Business Profile

Property Insurance

A A A Automobile Club of Missouri

This business is NOT BBB Accredited.

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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.

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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:07/22/2024
Type:Sales and Advertising 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 had an accident where the person who hit us had AAA. First, they were VERY difficult to work with on our end. They took forever to reply to ANYTHING and often times we would have to call the manager due to the person handling our case not responding. Second, we felt rushed to get our claim settled and finished. So rushed in fact, that the person I worked with LIED on the phone about all our compensation and didnt even add pain and suffering to my spouses claim. Its ridiculous, I felt undermined and not taken care of. Stay away from them at all costs. Their reviews make sense for 1 star.
Business Response
Date: 07/26/2024
July 26, 2024

Better Business Bureau
Serving Eastern & Southern Missouri & *****************
**************************
************************

RE: Complainant : *************************
Our Insured : ***********************
Policy Number : MOA180998878
Claim Number : *********
Date of Loss : 10/28/2023
BBB Tracking ID : ********

To Whom it May ********

Please be advised we are in receipt of the BBBs inquiry dated July 23, 2024, regarding
the above captioned claim. The following is our response to the complaint and our
position in this matter.

Mr. ******** concerns are lack of response, feeling rushed to settle the claim as well
as confusion as to compensation with no pain and suffering being added to his spouses
claim. Our records indicate he does not have a spouse, *************************** is his fiance
and he is currently concerned with no pain and suffering for his own claim.

*************************** submitted a claim to AAA on November 7, 2024, but we did not have
******************* contact information. Our first contact with ***** was on November 22,
2023 when he called the office. On that date, the claims process was explained to both
***** and *****. After receiving the signed medical authorization listing medical
providers on December 12, 2023, the medical records were requested via vendor that
same day. Each month there was at least one form of communication between the ***
and each party regarding the status.

The ***, ******************** and ****************** made attempts to secure all records and bills.

On April 29th, the *** discussed settlements with both ***** and *****. ***** agreed to
an opened-ended settlement to include any treatment incurred that was accident related
prior to the signing of the release plus 5 PT sessions and 1 PCP visit. This was
confirmed in writing. He signed the release, initialed the offer letter and returned on April
29, 2024. ******************* claim was paid on April 30, 2024, and ***************************** claim
settled and paid on May 1, 2024, after receiving her executed release and initialed offer
letter.

****************** is now requesting additional pain and suffering; however, he executed a
release of all claims. This included consideration for general damages (pain and
suffering).

*************************
BBB Tracking ID: ********
July 26, 2024
Page 2

We did not impose any time-sensitive requirements for the settlement of either claim and
outlined the settlement offers in writing. Each party reviewed and executed the releases
of their own accord as well as had the opportunity to review and consult with others prior
to the execution of the releases.

In summary, AAA has proceeded properly in the handling of ******************* and *****
********* claim. If you have any other concerns or questions, please contact Team
Manager ********************* at ************** or by email at
****************************

Sincerely,

*******************************
Group Manager, Insurance Claims
Initial Complaint
Date:07/09/2024
Type:Sales and Advertising 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.
BBB ID#********, filed with BBB on 6-7-2024. We are still waiting for a settlement from AAA, and answers to our questions and our last letter to them dated July 5. As stated, this is a NO FAULT CLAIM on our part and the first claim we have made in over 30 years of doing business. We are attaching our last email to them and the questions we have asked them. See Attachments. We are both in our 80's and have had nothing but put off, put off, put off from them. All we want is for our car to be fixed.
Business Response
Date: 07/16/2024
Thank you for the opportunity to address ************************** concerns. Please see the attached letter as our response.
Initial Complaint
Date:07/09/2024
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.
I had AAA insurance on a month to month non contractual basis. I cancelled it prior to the beginning of a new billing cycle because it was too high and they were making me do safe driver that I did not want to do because I was driving back and forth between ** and **. AAA has sent me to collections for the remainder of the policy. *** collections will not stop trying to collect from me because they are saying AAA wants proof of who I changed to. What law or legal obligation justifies this request from AAA and *** collections. I do not owe AAA nor am I required to keep them or tell them who I changed to or prove I changed to anyone. What legal authority does AAA or *** collections have to ask for this information.
Business Response
Date: 07/08/2024

