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 has 28 locations, listed below.

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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

  3917 Lindell Blvd Saint Louis, MO 63108-3203

• 

  A A A Automobile Club of Missouri

  9005 Watson Rd Saint Louis, MO 63126-2220

• 

  A A A Automobile Club of Missouri

  13035 Olive Blvd Creve Coeur, MO 63141-6173

• 

  A A A Automobile Club of Missouri

  15510 Olive Blvd Ste 202 Chesterfield, MO 63017-0710

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: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.

  January 2022, I was contacted by this company requesting I send them video footage of both the exterior and interior of my home. I explained I did not have a smart phone and did not know how to do anything like that. I have talked to many departments and people over the last 8 month regarding the constant request for this footage. The company finally set up an appointment for an agent to come to my home, but when they called to confirm that appointment, I was told this would be a virtual visit. I had to yet again explain I can not do appoints virtually. I have now received a letter telling me they were dropping from their insurance for failure to comply to update my information. I have never failed to provide them updated information, I simply do not have a smartphone or knowledge to send them the information electronically.

  Business Response

  Date: 09/20/2022

  We contacted this insured regarding a physical inspection of her home.  A physical inspection was ordered on September 12, 2022.  We lifted the non-renewal at this time, so we have time to receive and review the inspection to make sure everything qualifies.  Thank you for the opportunity to resolve this complaint.  

   

• Initial Complaint

  Date:09/11/2022

  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.

  ***, Missouri, member id#******************, disputed amount $250.00, date of transaction 7/20/22. I have been a member of *** Missouri for 2 years and a *** member for over 13 years. I called in on 7/20/22 as I needed a tow and was told that there was no one available in my area to tow my vehicle; a 2010 Mercury Milan. I was told that I needed to pay for my own tow and complete the *** reimbursement form, and mail it in order to be reimbursed for my tow charge of $250.00. I have allowed them almost 2 months to resolve this matter and send my reimbursement of $250.00, and I have not gotten a response from them. I have called *** Missouri and have not been able to speak to anyone. I only get transferred around the company and get hung up on. I spoke to a **** in the complaint **** who hung up on me. Please help. My requested resolution is to be reimbursed for the $250.00 for the tow that I had to pay out of pocket because ***, Missouri refused to help me get a tow in my area. I was told "Sorry, we have no one available in your area to tow at this time, you have to pay for your own tow and complete the *** reimbursement form in order to get your money back.

  Business Response

  Date: 09/26/2022

  Please see the attached letter.

  This response is in reference to a BBB Complaint filed by **************** for a refund-related issue that took place in July. **************** had submitted a reimbursement request and not received payment from AAA.Upon receiving the above referenced BBB Complaint, AAA investigated and found the reimbursement had been mailed to **************** on August 4th but had not been cashed. AAA immediately attempted to call **************** but the call went to voicemail. An email was sent to verify her address, which she subsequently responded to, and another check was processed to the address verified in her most recent email.A follow-up email was sent today to inquire if shed received her reimbursement yet. No further action required.

  Thank you.

  Customer Answer

  Date: 09/27/2022

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/05/2022

  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.

  I am having multiple issues with my insurance agent and this agency as a whole.
  
  I have tried several times (call and email) to pay for my premium to no avail! With each phone call, the agent ***** ***** would confirm my account number and routing number. I even provided my personal credit and debit card number in order to pay for my insurance premium.
  
  I have done everything on my end to ensure payment of my account. Each time I received a notice, I would promptly call my agent to try to rectify this and then he would ensure me that he would take care of it.
  
  I’ve been lied to by nearly everytime I’ve talked to him and now it’s affecting my credit score. My account will be sent to collections DESPITE me trying to amend this. My account has more than enough funds to support this AND AAA was able to make payment for my renters insurance (image attached).

  Business Response

  Date: 09/13/2022

  Thank you for the opportunity to respond to
  this customer's concerns. *** ******* obtained an auto policy with AAA on July 1, 2022. The account number was accidentally entered into the system incorrectly. Due to this error in the account number, the initial payment
  was rejected. As soon as we were made aware of this issue, the correct account
  number was verified, and this policy was reinstated. We apologize for the
  inconvenience. 

