
Thank you for the
opportunity to respond to this customer’s concerns. This customer is set up for
autopay for both her auto and homeowners premium payments. In July, the customer
made a manual premium payment for each of her two policies the day before her automatic
payments were scheduled. The second payment for each of her two policies was
disputed with her bank causing us to receive a charge back for the second set
of payments. Thus, we only received one premium payment in July for each of her
two policies, so no refund is due. We reached out to this customer to explain
what happened and let her know that since she is set up for autopay, she does
not need to make manual payments at this time.
Initial Complaint
Date:09/13/2022
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.
Utilized membership to replace battery in vehicle. Repair person arrived and said the battery need to be replaced. Had a AAA battery that was out of warranty and didn’t want to replace with another AAA battery due to them not lasting very long, junk product. Repair person installed battery with out letting me know the cost and then gave a bill for $229.38 and not clearing the warranty regarding the battery. Horrible customer service and extremely rude to me when I began to ask about his actions and how a battery was still had warranty according to call center. Not in initial 3 year front end warranty, but had an additional 3 year back end warranty. I honestly didn’t feel safe with this guy going off in my driveway and trying to inform him that he was not following through with AAA warranty program and battery should be at a reduced rate. Awful customer service and product is very much subpar. AAA was called at 1-800 number and supervisor said someone would contact me in next several days, nothing from 09/05/22. Been member for over 25 years but won’t renew this coming year. Was interested in auto insurance possibly with AAA, never ever will that happen.
Business Response
Date: 10/06/2022
Thank you for the opportunity to respond to this complaint. This response is in reference to a BBB Complaint filed by *** **** ****** for a Battery warranty issue that took place on September 5th,
2022, in St. Louis Missouri. *** ****** attempted to get his battery replaced while under his 3-year pro-rated period.
Unfortunately, our Contractor mistakenly did not honor the pro-rated portion of
the warranty, and instead sold him a replacement at the regular AAA price.

AAA Missouri spoke with *** ****** on September 29th and apologized for the disappointing experience he received. He was informed
that we would refund the portion above the pro-rated price and send $40.00 discount
coupons for his next renewal. We have communicated with *** ****** both by
phone and email, suppling a direct AAA Missouri contact should he experience
any delay in receiving his reimbursement.
Thank you.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

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