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:11/21/2024

  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.

  *** ******************* of Missouri supplies policies for my address. Contact information for my complaint is **************. On contact us page it gives three options: visit a branch, email us, and postal mail. My local branch in ******* doesn't handle issues like this and when selecting email I filled in form and an email is sent to call about situation. The number at beginning of complaint was emailed to me when trying to contact to resolve situation. My annual renewal was November 6, 2024. On October 30, 2024 I called to change membership from family to individual. On October 31, 2024 the full charge for family membership was deducted from my card on account. I've reached out three times and am told that refund is pending. My refund is $90.00. I've contacted my bank and no refund has been submitted. It has been three weeks.

  Customer Answer

  Date: 11/26/2024

  The refund difference of $90 has been deposited to debit card on file. Thank you for your help. Situation resolved.

  Business Response

  Date: 11/27/2024

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

• Initial Complaint

  Date:11/18/2024

  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 requesting a settlement asap...this AAA ins company has giving me 5 claim adjuster with one call back...and I was in an car accident in june..the police report stated its not my fault ..but aaa was saying it was my fault... my adult disable child and myself suffer minor soft tissue inquires which is cover under my uninsurancepolicy...no one has contact me about the pmt ..i have sent over docs as request to settle with my disable child and myself .this been since june...and its nov..they have paid for my veh and my med physcial therpy thats it and i had 4 reps and every other day i get a text telling me i have a new claim rep..i just want to settle this case #********* this is ridicious..they get their pmt each month..and i want my pain and suffering damagings

  Business Response

  Date: 11/25/2024

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

  Customer Answer

  Date: 11/28/2024

  THE fact that I had to file a bbb complaint is unreal...and it's not my fault that the first 4 ***s didn't take the time to listen to me ..like the claim *** ********* I have now...but since I have her ..she is working on my case and keeping me updated..and have ****** ****** case ..however mine is still open and until it's resolved..I would like to keep this complaint open..because this case shouldn't be still open..I wasn't notified ..that they wouldn't take a photo copy ..until I call the *** and she stated then..she can't take a photo copy ..so days went by again...but I'm satisfied that hopefully it can be settle soon.

• Initial Complaint

  Date:11/18/2024

  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.

  All of a sudden, when I made a payment in July, they ran through 2 more. *** helped dispute it. I had another payment that I went ahead and paid and they said it cleared. They sent me a letter saying that they were canceling my insurance and that the payment never cleared. I have been trying to get a hold of them, they said they will call me back but when they have said that, they never do. They are now asking for a payment with a late fee.

  Business Response

  Date: 11/26/2024

  Thank you for allowing us to address Mr. ***** concerns.  Our team resolved the payment issue and the two $120 payments have been reserved.  We have attempted to contact Mr. *** several times to confirm this with him and have had no luck in speaking with him.  Once we are able to speak with Mr. *** about this resolution, we will follow up with him by letter as well.  We will keep trying to speak with Mr. *** about this matter.

  Business Response

  Date: 11/27/2024

  November 26, 2024
  
  
  ***** ***
  *****************************************************************************
  
  
  Re: Better Business Bureau Serving Eastern & Southwest Missouri & *****************
  Complaint ID ********
  Auto Policy AMO000716015
  
  
  Dear Mr. ****
  
  This letter is in response to your concerns filed with the Better Business Bureau regarding
  your auto policy.
  
  To begin, I would like to take the opportunity to thank you for your 12 years of
  membership with AAA Missouri. Long standing, loyal members like you are the strength
  and backbone of our organization.
  
  Please accept my sincere apologies for any frustration you experienced when contacting
  us regarding your policy. As your concerns are important to us, we made several
  attempts to contact you; however, we were unable to reach you. Our records reflected
  that 2 payments of $120.00 have been reversed to your financial institution. Your policy is
  currently active with a balance of $141.00 due on December 26, 2024.
  
  Mr. **** we truly appreciate your membership and hope to continue serving your
  membership and insurance needs. If you should have any additional questions or
  concerns, please do not hesitate to contact my associate ******* ******* at (314)
  523-7350.
  
