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.

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:05/30/2024
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 car was totaled out by my insurance company at the end of April or beginning of May. Since then, they've picked up my vehicle, they've received the title, they've received the power of attorney paperwork, etc. There was no communication regarding it, but then they request a letter of guarantee. We called AAA and the loan company on May 16th to get it settled. On May 17th, the loan company sent the LOG to AAA. By May 28th, having received no communication again from AAA we called ******* and did not receive an answer nor a call back. The next day, she emailed that we would need to resubmit for the LOG and wait another 10 days for that to come through. We then had to play middleman and get the LOG ourselves from the loan company. The letter was sent to a fax number provided by AAA on May 17th but ******* said they couldn't find it, it may have went to a different department. Then speaking with ******** from PNC (the loan company) we found out it was sent again yesterday to the number that ******* requested it be sent to, yet this morning ******* still has no record of the letter. So we had to get them to email us a copy and handle it ourselves. All the while, AAA is still taking our insurance payment on a car that they have in their possession. When we brought that up, ******* said we need to contact someone else they don't handle that. How is it that we have to keep doing AAA's job?
Business Response
Date: 06/06/2024

June 6, 2024

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

RE: Complainant : ***************************
Our Insured : ***************************
Policy Number : MOA135816458
Claim Number : *********
Date of Loss : 04/01/2024
BBB Tracking ID : ********

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

I am writing in response to your Better Business Bureau (BBB) inquiry dated May
30, 2024. We appreciate the insured contacting the BBB and the BBB allowing
us to address the insureds s concerns. In the inquiry, *************************** expressed
concerns with the handling of her total loss vehicle.

On April 11, 2024, ****************** reported hail damage to his 2016 ************
from a recent hail event that occurred on April 1. 2024. Independent Adjuster
Nyota ***** with ***************** Services attempted to reach ****************** on
April 16, 2024, and was unsuccessful. Ms. ***** spoke with ****************** on
April 24, 2024 and confirmed the facts of the loss, explained policy coverages
and benefits and assigned Material Damage Appraiser ************************* to inspect
the vehicle.

******************** completed an inspected the vehicle on May 2, 2024, at which time
the vehicle was deemed to be a total loss. Independent Adjuster *****************************
from ***************** Services contacted ****************** to review the total loss
process and go over the settlement of the vehicle. It was agreed that we would
request the Letter of Guarantee (LOG) from their lienholder, PNC Bank. He was
asked to contact the bank to authorize the release of this information, which we
received in our office on May 7, 2024.

We emailed ****************** on May 9, 2024, informing him that PNC Bank needed
his account number before they would provide us with the payoff amounts, which
he provided to us on May 14, 2024. On that same date, we provided PNC bank
with the account information.

***************************
BBB Tracking ID: ********
June 6, 2024
Page 2

On May 16, 2024, we informed the insured that we were still awaiting the LOG
and suggested they might also want to contact PNC to expedite the process.
The next day, ******************* called for an update. We reiterated that we were still
waiting for the LOG. During the call, the insured initiated a three-way call with
PNC, who confirmed they had received our documents and would send the LOG
within 10 business days.

On May 22, 2024, ****************** contacted PNC Bank to follow up on the LOG
and spoke with *********, who informed us that the request was still being
processed. On May 29, 2024, we reached out again and spoke with ******.
She advised us to resubmit our documents, hoping we would receive the LOG in
a few days. ****** explained that the lending services and insurance
departments do not communicate, and the insurance department does not have
a contact number to call them directly. We resubmitted the documents and
informed ******************* of our conversation with PNC Bank.

Finally, on May 30, 2024, we received the necessary documentation to process
the payment for the total loss vehicle. On May 31, 2024, a settlement payment
was issued to PNC Bank for the loan payoff in the amount $4,029.75. A separate
settlement check was issued to *************************** in the amount of $3,402.75.

An additional review of the claim reveals the insureds inquiry is not justified. AAA
has proceeded properly in the investigation and handling of our insureds claim.
Should you have any other concerns or questions, please contact Team
Manager ************************* at ************** or by email at
*************************************.

