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A A A Automobile Club of Missouri

Additional Locations

Phone: (314) 523-7350 View Additional Phone Numbers 12901 N 40 Dr, Saint Louis, MO 63141 http://www.autoclubmo.aaa.com


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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for A A A Automobile Club of Missouri include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 80 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

80 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 28
Delivery Issues 6
Guarantee/Warranty Issues 0
Problems with Product/Service 23
Total Closed Complaints 80

Customer Reviews Summary Read customer reviews

1 Customer Review on A A A Automobile Club of Missouri
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: December 02, 1960 Business started: 01/01/1902 in MO Business started locally: 01/01/1902
Type of Entity

Corporation

Business Management
James McGrath, President Kathy Wolff, Executive Assistant to President
Contact Information
Principal: James McGrath, President
Principal: Kathy Wolff, Executive Assistant to President
Business Category

Insurance - Property Auto Repair & Service Road Service - Automotive Towing - Automotive Travel Agencies & Bureaus Insurance Companies Insurance - Auto

Alternate Business Names
A A A Insurance A A A Insurance Company A A A Travel A A A Travel Agency AAA Auto Club Of Mo AAA Insurance Aaa Roadside Assistance

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1046 Country Club Rd

    Saint Charles, MO 63303

  • THIS LOCATION IS NOT BBB ACCREDITED

    12464 St. Charles Rock Road

    Bridgeton, MO 63044 (314) 291-6357

  • THIS LOCATION IS NOT BBB ACCREDITED

    12901 N 40 Dr

    Saint Louis, MO 63141 (800) 222-4357 (314) 523-7350

  • THIS LOCATION IS NOT BBB ACCREDITED

    12901 N Forty Dr

    Saint Louis, MO 63141

  • THIS LOCATION IS NOT BBB ACCREDITED

    13035 Olive Blvd

    Creve Coeur, MO 63141 (314) 434-5555

  • THIS LOCATION IS NOT BBB ACCREDITED

    1348 E. Main

    Carbondale, IL 62901

  • THIS LOCATION IS NOT BBB ACCREDITED

    15425 Manchester

    Manchester, MO 63011 (636) 394-0052

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    15510 Olive Blvd Ste 202

    Chesterfield, MO 63017 (636) 532-9229

  • THIS LOCATION IS NOT BBB ACCREDITED

    16942 Manchester Rd

    Wildwood, MO 63040

  • THIS LOCATION IS NOT BBB ACCREDITED

    2277 Highway K

    O Fallon, MO 63368

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    2629 N Illinois St

    Swansea, IL 62226

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    3510 Jeffco Blvd

    Arnold, MO 63010

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    3917 Lindell Blvd

    Saint Louis, MO 63108 (314) 531-0700

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    477 Lafayette Center

    Ballwin, MO 63011

  • THIS LOCATION IS NOT BBB ACCREDITED

    591 Mid Rivers Mall Dr

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    591 Mid Rivers Mall Dr

    Saint Peters, MO 63376

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    6655A Edwardsville Crossing

    Edwardsville, IL 62025

  • THIS LOCATION IS NOT BBB ACCREDITED

    6655A Edwardsville Crossing Dr

    Edwardsville, IL 62025

  • THIS LOCATION IS NOT BBB ACCREDITED

    8194 N Lindbergh Blvd

    Florissant, MO 63031 (314) 838-9900

  • THIS LOCATION IS NOT BBB ACCREDITED

    8235 Forsyth Blvd

    Saint Louis, MO 63105 (314) 862-8021

  • THIS LOCATION IS NOT BBB ACCREDITED

    8308 Eager Road

    Brentwood, MO 63144

  • THIS LOCATION IS NOT BBB ACCREDITED

    844 Bryan Rd

    O Fallon, MO 63366

  • THIS LOCATION IS NOT BBB ACCREDITED

    9005 Watson Rd

    Saint Louis, MO 63126 (314) 962-2282

  • THIS LOCATION IS NOT BBB ACCREDITED

    9948 Kennerly Rd

    Saint Louis, MO 63128 (314) 849-6663

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: cancelled insurance with AAA after escrow account made payment, was informed by insurance company they never got payment, after many phone calls between them and the mortgage company, the payment check number was noted and was found to have been applied by AAA to our cancelled policy. we were told a refund check would be processed after a 10 day wait period to verify check cleared... we then again contacted AAA after wait period, was told by another person they have no reason to hold our refund and that a check was being sent out the next day, this being the 2nd of Sept. on the 9th of Sept. we were told a check was processed and sent out on the 2nd as earlier informed, due to the holiday weekend give it a couple more days to arrive due to mailing delays with the postal service. at the same time AAA sent out cancellation notices to all our lien holders and was able to get that mailed out wit-in days of the 19th of August when we cancelled our policies and bought insurance through *******. On Sept. 12th I was Transferred to a department manager who contacted the cashiers involved, informed me at that time the check had been processed and sent out but not until the 6th, by this point in time I let him know how mad I was at all the lies I have been told and all the rude behavior of the employees involved and at this point in time I don't believe even him telling me that a "check was in the mail" because of the number of times I have been told this to find out that the information was not true. I was guaranteed the check had been sent on the 2nd and I should receive it within the next couple of days. On the 14th, ***** was very rude to my wife, refused to transfer her to a manager and informed her that at this time our refund had NOT even been processed yet let alone "mailed". We attempted to contact the department manager directly but could only reach his voicemail. It is obvious by the way AAA is handling this that they are holding our refund illegally and should be reprimanded for poor practices.

Desired Settlement: Immediate full refund of my insurance payment of over 1000 dollars and an investigation into the business practices of holding up money due customers in both refunds and claim practices that we also had problems with while being customers of this company.

Business Response: We apologize for the confusion caused by one of our employees giving incorrect information on refund processing.  As explained to the customer on 9/14/16, normal business practice is that there is a 14 business day hold on mailing a refund check.  This insures that the customer's payment has cleared the bank prior to refunding.   The manager did put special handling on this refund and the customer picked up the check on 9/15/16.    

Consumer Response: Complaint: ********

I am rejecting this response because: There is a large gap of information as how this refund was " processed", this payment was made by our mortgage company back in the prior month via an EFS electronic payment. AAA stated up to the 30th of Aug they had not even received payment until a 3-way conference call with the escrow dept, my wife and the same AAA employee was it discovered the payment had been applied to our cancelled policy. As per this employee there was no reason for this refund to be held since it was already posted and a refund check would be cut and mailed the next business day which was the 31st. Fast forward to when we called to see why we still hadn't received the check, we were then told it HAD been mailed, was probably delayed by the holiday. Another week goes by, I then demanded to talk to a manager at this time spoke with **** ******, He stated that he spoke with the cashier and found out the check had not been mailed until the 6th and we should receive it in the next 2 days, after still not getting check, contacted AAA, 1st attempt to call we were hung up on by the same employee that we had been talking to all along and was giving us the information we received, I then contacted Dean directly, left a voice mail, when he contacted me was apologetic for the poor was this was handled and was unsure why the check was still in a desk drawer and not mailed yet. he gave me the option to drop it in the mail later that day, I informed him I was not about to believe that story again and I would pick it up at the reception desk myself. I still feel that the employees were holding the check because we cancelled all our policies with them, especially since they were able to contact all of our lienholders about our policy cancellations within 48hours.



Sincerely,

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

9/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for Triple A and was told I would have a $500 deductible. My car was parked and some lady side swiped it on 9/2/16. I asked for an estimate on the damage and it was $887.47. He told me my deductible was $1,000. I went to his office, ******* *********, and asked him why they said it was $1,000. I said no, I agreed to a $500 deductible. I renewed my insurance in August. Someone hit my car and I don't have the money for the damage. I asked what the difference between the premium and the normal coverage. We talked about this when I renewed it in August. I never knew I had a $1,000 deductible. He said I would have to pay for it, take pictures, and then it would go down to the $500. I told him I was on my way to his office to get a copy of my application that says that. I have the paperwork that says $1,000 even though I agreed to $500, which is what I always wanted. I would have paid the extra amount for the higher plan for about $17 or $18 a month. I cancelled the claim today because this damage was not my fault and he entered this incorrectly.

Desired Settlement: I want them to honor my agreed upon $500 deductible and cover this damage.

Business Response:

The customer contacted AAA on 2/10/2016 to obtain insurance on a vehicle she was purchasing.  Various deductible options were quoted and discussed at that time.  The customer had no prior auto insurance which made premiums higher, and she purchased the $1000 deductible for collision and comprehensive coverages.  The premium for the $1000 deductible was $188 less than the $500 deductible option.  The purchased application, the policy the customer received in the mail, in addition to the recent policy renewal all show the $1000 deductible.  Therefore, we cannot change the deductible back to the inception of the policy.  

8/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had my homeowner's and auto insurance with AAA for 7 years. August 1,2016, they decided not to cover my home due to "the house isn't close enough to the road. I cancelled my auto insurance with my agent since they weren't going to cover my home. My agent ***** ****** charged my checking account with the September payment after I told her August 1st to cancel my auto.

Desired Settlement: I want a refund for that payment and for Robin Tanner and her office investigated for going behind my back and charging my checking account for a service that I cancelled. I want to know why my homeowner's was cancelled for no reason when I was covered by AAA for years with NO claims.

Business Response:

Customer's coverages for her home and auto policies were bound with effective dates of 7/14/2016 and submitted to underwriting.  With the pictures submitted it was determined by the underwriter that the home did not meet the visibility guidelines and it set due to unacceptable risk, it was set up to cancel on 8/30/16.  

The email the agent received from the client to cancel her auto insurance policy was dated 8/16/2016 at 8:50 PM.  The auto policy was cancelled with an effective date of 8/16/16 per the customer's written request.  Auto insurance coverage on her vehicle  was provided from 7/14/2016 until cancellation on 8/16/2016.   The premium for this coverage period is $72.  Customer made an initial payment of $67.80 so there is actually a balance due of $4.20.  No refund is due to the customer on this policy.   

8/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my bumper displaced on my 2004 Chevy Cavalier by the employee of AAA. They towed my car and when he released it, my bumper was damaged. They told me to send in all the proof and information that I had. They have reviewed the information I have sent him. I had videos and pictures. They are refusing to give me a fair response. I would like in writing their decision and the reasoning for it. I would like AAA to compensate me for the damage done to my vehicle by their employee.

Desired Settlement: I would like in writing their decision and the reasoning for it. I would also like for them to compensate me for the damage.

Business Response:

AAA management has fully reviewed this case regarding is claim against our contract station, ***** **** ******.    

Member states that the tow truck did damage to her front bumper but she did not know about it for several days after it had been on the repair shop lot.  The owner from ***** **** ****** went and inspected damages and explained to the member that this damage was not caused by the tow vehicle and was likely caused on the repair shop lot.  The member submitted two videos which support this.  The first video is from 6/19/16 and shows the vehicle being dropped by the tow truck at the repair shop lot with the member standing next to it when it was dropped off.  The second video is from 6/24/16 and it shows damage on the vehicle, but the vehicle has been moved into the grass by the repair shop.

 

On 8/12/16 our Contract Stations Relations representative spoke with the member and explained that after viewing the video and pictures there is no evidence that the damage was caused by the towing company.  Member was not happy with response, and we apologize we cannot assist her in this situation, but the evidence does not support her accusations.  

7/29/2016 Problems with Product/Service
7/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got a homeowner's insurance quote. The sales rep came out and did the inspection and told me the policy could be written. They billed my mortgage company and on 7/6/16 the mortgage company paid them. Today they called and told me they could not write the policy because they have to write both home and auto. I tried to give them the business for the auto insurance but it was clear the premium was not better. I am upset because this process took about three to four days and then I am told they can't just write the home owner's policy.

Desired Settlement: I would my payment expedited back to the mortgage company.

Business Response: A full refund is being processed on this policy.  The procedure for refunds on homeowners insurance is that they are sent directly to the policyholders not the mortgage companies.  This way the customer can return the money to her mortgage company and ensure that her escrow account is properly credited.  When insurance companies attempt to refund premiums to mortgagors, many times the money does not get applied to the proper loan and escrow account.   Additionally, the agent has been counseled on the underwriting guidelines associated with writing a homeowners policy without a supporting household auto policy.  We apologize to the customer for the confusion in her circumstance.     

6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 22, 2016, my vehicle was damage by an AAA insurer. I contacted the claim department on the 23rd of May, at that time I received the claim number and the person who would be handling the claim (Donna Mahaney). I have been in contact repeatedly. But on upon my last conversation which was a Wednesday, the 6th of June, she inform me everything was in and all she need was the police report. I went Wednesday evening and got the police report and fax it to her. Now I finds out she won't be back in until Monday the 13th of June. Meanwhile I have no transportation get to and from work and anything I might have to do. I have been inconvenience long enough. It has been over four weeks and no one seems to care how i have been in convenient and burden with getting around without my vehicle. This situation has had a great impacted.

Desired Settlement: I want the repair cost for my vehicle, car rental fee, lost of a 1/2 day pay because I was not able to get to work.

6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally was going to upgrade my policy because I have 2 vehicles. I did the paperwork with a guy name Saul at the number ********** ext *******. He was saying AAA wants me to goto the leasing office saying my daughter no longer lives there and she lives here. They had already done my paperwork. He asked me to do all this paperwork after he had done my contrwact. I tolsd him not to sumit my contract. He submitted it anyway, and they took out $502 out my account. He was saying it was already in process and I told him I wanted my money back. He said it would take 1-3 business days. It came out the next day May 3, 2016 169 came out. I told them not to touch my money. I have been calling back and fourth and he will not asnwer my phone calls. On his voicemail it says contact his boss ***** at **********. I explained it to him, and they wanted to listen to the calls and they heard me say to not submit the new policy. He said my money would be returned in full and this was since May 1, 2016. I still have not gotten my refund. They took more money out my account than they were suppose to in the first place. They claim I have to call someone else to find out why they took out so much money. I want my refund. They said I have to wait 2 to 3 weeks to get my 169 back. They claim I was only going to get 360 back instead of the 502. They claim they can only mail me the money. No one will call me back and I want my money back asap. They are messing with my other bills. They need to crdit my account they took the money out of just as quick as they took the money out my account. The caused me to get a loan to get my bills caught up since they took all that money out my account without authorization. Saul did all this to me so that he could have a sale, and his manager will not call me back.

Desired Settlement: I want my refund as soon as possible in full because they should have never took the money out my account.

Business Response: We apologize over the confusion on this refund.  The original refund check was sent to the named insured at the address listed on the policy.  We have placed a stop payment on that check and issued a new one to be sent express mail to the complainant's address. 