Please forward to AAA Missouri at ******************************************** for review/response.
*************************************
Thank you.
Business Response
Date: 07/15/2024
Thank you for the opportunity to address ************************ concerns. Please see the attached letter as our response. All attachments and relevant documentation has been sent directly to the insured.
Initial Complaint
Date:07/05/2024
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 wrecked my car on June 1st. The customer service has been terrible. It is now going on 34 days and the claim has not been resolved. I cannot get anyone to return any phone calls. I feel the amount they offered in settlement is too low. AAA offered ******. I have seen similar vehicles with higher mileage for ****** to ******. The JD power website has the average cost paid for a similar vehicle at ******. I also have car rental insurance. Suppose to be good for 30 days. It took AAA 31 days to determine want to do with the vehicle. I paid the first 23 days out of my pocket which I should get back. They now after 31 days are only giving me a week to find a new vehicle and return the rental. I do not feel I have gotten what I was paying for.
Business Response
Date: 07/15/2024
Please see attachment for business response.
Customer Answer
Date: 07/15/2024
I am somewhat satisfied with the end result. My frustrations were that I was paying for a service. I did not expect the service to cause anxiety, frustration and inconvenience. My frustrations are with the response times. On a couple of occasions after leaving voicemails it took a week to get back with me. People were out of the office and left the case for no one to handle. Communication went way beyond epic fail. Even with the investigations this should not have taken over 30 days to get done. I lost at least 2 weeks of rental car time waiting for responses. As a result I am once again paying out of pocket until I find a car. I do not understand how they have received an a+ rating with the BBB. I feel because of their response times AAA could have been a little more accommodating.
Initial Complaint
Date:07/02/2024
Type:Sales and Advertising 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.
Policy #AMO000623672 Insured : ********************************************************************* I've had car insurance through AAA for over 5 years. In the most recent policy renewal ( June 1 - Dec 2 ) my premium was almost doubled. I called on June 6th with concerns and was informed that Ebony had 2 car accidents and ******* had 1 traffic conviction. This information is not accurate and if it were it would have been factored into previous policy cycles. On 6/6/24 I was informed that the matter would be reviewed and I would receive a callback with addtional information. This has not occurred. In the meantime I've completed a quote with a competitor and it did not show that the 2 accidents or traffic conviction that AAA is reporting.
Business Response
Date: 07/01/2024
Please forward this complaint to AAA Missouri for resolution.
Business Response
Date: 07/08/2024
Thank you for the opportunity to address **************************** concerns. *******************************, Insurance Business Manager, has reviewed Ms.Hutchinsons policy in detail and determined that the renewal rate she received is correct based on our current rating guidelines filed with the state. *************** spoke to ************************ regarding her renewal and explained the differences in the renewal. We were informed that ************************ will review her options and will notify us if she decides to make any changes.
Initial Complaint
Date:06/26/2024
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.
Switched to AAA insurance back in October 2023 until April 2024. In February of 2024 however I switched insurance companies due to AAA illegally price gouging me on auto insurance. I cancelled in March and they have been sending me continuous bills for a policy I no longer have. When I call them they admit their system was going through updates and that the policy got renewed in the mix up. Now they expect me to submit documents and jump through hoops just to leave them and not get those bills anymore. I don't understand if the company was have system updates and/or issues how is that MY fault and why should I have to jump through hoops when I am not Tech support for AAA. That was their system issues why am I expected to waste my time for what they admit was their fault?!
Business Response
Date: 06/26/2024
Please forward to AAA Missouri at ******************************************** for review/response. *************************************** Thank you.
Business Response
Date: 07/02/2024
Thank you for the opportunity to respond to ****************** concerns. Please see the attached letter as our response.
Customer Answer
Date: 07/03/2024
Complaint: 21897009

I am rejecting this response because: They failed to address the system errors they were having with their system updates as mentioned in my complaint. I did NOT request to have my coverage extended now did I? The company chose to extend it on their own to stick me with a bill like they are doing now. They don't own me, they don't own my vehicle, I am free to leave. I don't understand why I need to submit anything when AAA is responsible for this billing error. I was paid up until February when I switched to a new company. Just fix the issue Or I will file a lawsuit for collecting on a fraudulent debt.