   

   

• Initial Complaint

  Date:09/03/2022

  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 called AAA for road service, I waited approx 1 1/2 hours called and inquired why I had not heard from them . Again I call after yet another hour no tow truck on the way. Its two days and after several calls I was told to hire any tow truck and they. Would reimburse. Yet no address to send the bill. I called yet again and was told I would be contacted. No one has contacted. I feel I paid for an membership and they have failed to fulfill the agreement.

  Business Response

  Date: 09/26/2022

  Please see attached letter.

  This response is in reference to a BBB Complaint filed by *********************** for a service-related issue that took place on August 30th in *******, Missouri. ************ attempted to get ********************** through her AAA Missouri Membership and experienced an extremely long delay, and subsequently our not being able to locate a contractor to service her.AAA Missouri has spoken with ************ on September 20th and apologized for her disappointing experience. She was informed that we would discount her next renewal and requested she submit for reimbursement. We have communicated with ************ both by phone and email, suppling a direct AAA Missouri contact should she experience any delay in receiving her reimbursement.

  Thank you.

• Initial Complaint

  Date:09/01/2022

  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 August 7 my car was in an accident that very next day I called my insurance adjuster to do a claim they sent a representative out to where the car was it and ***** wrote it as a total loss it did not look like a total loss so I took it to my auto shop Later on that day AAA sent out a tow truck to pick up the car and I told him that I wanted to keep my car and I wanted them just to pay for the repairs they never did they even told me to go and pay for the car to get out of the auto shop and they never did the next week another guy called me his name was ****** he told me that they was not going to pay for the car to get out of the shop because I was not the driver but I have full coverage insurance on my car on all of my cars I’m not understanding the next day I called ******* ***** and he told me that they were going to pay to get the car out the shop they never did it now my car is still at the repair shop waiting for someone to go get it and the fines are going up I got a letter today stating that I needed to sign a agreement stating that I give no one which I did they never came and got the car so now the car is still there and I’ll pay for coverage on this car I don’t think it’s right and I think that people should know about what’s going on with this company they are wrong and they lots of people just to get insurance. and also they’re saying that the person that was driving the car did not have authority to drive the car when he has a AAA card in his name so if they did not know about this person why did they give him a court to get services that’s kind of strange to me. Also on these documents there’s no signature of mine it’s something that they put down at that time but now this is the place I did not authorize that

  Business Response

  Date: 09/07/2022

  Please see the attached letters as our response to *** **********'s complaint.

  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 **** ********
  at ************. See attached document for a more detailed response. 

   

  Thank you.

• Initial Complaint

  Date:08/31/2022

  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.

  I was contacted by this company offering me a cheaper rate on my car insurance. I accepted their offer and gave them my payment information. This company charged my card for $385.00 for policy number ************. I had to call this company to report I had never received the promised ID cards, I was told at that time they had cancelled my policy. This forced me into going back to my original insurance provider,.
  This company has failed to provide me a refund for the insurance I was charged for but never received.

  Business Response

  Date: 09/07/2022

  A Manager reached out to this customer and spoke with him
  regarding his former policy with AAA and its cancellation.  We were able
  to remove the surcharge for a short rate cancellation and confirmed with him
  that he will be receiving a refund.  We
  made sure the customer has a direct contact number if he has any other issues. 

  Thank you.