Sincerely,

*******************************
Group Manager, Insurance Claims
Initial Complaint
Date:05/21/2024
Type:Order 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.
Bought gold membership in January 2024. Called this am to have a battery replaced since mine would not hold a charge. Had a company call us that did not replace batteries. Called again and had the same company call us. That company did come out and insist on jumping the car, but the battery does not hold a charge so that doesn't help. Called back again and they said they were looking for a service to change our battery. Never called us back. Tried multiple times to call and resolve, but kept being transferred throughout the company. Finally a representative said I should go buy my own battery and then file a claim. Not anything like the services they say they provide.
Customer Answer
Date: 05/21/2024
Never got a call from AAA yesterday. My husband had to go to the auto parts store and buy a battery and put it in himself.
Customer Answer
Date: 05/21/2024
Noticed my contact phone number with you is incorrect. Should be ************. thanks.
Business Response
Date: 05/28/2024
Thank you for the opportunity to respond to ****************** concerns. We understand that ****************** time is valuable and deeply regret any inconvenience experienced on May 20, 2024. We have restored the service call back to ****************** call allotment and our Member Relations contact has reached out to ************** to provide a detailed policy explanation. Additionally, ************** will receive a letter in response to her Better Business Bureau correspondence shortly in the mail and should ************** have any additional questions or comments, please reach out to our Member Relations Representative, **************.
Customer Answer
Date: 05/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
The call I received from AAA was full of excuses and never really got to the heart of the matter of why I was not contacted and told there was not a battery service in my area and given other options. They left me helpless without caring that they did. False advertising all around. Completely did not hold up their end of the contract. Yes, I was not charged for that call, but what good does having my call number back if when I call, nothing is done to rectify the situation we are in with our vehicle. Will not be renewing my membership.