  Sincerely,
  
  ******* ********
  Vice President
  Member **************

• Initial Complaint

  Date:11/12/2024

  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 home was damaged by a severe Hail and wind Storm on 5/26/24. I have been fighting with the insurance company ever since, as they are ignoring the "Line of Sight" and want to replace all the siding on my 6' x 12' chimney located on the left elevation. They are refusing to pay for the rest of that side, and there is no way the siding will even come close to the old siding causing a very distinct "Eye Sore" and will decrease the value of my property. This definitely would not be equivalate to what I had and I expect it to be equivalate to what I had. Replacing the left elevation would also require they replace the back siding as they would have to remove the back corner and that requires removing the siding and the code now requires that they would have to apply TYVEK under any siding removed (see attachment from city.) I'm also running into this same issue on the front of my house. They are covering most all, but not all and again it would not be equivalate to what I had.The amount would be $9613.47 Covering the left & rear and front elevations of my home 100% would be the only resolution to have my home equivalate to what it was prior to the storm. By them doing this they are decreasing the value of my home and we have a mortgage that is not going to allow this. I purchased Insurance trusting an agent to fully explain the coverage and my plan is a Replacement Cost Policy which leads one to believe if there is damage they will replace keeping in mind that I expected equivalate materials.

  Business Response

  Date: 11/21/2024

  November 18, 2024
  
  
  Better Business Bureau
  Serving Eastern & Southern Missouri & *****************
  ***********************************************
  *************************
  
  
  RE: Insured : ***** ******
  Claim Number : *********
  Date of Loss : May 26, 2024
  BBB Case # : ********
  
  
  Dear ******************************
  
  I am writing in response to the Better Business Bureau (BBB) inquiry dated
  November 13, 2024. We appreciate the insured contacting the BBB and for the
  opportunity to address our insureds concerns. In the complaint the insured
  states concerns pertaining to the coverage determination and settlement amount
  allowed for their siding repairs.
  
  On May 28, 2024, our insured reported that hail damaged the roof and siding, the
  attached garage, the Rubbermaid shed and some personal property. AAA
  adjuster ******* ***** was assigned to the claim and contacted our insureds
  on May 30, 2024. He explained the policy coverage, benefits and deductible and
  engaged independent adjuster, **** ******* of ***, to inspect the home.
  
  Mr. ******* conducted the inspection on June 10, 2024. The inspection confirmed
  hail damage to the front and right elevations of the home, as well as the siding on
  the chimney above the roof. It also confirmed hail damage to the fence stain, the
  Rubbermaid shed, two chairs and some pathway lights. A settlement check was
  issued to ***** ******, **** ****** and their mortgage lender on June 18, 2024,
  in the amount of $25,285.85. The check represented the repair estimate for their
  home in the amount of $13,785.75, less $3,38.79 recoverable depreciation and
  their $1,000 deductible; the repair estimate for the damage to their other
  structures in the amount of $5,642.76, less non-recoverable depreciation in the
  amount of $1,378.31; the replacement cost value of their damaged personal
  property in the amount of $2,004.75 and the repair estimate for their roof in the
  amount of $12,873.03, less ******* in non-recoverable depreciation per the
  Insured : ******
  Claim No: *********
  Page 2 of 2
  
  policy provisions. Mr. ***** spoke with Mrs. ****** on June 18, 2024, to
  discuss the settlement, and learned that revisions were needed to account for
  adjustments to the years of depreciation on the dwelling. An additional dwelling
  payment was made in the amount of $266.25 and the claim was closed.
  
  On September 20, 2024, a supplement was received from the insureds
  contractor in the amount of $45,205.29. We were informed that our insureds
  contractor was recommending a full wrap of the home for siding, and it was
  determined that a reinspection was warranted. Property field estimator ****
  **** reinspected the home on October 15, 2024, and observed that some of the
  siding was faded slightly in areas exposed to direct sun. Mr. **** also inspected
  the 4 windows included in the contractors estimate. He confirmed that two
  windows had sustained damage and two had not. Mr. **** also obtained a
  sample of the siding to determine whether the original siding material was still
  available. On October 18, 2024, Mr. **** received confirmation that the original
  siding was still available in the original color.
  On October 25, 2024, Adjuster **** contacted Mrs. ****** to discuss his
  findings. He explained that all the elevations that sustained hail damaged were
  estimated to be fully replaced, and that the estimate had been updated to include
  a retrofit on the windows and grids, the chimney ***** and cover and that pricing
  had been updated to reflect current values. He advised that the revised estimate
  included $411.53 in code upgrades for the moisture barrier, which would be
  reimbursed once the repairs are completed. Finally, he explained that additional
  siding was not allowed because the original siding is still available and the policy
  does not provide coverage for fading of siding, as it is considered normal wear.
  An additional payment of $3,037.73 was issued representing the new
  replacement cost value for the dwelling in the amount of $16,731.56, less
  recoverable depreciation of $3,684.78, the $1,000 deductible and the prior
  payment of $9,113.21.
  