• Initial Complaint

  Date:08/29/2022

  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 son, ********* ****** (membership number *****************), tried to use his membership with Triple AAA on Sunday morning at roughly 3:20 a.m. After calling for about 30 minutes or so, someone finally told him they would arrive around 5:00 a.m. There were no follow-up phone calls from Triple AAA during the wait. No one called to see if my son was alright or to provide him with any updates.
  At around 4:30 a.m., I started to call to get an update on the driver since nothing was ever sent to his phone or my phone related to the tow truck. Historically, you would receive an update on your phone with their location along with an ETA. This never happened. I was told around 4:55 a.m. that the tow company ****** ****** was not coming because they did not have a driver.
  Now, this is where it gets crazy; the vehicle broke down in ******, Texas, where the population is over 25 million folks with at least 1,000 tow truck companies. So, I asked the Customer Service representative from Triple AAA, can you dispatch someone else to go and get my vehicle? I told her that my son had two ***** surgeries and needed to take his medication at 6:00 a.m. I explained to her that **** ******** ***, ******, Texas ***** is a high crime area according to the crime map. She had a very NONCHALANT attitude and hung up the phone.
  I called back around 6:15 a.m. I spoke with a representative who told me that she could not get in touch with dispatch and the only thing she could suggest was for me to complete a reimbursement application with no guarantee that I would receive my money back. I called and spoke to several tow truck companies, and I paid $200.00 for my car to be towed roughly 17 miles at approximately 7:00 a.m. I am happy that my son was not killed due to the negligence on Triple AAA’s part not to provide a tow. I paid for a product which was my membership. I expected to receive towing when needed. This is not the first time that Triple AAA has not shown up.

  Business Response

  Date: 09/06/2022

  Our investigation of call records
  from the associate Club indicate that the service provider was having staffing difficulties
  and unable to assist in a timely manner. Because of our associate Club's
  inability to provide timely service, this customer's son was forced to obtain service on
  his own and incurred out-of-pocket expense of $200.00
  
  AAA Missouri has spoken with the customer on August 30th and apologized for her son’s disappointing
  experience. She informed us that she has already applied for reimbursement on
  August 8th. We have communicated with her both by phone and email,
  suppling a direct AAA Missouri contact should she experience any delay in
  receiving her reimbursement.

   

  Thanks.

• Initial Complaint

  Date:08/17/2022

  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’ve been with AAA for 17 years home cars roadside assistance always had good things to say I would actually recommend them to other people in 2017 I filed a claim for my roof as I saw all or most of the homes in the neighborhood getting new roofs I was denied by AAA engineer I was told no damage just every day wear and tear went along with their decision apparently three different roofing contractors were all lying Or didn’t know what they were talking about fast forward to 2022 another storm more wind and some hail more neighborhood homes more new roofs not be surprised AAA engineer told me I didn’t have enough damage only a slight amount on one side which was determined to be $1000 which doesn’t meet my deductible which in 2017 was $4000 Now five years later my deductible is $5600 while complaining to five people at the AAA chain I was told by AllFivepeople sorry only after several unreturned calls to multiple people the difference between my deductible and my roof price was only $4000 after 17 years of home cars in roadside assistance never Filed a claim I didn’t think a $4000 claim would be out of the realm of possibilityThe price my roof was going to be between nine and $10,000 the majority of the price of the roof 5600 falling on meI’ve also been very disappointed with roadside assistance 3 to 4 years back was told someone would be there within two hours three hours later when I called back at 1 o’clock in the morning I was told no one is coming till tomorrow leaving me and my wife stranded guess what I was told sorry we can give your wife a roadside assistance card for the rest of the year for free thank you so much AAA so AAA sorry in more ways than one so AAA sorry Doesn’t help the everyday people who spent their hard urned money for 17 years just to get a sorry

  Business Response

  Date: 08/24/2022

  Please see the attached letters in response to this complaint.

  Thank you.

  Please be advised we are in receipt of the BBB’s inquiry regarding the above captioned claim.
  Please find our response to the insured and our position in this matter. In the inquiry, the
  insured is requesting a roof replacement to his home.
  On June 10, 2022, the insured reported roof damage to the home due to storm activity. Service
  Coordinator ******** ******* spoke with the insured the same day and confirmed the loss facts.
  Field Property Estimator **** ***** was assigned to assess the damages.
  The inspection took place on June 13, 2022 and Mr. ***** noted there was general wear and
  tear to the roof surface and evidence of a previous repair to the roof completed prior to the
  inspection. There was no evidence of new hail or wind damage to the roof surface. There was
  some covered damage to the roof turtle vent and rain cap. An estimate was written for the
  covered damages which totaled $1,099.83. This repair amount was below the insured’s
  deductible of $5,660.00. As such, a partial declination letter was sent to the insured on June 14,
  2022 advising of the coverage decision and the covered damages were under the deductible.
  The insured also mentioned his prior roof claim on May 18, 2017. This claim was investigated
  by our estimator and an engineer. The determination was there was no wind or hail damage to
  the roof and no payment was made.
  An additional review of the claim revealed the claim was handled property and there is no
  change in our position

