A A A Automobile Club of Missouri

This complaint has been resolved with the customer Please see attached letter

Customer has been called by AAA management She stated that she did intend to file a formal Revdex.com complaint but just wanted to get the name of AAA executive Attached is letter sent to the customer following up on the phone call

The [redacted] s received an emergency road service bill dated February 3, 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

Insurance was purchased with an effective date of 9/23/and the customer cancelled the policy effective 11/15/ The customer is not owed a full refund because insurance coverage was active from 9/23/to 11/15/ The early cancellation penalty was waived and not applied to this policy The payment that was retained was for the insurance premium due for this coverage This has been explained multiple times to the customer We apologize for any confusion, but we cannot refund the insurance premium for coverage provided

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aaamissouri.com The policy was originally written with an incorrect longevity with the customer's prior insurance carrierWhen the shorter duration of prior coverage was found during the underwriting process, the premium was correctedPolicy quotes will occasionally change when information is discovered in underwriting information provided on an applicationA manager explained the increase in premium to the customer, and the customer requested the policy be voided back to the inception datePer 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 timeThe declaration page provided from [redacted] e showed coverage beginning on 6/Therefore, we could cancel the policy effective that dateThe amount the insured is being billed from our company for coverage we provided from 6/to 6/ The manager also sent an email to the customer and her daughter apologizing for the error in the initial quoteBased on the Department of Insurance filings, we cannot waive insurance premium due for coverage afforded

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Contact Name and Title: [redacted] Group Manager Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @aaamissouri.com On July 1st, Mr [redacted] called AAA for road serviceWhen the technician arrived he failed to notice that the vehicle did not have current license / registration which is required for a road service callDuring the course of diagnosing the vehicle it was determined that the battery was bad and needed to be replaceMr [redacted] agreed to purchase a battery from AAAThe battery subsequently became discharged, possibly from not being driven and Mr [redacted] called back in for serviceHe was informed that if it didn't have valid plates on it the call would not be coveredAfter several calls AAA agreed to come out and pick up the battery so it could be recharged and testedThe local AAA service was on their way to pick up the battery and someone from the [redacted] 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 [redacted] 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 serviceOnce 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 chargedAAA has agreed to make an exception and warranty the battery If it is defective

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

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX XXX XXXX Contact Email: [redacted] @aaamissouri.com AAA does appreciate the seven years this prior insured had allowed us to service his insurance needsAs acknowledged in his complaint, the insured asked to have his son added to the policyThis 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 sonThe addition of the son did substantially increase the rate during the termThe increase was due to the son having three at fault accidents and speeding tickets within the last three yearsThis mid-term increase in premium was explained to our insuredIt was also explained in a subsequent conversation, the sons' driving history did not meet our guidelines for coverageIt was further explained AAA would not potentially renew the policy unless the son was removed and excluded from coverageInsured chose the option to exclude the son from the policy which would reduce the premium and meet the guidelines for a future renewalThe proper exclusion form was sent to the insured to remove the son and exclude coverageThe 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 sonThis policy cancelled for nonpayment of premium on October 18, 2014, the outstanding earned premium is $for coverage provided

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

Initial Business Response /* (1000, 7, 2015/06/10) */
AAA appreciates the fact that this prior insured allowed us to service her insurance needsAs acknowledged in the complaint, the insured acquired fees due to her insurance payment not clearing her banking accountHer policy cancelled as of
1/27/due to non-payment and resulted in an earned premium amount of $for the insurance she received up to that pointThe insured contacted us on 2/4/regarding a possible reinstatementShe 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 conversations in February regarding the earned premium and possible reinstatementIt 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 $for coverage provided

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/we did process the request and issued two
refunds to the customer's credit card one for $and one for $
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 $which they said they were doing on that dateThis is why I asked for $(half of the remaining payment) and $through my complaint with the Revdex.comThe original $has not been credited, although the other amounts of $and $haveI am still due an amount of $
Final Business Response /* (1000, 12, 2015/07/08) */
7/08/2015: We refunded the other $on May 15thHe has now been refunded the full $for each year

Complaint: ***
I am rejecting this response because:I have not talked with AAA regarding my policy as statedThis is totally nonsenseAgain, I desire to be assigned to an agent who I can talk with in a professional mannerDid I mention I would be shopping for other insurance companies? YesDid I state I did not want the service in which I have and am currently paying for? NoAAA has not provided the information statedAAA is currently getting paid and the customer desires customer service immediately
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I got the car June 1, my lender gave me days to get auto insuranceI have a clean driving record and a great credit scoreI did nothing wrongWhat should have taken minutes turned into daysIt does not take days to get auto insuranceI had to cancel the payment on August 9; because there was no policy, just *** *** lying to AAA and trying to cheat meI got an insurance policy the next day with no problemsAgent *** was unprofessional, and deceptive if AAA still mistakenly believes they are owed money, then they should get it from herAny further harassment by AAA about collections and I will see them in small claims court
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

All levels of AAA membership offer four service calls per membership year per member The basic AAA membership's towing feature provides for a tow back to the servicing facility or up to miles if you choose a different destination The AAA Plus membership's towing benefit will tow you
to any destination within miles None of our membership levels offer unlimited service calls; the expense of such a membership benefit would not be affordable to our members as we would have to raise our dues substantially All members receive a handbook which describes in detail all of the benefits of their membership. While a majority of AAA members only utilize one service call per year, this customer has used his AAA services multiple times Since joining on 5/22/16, AAA has provided service on the following dates: 5/22/16, 5/27/16, 6/26/16, 12/21/16, 4/01/ He also called for service on 4/06/17, but cancelled the request once he found out he would have to pay for the service AAA paid out over $for these service calls; in contrast the member paid a total of $for his AAA Plus membership ($when he joined on 5/and an additional $when he upgrade to AAA Plus on 5/27) Multiple customer service representatives have already explained all this to the member As you can see, there is no refund due to the member If he does not want to continue the AAA Plus coverage, he can reduce the $from his membership renewal bill and downgrade back to the basic AAA membership

(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 $
That never occurred
The rest of this is tap dancing by a company to cover their rears

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/regarding the changes in premium on his policyThe 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 paymentsTherefore, 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

Initial Business Response /* (1000, 5, 2015/08/24) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamissouri.com
On 7/23/we bound insurance coverage for this customerDuring 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/to 7/30/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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meJob well done. The handled everything well one I involved your company> Thanks very much!
Sincerely,
*** ***

This issue stemmed from the member requiring service when she had not paid for her membership renewal. An exception was made and a contract station was dispatched to her breakdown in Arizona. No service fee would be charged as long as the membership renewal dues were paid. When
they were not paid, the cost of the service (charge occurs when tow truck driver arrives at the scene for a non-member) was billed to client and when not paid turned over to a collection agency. This issue has been resolved as we have made another exception and waived the charge of this service. A new membership has been rewritten and her auto and home policies are in force