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally, I scheduled what I thought was a flight from Victoria, BC to St. Louis, only to find out that the trip was from Victoria, BC to Anchorage, AK (which I thought is where our cruise ended.) I then scheduled an airline flight from Victoria, BC to St. Louis, MO for July 11, 2016, The next day I realized that the return trip is from Vancouver, BC to St. Louis, and not Victoria, BC. I made several calls to AAA and ****** Airlines to correct the problem. ****** Airlines said that it would not be a problem to cancel the request and schedule a new flight. Also, they informed me to tell AAA that this is not a transfer and that they should cancel the flight and refund the money. When I talked to AAA, they said that they are not able to waive the fees and that ****** Airlines needs to refund the fees. AAA wanted to charge me $1054 in extra fees for the change in flights. I do not not feel that I should pay for all the tickets. ****** Airlines informed me that there would not be any fees and they would would cancel the flights. However, AAA said that they had to charge the fees. Both parties are saying that the other company needs to make the reimbursement. I would appreciate anything you can do to remedy this situation.

Desired Settlement: If AAA is charging me $1054. and United Airlines is charging me $746.66, then I would like to have the $1054 fee alleviated from my debit account.

Business Response:

The customer booked the original airline ticket online on our AAA Website, this reservation was not handled by a AAA Travel Agent, it was booked with our Internet  Booking Partner.

 

5/30       Client booked flights on AAA Website from Victoria to Anchorage, two tickets purchased $295.00 each, total of $590.00

 

6/1         Client called the AAA Customer Service Line for online bookings to exchange the original tickets which were purchased (Victoria to Anchorage) to  Victoria to St. Louis.  The cost of the new  ticket was $326.49 each, a cost increase of $31.49  per ticket plus the airline ticket exchange fee of $200.00 which was $231.49 x 2 tickets = $462.98.  At this point, the client’s ticket price was $295.00 + $31.49 + $200.00 = $526.49 per ticket, or $1052.98 for both tickets.  Our Internet Partner charged her $464.00 for the exchange of the two tickets.  Our Internet Partner  did not charge their  fee of $30.00 per ticket for  issuing  the exchange, this would have been an additional $60. The charge would have been $524.00 if the two $30.00 fees had not been removed as a gesture of goodwill.

 

6/1        Client called back to AAA Customer Service Line  again when she realized she needed to again change the tickets from Victoria to Vancouver where her cruise ship ended.  When she was advised of the additional $200.00/ticket exchange fee which would be by the airline to change the tickets again, the client declined because she didn’t want to pay the fees again.  

 

6/8        Upon speaking to our AAA Customer Service Support team,  if the client does not wish to use these tickets which she purchased and which are non-refundable,  she can contact the AAA Customer Service line at 1-************ prior to her departure date of July 11, 2016 and the tickets can be put on hold for up to one year.   However, the client will still need to pay the difference between the original tickets and the new tickets  and any ticket exchange fees which will be imposed by the airline. 

 

The change fees that the client incurred are imposed by the airlines, not by AAA.    

6/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In the beginning of April I faxed over paperwork to the Hwy K location (************) to have my routing number for my EFT switched because my bank was bought out, my account number stayed the same only the routing number changed. Upon my payment being due in May on the 11th I noticed by the 16th it still had not cleared my account so I contacted ***** to see if there was a problem and was told that it all looked fine the payment was ok. Then on Thursday the 19th I got a call from the office stating my payment had been returned and as I began to explain the situation she said she would have ***** contact me back. He did and we discussed the issue and I faxed over my bank statement as well as the paper I had faxed in April as well as the journal from my fax machine showing the fax was sent and received at their location. I am continuing to be told I have to pay the return fee this month no matter what and they would credit my payment for June. I tried to explain I do not have the funds to pay that this month due to a layoff in my household causing a $1,000 loss in income. I then spoke with manager **** ****, who was very condescending and rude and treated me as if I was the one to blame referencing who my payments were made with over the phone last month which has absolutely nothing to do with the situation and continued to be rude to me throughout the conversation. When I told her I had the loss of income and could only afford the monthly premium she told me "Well, thats out of my control I can't help that" she also began to ask why the sheet that was faxed had an earlier date and I explained the account had been switched in January and when I spoke with ***** at the beginning of April about updating my routing number I asked if there was a different sheet I should use and he informed me I could use the same paper, however, upon speaking with **** she stated that is against their policy so she doesn't know why an agent would say that and I explained to her I do no work for AAA so I do not know your policies and she continued to tell me its against the rules etc etc as if I was either lying or making it up, even though she had printed evidence to the contrary. I have been trying to pay my insurance since 5/11/16 on the due date and it is now 5/21/16 and I am still not allowed to pay the premium unless I include the bounce fee caused by the AAA's incompetence to update my account records, this is unacceptable. The treatment by **** was unacceptable. ***** maintained his manners and composure during all the conversations we've had and I appreciate that but ****, she is awful.

Desired Settlement: I would like to have my account transferred to an agent, not an office nor the home office. I want one person I can call to discuss the matters on my account. I also would like the $20 fee waived for the mistake made on AAA's part so that I can pay my premium and avoid a lapse in insurance. I would also like an apology from Lori Roth for being so unbelievably inconsiderate and condescending to me, as a long time customer with no problems ever her attitude was appalling.

Business Response: This complaint has been resolved.  The agent spoke with the customer on 6/1/16 and collected payment for the policy.  The $20 service charge could not be waived because of the multiple prior insufficient fund transactions on the account.  The manager has also been counseled on how to handle these situations.

Consumer Response: Complaint: ********

I am rejecting this response because: There was not an NSF issue that caused the $20 charge. It was the AAA in ofallon that received the fax in April not correcting the routing number. Had the AAA office correct the routing # as requested on 4/8/16 this problem would have never happened and I wouldn't have had to pay the $20. I paid the balance due because if I did not then there would have been a lapse in coverage on my vehicle. I do not accept this response and am offended by it. I have sent faxes to the office proving the money was there, proving I faxed the appropriate documentation to have the adjustment made and AAA failed to follow through causing the issue on my account, not me.



Sincerely,

***** ****

Business Response: As previously stated, we will not be making an adjustment to this policy due to the reasons already provided.  

5/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have a family membership with AAA. One of the family members requested roadside assistance. We received a bill for this service - which was paid. This payment is recorded on my Discover statement on March 14, 2016. Even though this has been paid, I have received a delinquent payment notice. AAA has threatened to send this to a collection agency, if not paid. This has been paid.

Desired Settlement: I want my account properly credited, and I want the threats to stop. The service was requested by my son, ****** ******** - our member #**********.

Business Response:

The ********s received an emergency road service bill dated February 3, 2016 for their son’s fifth service call.  (Each member receives four free calls per year.)  The son was originally billed under his associate number with his parents.  However, after he was billed, he rolled from associate member to his own primary membership with a new number.  The billing system changed his member number, but the original bill still had the old membership number on it.  Thus, when their payment came through, it scanned to the old number and was not applied to the newer membership.   We have since adjusted their account to show a “zero” balance and no more bills will be sent.  

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of AAA for a long time, but they seem unable to service me as a customer. Twice in the last year I have had Insurance Lapses in part because neither my Agent nor AAA contacted me to tell me i was about to loose my Insurance. Both occurrences resulted in my having to re-instate Insurance at increase premiums. Once makes me think it's my fault... twice makes me think that this is a nice way for them to increase my rates without having to look like they did anything. To be clear... AAA and their agent have my phone number and email address. * No email's were sent to warn me that I might loose coverage. * No phone calls were made to warn me that I might loose coverage. * I gave my agent my bank information to auto-pay my Home Insurance...why was my Auto Insurance not put on this as well. Now.. * I haven't had insurance on my Car for 30+ days making it difficult to move to another insurance company. * My rates are now going up by several hundred dollars every 6 months. This is unacceptable.

Desired Settlement: At this point I no longer really wish to be a customer of this particular business, but my desired outcome is for them to reinstate my previous insurance coverage( at the rate that I was supposed to be billed ) for the month of March and April and I will take that time to price and move to another better insurance company.

Business Response: Prior to a policy cancelling, three mailings are sent to customers alerting them of payment due and possible cancellation.  In this instance, the customer's policy renewal date was 3/8/16 and a Renewal Declarations was mailed on 2/16/16.  When payment was not received a Notice of Cancellation was mailed 3/10/16, and then another Lapse Notice on 3/28/16.  Customer did not make any payment on his policy, and therefore, the policy cancelled back to the renewal date of 3/8/16.  When the agent spoke to this customer, he claimed that he receives so much mail that he does not open it.   Our Underwriting Guidelines are filed with the Missouri Department of Insurance, and we cannot make an exception to reinstate at his prior rate due.  His premium would be figured based on several factors including payment history. 

3/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My policy was up for renewal in November. However, I moved to Kansas and was quoted a price significantly higher than what I had been paying in Missouri, and did not accept the offer. I notified ****** ******* of the Kansas AAA on November 3rd that I did not want a policy. AAA went ahead and charged me that higher rate on November 3rd, without my acceptance of the renewed policy. That sent my bank account into overdraft. I shopped around and took a policy with *****. Ms. ****** was sent my new policy info. On December 2nd, AAA *again* debited my account $99, well after all of the "I do NOT want your insurance" Emails flew back and forth. I was able to put a stop on THAT transaction. Ms. ****** promised me on December 3rd that a check was being issued for $150.32 to cover the first incorrect debit, and subsequent overdraft charges. Previous to that she has assured me multiple times that she/AAA would contact my bank to clear up the error. My bank has no record of AAA contacting them. So, I am still awaiting satisfaction from the original overdraft for a policy I did not purchase. After cancelling my policy, AAA deducted $100 from my bank account not just once, but TWICE, each time incurring overdraft fees as I was not expecting to be charged.Further, ****** ****** via EMail committed to refunding $150 on December 3, and that refund has not materialized.Further, my messages to Ms. ****** about the refund go unanswered.

Desired Settlement: I need the $150 promised, so my bank account can be settled, from the unauthorized deductions from my bank account.

Business Response: The customer's policy renewed 10/30/15 and was set up on bank draft so we automatically drafted the payment of $99.15 from the customer's bank on that date. As with all policies set up on bank draft, the draft will occur as scheduled unless notified prior to the draft date to discontinue. The insured had been set up on bank draft for at least the prior 6 months.

We were notified via email on 11/13/15 to cancel his insurance policy that same day. It took until 12/3/15 for the agent to key the cancellation into the system effective 11/13/15. During this time, we drafted a payment from the customer's bank account on 11/30 for $99.17. The customer stopped the draft at his bank and the payment was returned to us on 12/7. On 12/14 we issued a refund for $31.15 to the insured for overpayment on the policy.

We regret the delay in cancelling the policy when notified on 11/13 and should not have drafted the payment on 11/30/15. We will consider refunding any overdraft fees the insured received as a result of our delay in cancelling the policy and drafting the 11/30 payment. We would need proof of overdraft fees incurred by the insured from their bank.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The agent, ****** ******, committed on December 3rd via EMail (which I can provide) that she was authorizing a reimbursement of $150.32.
That never occurred.

The rest of this is tap dancing by a company to cover their rears.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a battery from AAA in Jan 2013- it was under warranty- battery died and they would not send a replacement- sent me to a store to buy one On October 8th- I called AAA because my battery died- I had purchased the battery in Jan. 2013 so it was still under warranty- the Service person they sent out did not have my battery in stock- so I was told to call AAA. So...at this point, the car is running because it was jumped- but, car cannot be turned off or it will die again- and they have no battery to replace it (again...under warranty) Called AAA- the customer service associate who answered the phone told me to go to NAPA and buy a battery (out of my own pocket) and have them put it in- I questioned her several times- are you sure they will install the battery? and will I be refunded? yes- to both So....I drive to NAPA and turn off the car- go inside and Pay $125 for a battery- THEN, the employees tell me- they do not install batteries- at this point- car is now dead in the parking lot since I had turned it off thinking i was getting a new battery- I called AAA again, asked for supervisor- she said the men at NAPA were lying and they can put it in- (which later in my story, you will see is untrue) Asked what are they going to do now- and they said send a tow truck to tow me home- when asked, why can't a battery truck just come and put the battery in for me- they said they are not allowed to install an NON AAA battery- at this point, I was not happy- I was told a tow truck would come within 30 mins- I waited 1 1/2 hours- and finally got a jump and drove home- Paid someone to put my battery in the car..... So- Now I call to see how to get my money back- was told i had to submit a claim- I was sent a form to fill out on Oct 12th- I promptly did so- put in the mail the next day- I also called to file a complaint- I was contacted by a customer service person- who took down my complaint- First week of November- NO CHECK- I called again and was told she would get it approved soon. Got a call back 2 days later saying my refund was approved- check is forthcoming- End of November- still no check- was told it was lost in the mail (even though, they have my address, as I get my BILLS for AAA here) They would be sending another check via FEDEX- 10 days later I Called again- left many messages- finally was told they don't know where my check is- but it was sent- Said she would email a supervisor and someone would call me back ASAP- 2 days later- (still no check) and no return call I have been getting the run around- from the beginning when my battery died- customer service is HORRIBLE- I have been lied to, as to where my check is- and I feel this company has ZERO integrity nor are they concerned about fixing a problem that they created 1. the service truck SHOULD have had my battery 2. One of the numerous calls I made- I was told that I was given erroneous information and that NAPA does NOT install batteries (so them saying the employees at NAPA were lying is a falsehood) 3 Almost every customer service person I spoke with- was rude and not in the least bit concerned about my situation from the beginning 4 They continue to lie about a $125 check which is due me. I have been a customer of AAA for 6 years- paying $135 a year for our 3 cars- This is a terrible company to deal with when you are trying to resolve an issue- no one takes any responsibility- They CREATED the problem in the first place- HAD someone took 5 minutes to locate a truck with my battery and not sent me on a wild goose chase- this never would have happened. Yet, they treat me as if I am asking for something that is not owed to me. My battery was under warranty and should have been replaced at NO CHARGE- yet, I had to pay - and was promised a reimbursement- I have been calling and calling for 2 months- with NO resolution.

Desired Settlement: I want the reimbursement for the battery that I was TOLD to purchase- the original receipt was sent to them- I was told it was received and that 2 checks have now been issued- yet, no check has arrived via mail or FEDEX I called today and told them I was filing a BBB complaint

Business Response: Final Consumer Response /* (2000, 7, 2015/12/07) */ I received my check it was dated dec 1st-

12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the week before my monthly payment was due to cancel and was told that my auto payment through checking was cancelled, but AAA cont autopay. I called AAA Insurance in July this year to cancel my auto insurance policy after receiving notice that they were doubling my monthly bill. I was told by their representative that my policy was then cancelled and that they would stop the automatic electronic payments through my checking account. However, in September when I noticed that I was being billed more than $125 a month since then I filed a claim with my bank to stop the continuing automatic electronic debits and to return the money taken from my checking. My bank sent a letter stating that they investigated my claim and found it to be valid and they returned the debits from AAA Auto Insurance to my checking account. Although I had called again and explained a second time that I cancelled the policy in early July, AAA Auto Insurance continues to send collection letters stating that I owe them for insurance premiums for the months of July, Aug., Sept, and Oct. for the policy period covering 07/16/2016 to 01/16/2016. In addition, I had many problems with customer service during the previous year. I couldn't get anyone to answer my customer phone calls for six months. Finally, I had to drive to their office in St. Peters, MO where I was told that my agent left and no longer works there. I asked if there was anyone else who can answer the phone in his place to assist me because I had left several messages requesting customer service. I needed assistance changing my automatic electronic payment to a different checking account and bank, something they could have assisted me with over the phone. The employee helped me change the auto payment. However, I complained that they raised my bill to $66 a month. I said I have been a victim of crime and found that criminals have been using symbols of 13 and 6's as an excuse to target other accounts. I asked if I could pay more to change the symbol, stating that I don't want my account targeted by crime. She agreed, but I was charged a fee because I had to wait day past the due date to come down to the office when I could not get anyone to assist me with phone service for 6 months. I claimed that I did not owe a fee because they never allowed customer service to assist me. But they cancelled my policy when I didn't pay the fee then made me pay for re-instatement to ensure continued insurance coverage. When AAA doubled my premiums I cancelled by phone and was told that the automatic electric payments would be stopped but they did not stop the payments. Even after my bank stopped the payments and returned their unauthorized debits to me and after I had called AAA again to explain a second time that my policy was canceled in early July, they still continue to send collection letters threatening me.