Sincerely,

*****************
Initial Complaint
Date:05/20/2024
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.
Asked for a refunded after their agents failed to tell me they couldnt help me and just charged my card. I was told my money would return to my card in 3-5 business days. On the 6th day I was told those refunds take 2-3 weeks after I had already been Inconvenienced 100 times.
Business Response
Date: 05/16/2024
Please forward this complaint to AAA of Missouri for resolution.
Business Response
Date: 05/24/2024
We thank ************** for the opportunity to address and respond to her concerns. It has been confirmed that a credit card refund in the sum of $125.00 has been processed as of May 21, 2024. We ask ************** to allow 3-4 days for the refund to post to her account. ************** may reach out to her case handler on her direct line should she have any follow-up questions or comments. Additionally, we will be sending a letter in the mail shortly, this letter is in response to ****************** BBB correspondence. Thank you once again.
Initial Complaint
Date:05/13/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not being serviced by my agent. they are making mistakes. they raised my insurance by 41%.
Business Response
Date: 05/16/2024
Thank you for the opportunity to respond to **************************** concerns. Our Insurance Business Manager, *******************************, reached out to ************************ on 5/15/24 and completed a full policy review. They were able to add a multi policy discount which lowered his premium. ***** shared her direct phone number with the member for future inquiries. ************************ was pleased with the resolution.
Customer Answer
Date: 05/22/2024
I was told my premium would be $390 and when I received my paperwork the price shown is $408. I am not satisfied with this and would like my premium to reflect $390.
Business Response
Date: 05/30/2024
Thank you for the opportunity to address **************************** concerns. Please see the attached letter as our response.
Initial Complaint
Date:05/10/2024
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 am getting a bill from a collection agency showing that I have a past due balance with AAA. This policy was canceled due to the fact that they just kept increasing my policy and was not able to explain the reason for the increase. I had multiple conversations with representatives and was very aware that the policy was being canceled after no resolution could be found. I have been requesting documentation as to why they think I owe this amount and have not gotten any response. Please assist.
Business Response
Date: 05/08/2024
Dear BBB of DE,
Thank you for contacting AAA Club Alliance. Please forward this complaint to the BBB of Missouri or AAA Missouri for resolution. The member mentioned does not belong to our club.
Thank you,
AAA Member Experience
Business Response
Date: 05/16/2024
Thank you for the opportunity to address ********************** concerns. Please see the attached letter as our response.
Initial Complaint
Date:04/29/2024
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.
Bottom line my girlfriend and I were left stranded at a major intersection in ************** by AAA for over 2 hours and changed our own tire by cell phone flashlight. We were told the driver would be by to change the flat tire in 30 minutes. After 20 minutes we were sent a text that the driver was 5 minutes away. Then 10 minute later we received a call that the driver could not locate us. We gave directions and never saw the driver. We called the driver and gave directions again. After an Hour we called AAA and they said or call was cancelled. Why didnt anyone inform us. We were told some one would call us right back. After 20 minutes we received a text that some was 30 minutes away. So after waiting over two hours, and not having any contact and no tow truck we changed the tire in the dark. Why pay for a service and not receive support? The next day we attempted to get in contact with customer service and had no luck. The web site does not have any customer support information
Business Response
Date: 05/07/2024
Thank you for allowing us to review and respond to Mr. ***** feedback. We sincerely apologize for any inconvenience he experienced and have made successful contact to resolve the matter. Attached is the response letter that Mr. *** will receive shortly in the mail addressing his Better Business Bureau correspondence and service experience. Thank you once again.
Initial Complaint
Date:04/26/2024
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.
10/28/2023 i was rear ended by a AAA consumer. I have been attempting to reach a settlement/agreement with the company since then. I stopped treatment in january as the company they go through to get they medical records had told my healthcare team they needed to discontinue treatment and sent the records ASAP. those records have since been sent. i have reached out multiple times to see if all records were recieved and get no reply. i have tried calling both my claims representative and her supervisor and have had no luck. I have recieved bills that are now going to collections as AAA has not verified they have recieved them, or paid for ANY of the damages to my vehicle or care i have recieved.
Business Response
Date: 05/02/2024
Thank you for the opportunity to address ********************' concerns. Please see the attached letter as our response.
Business Response
Date: 05/02/2024
Thank you for the opportunity to address ********************' concerns. Please see the attached letter as our response.
Initial Complaint
Date:04/25/2024
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.
They have been mailing me promotional material and membership cards for YEARS. I have contacted them again and again to get them to STOP sending/wasting paper. Im always assured that they will stop, but I continue to receive their junk. Please, make it stop!!!Its not just the local office, I want my name taken off of their spam mail list PERMANENTLY. Surely this has to reach AAA headquarters, not just a branch. *** tried so many times, but they just wont stop ?? Please help ????
Business Response
Date: 04/25/2024
Thank you for the opportunity to respond to Ms. ****** concerns. We have reached out to our marketing team and put **************** name on our suppression list for all future mailings. Please note that we provide our suppression files to our mail vendors up to 60 days prior to the mail date, so she may still receive a mailing while our updated list is being rolled out to our vendors. We apologize for any inconvenience this may cause **************, but once our mailing vendors receive and implement the updated files, she will no longer receive materials from us.
Customer Answer
Date: 04/26/2024
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:04/18/2024
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.
On 3-29-24 my teens car stopped working on her way to work and she contacted AAA for help.She was stuck on the side of the road in a very concerning area in the *********.When she called for a tow to pick her & the car up, she was told it would be assigned to Advantage *********** would take 2hours even though she didnt feel safe.That was an excessive period of time to be stranded. AAA offered to call the police for her to sit with her until they arrive.2 hours?!The police do not provide such a ************* unreasonable to even to say that they would.When the tow company called they said it the arrival time would not be until 7:05 pm, which was a little more than 2 hours because they didnt have any workers. As soon as they arrived, they would send a truck. At this point,I left work to sit with my daughter out of concern for her safety. She called AAA back to let them know what Advantage ****** said & that there are no drivers working & she had to wait for 2 hours.We asked to please find another tow company to come help her.AAA said she would see what she could do, but we didnt hear back. 7:05 came and went.We kept calling Advantage for an ************* kept giving us later arrival times. Each of the 3 times they would say theyll call the driver & call back. They never did!Nor did the worker arrive.I asked to speak to the driver ************* refused. It is now dark & close to 9:00 pm.We called AAA back to let them know what was happening & the disbelief of being treated in such a way. I began to believe it was because of the neighborhood we were stranded in & they had no intent on coming at all.Discrimination?My teen recd a call from some other company.All American Towing, who AAA didnt know about.He needed addresses.Advantage gave the job to All American, arriving 4 hours later!!! Turns out they have the same owner.It is clear AAA is not providing adequate or no services in that area&is not being honest.A supervisor didnt even return my call as promised!
Business Response
Date: 04/25/2024
Thank you for allowing us the opportunity to address ************************************* concerns. Uploaded is our response letter which will be mailed out to ****************** today.
Customer Answer
Date: 04/26/2024
They is offering a portion on my and Kiairas fee on the next annual fee later in July 2024. I pay the entire fee for this membership for my family every year. My issue is they are being non-specific as to how much I will be compensated in July 2024. I have asked for $125. I would like a response to this. Thank you for your help.
Initial Complaint
Date:03/27/2024
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.
On February 7th, I totaled my car. AAA insurance picked up my car and I mailed the title. The title was lost at a postal service area in ***********. *************************** sent me an email with paperwork to complete to bypass the title. She sent the paperwork in the wrong name. I initialed and **** a line through and put my correct name. A week later she said that would not work, she emailed new paperwork. I signed those last week and sent them over night on Tuesday. She said she received them on Thursday and agreed to release my money on Friday. I had to electronically sign and fill out paperwork. I used my bank app to ensure I had the correct number. I had to put the numbers in twice. I rechecked. This money matters to me and my family. I cannot make a mistake. Today, ******** informed me that an error had occurred and my bank refused the money. I called my bank. They never received money. She then told me I had made a mistake while entering my information. Again, I double and triple checked. I did not want my money accidentally going to someone else. Then having to fight for it back. ******** told me it was my error and she would let me know when I would get my money. AAA now has my car, my title and my money. I have no idea if or when I will receive my money at this point. She keeps making excuses and blaming errors. Please help me
Business Response
Date: 04/03/2024
Thank you for the opportunity to address ****************** concerns. Please see the attached letter as our response.

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