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/15/2022 got a call on home number and then got an email from ********************** from *** retention. He had said to contact him for a discount and promotion for me. He offered me $87.00 for membership and I told him his email said discount. Then he quoted me $67.00. I told him yes could I go pay that at an office. He told me yes and told me that the office closes at 5:30 PM. He didn't say anything. Got to the *** and they told me $87 and can save me $5 if I enroll into auto pay. I told her ********* quoted me $67.00 . She said she couldn't get it that low.. When I called ********* he said if I made the payment with him over the phone he had thar offer, or if I had them call me to make a payment over the phone he could do this. Why would I spend time and go to the office and make a payment with him over the phone in the office? He never told me the offer made was on valid with making a payment with him. It was a trick to make me pay more for my membership. Tried to file a complaint with *** they don't have a number to call, called ******** and ********** they transfer me to a number that is just automatic system.

  Business Response

  Date: 08/26/2022

  A supervisor reached out to the customer and was able to provide her with the discounted membership.  We apologized for the inconvenience and were able to credit the difference back to the customer's debit card. 

  Thank you.

  Customer Answer

  Date: 08/30/2022

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am long time client of AAA and they cancelled my homeowner's insurance policy #MOH177809029 from 4/4/22-6/1/22 without any notice or explanation. US Bank (2nd mortgagee) has charged me $242.74 for the force-placed insurance for the period of 4/4/22-6/1/22. I've called the local agent, ***********************, left voicemails, and visited her in person many times. She has been unresponsive and unable to provide any explanation or help get this resolved. I contacted the 800 customer service line seeking for help and was advised by the customer service representative that they do not have the authority to help, and was provided the manager ******* ********* email address. I sent an email to ******* on 7/29/22 and again on 8/2/22. I never requested my homeowner's insurance policy to be cancelled, and was never notified that my policy was cancelled. All of the premium payments are paid on time through auto pay. It appears this was a company error since the agent is unable to explain why this happened. Despite many attempts to seek the agent's help, she has been completely unresponsive. Even after reaching out to the 800 number and emailing the manager, I still have yet to be contacted by anyone at AAA. This lack of customer service is baffling. I am requesting the company to reach out to my right away with an explanation and reimbursement for the force-placed insurance premium that I should never have been charged for in the first place.

  Business Response

  Date: 08/05/2022

  Hello, 

  This is the ******, **** AAA Club. I cannot help with this concern as it is out of my jurisdiction. I will forward this to the proper people to help. 

  Thank you,

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

  Business Response

  Date: 08/15/2022

  The customer signed and dated a renewal questionnaire on January 9, 2022, stating that she did not reside at the insured residency.  Upon receipt of her signed renewal questionnaire, her policy was set to non-renew on April 4, 2022. We sent a letter to her on February 11, 2022, making her aware that her policy was set to non-renew.  We apologize for the lack of communication with the customer, and this has been addressed.

  Customer Answer

  Date: 08/16/2022

  Complaint: 17677003
  
  I am rejecting this response because:

  I did not sign a renewal questionnaire in January. Please provide a copy if such a document exists. I did not receive any documents from AAA. Even if I did sign something in January (which I don't think is the case), I spoke with the agent on the phone on 2/14/22 shortly after receiving her email on 2/10/22 confirming that my residence had NOT changed, therefore if the agent failed to update/correct this information this is a company mistake. I spoke with the agent numerous times over the phone and in person - she was unable to provide an explanation on issues with my homeowner's policy and why I kept receiving letters from U.S. Bank. Each time she reassured me that she will "take care of it". I last visited her in person in early July, at which time she stated that she is emailing management regarding the issue. To this day I still have yet to hear back from the agent regarding any sort of explanation or a solution.

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

  Business Response

  Date: 08/23/2022

  A representative spoke with the customer and clarified the issues with her homeowners policy.  To compensate her for the inconvenience, we have agreed to pay her annual AAA membership fee.

  Customer Answer

  Date: 08/23/2022

  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.
  
  Sincerely,
  
  ***************************