Desired Settlement: I want AAA Auto Insurance to stop acting like I didn't call them to cancel my auto insurance policy and stop with illegally harassing me trying to collect money I don't owe them or anyone. I want them to stop trying to contact me ever again. My bank already investigated and found my claim to be valid, which is why they reversed the charges for insurance premiums putting them back in my checking account. They need to get their stuff together when it comes to customer service.

Business Response: Initial Business Response /* (1000, 7, 2015/12/02) */ AAA apologizes for this insured being unsatisfied with our services. Our records indicate the first contact regarding a possible cancellation was received by a voicemail on 9-24-15. The voicemail indicated the electronic billing for the insurance payments were being disputed with the bank and to stop the policy. Being unsure exactly who left the message and the date of cancel being requested attempts to contact the named insured took place. There have been numerous unsuccessful attempts by phone and mail to confirm a cancel date and the identity of the caller whom left the voicemail. To date no response has been received from the insured. Two monthly insurance payments were subsequently returned from the bank and further attempts to contact the insured were made. Not wanting to leave the insured without insurance coverage a notice of cancellation due to nonpayment was sent to the last known address for the insured. Policy cancelled for nonpayment on October 15, 2015. The policy term of July 16 2015 to January 16, 2016 provided insurance for a total of three months prior to the midterm cancellation of October 15th. The outstanding balance currently being billed is for coverage provided. AAA is able to adjust the amount owed of $288.15 if the cancellation date is other than October 15th 2015. Proof of coverage being place elsewhere at an earlier date would be required to be submitted by the insured. Once proof of coverage is received the outstanding balance would be revised. Initial Consumer Rebuttal /* (3000, 9, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called and cancelled at least a week before my payment for July 16th was due. I was told by customer service that my auto payment would be canceled without any problem. My bank has already verified everything and had to cancel the auto payment for me. I don't need to give them any further attempt to cancel it over and over again while they hassle me with trying to collect the auto payments that my bank already refunded. I want them to stop trying to collect on a bill for coverage that I never needed since I changed insurance before canceling with AAA Auto Insurance. AAA Auto has given me too many problems with customer service. They are not customer friendly and they get stubborn and unreasonable and blame me for their mistakes. Your mistake in not canceling my insurance when I called to cancel it is not my problem any more. Every time you send me a collection bill for services that I do not owe, I will open another and another BBB complaint until you stop. The fact that I already had other insurance coverage is clear since my bank already verified it and refunded the false charges. It seems from AAA's response that they plan to keep harassing me with collecting on a bill that I don't owe. This dispute will not end until they finally stop. AAA already knew I would cancel and expected cancelation when they doubled my monthly premiums beginning July 16th. That's why I changed insurance. After how badly I've been treated, I don't want to give my new insurance co. info since I feel it is a violation of my privacy, and they don't want to be fair to me. As I said, my bank already verified it, which is why they ruled in my favor and refunded the false charges from AAA Auto. Is my bank lying?

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 10-10-15 I called them and wanted to join their motor club. I got towing service, and 100 mile radius. The said I had to wait 7 days to use the service. 10-23-15 I called them and wanted to tow my truck to my mechanic. I told them my plates were expired, and they said they could not do it. I had to call another towing company and pay $80 and get my car towed. I have paid them $89 to start the coverage. I stopped my coverage October 24, 2015. They said they would give me my full refund. I have not received my check, and want my money back now.

Desired Settlement: I want my $89

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aaamissouri.com A refund of $89 was processed on 10/28/15 to the customer's credit card.

11/4/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They raised my insurance $55 for 6 months. I haven't had any tickets or accidents, or anything that should have caused this. When I called to find out why, I can't get an answer. I've been trying about a week to get an answer. Along with my bill, came credit reporting notice. They said the rate isn't the lowest based on my credit. My credit rating is 806. I have no outstanding bills and pay my bills on time every month. When I call, I just get a recording. I feel that if AAA is going to raise my rates that much, they should be able to tell me why. My agent couldn't tell me and the main office couldn't tell me.

Desired Settlement: I want an answer as to why they would raise my rate.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aaamissouri.com We apologize that this customer did not receive an answer when she questioned her insurance rate. Many factors, other than one's driving record and claims, go into an insurance rate. An Insurance Credit Score is one factor. However, this is not the same as a credit score used for obtaining loans, etc. We did recently have a rate increase which was filed with the Missouri Department of Insurance in this customer's area. This filing would cause an increase in insurance rates without any change in driving record.

10/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7-14-15 I called AAA Insurance and contracted with agent ******* *** for Auto and Homeowners Insurance. This complaint is only about Auto Insurance. $377 was withdrawn by AAA from my account on 7-17-15 for 6 months coverage of my 2010 Mercury Milan VIN # *****************. On 8-13-15 I received a letter saying that my auto insurance was cancelled because : Unable to verify one year continuous personal auto liability insurance coverage. This was wrong. Then I noticed that they said it was on my 2009 Mercury VIN # 3MEHMXXXXXRXXXXXX. ******* *** said that he had mixed up my auto with another that he was insuring. For weeks I tried to get verification that my car was insured. Finally I called ***** **** Insurance on 9-01-15 and changed my insurance to them. Finally on Sept. 4th AAA insurance sent me corrected information. However, they sent me a check for $292 in mid-August when they said that they were cancelling my auto insurance effective 9-16-15. I cancelled on 9-10-15. When I received the Automobile Declarations certificate and they had my car listed as a 2009 Mercury it had the premium listed as $341.00.I paid $377. I believe that my auto was never insured. Now they are sending me collection notices for $22. I paid $377 and when they cancelled me they sent me a check for only$292. My insurance with AAA was supposed to start on 8-1-15. I think that they owe me money. I refuse to pay the additional $22.

Desired Settlement: I want AAA to stop sending me bills and pay me what they owe me.

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aaamissouri.com Customer is correct that an error in the premium was made when policy cancellation occurred. Customer does not owe $22 as originally billed, but is actually due a refund of $16.62. This correction has been made to the policy and a refund is being processed. We apologize that this was not processed correctly by the agent. Initial Consumer Rebuttal /* (2000, 7, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's fair and I just want to be free from their company.

10/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/28/15, the contract was implemented by ***** **** on policy # AXXXXXXXX. I switched from liability to full coverage car insurance. We gave him a down payment of $262.50 and the bank withdraw would be $263 a month after that and that would be the only EFT bank withdrawn. On 9/16/15 they took out $263 plus 147.50 which was the additional amount. They debited a total $410.50. I went in the office to complain and they overdraft my account. I went to his office and he called the accounting department and they said this is a one time only fee. For What?

Desired Settlement: I want my $147.50 refunded to my account because they did not have permission or discuss this with me and the agent did not know what it was for. He could not explain the fee. They committed fraud and over drafted my account.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aaamissouri.com The insured contacted AAA on 8/28/15 and requested to add comp & collision coverage to her liability only vehicle. This change resulted in a prorated increase of $263.00 to add the coverage on the vehicle from 8/28/15 until the end of the policy term of 10/12/2015. At the time of the change, the insured was set up on EFT and was scheduled to have the normal premium payment draft in the amount of $147.50 on 9/12/15. Due to the change there was a pro-rorated increase to the premium which affected the insured's next draft amount. The next payment now included the $263.00 from the addition of coverage plus the existing $147.50 already scheduled to be paid equaling $410.50. This was explained by an agent when the change was requested as well as indicated in the amended declarations information mailed out on 8/31/15. The premium collected was correct for the coverage on the policy and no refund is due to the customer.

10/12/2015 Billing/Collection Issues
10/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was charged for driving 50001 plus miles a year when I was only driving 17386 miles from the time period of Jan 19 2013 until Dec 11 2014. Insurance company refused to change the mileage because I did not catch it in time. I had sent in my mileage as requested. Upon contacting the company I was told they could not adjust the premium in the middle of the policy period. I bought the caron 1/13/2013 and it had 52493 miles on it and on 12/11/14 it had 69879 miles and currently only has 76539 miles so how could I have driven it over 50000 miles a year?

Desired Settlement: I had the policy cancelled and they are still stating the policy was renewed in Feb 2015 and it was supposed to end in March 2015. They have sent the amount owed to a collection agency even after I have disputed the amount owed. My next step is to contact the state of Missouri division of insurance if this can not be resolved.

Business Response: The earned premium has been reviewed and there has been a reduction in the amount outstanding. Time period of March 15 2014 to March 15 2015 there was an overage charged due to inaccurate odometer readings provided by the Agency. The annual mileage has been manually corrected and results in a $90 reduction in premium for that time period. All terms prior to 2014 were rated accurately. The policy term 9-15-14 to 3-15-15 was cancelled insureds request as of 3-11-15. At the time of cancellation the insured was being billed for the February 2015 premium payment that had been returned insufficient funds. To date the February premium payment has not been satisfied. The outstanding earned premium owed has been reduced from $139.83 - $90 to $49.83. This is actual premium used for coverage provided. The collections department has been notified of the new earned premium amount. Any questions please feel free to contact the company directly.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had auto and home insurance and a AAA membership with agent **** ****** for over 7 years. My payments were current. I began in late March 2015 attempting to contact **** regarding selling our home and moving across the country. I left **** messages and sent emails in March, April, May and June. My husband also attempted to contact **** in May and June. **** was never available so we spoke with the admin in the local office. They were able to transfer us to an agent that cancelled our home insurance policy when we closed on June 11th and mailed us a refund for the rest of the year. At this time, I asked when we needed to update our auto policy expiring 8/31/2015. The agent said that we did not need to cancel the policy that we only needed to obtain coverage in CA prior to the expiration, which I did with a CA AAA agent. **** never returned any calls or email. Last week, **** emailed me that my policy was overdue. I informed him that we had moved and had new insurance which is why I did not renew my policy with him. **** emailed me again stating he needed my deck to cancel my policy. My policy expired 08/31/2015 so I cannot determine why he would need my current insurance to cancel an expired policy, but regardless I am pregnant and on bed rest and cannot send him any documentation for the foreseeable future. I am also not inclined to have further contact with someone who is only interested in speaking to me months after I contacted him for resolution because it is now affecting his bottom line. In short, **** is unresponsive and unreliable at best and a liar at worst. I would not recommend doing business with him in the future.

Desired Settlement: Our policy is expired. I want reassurance that **** did not take fraudulent action against my family to somehow make it appear that we renewed that policy and to impact our credit. I do not ever want **** to contact me again as I extremely dislike him and his attitude.

Business Response: Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@aaamissouri.com This issue has been resolved. A manager spoke to consumer on 9/22/15 and confirmed to her that the policy has been cancelled back to 9/1/15 and discussed her concerns regarding her agent.

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/26/15 I requested a service for a flat tire. The service person replaced the tire, and when I attempted to reinstall the original tire I was unable to remove one of the lug nuts on the tire he installed. During my attempt to remove the lug nut, I twisted the wheel stud off. I believe that he cross threaded the lug nut when he installed the spare tire. I believe that AAA should pay for replacing the stud and the lug nut. On 8/27/15 at 10:00 AM I spoke with ******* and filed a complaint. I was told that someone would respond right away. After 24 hours, I had not received a response, so on 8/28/15 at 10:45 AM I called again, and spoke with ********. She told me that she had noted on the complaint that I expected a call back, and that I would get a response within 48 hours of filing the complaint. I still have not received a call back. On 8/31/15 at 10:05 AM I spoke with ****** and asked to speak with the person who handles complaints. She told me she would connect me to that person. I was put on hold for 8 minutes, and then the call was disconnected. On 8/31/15 at 10:34 AM I emailed ************@AAAmissouri.com detailing the problem I was having. I received an email acknowledgement of receipt at 10:36 AM. I requested a response within 24 hours, but still have not heard back from them. AAA member #- XXX XXX XXXXXXXXXX

Desired Settlement: I want AAA to pay for the cost of replacing the Wheel stud and the lug nut.

Business Response: Final Consumer Response /* (2000, 7, 2015/09/08) */ I was contacted by AAA on 9/2/15, and they agreed to pay for the repair. the repair was completed on 9/8/15, and I was not billed for the work. ***** *****

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my homeowner's insurance through this company. I received a letter from my mortgage company stating that my insurance policy had expired. I contacted AAA they told me that I had cancelled my policy which I did not do. I made several attempts to find out how this would have happened but nobody has been helpful. I spoke to a AAA agent and they told me that they cancelled the policy because I didn't renew my membership. I then told the agent that I had not received any information on renewing a membership. I asked them where they had mailed this to and they told me that they had mailed it to the wrong address. This explains why I had no idea that my insurance had lapsed. They are unwilling to reinstate my insurance and they are unwilling to help me at all. Now I'm having to explain to other insurance companies why I apparently have been without homeowners insurance for almost a year now without my knowledge. Now I am going to have to pay extra to get homeowner coverage again. I feel like they should have to reinstate my policy since it was their negligence that caused my loss of coverage. Also when I started calling about this issue they kept passing me off to other people and not trying to resolve anything. I was told several times by different people that someone would call me back to resolve this but I have not received a single return phone call. Product_Or_Service: homeowners insurance policy Account_Number: Policy# XXXXXXXX

Desired Settlement: Reinstate my original homeowner's policy

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Contact Name and Title: ****** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaamissouri.com Customer spoke with a manager on August 5th regarding this complaint, and a refund was mailed to him on August 12th. It is noted in the membership that several calls were attempted to the member regarding the cancelled membership which would result in the non-renewal of the homeowners policy. Our guidelines read that a person who obtains an insurance policy with our company must be an active member of AAA and must maintain their membership in order to purchase and renew the insurance policy. This insured's policy was non-renewed because they were no longer an active member of AAA.

