A A A Automobile Club of Missouri

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, for interior water damage to his homeThe first adjuster
inspected his home on July 2, and a second adjuster reinspected the home on July 10, Both adjusters' who inspected MrGutternfelder's roof found minimal wind damage with the repair costs being below his $1,deductibleThe adjusters did find installation issues along with wear and tear issues to the roofing shingles which are not covered by his policyThe 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 leakingMr***'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 properlyThe minor damage that was covered by the policy was estimated to cost $to repair which is below Mr***'s $1,deductibleThe other issues with the roof and the interior water damage are not covered by his Premier homeowner policy

AAA does apologize for any confusion the customer may have experienced in the purchase of an auto policy with AAA; however, AAA does not sell annual auto policies and could not have represented itself in such a manner All AAA auto policies in the state of Missouri are sold on a six-month
premium basis The customer had insurance with AAA from 9/6/when the policy was written and bound until it cancelled on 12/22/for non-payment The amount being billed is additional premium due for insurance coverage provided during that period

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 paymentAAA 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 policyAs 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 31stFast 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 holidayAnother 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 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 yethe 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 myselfI 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,
*** ***

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

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 occurredCustomer does not owe $as originally
billed, but is actually due a refund of $This correction has been made to the policy and a refund is being processedWe 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

Auto insurance coverage was bound on Friday, 7/22/16, and temporary ID cards were emailed to the customer on Monday, 7/25/16. During the underwriting process, it was discovered that the vehicle had not had any insurance coverage since it was purchased on
6/1/16. Vehicles with a lapse in coverage over days have higher premiums per our rates which are filed with the Missouri Department of Insurance. The policy cancelled on 9/22/for non payment and the additional amount being billed is for insurance provided until that time. Normally when auto policies cancel mid-term there is a short-rate penalty; however, we have waived that penalty due to the confusion on the original premium. The new earned premium due at this time is $192.60, and that cannot be waived because coverage was provided. If the customer has proof that she obtained insurance elsewhere on the vehicle prior to the 9/22/date, we can amend the cancellation date and the amount due

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/and was set to non-renew on 10/31/due to the customer not
maintaining a AAA membership as requiredOn 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/This put the policy back in force as of the renewal date of 10/31/
On 11/21/14, AAA received an email from the customer to cancel the policy effective 11/21/The $bill is for coverage between 10/31/and 11/21/Customer questioned the $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/No documentation was ever received
In response to a letter received from the customer on 6/3/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/time periodOnce we receive this documentation, we can remove the $due which has since gone to Collections

Complaint: ***
I am rejecting this response because: I never recivied any handbooj about the serivceWhen I first upgraded to the serive I gave the customer serive rep my new addressAnd also again once I had to use the serviceIt's not my fault this company has poor customer serivce and no one ever updated my address in there systemBut its seem like its my fault that I never gotten the handbookI see also some of the works they have steal customers information and order products from dellI'm kind of glad to know they never updated my information to their system after I hard this from one of their own workers here is stLouis off highway
Sincerely,
*** ***

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 insuredWe 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 *** *** *** *** *** *** *** XXXXXAlso we have already provided AAA with supporting documentation, i.edeceleration page from the same time period of another company that provided us with insuranceAAA policy number was pX-XXXXXX-X
Final Business Response /* (1000, 15, 2015/07/20) */
AAA insured this property from April 17, until January During this time we were unaware nor notified by the insured there was other coverage on this property until 5/18/We were advised at that time that the property was being rented out and coverage was with another company effective 5/1/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 frameShould a claim have occurred, we would have provided coverageTherefore, since the insurance was active, no refund is due

I am excited to let you know that AAA Insurance has agreed to pay for all the damages to our vehicle.At this time we do not need to proceed with ID# ***.Thank you for everything you do

Customer is upset with his repair shop because the repairs are still not complete on his Honda The shop had a substantial delay because of issues securing parts due to the fact that Honda does not service the parts that were required The customer is now asking us to total the car
with half of the repairs being completeThe repairs do not meet the total loss threshold and the shop is too far into the repairs at this point to consider it a total The repair shop advised us that they have kept the customer informed throughout the process AAA has issued an additional check to cover the remaining repairs, and a letter has been sent to the customer as a reply to this Revdex.com complaint.It is unfortunate that this process has taken so long, but the vehicle is not a total loss, and therefore we cannot process the claim as such