  We maintain the claim was adjusted correctly based on the information available
  and in accordance with the policy provisions. We hope this letter will help clarify
  the actions taken on this claim. Should you have any questions, please contact
  manager ***** D*** at ************ or ***********************
  
  Sincerely,
  
  Group Manager, Insurance Claims
  Enclosure

  Customer Answer

  Date: 11/21/2024

  Complaint: 22548713
  
  I have reviewed the business' response and am rejecting it because:
   
  Per our City Code this was not allowed  as they wanted to do. *** is now replacing all 4 sides of my siding, which I thank them for.  I don't disagree with the stated actions in the  letter, I disagree no one would listen to me until I submitted the complaints.
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/26/2024

  Thank you for the opportunity to address Mr. ********* concerns.  We try to always provide our members with outstanding service and we apologize that we were unable to meet Mr. ********* expectations in this matter.

• Initial Complaint

  Date:11/01/2024

  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 14 Oct, I called AAA for a tow after my car had a tire blow-out. I was parked at a ************** in **************, unluckily, at the start of a 2-week road trip. I asked for a tow because my car can only use the high-performance radials, so getting to a tire shop with these tires was necessary - and I was confident the tow driver would know one since I had no idea where to go. For almost 4 hours, the Roadside Assistance staff kept sending tow trucks to **************. Finally, after several calls to these same staff and their supervisor, a tow arrived at 5PM- too late to get a replacement tire. So, the tow truck guy installed the spare and I had to not only spend almost $200.00 for a hotel room + meal, but missed a dinner given in my honor, scheduled for that same evening (!) in another state! The next morning, I was able to find one shop with these specialty tires and could resume my trip. Since then, I have had several called to ***. I was informed that even though I had this experience with the Carolina ******* the claim had to be handled by the Missouri club (whose territory includes the ************** area). Yesterday, I spoke with an *** "membership relations" staffer named ***** I have no idea if this woman is associated with the Missouri office or a corporate department. She claims her direct phone line is ************. Initially, she offered to waive just the service calls- when I protested, she agreed to refund the membership fee ($58). When I noted I was out of pocket for over $200 due to AAA's incompetence, she added refunding $31 for the "Plus" feature I had paid for with the membership. Monetarily, $89.00. To be honest: at the time, I was in the middle of a round of chemo, and too tired to negotiate any further; I agreed to these offers. Since then, I have reconsidered and would like to see a little more effort on ***'s part. Perhaps not only the above-mentioned waiver/refund but, some compensation towards just the hotel bill, which totaled $144.30.

  Business Response

  Date: 11/11/2024

  Thank you for allowing us the opportunity to respond to Ms. ***** ********** feedback regarding her recent service experience. Our sincere apologies for what occured. Please find uploaded the response letter that will be mailed out shortly to Ms. ******** from our ***************** Thank you once again for allowing us to address the experience.

• Initial Complaint

  Date:10/23/2024

  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 want to file a formal complaint against *** in general and AAA ********* specifically. I was traveling and had an issue related to my car battery. I used the app and was able to book a battery service, which listed the *** as 11:30 AM. I put the request in at 10:30. After 90 minutes with no response, I asked the app for status and was told the driver was on the way to me. At the 2 hour ***** I called AAA and was sent to AAA Louisiana to talk to someone. That ****** told me that they had to put the request in several times because the first 6 requests were rejected by the towing companies. They said someone was on the way and would reach out when they got close. The driver arrived in a flatbed tow truck, which obviously was not the vehicles used for the battery service. The driver explained that she did not have the required equipment (battery checker and replacement battery) to perform the service and that the dispatcher had put the ticket in as a lock out. I wasn't locked out of the car. I couldnt start it. At this point, I called AAA again and was again forwarded to *************. This time I was told that the battery service was only offered in major markets and not available to me where I was at the time. I asked why the app allowed me to book a service that wasnt available and was told that the app isnt that good by the *** representative on the phone. I then asked why the first ****** didnt tell me the service wasnt offered, and was given a similar dismissive response. In total, I was standing outside in the heat by the car for over 3 hours and at the end still did not have a satisfactory service. The tow driver attempted to start the car, but was not successful.I expect some sort of response/remuneration for my time and a credit for wasting one of my four AAA calls for the year. This entire experience is unacceptable and needs to be addressed by *** management.

  Business Response

  Date: 10/29/2024

  We would like to thank Ms. ****** for providing us with the opportunity to address her service concerns. Uploaded is the response letter that will be mailed out shortly to Ms. ******* Additionally, should Ms. ****** have any additional questions or comments, we have a dedicated Member Relations Representative awaiting her call or email.  Thank you once again. 