8/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My vehicle was damaged by an AAA customer, I filed a claim with ***** and he assured me my car rental would be covered while my vehicle was repaired. I picked up the rental car and after 2 days he stopped paying the rental company without notifying me. When I found out he said he needed the auto repair shop and he would continue to cover the rental. I gave him the information and he assured the rental would be covered until my car was returned. When the rental was returned I received a bill for 202 dollars. I called him again and was to it would be covered. That was on July 9th. Today on August 12th I received a bill for the car rental on my credit card account which was under dispute between me and the rental company, which my cardholder found in their favor because they never received a payment from the insurance company.

Desired Settlement: I would like the rental company to receive the balance of the car rental fee from the insurance company and my credit card charged removed.

Business Response: Initial Business Response /* (1000, 5, 2015/08/20) */ Contact Name and Title: ***** *********,Secretary Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com We had previously issued Mr. ***** a partial reimbursement for his out of pocket rental. On reviewing the file we agreed to issue the remainder of his out of pocket rental expenses in the amount of $22.54. A check in the amount of $180.32 was sent to Mr. ***** on August 13, 2015 and another check in the amount of $22.54 is being issued today. Unfortunately, we had to stop the direct bill of the rental as Mr. ***** refused to tell us where his vehicle was being repaired so we might monitor the repair progress. He eventually provided the information to us after several days and repeated attempts. We are glad that we were able to resolve this matter for Mr. *****. **** ********* Claims Unit Manager Office: XXX-XXX-XXXX, XXX-XXX-XXXX xXXXXXXX

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 7/23/2015, I MET WITH AGENT ***** ***** TO PAY DOWN PAYMENT AMOUNT FOR FULL COVERAGE AUTOMOBILE AND RENTAL INSURANCE. HE QUOTE ME THE $202.00 FOR AUTO AND 66.50 FOR RENTER'S INSURANCE. THE POLICY WAS CANCELED ON 7/30/15 DUE TO THE AGENT STATING THE UNDERWRITER STATED THAT I NEEDED TO PAY ADDITIONAL AMOUNT THAT WAS WAY TO HIGH FOR ME TO AFFORD. THEY HAVE REFUNDED MY MONEY FOR THE RENTER'S PART, BUT GIVING ME THE RUNAROUND FOR THE AUTO PART. I'M DISABLED AND IN GREAT NEED OF MY MONEY. PLEASE HELP! Product_Or_Service: 7/23/2015 Account_Number: AX-XXXXXX-X

Desired Settlement: REFUND ME MY MONEY!

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com On 7/23/15 we bound insurance coverage for this customer. During the underwriting process it was discovered that the customer had a single car at-fault accident that had been disclosed to us as not-at-fault during the quote process; therefore, her premium increased. Customer cancelled the policy on 7/30/15, and is responsible for the insurance coverage premium from 7/23/15 to 7/30/15. This is why no refund is due. A manager has explained to the customer that if she can submit documentation that she had insurance coverage elsewhere during this period, we can refund the money.

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contact AAA on June 9, 2015 for auto insurance for my daughter and I. Spoke with agent *** *** and was quote two separate policys. Both quotes was lower than my current company. I then agreed to the lower quoted policy with AAA. To find out 6 days later. My policy was being reviewed by underwriter and the policy is almost double. I inform *** I no longer want the services, and I was told that I would be due a refund minus the 6 days the policy was being reviewed. Leaving messages for the agent who never return my calls. I contact the manager ******* ******** who gave me the runaround for over a month. I waited for the refund and never received it. On July 27th she decided that I wasn't due a refund and that I owe a balance for higher policy. Which I did not agree to a higher quote. This is unacceptable for an insurance company can misquote a price and will not uphold their quotes. I will NEVER use nor recommend their services to anyone. I am aware of how insurance works and for the manager to tell me "what if" they had to pay a claim. So I'm saying you didn't pay any claims. The customers should not be at fault or suffer from the agent mistakes. And for the leadership to backup the wrong doings for their agents is ridiculous. AAA insurance is taking advantage of people by the misquoted policy's and change it with a higher price. And expecting the customers to pay. I'm now receiving collections notices for the balance. I ask the manager can this be waived and I was told "NO". I am not happy with the services and I request a apology letter stating how I was misquoted and I haven't received the letter yet. People need to be aware of the type of services AAA Insurance is offering. They may get an agent that is not aware of the procedures. That will cost a long drawn out disagreement. I ask for my calls to be pulled and monitor and the request lay on deaf ear. I do not feel nor think, both my daughter and I should have to pay the balance. Product_Or_Service: Auto Insurance policy Account_Number: AX-XXXXXX-X & ******

Desired Settlement: I feel that both my daughter and I are entitled to a refund from the first quoted policy. Which would not leave a balance due.

Business Response: Initial Business Response /* (1000, 5, 2015/08/12) */ Contact Name and Title: ******* ******** Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaamissouri.com The policy was originally written with an incorrect longevity with the customer's prior insurance carrier. When the shorter duration of prior coverage was found during the underwriting process, the premium was corrected. Policy quotes will occasionally change when information is discovered in underwriting information provided on an application. A manager explained the increase in premium to the customer, and the customer requested the policy be voided back to the inception date. Per our filings with the Missouri Department of Insurance, in order to void a policy, we need a declaration of coverage from another carrier showing she had insurance elsewhere during this time. The declaration page provided from ********e showed coverage beginning on 6/15. Therefore, we could cancel the policy effective that date. The amount the insured is being billed from our company for coverage we provided from 6/9 to 6/14. The manager also sent an email to the customer and her daughter apologizing for the error in the initial quote. Based on the Department of Insurance filings, we cannot waive insurance premium due for coverage afforded.

8/12/2015 Delivery Issues | Read Complaint Details
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Complaint: I have homeowners insurance with AAA Insurance Co with a $1,000 deductible. At some point, AAA increased the deductible to 1% and then raised it to 2% which came to about $7,700. I was not aware of this until I had hail damage. I called my insurance agent and he said he was not aware of this either. I would not have agreed to that deductible. I would have cancelled the policy.

Desired Settlement: I would like to have the $7,700 deductible refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com Attached are the documents that this customer received with their renewal notice in October 2014 regarding the 2% wind and hail deductible. Our filings with the Missouri Department of Insurance state that a 2% wind and hail deductible will be applied to all policies that do not have a valid automobile insurance policy with our company. A manager did speak with this customer and offered to resend all documentation, but he stated he did not want it. The claim was paid in accordance with our filings with the Missouri Department of Insurance, and we cannot refund any deductible.

8/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to Contact anyone that could process or send me a new membership card August 5, 2015 - I have not received a permanent membership card in the mail since joining in June. I contacted by phone several different numbers each time was directed to yet another office for AAA that was supposed to help me. No central system apparently. The web site is not available so I was unable to use that. I was instructed that the web site was having issues and would not be available until tomorrow. I have had good performance from the roadside assistance. Trying to get a membership card however is waty too difficult. **** D ****

Desired Settlement: I need a membership card. I suspect if I need roadside assistance without a card that will also fail.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com We are uncertain why this customer did not receive his membership card when he joined in June. Cards are normally received in 5 to 10 days after joining. A duplicate card was ordered for him on August 6th per his phone call on August 5th. On August 5th, AAA had a company-wide system outage, and this is the reason the duplicate card request could not be processed on that day. It was taken care of the next day when the system availability returned. We apologize for the inconvenience this customer had when attempting to obtain a replacement membership card.

8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I started a policy February 2015 with ******* ****** as my salesperson. I switched polices from USAA and ******* gave me a monthly premium of $185. When I come in for payment I was told the premium was $201.57. I asked about the increase and was told it was the underwriter. I needed the coverage and paid. Two months later I returned for another payment and it increased to $230. I canceld auto pay and it increased back to $230 and I agreed to pay it. Next I got a bill for $319 and when I called from Mr. ****** but he was not in. I went to the office and spoke to ***** and he apologized for the increase, but said I had to pay the new amount.. I was not notified. The underwrighter adjusted the premium. I checked w/other insurance companies and was told I have not had insurance for a year.

Desired Settlement: I want to know how my premium increased from 185 to 320 without anyone letting me know before hand. I would also like my rates consistant.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com A Regional Manager spoke with Mr. ****** on 8/5/15 regarding the changes in premium on his policy. The manager explained that the main reasons for the change in his premium was due to the insufficient funds in his account with one of his electronic funds payments. Therefore, the monthly payment went up due to one month's missed payment. The manager did apologize that the agent should have done a better job of communicating the premium changes with the customer, and was going to discuss with agent.

7/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: In our area we had several severe storms. One evening our roof began to leak as it was storming. We called our AAA insurance the very next morning, and while on the phone the lady said they had been getting several calls in our location for the severe storms. We then scheduled for them to come look at the roof, and meet with the roofer we were contracting to fix the problems. The gentelman came looked at the roof and took several pictures over a period of about 20 minutes. He than told me he would submit his report, and we would be getting a check to take care of the storm damages the following week. We waited an additional week, two more storms, and nights of a leaky roof only to get an email saying that the photographs that were taken were not clear enough and they needed to take some more. We were not thrilled with the time frame, but told that would be ok as long as we could get all of this hurried along. The following day we get notice that the second time they came out and looked at our roof they found it to be installation issues and not storm issues. I was very upset by the amount of time wasted first of all, and second the two obvious different opinions. I asked them to send a third person out to look at it, and they refused. I did receive copies of both reports, one which clearly states that the damage is due to storm, it list the damage, and the amount of the repair, as well as the amount we should receive after paying our deductable. The second report is completely different.//bluecomplaints.bbb.org/attachment/?c=XXXXXXXX Product_Or_Service: Home Owners Insurance Account_Number: *******

Desired Settlement: I would like for AAA Home insurance to stand by the original statement that the roof was damaged by the storm, and pay the amount listed in the report.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ Contact Name and Title: **** ********-Claims Mgr Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaamissouri.com Mr. ************ reported a claim to AAA on June 26, 2015 for interior water damage to his home. The first adjuster inspected his home on July 2, 2015 and a second adjuster reinspected the home on July 10, 2015. Both adjusters' who inspected Mr. Gutternfelder's roof found minimal wind damage with the repair costs being below his $1,000 deductible. The adjusters did find installation issues along with wear and tear issues to the roofing shingles which are not covered by his policy. The interior water damage was also not covered by his policy as neither adjuster was able to find an opening in the roof from wind or hail above the area where the roof is leaking. Mr. ************'s policy has an exclusion for interior water damage if there is no opening first created by wind or hail that allowed the water to leak into the house. AAA feels the claim has been handled properly. The minor damage that was covered by the policy was estimated to cost $321.60 to repair which is below Mr. ************'s $1,000 deductible. The other issues with the roof and the interior water damage are not covered by his Premier homeowner policy.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: my wife and i switched insurance companys and when we bought our new house and turned our old house into a rental property. AAA did not refund our $ my wife and i switched insurance companys and when we bought our new house and turned our old house into a rental property. AAA did not cancel our old homeowners when we called and cancelled everything else. We had already purchased a landlord policy, for our old home through a competitor. AAA still billed our escrow account and never sent us a notice that they did so. In return for the whole year we had a homeowners policy(which was incorrect) and a land lords policy on the home. so AAA had duplicate coverage on my rental property which is illegal. I would like my premium returned in full and for AAA to cover each month i am short on escrow because of this. It has now raised may payment by 150 a month.

Desired Settlement: I want my premium refunded in full and any overages on my escrow account paid for.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com In order to investigate this complaint, the customer needs to provide the Policy number in question, including the address of the property and the official name of the named insured. We cannot locate a policy based on the name and address provided in this complaint, but assume this is a new address. Initial Consumer Rebuttal /* (3000, 9, 2015/07/10) */ My wife's name is ******* *******, you may find it under her maiden name of ******* ******** The address is **** ***** ***** *** ***** ***** *** XXXXX. Also we have already provided AAA with supporting documentation, i.e. deceleration page from the same time period of another company that provided us with insurance. AAA policy number was pX-XXXXXX-X Final Business Response /* (1000, 15, 2015/07/20) */ AAA insured this property from April 17, 2012 until January 28. 2015. During this time we were unaware nor notified by the insured there was other coverage on this property until 5/18/15. We were advised at that time that the property was being rented out and coverage was with another company effective 5/1/14. Also, the AAA policy is in the name of ******* ******* and the other policy is in the name of ***** *******. Since we were unaware she was married, rented out this property, or insured the property with a different company under her husband's name, we provided coverage on the home during this time frame. Should a claim have occurred, we would have provided coverage. Therefore, since the insurance was active, no refund is due.

7/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a battery from AAA in June 2014 and they will not honor their three year free replacement warranty. The battery has a dead cell. Product_Or_Service: Automobile battery

Desired Settlement: Please replace the bad battery with a good battery

Business Response: Initial Business Response /* (1000, 5, 2015/07/10) */ Contact Name and Title: ***** ***** Group Manager Contact Phone: XXX-XXX-XXXX x **** Contact Email: ***********@aaamissouri.com On July 1st, 2014 Mr. ****** called AAA for road service. When the technician arrived he failed to notice that the vehicle did not have current license / registration which is required for a road service call. During the course of diagnosing the vehicle it was determined that the battery was bad and needed to be replace. Mr. ****** agreed to purchase a battery from AAA. The battery subsequently became discharged, possibly from not being driven and Mr. ****** called back in for service. He was informed that if it didn't have valid plates on it the call would not be covered. After several calls AAA agreed to come out and pick up the battery so it could be recharged and tested. The local AAA service was on their way to pick up the battery and someone from the ********* called to cancel the call and stated they would "keep the battery as evidence". The battery is still within the warranty period and AAA would gladly charge and retest the battery if Mr. ****** would bring it to the shop or pay for the service call to pick it up since the unlicensed vehicle is not covered for road service. Once the battery is properly recharged and tested, AAA would replace the battery if it is found to be defective. Technically, the battery is not covered because the vehicle is not driven enough (or at all) to keep the battery properly charged. AAA has agreed to make an exception and warranty the battery If it is defective.

7/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Company continued to charge me after I cancelled plan in 2012. I had a membership plan in 2011 which was for 14 months. Did not use the service so I canceled the plan. Was charged in 2012 which I disputed with the credit card company in 2012 and had the charges reversed. Called AAA and cancelled plan again. Just received a notice in 2015 to update my cc information and discovered they charged me again in 2013 ($77) and 2014 ($77). Called AAA again and they said they could only credit back $38.50

Desired Settlement: $77 refund for 2013 and $38.50 for 2014.

Business Response: Initial Business Response /* (1000, 5, 2015/05/11) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com We do not have record of this customer previously canceling the membership; however, on 5/15/15 we did process the request and issued two refunds to the customer's credit card one for $77 and one for $38.50. Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I originally called AAA they indicated that they cancelled my plan immediately and could only credit me $38.50 which they said they were doing on that date. This is why I asked for $38.50 (half of the remaining payment) and $77 through my complaint with the BBB. The original $38.50 has not been credited, although the other amounts of $38.50 and $77 have. I am still due an amount of $38.50 Final Business Response /* (1000, 12, 2015/07/08) */ 7/08/2015: We refunded the other $38.50 on May 15th. He has now been refunded the full $77.00 for each year.