The initial issue with this claim was that the insured had custom wheels on his vehicle that are no longer producedThis loss caused one of the wheels to be damagedA country wide search found no matching wheels availableThe insured has a custom coverage endorsement for $3,on the wheels
As a result, a re-manufactured OEM wheel was figured on the estimate We have determined that since the insured has the endorsement, that we will cover replacing all four wheels of similar design and cost so that he will have a matching set of wheelsThe insured has been advised of this decision and the appraiser is working with the insured on locating wheels of the same type, style and cost Letter to customer is attached

This complaint has been resolved The agent spoke with the customer on 6/1/and collected payment for the policy The $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

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

Complainant's wife contacted AAA on 2/11/and spoke with the Call Center supervisor about her experience with the contract station driver The supervisor apologized and assured her the incident would be reported to our Contractor Relations Department, along with the owner of the
facility involved The Call Center supervisor indicated that the customer accepted his apology and seemed satisfied with his response The incident was turned over to the Contractor Relations supervisor who reviewed the technician's service quality survey ratings and found no prior complaints The supervisor then discussed the incident with the facility owner, who was also unaware of any similar issues with this technician The owner was told that any more complaints of this nature could affect his contract with AAA to provide roadside service to its members The Contractor Relations supervisor contacted the complainant to again extend his apology for the poor experience and explained that such behavior is unacceptable to AAA He told him that the station owner has been spoken to and the facility is being closely monitored Supervisor offered to contact the complainant's wife and personally apologize to her as well for the behavior of this technician; the husband suggested he wait to call her until the following day

First we will respond to the customer's question as to whether he is still a AAA member Yes, the customer is a member; however, his membership is listed at an address in StLouis, not the Mississippi address shown on this complaint This caused the confusion when attempting to find
him in the system If the member has permanently moved to Mississippi, we ask that he contact our Customer Care Department and update his address to avoid any future issues With regard to the phone calls and request for directions, members' service request calls are recorded and we found several from this customer He called on 2/to obtain the distance between Hattiesburg and Mendenhall and was given this information with no membership number given to the call taker On 2/he called back and said this sentence when the call taker answered, "over the road highway information travel verbal" The agent asked for clarification as to what he was requesting and the member disconnected He called back a few minutes later and got another agent and said the same sentence Again, this agent could not understand the member and asked for clarification, he hung up again He called back a minute later and got the same agent and asked for a supervisor A few minutes later, he called back again and asked for a different supervisor The manager of the Call Center has listened to all of the calls and at no time was any one rude to the member or refuse to assist him She stated that even she also had a difficult time understanding the member when reviewing the phone calls We apologize for the confusion Normally AAA members are required to provide their membership information prior to service being provided so it would be helpful if the customer would provide that information for any future calls

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/and requested to add comp & collision coverage to her liability only vehicleThis change
resulted in a prorated increase of $to add the coverage on the vehicle from 8/28/until the end of the policy term of 10/12/At the time of the change, the insured was set up on EFT and was scheduled to have the premium payment draft in the amount of $on 9/12/Due to the change there was a pro-rorated increase to the premium which affected the insured's next draft amountThe next payment now included the $from the addition of coverage plus the existing $already scheduled to be paid equaling $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/The premium collected was correct for the coverage on the policy and no refund is due to the customer

Please see attached response letter to customer

This client's complaint is that *** *** Line will not issue a refund - see *** *** Line's response to customer and the customer's rebuttal attached The AAA travel agent and manager have attempted to assist the customer through the process by acting as advocates between the
customer and the company On August 1, the AAA travel manager forwarded the customer's rebuttal letter to both the *** *** Special Advisor and the Business Manager Additionally, on August 7, the AAA travel agent assisted the client in completing a claim with *** *** Line's insurance company We are unaware if the insurance company or *** *** have yet responded again to the client We hate to hear that a customer had a bad experience on a trip booked through AAA; however, the decision on whether a refund is warranted lies with *** *** Line AAA has been attempting to assist the client as much as possible

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