  Customer Answer

  Date: 10/30/2024

  Complaint: 22462675
  
  I have reviewed the business' response and am rejecting it because:
  I'm rejecting it for several reasons.  First, I've been their customer for 40 years and they don't know I'm not female.  They could have easily verified my gender.

  Also, simply assuring me they're correcting it with no dispensation to me is unacceptable.  I not only spent 3 hours waiting for a service they didn't provide.  I spent an additional 2 hours fixing the issue myself, including spending $300 on a new battery, removing and replacing said battery, and arranging transportation back and forth to the store where I purchased the battery.
  

  A simple credit from them for the call is completely unacceptable to me.  This is a failure at several levels.
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/06/2024

  You didn't provide any kind of resolution and I see no further communication from the business after the first response.  How do you consider this closed?  If there is additional communication provided by the company, provide it for me to review.  Simply closing it because they didn't respond further does NOT indicate "good faith effort" by them to do anything.

   

  Also, I NEVER received the letter from them that they mentioned with the first response.  No contact does NOT equal resolution.

   

• Initial Complaint

  Date:10/08/2024

  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 9/6/24 I was involved in an accident where another driver hit me in the side of my vehicle in a parking lot. Afterwards that day I ***orted the claim with AAA. 9/9/24 I was contacted by *** about my claim. 9/18 I followed up asking about claim resolution. 9/19 *** claim *** stated that their insured indicated to them that I hit him and proceeded to instruct me to file my own claim through my insurance company before ever even receiving the police ***ort. *** Agent then stated that due to conflicting statements AAA will wait on the police ***ort to conclude. After receiving this communication from ***, I visited ****************** myself and collected the police ***ort. I emailed the ***ort *** claim ***, ******** **** on 9/19. Since before emailing the ***ort to Agent ****, I have not been able to receive any communication from ***. I have sent the email with no-response, I've called Agent **** and the direct Supervisor, leaving messages for asked return calls or response, to no avail. My insurance agent, ***** *******, has even ***eatedly called and left messages for Agent **** and supervisors to please call me back... with no responses. I feel the AAA Insurance company is just trying to ignore my issue, in hopes that they can bypass obligations of having my vehicle ***aired. I do not want to pay to have my insurance company ***air my vehicle when their insured was responsible. The day of the incident the insured was apologetic after striking my vehicle. While I was taking pictures and collecting info, the driver decided he would simply walk away and go inside the restaurant. The police officers had to go inside the restaurant and have the driver come back outside for ***orting. These are not the actions of a vehicle collision victim.I believe as an insurance company they should be help the same as any other company who provides services for a fee. Especially since individuals are held legally liable to hold coverages from their practices.

  Business Response

  Date: 10/15/2024

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

• Initial Complaint

  Date:09/30/2024

  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.

  Singed up with them in January and pay 6 months at a time. I got a bill for 587 and called them to pay it but when I got on with them they say it was not a bill and it was 40 dollars more (627), this was July. I paid it, and got the bill a few days later. Then I got a letter stating I needed to pay 27 more dollars but my insurance card and other info says I am paid up. I called them and told them about it, to which they said disregard it. Then I got a call last night asking how do I want to pay it off, but I disagreed stating I have been paid off and don&#**;t owe till January of 2025. Now I am being threatened that my insurance is going to be canceled.

  Business Response

  Date: 10/07/2024

  October 07, 2024
  
  Reneta Cash
  9794 Gumbo Rd
  Mountain Grv, Mo 65711
  
  Dear Ms. Cash,
  
  I am writing in response to an inquiry I received from the BBB, regarding your Auto Insurance Policy. In your
  correspondence you state “I Singed up with them in January and pay 6 months at a time. I got a bill for 587
  and called them to pay it but when I got on with them, they say it was not a bill and it was 40 dollars more
  (627), this was July. I paid it and got the bill a few days later. Then I got a letter stating I needed to pay 27
  more dollars, but my insurance card and other info says I am paid up. I called them and told them about it,
  to which they said disregard it. Then I got a call last night asking how I want to pay it off, but I disagreed
  stating I have been paid off and don’t owe till January of 2025. Now I am being threatened that my
  insurance is going to be canceled.”
  
  After reviewing your policy, we have determined the following: On 01/02/2024 you started an auto
  insurance policy with a premium of $492 which you paid in full. On 05/14/2024 you added another
  vehicle to your policy resulting in a prorated premium of $27 for the existing policy period.
  