7/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I recently had a credit check on myself and it was revealed there was a $811 collection from AAA/AMCO.I called AAA Insurance because that was the coverage I had in 2012. I cancelled my policy 06/21/2012 due to finding cheaper Insurance. My agent at the time ***** ******* informed me that I would not be a problem considering they (AAA) couldn't match the competitors price. However I received a cancellation fee. I paid the cancellation fee in 03/2013 in order to start a new policy with AAA. AAA is informing me that the balance due of $811 is correct for policy number AXXXXXXXX. I spoke with ******** @ AAA and she stated that I would not have been able to start a new policy without the old one being paid. I was directed to collections and spoke with ****** ******* who didn't care just said I need to pay the money. No way no how No insurance company would let you get another policy without paying off the past due balance on the old policy. The original policy dated 03/01/2012 stating I have a $811.45 balance is AXXXXXXXX The policy after that dated 03/28/2013 that I started after I paid the balance in cash w/ my agent AXXXXXXXX Account_Number: aXXXXXXXX/ aXXXXXXXX

Desired Settlement: I would like the bill adjusted as well as correction to my credit report.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com The $811 which was turned over to collections is a combination of earned premium due on the original policy cancellation in 2012 and previous insufficient funds checks received from the customer. In March 2013, the customer attempted to obtain insurance again through our company. When the policy was submitted to Underwriting, a rewrite was not allowed due to the outstanding balance of $811. According to our records, this balance has not been paid.

6/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have an issue with an amount which has appeared on my credit. This amount was paid over a year ago however, the amount appears as still being owed. In addition my issue with the customer service which caused my insurance to lapse was the incorrect banking was set up for auto withdrawl. Which caused me to be charged multiple late fees and etc. After the incident with the incorrect banking being established. I encountered horrible customer service with the reps which i contact to have issue resolved.

Desired Settlement: I would love a refund, per the funds where withdrawn after my insurance was cancelled without a notification being sent to me. In addition i was still sent an additional bill of $67. which i paid to have the issue cleared.

Business Response: Initial Business Response /* (1000, 7, 2015/06/10) */ AAA appreciates the fact that this prior insured allowed us to service her insurance needs. As acknowledged in the complaint, the insured acquired fees due to her insurance payment not clearing her banking account. Her policy cancelled as of 1/27/2013 due to non-payment and resulted in an earned premium amount of $67.00 for the insurance she received up to that point. The insured contacted us on 2/4/13 regarding a possible reinstatement. She was made aware at that time that we were unable to reinstate her policy and she would need to take care of her remaining balance. The insured had a total of 6 conversations in February regarding the earned premium and possible reinstatement. It was clarified during those conversations that we were not able to reinstate her policy due to the non-payment of premium and that she would need to take care of the outstanding earned premium bill of $67 for coverage provided.

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Dear ******* & *******: I have tried several times to have this charge of $52.00 reversed (settlement offer of $41.60). This will be be my final attempt to request that this harassment stop. AAA of St. Louis is trying to collect debt for coverage that was never in place. I am very disappointed with the lack of communication, level of service, and dishonest business practices of this branch. I had requested a quote for homeowners insurance. At that same time, we renewed our AAA membership and truck insurance (this was a Thursday). I never received a formal quote for the homeowners insurance. On Monday, I called the agent to let her know we would not need the insurance (my husband had already obtained it from another company). Later, I was surprised to receive a bill for the homeowners insurance. I called and requested that this be waived, since we had cancelled/stopped the insurance before it even went into effect. I will never pay this "settlement offer" and want the charges dropped. I had been a member of AAA in Michigan for years and loved them. Unfortunately, not so with this branch ad won't hesitate to tell others of this poor service.

Desired Settlement: I will never pay this "settlement offer" and want the charges dropped.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com The homeowner policy in question was originally written effective 10/31/13 and was set to non-renew on 10/31/14 due to the customer not maintaining a AAA membership as required. On 11/14/14, the customer called to reactivate the home and auto policies, purchased the required membership and signed a reinstatement form for no lapse of coverage as of 10/31/14. This put the policy back in force as of the renewal date of 10/31/14. On 11/21/14, AAA received an email from the customer to cancel the policy effective 11/21/14. The $52 bill is for coverage between 10/31/14 and 11/21/14. Customer questioned the $52 bill and was told that if she would provide proof of other home coverage she had on her property for that time period, the cancellation date could be revised to 10/31/14. No documentation was ever received. In response to a letter received from the customer on 6/3/15 questioning the $52, we have sent the customer a letter again explaining this charge, and also included a postage-paid envelope to send us proof of other insurance coverage for the 10/31/14-11/21/14 time period. Once we receive this documentation, we can remove the $52 due which has since gone to Collections.

5/25/2015 Delivery Issues | Read Complaint Details
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Complaint: I called for AAA service -locked keys in car. They told me that my membership had expired in 2008. I called the Mission Ks. office at least 3 times trying to get them to help me. I called the 1-800 number twice! They never asked my phone number, just my name. My AAA I.D. card was locked up in my car with my purse and phone. I was using someone else's phone! When I finally got home-called the 1-800 number, they found me right away, because I was on my own phone then! They never asked me if they could call another company to help me, never asked if I was in a safe place - nothing. I filed a complaint with AAA that day. 4 days later I get a call, which they left a message on my phone. Told me if I had to pay another service to help me, they would work with reimbursing me for that, to call them back - but they did not even leave a number to call back! It showed "unknown" on my phone! Her name was *********! That's all I got. I am really upset over this. As it was, I was in a safe place with friends and my husband finally drove 45 miles to bring another key. It could have ended a lot worse! But why didn't they ask more questions to identify me, or at least ask if I was safe or needed further help!? My account is active, Dec. 31, 2015. I want reimbursed for 1/2 of the rate I paid for this years service, applied to next years renewal! If not, I will not renew, and I've been with them over 15 years, and used it 3 times! Thank you. Product_Or_Service: Auto Club Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: 1/2 of my annual subscription rate applied to next years' annual renewal!

Business Response: Initial Business Response /* (1000, 5, 2015/05/19) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com AAA spoke to this member on 5/13/15 regarding this issue. Due to the problems she encountered obtaining service, we have given her a $45 credit towards her membership renewal. Member was satisfied with this resolution.

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been a member for less than a year and received a bill in March for a charge that did not indicate what it was for. I am not familiar with the service the charge is for and asked for some type of verification, but nothing could be provided. Member #XXXXXXXXX

Desired Settlement: I want some type proof of the service before I pay the charge.

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com AAA members are allowed four road service calls per year. The bill he received was for his fifth service call. This member contacted us on May 6th for more details regarding his fifth ERS call. On May 7th a Call Detail Report was sent to the member breaking down the charges. A copy of this documentation is attached. Below is a list of service usage: Call Date Call Type 04/28/14 Key 05/26/14 Key 06/02/14 Tow 06/17/14 Key 11/25/14 Tow Also attached is a copy of the Alert Letter sent to this member on July 3, 2014 after his third road service call reminding him of his four call limit. As stated above, we have already provided the member with the proof of service requested.

5/13/2015 Delivery Issues | Read Complaint Details
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Complaint: Since 2008, I have been told by several AAA Policy Agents to buy AAA Life Insurance and AAA Renter's Insurance to receive a discount on my AAA Auto insurance. Today, on 5-4-2015, I was told by another AAA policy agent that absolutely no discount has been applied to my car insurance for buying AAA Whole Life Insurance and AAA Renter's Insurance products. Product_Or_Service: Car insurance Account_Number: AX-XXXXXX

Desired Settlement: I am requesting an insurance audit to prove if I should have receive a discount for buying and bundling products from AAA. Since I have been told by several AAA policy agents to buy AAA products to receive a car insurance discount. Thanks, ****** ********

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com This complaint has already been researched and the customer has been sent a response with the findings. Customer did receive an auto/home discount on her auto policy the entire time that she had an active renter's policy with AAA. While we are filed with the Kansas Department of Insurance to offer a discount on specific types of AAA life policies, the whole life policy this customer carries does not qualify for a discount based on these DOI filings.

5/7/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was a long standing customer of AAA auto insurance. They have always been good to me and discussed any small adjustment to my policy. However when I asked to temporarily put my son on my policy, they added 313$ to my policy without my consent, and simultaneously said they didn't want to insure my son. So I told him not to drive the car. A. They inconvenienced me by leading me to believe my son wasn't coveredB. They billed me without my consent.I didn't pay the bill and when I called to complain they said pay today or you're cancelled. So I let it lapse and got new insurance.I should not owe them anything since I left AAA and moved to another carrier over this whole thing.They keep sending me a bill for $313. and never acknowledge my complaint, though I've complained on the phone and in emails.What can I do about this? Product_Or_Service: auto insurance Account_Number: AXXXXXXXX

Desired Settlement: I would like them to cancel the bill for $313 completely and stop sending me bills.

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Contact Name and Title: **** ******* Manager Contact Phone: XXX XXX XXXX Contact Email: ***********@aaamissouri.com AAA does appreciate the seven years this prior insured had allowed us to service his insurance needs. As acknowledged in his complaint, the insured asked to have his son added to the policy. This was done at his request after he provided all of the needed information such as Name, Drivers License, Date of Birth and Social Security Number for his son. The addition of the son did substantially increase the rate during the term. The increase was due to the son having three at fault accidents and 2 speeding tickets within the last three years. This mid-term increase in premium was explained to our insured. It was also explained in a subsequent conversation, the sons' driving history did not meet our guidelines for coverage. It was further explained AAA would not potentially renew the policy unless the son was removed and excluded from coverage. Insured chose the option to exclude the son from the policy which would reduce the premium and meet the guidelines for a future renewal. The proper exclusion form was sent to the insured to remove the son and exclude coverage. The exclusion form was mailed a subsequent time after never being returned. There were a total of four conversations with this insured regarding his son, his increase in premium and the insureds failure to return the exclusion to remove the son. This policy cancelled for nonpayment of premium on October 18, 2014, the outstanding earned premium is $313 for coverage provided.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: AAA homeowners policy PXXXXXXXX - AAA billed my mortgage co who paid the annual premium on 02/16. AAA also billed me. I paid the full annual premium of $736 on 02/25.3/09 - I realized the premium had been paid twice, mortgage co called AAA who said I would need to talk to the local office and have a refund issued.03/10 - went to local AAA office, talked to **** ****** who told me a check was cut and mailed 03/05.03/18 - Still no check received. Was at AAA HQ on Watson Rd, talked to an agent there. She called another office and relayed - the check has not been mailed. It has been cut, and is due to be mailed 03/26. She advised there is always a 15 day hold on refund checks, this is their policy and they do it all the time.With mailing time that makes it over six weeks to get a refund. Since my mortgage co had already paid, they should have never taken my payment.I feel like I'm getting the run around, and am skeptical that a check has been cut and will be mailed.It is rather unethical to hold a refund check for 15 days because "that is our policy." Product_Or_Service: Insurance Account_Number: PXXXXXXXX

Desired Settlement: Please help me to obtain a full refund of $736 that I paid AAA.

Business Response: Initial Business Response /* (1000, 7, 2015/04/15) */ This customer's refund was released and mailed on 3/25/15. Mortgage company paid premium on 3/5/15. There is a 15 business day waiting period for refunds to ensure payments have cleared the bank. Until this payment had cleared, we could not release the refund to the insured.

4/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Invoiced for and increase in home owners insurance due to loss of multi-policy discount, after being told that it would not happen until renewal. AAA membership # XXXXXXXXXXXXXXXX Back in February, approximately 12th or 13th, I changed my auto and home owners insurance to a different company. I then called to cancel AAA. The next day I called AAA again to ask when my home owners rate would increase since I would be losing the multi-policy discount. I was told that it would not increase until renewal time. With that news, I decided to keep my AAA home owners in force and called the other company back and told them that I was staying with AAA on my house until renewal time. I asked the other company to remove the home owners policy until a later date. Yesterday 3/26/2015 I received an invoice in the mail for $172.00 from AAA, that was being billed to my mortgage company for payment of a premium increase. When I called to question AAA about the invoice, I was told it was because I no longer had the multi-policy discount. When I explained what I was told and why I stayed with AAA, I was offered an apology and told that I was misinformed. Why did it take a month and a half for AAA to inform me of this, in writing on 3/26/15, followed by a phone call on 3/27/15? I lost my agent several years ago and was forced to use the call center, which is so impersonal. Obviously, if you don't take a name you aren't able to play the blame game, since I am always asked, "who did you talk to". If I had an agent, this wouldn't be a problem in the first place.

Desired Settlement: I am seeking to have this additional premium removed. If my mortgage company has already paid the invoice, I would like my mortgage company reimbursed. If that is not possible, I would like a refund.

Business Response: Initial Business Response /* (1000, 5, 2015/04/10) */ We are sorry to hear that you have decided to place your insurance elsewhere and thank you for your tenure with AAA. AAA does offer a multi-policy discount for carrying more than one insurance product. It is our business practice to remove the discount when it no longer applies. The removal of the discount does not occur immediately it systematically waits 30 days before processing to the allow for a possible reinstatement on the cancelled account. We do apologize if there was a misstatement made regarding a change in discount only applying at renewal, this is not our business practice. The premium being billed to your mortgage company has not been paid as of today and is unable to be waived.

3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My insurance premium is due February 15, 2015 for my normal ($81) and annual ($79) fee. I went to the **** ******* **** location February 13th and paid with 2 $100 bills. I received a bill for premiums and I called to explain that I already paid. I was asked for a receipt, but I could not find it.

Desired Settlement: Although I paid, I am willing to accept half of the responsibility for loosing my receipt. I would like to pay half of my normal fee - $40.50.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com This matter has been previously investigated. Customer's monthly insurance payment is $78.20 and his yearly membership fee is $81. Our records indicate that the insurance payment of $78.20 was made on 2/12/2015. A copy of the cash receipt is attached for that amount. Our records do not show that a payment was made on his annual membership, nor can the customer produce a receipt. The office manager investigated and the balance sheet for that day does not reflect an $81 payment. The customer was informed that without a receipt, we cannot credit his account.

3/3/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I called to have my 1955 Ford Victoria Fairlane towed to a shop March 2014 to have a part removed and a kit installed. The tow driver improperly hooked up my car and as he was hooking it up I was telling him of the problem, but he continued. After he pulled off you could see my car being dragged sideways. I followed the tow to the repair shop and called AAA in route to explain what was happening. After I got it back from the shop on the way home I noticed the wheels jumping around. After arriving home I looked under it and saw both control arms were pulled from the mount. I called AAA and let them know about the problem and was told to take pictures of the damage. I sent pictures and AAA responded stating the bushings were dry rotted and they would not repair the damage.

Desired Settlement: I had the damage repaired and would like to be reimbursed - $900.

Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ Contact Name and Title: ***** *****, Admin. Asst Contact Phone: XXX-XXX-XXXX, ****** Contact Email: ***********@aaamissouri.com Re: Case ********* ****** **** To Whom It May Concern Our records show that on March 3, 2014, Mr. **** contacted the Automobile Club of Missouri (Auto Club) to request towing service on his 1955 Ford Victoria Fairlane. The tow was completed at 2:03pm. At 6:29pm that same day, Mr. **** contacted us to register a complaint, stating that the technician improperly loaded his vehicle, and damaged the suspension. Since March 3, 2014 there have been a number of conversations between Mr. **** and local St. Louis Fleet Management to discuss his claim, as well as numerous requests for copies of his estimates from a reputable repair shop itemizing the specific components that he reportedly were damaged by the service vehicle. Those receipts were not provided, so we sent an experienced technician with extensive experience in automotive repair to take photographs of the alleged damage of the subject vehicle in an attempt to resolve this matter. We reviewed the service call with our technician, analyzed all photos, and discussed the claim with several automotive professionals experienced in both towing and automotive service. Based on the results of our investigation, Mr. ****'s claim was denied pending additional documentation such as the requested estimates. The issues Mr. **** is having with his Vehicle are consistent with what would be considered normal deterioration from regular wear and tear on a 60 year old vehicle. It is evident that he takes take great pride in his classic Fairlane, as does the Auto Club with every service call we run. Regretfully, we have been unable to come to a resolution that meets with his satisfaction. If further evidence is presented that would be consistent with a component damaged by negligence, rather than from normal deterioration, we have advised Mr. **** that the Auto Club would certainly be open to discussing this matter further.

2/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was shopping for new car insurance around last month and this company quoted me at a decent price. I was quoted $154 and I signed the paperwork for my premium. As soon as I signed the paperwork, I checked my billing and they raised my amount to $217 which was not what they quoted me at. I talked to the rep who handled my quote and she told me she was sorry but was not able to help me. I had already signed up to make $154 payments and they signed me up for way more.

Desired Settlement: I would just like them to honor the original quote.

Business Response: Initial Business Response /* (1000, 5, 2015/02/13) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX During the underwriting of this customer's policy, it was discovered that there was an undisclosed chargeable accident which increased the premium from the original quote. The six-month premium for this policy is a total of $959. Customer made an initial payment when the policy was written of $109.80. The payment plan she chose is the five (5)-pay plan where she receives a bill each month and it includes a $4 service charge. Due to the first payment being short by $82, that amount was divided evenly among the remaining four (4) payments adding $20.50 to each payment, making it $212.30 plus the $4 service charge. If the customer had chosen to pay via electronic funds transfer (EFT), there would not be a service charge and payments are divided equally over six (6) months ($159.80 per month). The total premium is the same with both payment plans except for the added $4 service charge for choosing to have a bill mailed each month. If the customer wishes to discuss or change billing options, she may contact her agent directly. However, the auto policy has been correctly rate based on our underwriting criteria.

2/12/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I had a burn in my carpet dining room carpet caused by a candle. I had a carpet company come out and give me an estimate of what it would be to repair or replace. As the carpet is 11 yrs+ he wasn't happy with repairing and said it would be an idea to have the insurance Company come out and inspect. The cost of the dining room carpet alone wasn't as much as my deductible, but he said that because the carpet matched the house throughout, the insurance Company may replace it all, This this info was also confirmed by my. insurance Agent.I had a claims rep come out to assess, he did however confirm that they would not be able to replace the entire carpet as it didn't flow through out the house. I discussed with him that i had a replacement quote and that i probably would go ahead with the claim. H said that he could send a sample of the carpet to be assessed anyway and that if we didn't go ahead with it i could just call to cancel and that it would go through as a claim without payment. I had a tiny sample if carpet which i had lying around which i offered him. He said he needed a larger area an d asked if he could take from a corner. I remember him saying that it could be replaced and you would never tell that it had been removed. I received an email stating that the carpet replacement would be $20 higher than my deductible, I called to say i didn't want to proceed with the claim and that could i get the sample of carpet returned as im not in a position to replace the whole thing at this moment. I was told that the carpet is sent off to a lab and that they are not returned, and was told that there was a misunderstanding, which i know for a fact there wasn't. I had my Agent call to see if he could help, and he said he didn't get any where and suggested i go to a small claims court, and he would look at alternative insurers as her was having multiple problems with AAA. I thought that i would file a complaint through yourselves first before i take that action.This was not a miscommunication. Product_Or_Service: carpet

Desired Settlement: I feel that this area of carpet should be replaced or repaired.

Business Response: Initial Business Response /* (1000, 5, 2015/02/06) */ Contact Name and Title: **** ******** Contact Phone: XXX-XXX-XXXX Contact Email: ****************@aaamissouri.com Mrs. **** reported a claim to AAA on December 17, 2014 for damage to her dining room carpet from candle wax which fell on the carpet. AAA adjuster **** ***** inspected Mrs. ****'s carpet damage on December 18, 2014 and took a sample of the carpet and pad so he could accurately estimate the replacement value of the carpet and pad. The adjuster had the carpet and pad sent to an independent lab, ***** to determine the exact quality of both. AAA adjuster **** ***** received the report from **** and completed his estimate to replace the carpet and pad in Mrs. ****'s dining room. The repair estimate totaled $1,099.29 and Mrs. **** has a $1,000 deductible on her policy. AAA adjuster ***** ****** called Mrs. **** on January 6, 2015 and advised her that a payment would be issued to Mrs. **** for $99.29. Mrs. **** decided to cancel the claim and to repair her carpet. Mrs. **** requested that the piece of carpet that was removed from her home be returned so she could have the carpet repaired. AAA advised Mrs. **** that the lab where the carpet and pad were sent does not save the sample after it is sent to them and, therefore, we could not return it to her. Since Mrs. **** decided not to go through with the claim and we cannot return the carpet sample that was removed, AAA agreed to pay for 50% of the carpet replacement as an expense and waive Mrs. ****'s $1,000 deductible on the claim. Sincerely, ***** **** Vice President Insurance Claims

2/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Everytime I have made a service call to AAA it has taken over an hour for someone to show up. Not only was this the case with my most recent service call but the despatch person was given the wrong information and had to drive all the way back to his shop and come back. When I called to complain the lady I spoke with was very rude and put me on hold then transfered me without my knowledge. Product_Or_Service: AAA Membership Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: I would like a full refund of my $58 membership.

Business Response: Initial Business Response /* (1000, 7, 2015/02/05) */ Ms. **** placed a request for lock out service on January 16, 2015. While recording the request, our counselor selected the trouble code for a tire change in error. The estimated wait time for service was within 60 minutes. The request was dispatched to the nearest contracted facility, who responded within that estimate. However, when the service truck arrived, the technician learned that Ms. **** required a lockout, not a tire change. Regrettably he had responded to her location without lockout tools, which are required standard equipment, so he had to return to his station to pick up the proper tools. Ms. **** later called to cancel her membership as a result of the experience. As she explained what had happened, the counselor pulled up her service request to see if she could determine what had caused the delay. Rather that apologizing, and recording the complaint in our member comment system for investigation, the counselor transferred Ms. **** to her supervisor. The supervisor apologized, and advised that the call would not be counted against her membership entitlements due to our delay. This incident has been reviewed with the employees involved to prevent similar errors, and also with the contractor that responded to Ms. ****'s request without proper equipment. Additionally, the contractor has been provided with new communication equipment that will allow them to improve their response time. Once our investigation was complete, Ms. **** was contacted by a manager, who explained what happened to cause the service delay. As an additional goodwill gesture we are providing a full refund of Ms. ****'s membership dues for the current year May, 2014 - May, 2015, while keeping the membership active at our expense. An apology letter will be mailed out to the member today.

2/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There are several complaints I want to file with AAA insurance. I was involved in an accident where one of the insurance hit the back of my car, this accident was on 12/23/2014. That night I called AAA 24 hour claims department to file a claim the representative I spoke with told me that she filled out some form for the claim and no claim number was available at the time. She told me that due to the holiday I should hear back from an adjuster the following week with my claim number and would help set up an appointment for the repairs. I waited until the following week and still no call. Two weeks later on Monday I called AAA back and they told me there was no claim on file and that I have to start the claim for the repairs. Frustrated I started the claim then I asked to speak to a supervisor regarding this issue. There was no response so I left a voicemail (to this day I still did not receive a response from a supervisor regarding my complaint.) Finally I received a call from ******* an adjustor working my claim. ******* set up for me to go to ****** auto body shop and told me I would receive a rental while I was there. I dropped my car off on 01/20/2015 for repairs almost 1 month after the accident; once at ****** Auto Body I was told that AAA Insurance sent over my paperwork with the wrong name and that it could not be corrected however it should not cause a problem. Today 01/22/2015 I receive a call from ******* stating there is no record of whites auto body receiving my car and I would have to return the rental( Even though I just received a confirmation that my car is there and being worked on by ****** Auto body.) when I called ******* to confirm my car is in fact there she did not answer.

Desired Settlement: I would like for this issue to be handled with AAA Insurance and possibly reimbursed for not only the Gas used to handle this issue but anything else they would feel would be relevant to this complaint.

Business Response: Initial Business Response /* (1000, 5, 2015/02/05) */ Contact Name and Title: ***** ***** Contact Phone: X-XXX-XXX-XXXX Contact Email: ******@aaamissouri.com Our initial report of the claim came from our Insured who reported the claim to us online on December 23, 2014. The claim was assigned to claims representative ******* ******* Unfortunately, the claim did not contain any contact information for Ms. *****. ******* ordered the police report in an effort to secure her information. On December 31, ******* received her contact information which she had given in her initial call to us on December 23. The information given to ******* indicated that her name was ****** ******* Her information was sent to ******* after she had left for the day and our office was closed on January 1st. ******* called Ms. ***** on January 2, 2015 at 10:30AM and left a message. ******* then spoke with Ms. ***** on January 8 and sent an assignment to ***** Auto Body. The shop received the assignment under the incorrect name, ****** ******* That contributed to the confusion as the shop was unable to match the vehicle assignment to the actual vehicle that was dropped off as they were under different names. Once the issue was resolved, we contacted Enterprise and authorized the rental to continue without any interruption while the repairs were being completed. Auto Club is handling the damages to Ms. *****' vehicle and providing a rental while her vehicle is being repaired. All issues/concerns have been resolved prior to her complaint filed with the BBB. Sincerely, ***** R. **** Vice President Insurance Claims Initial Consumer Rebuttal /* (3000, 7, 2015/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the initial claim was filed all contact information was given to the representative on December 23rd. At that time I was told I would receive a call within 1 week after the initial claim was filed. I did not receive a claim number at the time of the original call then when I called back on January 1st and I was told there is no record of a call made on the 23rd nor was there any record of me calling in. I then had to start a new claim. Being frustrated i asked for a supervisor and was transferred to a supervisor's voice mail, a message was left and a call back was never received. This experience was horrible.I would strongly suggest that no one deal with AAA claims unless you have to. When dealing with AAA make sure to get the claim number and the representative name.

2/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are petitioning against AAA insurance for denial of claim on a roof loss. We had sustained damage in the following documented storms in 2014:1. April 3rd2.May 15th3.June 7th4. Sept 9th-(this storm started on our street and was documented by the National weather service with an EF rating).This last one caused us concern as huge trees were uprooted across the street and fence and siding was missing in the immediate area.We contacted our insurance agent of record and they opened a claim and contacted a local roofing company on our behalf.The roofing company came and and documented the roof and gave a complete loss total. This was followed up by an adjuster representing AAA insurance and filed their report stating there was a "repair" and could be completed with a tar bucket.The insurance agent called the local roofing company again and stated the claim made by AAA. They sent another estimator out and completed documented the roof with damage pictures that were drawn with chalk out line and other items that showed the referenced area and asked that AAA insurance sent an adjuster out to meet with the roofer to identify the differences in the reports.AAA insurance sent an adjuster out with out meeting with the roofer. That one denied it also.The first AAA adjuster came out when we were not home so we don't know if they got on the roof because that day was raining and no pictures were taken.The unfortunate situation in this as we work to keep our investment current, 3 of our next door neighbors have/under contract to get new roofs. A neighbor across the street is getting measured and 7 houses in the adjoining neighborhood have had 7 completed, yet we are denied.We don't believe AAA Home Insurance is in acting good faith because of the facts as we have laid them out. We have also notified the insurance commission asking for an investigation.

Desired Settlement: We want AAA home insurance to honor their policy and replace the roof.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Contact Name and Title: **** ******** Contact Phone: XXX-XXX-XXXX Contact Email: ****************@aaamissouri.com Mr. ********'s reported a claim to AAA on October 7, 2014 for wind and hail damage to his home. AAA has had two adjusters inspect his home for damages in October and November of 2014.. Both adjusters were only able to find several shingles which has blown up and minor hail damage to the soft metal vents on the roof and the front gutters. The damages both adjusters found were under the ********'s $1,000 deductible. Both adjusters who inspected the ********'s roof did find evidence of blistering to the roofing shingles and installation issues which are not covered by the policy. AAA has estimated all of the damages we can relate to wind and hail damage and the damages do not exceed the ********'s homeowner policy deductible of $1,000. It is AAA's position that this claim has been fairly evaluated. Sincerely, ***** ** **** Vice President, Insurance Claims

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Approximately 2 years ago I had a policy with AAA. This morning I went to check my credit report as I do each month and found that they had posted a derogatory charge on my credit report without contacting me about it first. The charge was for $123 which I have no clue what it was from. I have never one time been contacted by them about this charge; the first time I ever learned anything about it was when they posted it on my credit report. I've had the same phone number for over 10 years; it would have literally taken one phone call to clear this up; instead they posted it on my credit report as a way of letting me know. It is mind blowing to me that they did not contact me first. I haven't missed a payment on anything in over 6 years; there's no way that I would have let something like this hit my credit report. I am also an insurance agent licensed in 20 states; I'm in the process of getting licensed in other states as well. I also am in the process of getting appointed with numerous insurance carriers; however, many carriers won't allow me to if I owe an insurance company money. I would have not in a million years let something like this hit my credit report before paying it; especially since I'm an insurance agent trying to get appointed with other insurance companies. I do not know what the charge is for nor do I know why they waited two years to send it to a collection agency. I also do not know why the collection agency would have not contacted me before posting it on my credit report (again, my phone number has been the same for 10 years! One phone call is all it would have taken!) Please take this charge off my credit report immediately!!!

Desired Settlement: Please take this charge off of my credit report immediately (and with all three reporting agencies). The address AAA would have on file would probably be either **** ********** ***** **** ****** AR XXXXX or **** **** ****** **** ****** AR XXXXX. I do not remember the address I was living at when I had AAA but it probably would have been either one of them. Please find my account, remove the charge, and then remove it from my credit reports. Thank you.

Business Response: Initial Business Response /* (1000, 7, 2015/01/06) */ The amount that was turned over to the collection agency was for an insufficient funds check the customer presented to AAA. AAA received confirmation from ***** **** ****** that the customer has paid the $123 after the filing of this complaint. Consumer stated to the credit agency that he moved around a lot and was not aware he owed the amount.