Sincerely,

***************************
Business Response
Date: 07/10/2024
Thank you for the opportunity to respond to ****************** additional concerns. Please see the attached letter as our response.
Customer Answer
Date: 07/11/2024
Complaint: 21897009

I am rejecting this response because: 2 separate agents told me on 2 separate recorded lines that there was some system errors that were brought up in the process of upgrading the system. I paid for my part of the AAA insurance for the time I carried you all until February when I went to a new company. I was also supposed to be paying around $160 a month and then you all jacked up my premium to $250 and that was not in my budget. That's why I was forced to go to another company. If you all want the information call Progressive yourselves I don't have the time in the day to jump through hoops for a company that I no longer have any business relationship with. Do you all expect your shareholders to submit documents to drop your stocks?! Yet you expect former customers to jump through hoops. It's not my responsibility that you all jacked up my rate, it's not my responsibility that your systems had updates, I'm tired of you company executives forcing all the company responsibilities onto us customers and your employees. Just because you all refuse to let me go. I run a Lawncare business I don't expect my customers to submit documents just to leave they just leave. I don't get to then charge them bills KNOWING they left my company. You now KNOW I left AAA and you all are basically refusing to let go and end the fraudulent billing on a closed account. I will not be bullied about a bill and a debt UNOWED. I also will not take valuable time out of my busy day to submit documents if you all aren't going to reimburse me for the time I will have to spend. Time is money and you will be costing me and my business money.

Sincerely,

***************************
Initial Complaint
Date:06/10/2024
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 received a letter from Triple AAA that my auto policy #AMO000549134 will be canceled for non-payment of $152.80. I have sent the payment and it was processed from my bill pay account (screenshot is provided for review). I am 80 years old with breast cancer and cannot drive my vehicle to my doctor's *********** or even get necessary items like medicine and foods for myself because I have no auto insurance. I am very disappointed with Triple AAA about the way my automobile policy was handled been a customer for 24 years and never had my ********************** or homeowners policy canceled. They recently changed their computer systems and policy account numbers causing billing errors to customers' policies.I need my ********************** policy reinstated ASAP without having to pay another $300.00 the amount I was quoted for activation. I only receive a monthly social security check and I cannot afford to pay that amount.
Business Response
Date: 06/17/2024
Thank you for the opportunity to respond to ******************** concerns. Our team contacted **************** and was able to process her payment and get her policy reinstated. They also reviewed her payment plan and let her know the amount still due and what the monthly payments will be.
Customer Answer
Date: 06/22/2024
Complaint: 21827199

I am rejecting this response because:
I received a letter in the mail today (see attached document) even though they accepted my payment my auto policy is still cancelled. They need to make sure to send me a reinstatement letter and new auto policy.

Sincerely,

*********************
Business Response
Date: 06/26/2024
Thank you for the opportunity to address ******************** concerns. Please see the attached letter as our response.
Customer Answer
Date: 06/27/2024
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:06/07/2024
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.
We contacted *** on 5/15. Paid monthly auto policy premium for 31 years.*** was to provide accident coverage for our cars. All info in re accident given to ***. Got repair bid and *** said car was totaled. Referred us to Total Adjuster. Total Adjuster said would call back in hour.2 days later still no call. Called regular adjuster. She said get another bid.New bid $1400 Lower than first. According to *************** Book and and *****************, the new bid well below 75% red line for fixing the car. As of today, we were told by a new *** adjuster early this morning that the car has been totaled and we would immediately be contacted by the Total Adjuster.We still have heard nothing from ***. and the Total Adjuster. Our claim # is *********. WE PAID FOR INSURANCE COVERAGE FOR 31 YEARS. DO WE NEED TO GET A LAWYER TO SUE *** FOR COVERAGE OF AN ACCIDENT THAT THEY HAVE PROOF OF WAS NOT OUR FAULT AND THEY ALSO HAVE THE NAME OF THE COMPANY OF THE INSURED WHO WAS AT FAULT. At 80+ years old, all we want is our car fixed.
Business Response
Date: 06/14/2024
Thank you for the opportunity to address ************************** concerns. Please see the attached letter as our response.
Customer Answer
Date: 06/17/2024
We expected AAA to approve the repair of the car since it was a NO FAULT ACCIDENT ON OUR PART. Because the license on our ***** expired in May, in order to get bids for repairs, it was necessary to get the license inspection and renew the license. The car would not pass the licensing inspection without the May 13 repairs being made by ******.

These repairs total $1437, plus the average J, D. Power/NADA value of the car at $3700 equals $5137.
The value of our car five minutes before it was hit.

