A A A Automobile Club of Missouri

The manager has spoken with this customer multiple times, with the last conversation being at the end of February. At that time he reviewed the policy and confirmed she was getting all eligible discounts and that the policy was rated correctly. As explained to the customer, many factors
other than claims come into play in determining an insurance rate, and the only way to adjust the premium would be to change her deductibles on the policy. The customer said she was not happy with that and stated she would be shopping for other coverage.The manager advised her that AAA appreciates her business and that if she decides to stay with AAA he could have her assigned a different agent. The customer may contact the manager, *** ***, directly at *** ext*** if she wishes to have a new agent assigned to her policies

Customer has a AAA membership, auto policy and home rental policy with our company We have received the following payments on his accounts:5/15/17: $on membership dues6/12/17: $towards his rental policy6/16/17: $for his auto policy renewal6/29/17: Refund of
$membership payment was issued to customerIf the above information is not correct according to the customer's records, he should contact our Policy Services Department at *** so we can better assist him in resolving this matter

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 rentalOn reviewing the file we agreed
to issue the remainder of his out of pocket rental expenses in the amount of $A check in the amount of $was sent to Mr*** on August 13, and another check in the amount of $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 progressHe eventually provided the information to us after several days and repeated attemptsWe are glad that we were able to resolve this matter for Mr***
*** ***
Claims Unit Manager
Office: XXX-XXX-XXXX, XXX-XXX-XXXX xXXXXXXX

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 12thIt 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 policyOur 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 policyThis insured's policy was non-renewed because they were no longer an active member of AAA

Initial Business Response /* (1000, 7, 2015/12/02) */
AAA apologizes for this insured being unsatisfied with our servicesOur records indicate the first contact regarding a possible cancellation was received by a voicemail on 9-24-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 placeThere 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 insuredTwo monthly insurance payments were subsequently returned from the bank and further attempts to contact the insured were madeNot wanting to leave the insured without insurance coverage a notice of cancellation due to nonpayment was sent to the last known address for the insuredPolicy cancelled for nonpayment on October 15, The policy term of July to January 16, provided insurance for a total of three months prior to the midterm cancellation of October 15thThe outstanding balance currently being billed is for coverage providedAAA is able to adjust the amount owed of $if the cancellation date is other than October 15th Proof of coverage being place elsewhere at an earlier date would be required to be submitted by the insuredOnce 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 dueI was told by customer service that my auto payment would be canceled without any problemMy bank has already verified everything and had to cancel the auto payment for meI 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 refundedI 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 InsuranceAAA Auto has given me too many problems with customer serviceThey are not customer friendly and they get stubborn and unreasonable and blame me for their mistakesYour mistake in not canceling my insurance when I called to cancel it is not my problem any moreEvery time you send me a collection bill for services that I do not owe, I will open another and another Revdex.com complaint until you stopThe fact that I already had other insurance coverage is clear since my bank already verified it and refunded the chargesIt seems from AAA's response that they plan to keep harassing me with collecting on a bill that I don't oweThis dispute will not end until they finally stopAAA already knew I would cancel and expected cancelation when they doubled my monthly premiums beginning July 16thThat's why I changed insuranceAfter how badly I've been treated, I don't want to give my new insurance coinfo since I feel it is a violation of my privacy, and they don't want to be fair to meAs I said, my bank already verified it, which is why they ruled in my favor and refunded the charges from AAA AutoIs my bank lying?

The auto policy was quoted and written for $2,for the six-month period with an effective date of 10/07/ As the customer stated, she purchased a newer vehicle on 10/29/ The insurance premium for the vehicle was more than the vehicle it replaced; therefore, the premium
increased The customer cancelled the policy with an effective date of 12/19/ There is no refund due on this policy since the $she paid was insurance premium that was owed There is an additional $in premium still due for the coverage period 12/7/to the cancellation date of 12/19/ The renter's policy was not issued because the Underwriting Department declined to issue due to the claim history not meeting our guidelines We apologize that the agent was not more accessible to the customer, which could have prevented the confusion on the premiumVehicles have different insurance rates based on many factors, including year and model Purchasing the newer vehicle is what caused the premium increase

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.

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.

Please see attached correspondence to customer.

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.

We apologize that this consumer has had difficulty removing her name from our solicitations.  The consumer's name, address and phone number provided in this complaint have all been added to our company's Do Not Solicit List.  It may take up to 60 days to be removed from all mailings....

Initial Business Response /* (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, 2014 Mr. [redacted] 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. [redacted] agreed to purchase a battery from AAA. The battery subsequently became discharged, possibly from not being driven and Mr. [redacted] 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 [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 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.

Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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.

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

Complaint: [redacted]
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,
[redacted]

The six month premium for the first policy term in November of 2016 was $862.00.  The down payment was received in cash for $152.45.   The insured elected to have the remaining five payments withdrawn electronically from his account on the 23rd of each month.  December thru March...

payments were received in the amount of $144.61 as scheduled.  April payment when presented to the bank was returned insufficient funds.   The insured was mailed a notice indicating payment was not honored and that he could make good on the payment up to May 13th.  Phone conversations took place reminding the insured and explaining payment was still required or the policy would cancel as of May 13th.   Mr. [redacted] did not make his April payment good so the policy cancelled for nonpayment on May 13th.    At this time, as previously explained to Mr. [redacted], there is an outstanding balance due for insurance coverage provided up to May 13th.   Two bills have been sent to Mr. [redacted] in attempts to collect the past due outstanding balance.

Response letter sent to the customer.  Please see attached.

Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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.

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.
[redacted]

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