1/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: AAA has denied a claim to repair storm damage on my home several times due to false information purposely provided by representatives of AAA. AAA later filed a false claim on my behalf and used that claim to access damages previously claimed and denied as a basis to deny future coverage. AAA has purposely used false information regarding condition my home. Reps did not do thorough investigation of original damage. Reps filed false reports and mislead contractor when contractor questioned the lack of proposer procedures during the investigation. Company and reps have used the lack of the original proper investigation on property as a basis to deny the claim on he re-investigation. At no point was I given direction on my options of how to have this resolved. Product_Or_Service: Home owner insurance Account_Number: PXXXXXXXX

Desired Settlement: I would all repairs completed on home claim immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ Contact Name and Title: ***** *********,Secretary Contact Phone: XXX-XXX-XXXX Contact Email: ***************@aaamissouri.com Mr. ******** has reported two separate claims to AAA for wind and hail damage to his home. Mr. ******** reported the first claim under claim number HOXXXXXXX on April 28, 2012. AAA found hail damage to the exterior of his home in the amount of $1,780.38 and payment was issued less Mr. *******'s $1,000 deductible. There was interior water damage to Mr. ********'s home that was not covered by the policy as there was no storm created opening found for the interior water damage. Mr. ******** was advised that the interior water damage was not covered by the policy. On July 3, 2012, Mr. ******** was advised that if he did not agree with our evaluation of the damages to his home that he could pursue the appraisal option under his policy. To date we have not heard back from Mr. ******** as to whether he wants to pursue this option. Mrs. ******** submitted a second claim to AAA on June 20, 2014 under claim number HOXXXXXXX for wind damage to their home. AAA inspected the home and was unable to find any wind damage to the home. Mr. ******** was advised that no wind damage was found to his home under this claim. Sincerely, ***** ** **** Vice President, Insurance Claims

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have a complaint because when I went in to pay my homeowners insurance I found out that they raised my insurance again. When I first started off it was like $40 a month and then it went up to $49 a month. It had been up to $54 but then I found out next month it will be $75. I have not been making any claims or anything and nothing has changed.

Desired Settlement: I want them to stop raising fees and possibly honor the original fee I signed up on. I'd even stay at $54/ month.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com Several factors other than a customer's claims history is factored into the pricing of an insurance policy, and insurance premiums will rarely remain constant with each policy renewal. Premiums are calculated based upon the rates and rules filed and approved by the Missouri Department of Insurance. In this instance, there was a premium increase in February 2014 for the area in which this consumer resides. Since this customer's policy renews in January, this increase did not affect her premium until the renewal she just received for January 2015. Additionally, the Consumer Insurance Score on this policy changed which also caused the premium to increase. The customer is welcome to contact her insurance agent to discuss her policy or for further clarification.

12/22/2014 Problems with Product/Service
12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: In August 2012, I joined AAA with my husband for our Auto and Renters Insurance. About two weeks into our service we received a letter stating that they were cancelling us on October 1, **** due to my husband had a previous speeding ticket. We recently received a notice that *** Collections was reporting to the credit bureaus that we owe $127.05 to AAA. I requested debt validation, and received the attached information. I was extremely confused as to why I would owe AAA, so I contacted the St. Louis office on December 9, 2014. I spoke with **** to begin with. He looked in the system and did not see where I owed anything at all. He then sent me to call Policy Services where I spoke with ******** and she walked through everything regarding the account from over 2 years ago. Once again, she could not see where I owed anything at all. She did see on the accts that I had been refunded for part of my policy, and also saw that after cancellation auto drafts continued to be charged to my account until I brought it to their attention, and those were refunded, along with overdraft fees that their errors created. However, she could not see where anything showed we owed money. She then had me contact Collections where I spoke with *****. ***** was horribly rude and all she could tell me was that I did owe. She tried to provide me a breakdown, and said that the original amount we paid on August 14, 2012 went solely to our renters policy, and none to the auto or membership. She said that we were not covered for Auto Insurance (even though we received temporary cards) for that time frame because all the money went to renters. If this is the case, then I would have over paid and should be receiving even more of a refund. Once she got to be too rude to me, I asked for a manager who could provide me with a better understanding. She connected me to *****. ***** was extremely helpful and even talked to ******** in Policy Services with me on the phone. ******** told ***** that what I paid up front would have covered us for the time frame we had the policy. ***** agreed and both were left extremely confused and I was left with no answers. I was then connected to ****, in the same department as ********, and she did not even try to help me. I once again re told the entire story, and she then just sent me back to ******** without any warning, or trying to help. At this point ******** connected me to ******** ****** voicemail. ******** called me back on Wednesday, December 10, 2014. She first told me that there were cancellation fees added to the bill (which we were cancelled by AAA, not the other way around) and that is why it was higher. Then she said some of it could be for membership dues, but she could not provide me with a solid answer. ******** and ***** both told me that there were notes on the account stating that no cancellation fees were added. Finally, ******** provided me a breakdown of the following, and could not understand why the bill was so low. She said I should owe more than what is being invoiced. ******** told me that the insurance came to $7.00 per day. Then she said $7.00 per day for 45 days of service is 315. Then 315 minus what I originally paid of 145, leaves 170. So she thinks that someone is just being nice and not charging me the extra $42.95. Well, this does not make sense to me as a consumer who is being billed for a different amount than what the manager is telling me I should owe. The end result is that I am trying to figure out what I really owe and for what exactly. Why would I have received refunds from AAA if I still owed? I have spoken with six different people, and no one can provide me with any numbers that make sense. I feel that this bill is completely absurd. I have spent the last three days going around and around with people who cannot see the information because it has been too long, and having people guess what the bill means. It is not my fault that your bookkeeping system is poor. I expect to know exactly what I am being billed for, and this is a completely legit request. This bill needs to be taken out of collections and removed from the credit bureaus immediately. Product_Or_Service: Auto Insurance/ Renters Insurance/ Membership Account_Number: pXXXXXXXX

Desired Settlement: I am seeking someone to explain what the bill for 127.05 is for. After talking with 6 people, no one can seem to provide me a bill breakdown and explain why the number is so high when even representatives do not feel the numbers add up to what is said that I owe. If an acceptable invoice breakdown is not something that can provided, then this bill needs to be taken out of collections and removed from my credit report immediately!

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com Our Policy Services supervisor has spoken with this customer several times regarding why she still had an outstanding earned premium bill. The customer was charged for a premium of $127.05 on her AUTO insurance for coverage from 8/14/12 until 9/28/12. There was never a payment made on the auto policy. Due to the fact that we insured her during that Period of time she owes this $127.05. The customer also inquired about some refunds that she received, and it was explained that they were due to drafts that were taken out of her account from her HOMEOWNERS policy and not her auto policy. This has been explained to the customer multiple times, and after the last conversation, she was given a breakdown of what she owed per day to cover her vehicle and the total amount of days she was covered. After these conversations with the Policy Services supervisor, the customer expressed that she understood, but then called back again and spoke with someone else. The customer is responsible for the $127.05 in premium that was for due for the time her auto was covered by insurance with our company.

12/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am not sure I choose the correct issue. We have AAA home insurance, and we contacted them about a claim regarding our home policy. In late August/early September of 2014 there was a strong storm that came through our area and which caused damage to our guttering, allowing water to enter our home and ruin the ceiling of our living room. The next day my husband repaired the guttering issues (for which I have many receipts), but we did not take pictures of the damage. We went through the AAA approved contractors (from an e-mail I received) and had a contractor give us estimates on repairing the inside of the house and the tuckpointing (a previous contractor had told us that the chimney needed repairs, which could lead to water damage). I submitted the claims to AAA, but was informed on November 18th that they will not honor our claim because we cannot prove that the damage was done from a storm because we have no pictures of the outside damage and the contractor cannot state 100% that the damage was caused by the storm. He cannot, however, state that it wasn't caused by a storm because he did not see the damage that was done since my husband repaired the problem. We wanted to make sure that the issue was corrected immediately in order to eliminate further damage to our home (floors, furniture, rugs, mold, and so forth). Because we worked hard to mitigate the damage to our home, we are being rejected by the insurance company, which is unfair and against their better interests as well as ours. Product_Or_Service: insurance Account_Number: Claim HOXXXXXXX

Desired Settlement: I would like our claim processed and awarded. AAA has pictures of the inside damage, caused by a storm. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Contact Name and Title: ***** ********** Secretar Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com Our insured submitted a claim to AAA on November 7, 2014 for a loss the insured reported happened on August 28, 2014. At the time the claim was reported to AAA, the repairs had already been completed. The estimate and photos our insured submitted do not show any evidence of any damages covered by their homeowner policy. Since AAA did not inspect the damages before the repairs were completed and since documentation was not submitted to AAA showing any damages covered by the policy, AAA would not be able to provide any coverage for the repairs Sincerely, ***** R. **** Vice President, Insurance Claims

11/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My car over heated. AAA towed it two blocks away from my job to an auto shop the auto shop gave me diagnostic test and warranty info written in ink on regular paper. I could have done this my self. I wanted the car re- towed to ***** AAA would not do it called it a convenience tow. AAA staff was rude left my car at the shop that I did not trust service. I had to find another way to get my car out the shop. I would not refer AAA to any one. They provided poor service to me

Desired Settlement: Extend my AAA Premier card beyond expire date. Due to poor customer service due to the rude treatment of St. Louis AAA staff leaving my car with auto shops who write warranty,and diagnostic test. on a sheet of paper in ink. this is not how business is done.

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ Contact Name and Title: ***** *****, Admin Assist Contact Phone: XXXXXXXXXX Contact Email: ***********@aaamissouri.com BBB Dispute Department Re: Case ********* ****** ***** ****** We were sorry to learn of Mr. ******'s dissatisfaction with his AAA roadside assistance service benefits. Mr. ****** contacted us October 2, 2014 to have his disabled vehicle towed to his home. He said that he planned to call for a second tow to a repair shop the following day. The AAA counselor handling his request explained that his membership benefits provide one tow per breakdown. Roadside Assistance guidelines are provided with each new membership, and also annually in the member publication, ***** ******* *********** Mr. ****** later decided to have the vehicle towed to a repair facility. On October 3, 2014, Mr. ****** called to request a second tow because he was unhappy with the repair estimate provided by the facility to which his vehicle was towed the prior evening. He wanted to take his vehicle to *****, who had given him a better estimate. Our counselor again explained that his membership covers one tow per breakdown, and that subsequent tows would be at his expense. When Mr. ****** disagreed, the counselor offered to speak with her supervisor on his behalf. However, before she could do so, she found that Mr. ******'s vehicle was located on the lot of a closed repair shop. She explained that it is not our practice to remove a vehicle from a repair facility without verifying with the facility that there are no outstanding charges. As a result, the vehicle could not be towed until the shop re-opened. We sincerely regret that Mr. ****** felt he was treated poorly during this incident, and that he was dissatisfied with what appears to be his first experince with AAA roadside asssitance. As a gesture of our goodwill, we will be glad to allow an exception in providing reimbursement to Mr. ****** for any charges that he incurred on October 3 for his second tow to *****. He may submit his paid letterhead receipt to our refund department by providing a completed reimbursement request. This form is located on our website, AAA.com (under Automotive, then Roadside Assistance), or Mr. ****** may call X-XXX-XXX-XXXX, ext. ***** to have a form mailed to him. On behalf of AAA I apologize that we were unable to provide Mr. ****** a totally satisfying member experience in this instance. We are hopeful that he does not incur future breakdowns. But if he does, we are confident that we can meet or exceed his expectations. Sincerely, ***** ***** Automotive Services Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I Don't accept this response and informed to AAA Members Rep of my concerns AAA members condoned that the auto shop offered me a diagnostic test consisted of a blank piece of paper in ink.I did trust this business practice and just paid for their services and requested a receipt and left the shop. It had nothing to do with cheaper price. Did not trust the legitimacy of service felt ***** would be more honest and at-least offer a legal diagnostic receipt. And to confirm the shop was not closed. I paid my diagnostic fee and was in possession of my vehicle. But AAA members were rude and did not agree. Any either case I would not recommend AAA services in the future. And to answer AAA question if I'm a first time customer. I've received service from AAA in the past for years and I'm shocked that their member service treated a consumer in this poor manner. AAA service needs to remember that they have competitors and they are not the only Auto service provider. I took my vehicle to ***** and I did receive the service that was needed. Sincerely, Poorly treated, Consumer(AAA member ****** ******)

11/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I hit a pot hole last month and called AAA to put my car in the shop. They called and told me they won't cover the damage because it's wear and tear and I don't believe it is because it's the pothole that caused the things to break.

Desired Settlement: I just want them to cover the repairs.

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ Contact Name and Title: **** ***** Manager Contact Phone: XXX-XXX-XXXX Contact Email: *********@aaamissouri.com We reviewed the concerns outlined and upon further inspection of the vehicle, we found there was accident related suspension damage. We will be paying for the additional damage directly to the body shop for Mr. ****. We apologize for initially incorrectly determining the amount of damage related to this loss. ***** R **** Vice President, Insurance Claims

10/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had policy with AAA since 1998. I renew my insurance every six months. Every time I renew my policy it always a problem. During my policy period: 11-4-2013 to 5-5-2014 my premium was $654.00. In from 5-5-14 my premium was $631.00 In it time for me to renew my policy for 11-5-14 to 5-5-15 an now my premium is $703.00. This is the second time I've had to see what going on. I hope you can get me some answers.

Desired Settlement: I would like to know why my premium continues to rise.

Business Response: Initial Business Response /* (1000, 10, 2014/10/29) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: *****@aaamissouri.com Many factors are included in determining auto insurance rates at each policy renewal. This customer's rate on his upcoming renewal changed due a state-wide rate increase effective 10/1/14 approved by the ******* ********** of ********** This information was communicated to the policyholder with his policy renewal declarations. Attached is a copy of the "Important Messages" page that the customer received. It is important to note that auto insurance rates do not remain constant from one policy period to the next as the policy is re-underwritten at each renewal. All factors including rate changes, discounts and surcharges which determine the appropriate premium on a policy are filed with and approved by the ******* ********** of ********** We apologize for the customer's confusion on his insurance rate. If he would like to discuss his policy further, he may call our Policy Services Unit at XXX-XXX-XXXX.

10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I no longer have the car (since June 13, 2014) I needed insurance on yet they are still collecting money for insurance on that car. I have AAA insurance on my home and multiple cars. I have a broker through the Insurance Store. The car in question was a lease. It was returned back to the dealership June 13, 2014. It is now October and AAA is still collecting insurance on this car. When I call AAA they tell me they cant help me I need to speak to my broker. When I speak to my broker he says AAA is requiring multiple letters before they will terminate my insurance on this car. I am having a difficult time getting these letters because I am at work all day and when I have time to call to get what is needed that business is closed.

Desired Settlement: I want the insurance on this car terminated and refunded the money that has been paid to them for insurance on a car that has not been mine since June 13, 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com Insurance on the leased car has been terminated effective 6/13/14. The credit from this transaction paid the premium for the insured's policy for the rest of this policy period through 12/29/14. A refund for the difference of $204.00 was processed and mailed on 10/10/14.