In addition to these very recent repair upgrades, we have also installed 4 new tires that have an 80,000-mile warranty, at $155 each for a total of $620 and a ********* Lifetime Alignment Warranty at a cost of $172. These items were purchased a bit
more than a year ago. Therefore, the cost was not included in the most recent repair up grades.

With all the extremely recent repair up grades, that we have listed and documented at $1437, added to the average retail of $3700, the actual value of our car, five minutes before it was hit, is $5137.

If one takes the actual value of the car 5 minutes before the accident and the figure of the $2000 repair cost from Real *****, the repair cost comes to .389 or 39% of the total value of the car.

As is readily seen by the above information which we have provided and documented, we expected to have our car fixed immediately, especially since this is a NO FAULT CLAIM.

We also expect that all car rental and extra insurance on the rental car will be billed to and paid by National General, the insurance company used by the man who hit our car.

I have heard it said, if you REALLY want to know how good your CAR Insurance Company is, JUST FILE A CLAIM, SEE HOW THEY TREAT YOU.
Is their model or motto of our Insurance Company (AAA) for BIG PROFIT AND DENY, DENY ALL CLAIMS, because our CEO NEED A BIGGER SALARY THIS YEAR.
You know, we have been paying premiums for over 30 years to AAA and this is the first claim that we filed, why are you not fighting for us and representing us, but instead, youre throwing us under the bus, Im really not feeling the love.
Is this how you treat an AAA member for over 30 years and an old Vietnam Veteran? I am appalled, shock, and dismay.

Can we please have the name of the very top person, (head of claim) and phone number at your building?
Thank you.

Thank you for all your help in this matter. When can we get car fixed?

*** & *****************************
8946 *****************.
St. *************** 63123
Claim #*********
Initial Complaint
Date:06/05/2024
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.
*** paid for a plus membership for my granddaughter and I for two years. Never once called them. My phone number and address are attached to the account for them to verify for any calls for service. The one time I needed them my car was running and the door was locked. When I called they said *** had too many service calls. Excuse me? Come to find out someone else with a completely different phone number called them in. No verification of phone number or address.In the meantime the car is still running and Im locked out. They finally disputed one call in their system so they could send someone out for this call. After two phone calls (one they hang up on me) and having to escalate up to a supervisor. Not cool. To say the least I wont be renewing.
Business Response
Date: 05/06/2024
We apologize for the inconvenience, but you have put your complaint in with AAA TN. We don't have any membership under your name or address. While AAA is worldwide, it is broken up into territories. You would have to file the complaint with your home club that you purchased it in.
Customer Answer
Date: 05/06/2024
I live in ******** and provided that information to BBB. In regards to AAAs response, I did not choose the region apparently BBB did? Please file the complaint according to the given address.
Business Response
Date: 06/03/2024
We apologize for the inconvenience, but you have put your complaint in with AAA TN. We don't have any membership under your name or address. While AAA is worldwide, it is broken up into territories. You would have to file the complaint with your home club that you purchased it in.
Business Response
Date: 06/13/2024
We thank ****************** for the opportunity to respond to her concerns. Uploaded is the response letter that ****************** will be receiving in the mail shortly. Furthermore, we have assigned a dedicated representative that ****************** can contact should she have any additional questions or comments. We thank you once again for allowing us to address this matter with you.
Initial Complaint
Date:06/04/2024
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 started an auto insurance policy with AAA on 4/23/24 but was unhappy with the quote after price comparing and decided to cancel the policy the same day. I was told a written cancellation was required and was sent via email. I have supporting documentation of confirmation from AAA the written cancellation was received and the policy was cancelled. I was told I would be refunded via check in the mail of $378.41. I have asked for it to be refunded back to the card the payment was taken from but AAA has declining saying they cannot. As of 06/04/24 I have not received a check in the mail, over a month. After checking with my local postal office for the check through the advice of AAA but still have yet to get any indication this check was even mailed. I am asking for my refund to be issued the same as it was received via bank card.
Business Response
Date: 06/11/2024
Thank you for the opportunity to respond to **********************' concerns. Louisiana State requires all cancellation requests be made in writing. ************************** written request was received and processed on May 1, 2024. A refund check in the amount of $378.40 was mailed to his address on May 8, 2024. The check was processed and mailed from our ****** processing center. Due to the storms, the mail was delayed. Agent, ************************ spoke to ********************** and offered to initiate a stop-pay on the original refund check and issue a new check on May 29, 2024; however, ********************** declined.

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