  We are currently in the process of converting all our MO insurance policies to our new insurance
  system. Because your policy had already started the renewal process your new vehicle and the prorated
  $27 premium did not carry over to the new system. When your policy renewed in our new system it had
  only one vehicle and a premium of $519. Your agent then added your second vehicle to the policy
  increasing the premium to $627 which you paid in full.
  
  You later received a bill for the $27 that had not been paid when you added your second vehicle on
  05/14/2024. After receiving a notice of cancellation for non-payment you filed a complaint with the BBB.
  It is my understanding since filing your compliant you have received a phone call from your agent
  Jessica Johnson. Jessica was able to answer all your question and explain why you received a bill for
  $27. You have paid the $27 balance. You have been sent Disregard Notice of Cancellation letter.
  
  
  Please accept our apologies for the difficulties you experienced when contacting us regarding the concerns
  you had with your insurance policy. I wish to assure you lapses in member service of this nature are not
  indicative of the importance we place in providing our insured members with outstanding service. Thank you
  for allowing us the opportunity to address your concerns and reach and equitable resolution.
  
  If you have further questions or concerns, please do not hesitate to contact me at (314) 523-7350
  ext. 1066501 or [email protected].
  
  Sincerely,
  
  
  Janet Borje
  Vice President
  Automobile Club of Missouri

• Initial Complaint

  Date:09/23/2024

  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.

  My boyfriend (***** ********) and I pay $240.00 monthly for two cars. I paid $465 for renewal on July *******, and the agent **** stated there was no balance and everything was in the clear at that time. Now we are receiving a bill for $541.00. On Friday 9/20/24 I called to discuss why our bill jumped, I was told someone would get back with me by the end of the day which did not happen. I then called on 9/23/24 and was on the phone for about 2 1/2 hours trying to get it all figured out as to why the amount was higher, the *** that I spoke with said that she could not understand nor see why it was higher,The supervisor that I spoke with then told me that nothing could be done and that the payment needed to be made or our insurance would be cancelled.

  Business Response

  Date: 10/01/2024

  Thank you for the opportunity to respond to Mr. ******* concerns. In reviewing the billing, there was an unpaid balance of $239.40 from the prior policy term that carried over. This unpaid balance was added to the scheduled August payment on your policy, causing a higher amount due for that installment. The auto policy renewal was cancelled per the insureds request on 9/24/2024. Lapses in member services of this nature are not indicative of the importance we place on providing our members/insureds with outstanding service. All of us at the Automobile Club of Missouri strive to meet the needs of our members and insureds. We have shared your experience with our management team and the matter will be reviewed and addressed. 

• Initial Complaint

  Date:09/06/2024

  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 a member of *** club for over 20 years, my wife is a member of my policy and we pay for the premium as well as rv service. When the driver arrived my wife was informed that our vehicle was not covered under the *** policy and they proceed to leave her stranded on the side of the road. The vehicle in question has been towed with *** services previously without issue. I am a certified safety professional through the Board of Certified safety professionals, and have worked highway safety for many years and this incident seems as a gross negligence of responsibility, not only that a stranded driver was left, but another tow service was able to retrieve the vehicle within 20 mins. If *** is going to advertise roadside service and emphasis safety, then this is clearly a failure. I am merely concerned for other consumers that may be placed in a dangerous situation due to failures of a corporation.

  Business Response

  Date: 09/17/2024

  Thank you for the opportunity to respond to Mr. ****** ****** service concerns. Uploaded is the response letter to Mr. ****** BBB correspondence.  Mr. **** should receive the letter in the mail shortly.  Thank you once again. 

  Customer Answer

  Date: 09/23/2024

  Complaint: 22248283
  
  I have reviewed the business' response and am rejecting it because:  You can clearly see that the vehicle is titled as a MTRHM, per the response letter the vehicle must qualify as such in order to be covered.  AAA was repeatedly provided this information, as well as the fact that they have provided service for the vehicle in the past.  We were not compensated in any way shape or form.  The customer service representative we were assigned was EXTEREMLY impolite, MS. ********* ******* was of no use to resolve this issue.  After 20 years of buisness with what i thought was a reptuable company they have again shown that to be incorrect.  I have cut ties with AAA and will be taking legal action. 
  
  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 10/02/2024

  Thank you for the opportunity to respond once again to Mr. ****** ****** concerns.  Uploaded is the response letter being mailed out to Mr. **** in response to his latest BBB correspondence. 

  Business Response

  Date: 10/02/2024

  Please find uploaded the  AAA Missiouri response letter to Mr. ****** ****** BBB rejection.  Mr. **** will receive the letter in the mail shortly. Thank you for allowing us the opportunity to address this matter once again.