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my car in for hail damage on the 28th of July. It was supposed to be done in three days, and pick it up this morning. It was taken off their premises without my consent. It is now in a storage unit. I asked why they did this and they did not have an answer. I guess they were told to do this. I have a 2009 Mercury Melan. They can not get away with this. They now will not give me my car back. I know there are more companies involved with this. I have tried calling and no one will answer my phone calls.

Desired Settlement: I would like my car back.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: ***** ********** Secretar Contact Phone: XXX-XXX-XXXX Contact Email: ***************@AAAMISSOURI.com I am writing in response to an inquiry that we recently received from the Better Business Bureau dated August 1, 2014. We have confirmed with All Star Dodge that they did move the insured's vehicle to a different location in order to complete the repair of damages to his vehicle. We expressed his concerns regarding their handling. Moving a vehicle to a different location for sublet repairs in order to complete the paint less dent removal is not unusual, but it is unfortunate that it was not clear that they would not be handling this in their shop. We regret that the repairs took longer than the three days anticipated but upon re-inspection of our insured's vehicle, additional repairs were necessary in order to deliver his vehicle fully repaired. We understand that his vehicle was returned to him and while he is not happy with the process, the repairs were completed properly by *** ***** ***** We hope this answers any questions you may have regarding this claim. Additionally, we appreciate his ten years of membership and insurance business with AAA. If there is anything you would like to discuss further, please contact Team Manager ******* ***** at *************@aaamissouri.com (XXX) XXX-XXXX ext. ***** Sincerely, ***** R. **** Vice President Insurance Claims Initial Consumer Rebuttal /* (3000, 12, 2014/09/04) */ I cancelled on August 4, 2014. They owe me $371.00. Final Consumer Response /* (3000, 25, 2014/09/22) */ This is not resolved I didn't receive the refund of $371.00 They sent a cancellation notice yesterday but there wasn't any check in the envelope. It should have been in there. Final Business Response /* (4000, 27, 2014/10/01) */ A premium refund was issued to the customer on 9/11/14 and sent via ******* ******** The Missouri Department of Insurance requested that a signature for receipt be required since they have been involved with this consumer as well. *** ** attempted to deliver on multiple occasions and left notes for consumer to contact them regarding delivery. On 9/30 *** ** returned the envelope containing the refund to AAA as non-deliverable. On 10/1 we mailed the check again to the consumer with a Certificate of Mailing and no signature required. Therefore, consumer should have the check this week. Also refer to BBB Case #XXXXXXX.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 29, 2014 I had a flat tire and called AAA.

Desired Settlement: I want them to repair the hubcap or replace it.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ Contact Name and Title: ** *********** Site Mgr Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ************@aaamissouri.com We have established contact with this member and her daughter and have hopefully reached a conclusion. The member called for service with a tire issue, AAA recommended AAR shop ********* ********** at *** ** ********** Rd ********* MO XXXXX. The member had a valve stem issue, and had it towed there to be repaired. After her service there, she found her locking hubcap was broken and was sure the tow driver broke it. The driver adamantly denied breaking the hubcap as he only towed the vehicle. After investigating this matter further the service writer at ********* ***** stated to us that his tech broke the hubcap as it was partially melted on due to an issue with the rotor. The shop stated they did not get any kind of waiver before damaging it, but showed it and explained it to the member when she paid. We asked *** if they were going to assist the member in getting a new hubcap, to which he said he and the owner would try. The vehicle is currently back at ********* for a separate issue right now. The member's daughter ******* ******* was informed that the shop has admitted fault, and would try to come to a solution that works for both parties with respect to the hubcap. The members daughter (who filed the complaint with the BBB) stated she felt everyone in AAA initially threw their hands up as the driver said he did not do it, and the shop we recommended did not offer to replace it initially. I asked her to speak to *** at ********* directly and see what kind of arrangement they could work out. If a suitable arrangement cannot be made, then she has my number to get in touch with me and I will forward her issue to a representative with the AAR division. The member's daughter stated she did not wish continue with her complaint with the BBB, she just wants to make sure someone is going to help her out with the issue with her hubcap. She has my number and I will do everything I can to help her find a suitable resolution to this case.

9/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/3/14 I called the AAA office ***** N ********* ***** *********** MO, XXXXX) to make my June payment on my auto policy to my agent ******* *********** His assistant *** ******** answered (said she had my file in front of her) & took the payment. During the transaction *** told me that I currently owed $108.00. I questioned her about this amount because I have been a policy holder w/ AAA (for both home & auto; even AAA roadside assistance) since 2008, & I dont recall having ever paid anything less than $122-$135 for my monthly auto policy payment. She said, Well, thats all that I need from you today (referring to $108.00). I paid the required $108 w/ my credit card over the phone. During the week of 6/16/14, I received notification via US Postal mail that my policy had been cancelled. I called to inquire about the policy. My agent didnt answer (typical) & I spoke w/ *** again. I spoke w/ her & told her about the cancellation & she was seemingly unable/unwilling to help. Per ***, there was no record of my payment from 6/3/14 listed anywhere on my account. In an effort to help her recall the transaction, I asked if she remembered our conversation when I called about the payment being less than the usual amount, she denied even taking the payment. She accused me of mistakenly calling some other AAA office to make a payment on my roadside account, but that wasnt true. Since she didnt have a record of the transaction, & because I told her that my bank account reflected the payment on 6/3 as AAA & not the usual ACH Debit she said I made a roadside assist. payment. I asked for a supervisor because she wasnt offering me any resolutions. She said there wasnt a supervisor, just my agent **** (turns out the supervisors name is ****). I texted my agent & finally received a call back. Pursuant to his request, I sent him my bank card number/checking account routing numbers via email to trace the transaction. *** called me back w/ a poorly executed apology & excuses, but they found the trans. for $108 on 6/3, but the policy would remain canceled unless I paid an additional $31. Product_Or_Service: automobile insurance policy Account_Number: AX-XXXXXX-X

Desired Settlement: I am a salaried educator that gets paid monthly at the 1st of the month. I will not get paid again until 7/1 and I need my policy reinstated immediately. I would like AAA to transfer my $108 payment made on 6/3 from the wrong *****'s account to my account. I would like AAA to waive the add. $31 that is currently due since *** refused the $31 payment on 6/3. Thereby leaving me with one additional payment that is due in July to complete this policy. I would like a new agent not in Florissant, Mo.

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@aaamissouri.com The customer's $108 payment was applied to her insurance policy on 6/25/14. Additionally, on 6/27/14 the customer paid the outstanding $31 premium and her auto insurance policy was reinstated back to the 6/15/14 cancellation date (no lapse in coverage occurred). The Missouri Department of Insurance rules and regulations do not allow insurance companies to waive or pay any portion of a customer's insurance premiums. Therefore, we could not honor this customer's request to waive the additional $31 that was due on her policy. Her request for a new agent in a different AAA location has been forwarded to the appropriate manager who will contact her directly. Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My policy was originally canceled because they had applied my payment to the wrong *****'s account. I wouldn't have had this trouble if there wasn't a user error. Their response never admitted guilt for causing my auto policy to be canceled. Final Consumer Response /* (3000, 12, 2014/09/17) */ 9/17/2014: No current issue. I am interested in having this stay on the businesses file, in the hope others customers will not have to experience what I did.

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: AAA offered my wife, ***** V *******, a special "Welcome Back to AAA!" promotion to renew her membership. It included free identity theft monitoring. When she accepted the offer to renew by telephone, she explained that she needed to receive any alerts regarding identity theft by phone or regular mail because she is not computer literate, nor does she have a smart phone or other device on which she can receive email notifications. She was told to mention that limitation when she called to enroll in the identity theft monitoring service and that AAA probably could accommodate her. Her member # is XXX XXX XXXXXXXXXX. My member # is XXX XXX XXXXXXXXXX.When she called to enroll in the identity theft monitoring, she was told that AAA could not advise her of any identity theft threats since she does not have the ability to receive emails. AAA defeats our whole purpose for renewing *****'s AAA membership - i.e., obtaining notifications of identity theft risks via phone or regular mail. I have pancreatic cancer and we are trying to arrange for her to handle matters by phone that I have previously handled via the internet after I am no longer around to handle them. AAA accepted our membership renewal fee and now refuses to provide to my wife a much needed service - phone or regular mail notifications of identity theft risks. As a backup we suggested that AAA just mail to us the information that would be sent via email, if ***** were capable of receiving emails. Although AAA could just print the information that they would email if ***** could receive emails, they declined to mail notifications to her, making the identity theft monitoring service totally useless to us. Product_Or_Service: AAA membership with free identity theft monitoring Account_Number: XXX XXX XXXXXXXXXX

Desired Settlement: We request that AAA notify us, via regular mail, by sending to us the information that they would otherwise include in an email whenever their monitoring service uncovers identity theft risks, for both or either of our accounts, via their monitoring service.As an alternative, AAA could provide to us a phone number that we could call periodically to inquire whether any identity theft alerts have been identified regarding our accounts via AAA's identity theft monitoring service.

Business Response: Initial Business Response /* (1000, 7, 2014/09/02) */ The ProtectMyID Essential product is offered free to AAA members and only has availability for reporting via email. However,the upgraded ProtectMyID Deluxe product reporting is available both via email and US mail. We have upgraded this member to the Deluxe product free for one year. Normally there is a $8.95 monthly charge for this service. The member can determine if he wishes to renew the ProtectMyID Deluxe product after the free one year period. We apologize for the confusion caused by the free service offered to AAA members.

8/26/2014 Billing/Collection Issues
8/18/2014 Delivery Issues
8/12/2014 Problems with Product/Service
7/21/2014 Advertising/Sales Issues
7/21/2014 Billing/Collection Issues
6/23/2014 Advertising/Sales Issues
6/20/2014 Billing/Collection Issues
6/5/2014 Billing/Collection Issues
5/22/2014 Problems with Product/Service
3/25/2014 Billing/Collection Issues
1/28/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service
1/20/2014 Advertising/Sales Issues
12/17/2013 Billing/Collection Issues
12/2/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Yes I received a phone call from a ***** ******** about a good rte ******** insurance, I told her I didn't want to change companies that I was happy with my own. and she said what about home owner, and I said my mom passed and I inherited her home in St, Louis which my brother and my son stays in my daughter is gone away to college and I hve a son that soon will be graduating and I will be moving for good in St. Louis right now I am back and forth. She said that she can write me a policy and wait until I am ready and save me a lot of money on my home and cars together, I told her me and my daughter are on together and I pay for both at the same time I am on a fixed income and every month ours get paid together she said no problem. She said I am going to email you some paper just initial it and type your name, the next day she sent me another email it said open and view document and I click, everything was wrong my birthday. she had me and my daughter policy separated. I went in my account they had already started taking payments out for me. I contacted her manager *** ***** I said this woman lied to me and said she was going to wait until I moved and I want to cancel it she looked me up and said I see you sign Nov 5 and today is the 11 so you will have to pay 10 percent to cancel, and you will have to email me a letter that you want to cancel. I told her the contract is all a lie and thats stealing my money, but I did it anyway/ I told my fiance what happen he called headquaters the man said tell her to call back first thing in the morning to get a cancellation #. I got up and called they would not give me one they would not cancel my policy and return my money. That woman lied to me in the first place, I've been a member with AAA roadside service going on 4 yrs. now and also have other policy with them and never experience nothing like this ever. I called headquarters in St. Louis in the policy dept. and spoke to Ms. ****** she was very kind but there was nothing she could do but tri

Desired Settlement: She could refund all my money.

Business Response: Initial Business Response /* (1000, 5, 2013/11/22) */ Contact Name and Title: ***** ****** / Reg. Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: ************@aaamissouri.com A Quote was originally created on 09/30/2013. ***** (Sales Assistant) spoke with consumer on several different occasions to get the insurance started. Consumer decided to go with an effective date of 11/04/13. Her payment info was obtained ,routing and account number, at this point and all information was collected to start the policy. Consumer was then sent an assuresign document to get the paperwork signed and completed on 11/04/2013 with an effective date of 11/04/2013 and it was completed the same day. Normal business processing was followed. Consumer called and spoke with ***** ***** (Sales Agent) and requested her policy be cancelled, ***** advised Consumer that there would be a 10% short rate fee due to her not staying with us for 6 months and advised her she would need something in writing. Consumer then sent ***** an email stating that she wanted to cancel her policy on 11/11/2013. **** ******** (Manager) received a call on 11/13/2013 from Consumer stating that her policy has not been cancelled as requested. Brad checked on her cancellation request and advised the insured that she would receive a partial refund but it can take up to 10 business days. Consumer advised **** that she made a BBB complaint but did not seem upset at any point during the phone call. The policy cancellation was processed in accordance with state filings for our auto product. Thanks you,

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have experience very very very very poor customer service with AAA Insurrance. Within the last 3 weeks I have spoken with ******, *****, ********* ******,from the X-XXX-XXX-XXXX and *** ****** from the ***** ********* location. As of todays date Oct. 23, 2013 I have not heard from any of them and have been promised that someone will give me a call about my cituation. I had concerns about my auto ins. why it keeps going up. I was told that if I renew my membership that my rate will go back down to 130.00 because it had been raised to 145.00. Well I renewed my membership on 9/23/13 it is now 10/23/13 and the rate has not changed as of yet. I kept reminding them all that my payment is due again on Oct. 18, and that this matter needed to be taken care of. I call the X-XXX-XXX-XXXX no. again today 10/23/13 and spoke with ******** now!!!! she says that it to late because my policy is in the cancelation mode and she cant do anything with it being in the cancelation mode. she subjected that I go ahead and pay the 145.00 again!!!!!!!!!!!!!!!!!!!!! and they will adjust it later on . I have been lied to before of paying 145.00 and nothing was done. so now I guess she think I'm a big enough fool!!!!!!!!!! to go ahead and pay it again. Why wasn't my discount added to my policy when I renewed my membership back in Aug. like it was promised, is my question??????????? I am so tried of going around and around with these lies. Please somebody, anybody please help!!!!!!!!!!!!. It makes me wonder with all these lies what else you could be lying about. I have been with AAA for over 20 years I really hate to canceled you AAA but you must give me better customer service. Account_Number: XXXXXXXXX

Desired Settlement: to give a good reason of my policy continue to go up every year??????? and I will not be paying another 145.00 "enough is enough!!!!!!!!!!!!." Take my rate back down.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ Contact Name and Title: ***** **** Contact Phone: XXX-XXX-XXXX Contact Email: **********@*************** This issue has been resolved with the customer. The membership discount has been applied to the auto policy from the effective date of the membership renewal on 9/23/13, and the premium has been adjusted accordingly. We apologize for the delay on getting the membership discount added to the policy. There was some confusion because the membership had an associate member who was not listed on the auto policy. Forms to exclude this driver have been mailed to the customer as this person is not rated on the auto policy.


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