Business Profile

Auto Insurance

CSAA

Headquarters

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Important information

Customer Complaint:
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2025

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https://mwg.aaa.com/membership/terms-and-conditions
https://mwg.aaa.com/insurance

Complaints

This profile includes complaints for CSAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

363 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
today 06/17/25 I have had water under my house for just about 2 months now. *** originally claimed it was from a condensation hose, IMPOSSIBLE to leak enough to fill a large pool in days' time from a condensation line coming from a tankless water heater. They pumped 2 times already a week in-between each pumping and by golly, we have water again after days' time with this 3rd time filling up under the house. It is obviously SO OBVIOUS that it is coming from underneath the dirt AT THE MAIN not dripping down from a condensation like the gal who is/WAS my insurance adjuster CLAIMED, she played God with my situation and basically told me to go away when she had zero clue what she was talking about. what am I supposed to do now?????????
Business Response
Date: 09/23/2025
The letter from BBB was received in our office 9-23-2025 regarding ******* *********** complaint regarding a claim. ******* ********* property & policy is located in ******, Nevada. She is not our policyholder. Our agency can only write business in *********
Business Response
Date: 09/29/2025
A second letter was received from BBB in our office on Monday 9-29-2025 dated Tuesday, 9-23-2025 addressing the a complaint regarding a claim from ******* *********. I responded previously on the 1st letter we received from BBB in our office on 9-23-2025 dated Monday 9-15-2025 advising you ******* *********** property & policy is located in ******, Nevada. She is not our policyholder. ********** is located in ******** & can only write business in *********
I notified the *** claims department since the complaint was due to a claim & forwarded your 1st letter to that department 9-23-2025 at ************************************************ & the claims department confirmed they received it & will handle. Since the complaint is not in relation to our Oklahoma based agency in any way & is in regards to a claim, the claims department would need to address the insured's complaint, please contact the *** claims department phone #************ or email ***************************************************************************
Business Response
Date: 10/03/2025
Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on October 2, 2025.
A claim was filed due to water accumulation in the crawl space under the house,but no subsequent water damage occurred. Following a leak detection investigation, it was confirmed that the water accumulation resulted from groundwater caused by a failed irrigation line. As this situation is not covered under the policy, we have issued a denial letter to the policyholder and verbally reviewed the coverage decision with her.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:09/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/18/24- Roadside assistance of truck and fifth wheel towing. Cost we had to pay was $2975. I thought there would have been no cost at all. I have vehicle insurance and Roadside assistance for vehicles and fifth wheel. When we got vehicle insurance on husbands truck we took pictures and provided to ***. Lacked to advise or communicate the Dodge Ram would not have any roadside assistance coverage. I made it clear we would be traveling out of state our fifth wheel for additional RV/ fifth wheel coverage for the upcoming trip. I was advised of 200 miles free towing nothing about 500 deductible, only nor that the vehicle Dodge Ram that towed would not be covered at all. We were within the 200 miles free towing and should have not had to pay anything. They should provide me proof of recorded call or documents that clearly explained this to their customer.
Business Response
Date: 09/24/2025
This needs to be routed to AAA in ************
Sincerely
Lakshmi Pal
************
Customer Answer
Date: 09/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have resubmitted I believe to AAA Southern California. Hopefully the right path?

Sincerely,

**** ******
Initial Complaint
Date:09/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello last year Oct 2nd I opened up a policy with AAA it was easy fast all the info they asked me for I gave it to them from the cars I had to what miles they had if cars were under my name and everything was fine until about December I had a issue with some fraud on my account so they canceled my policy due to payment being sent back it was sent back to AAA at the time then AAA sent it to me from my bank so we got that settled then I had to open a new policy again no problems no issues questions was asked I answered again to my consent everything they asked me for any and all information for the new policy again payment was made I had insurance on my vehicles again no problems then my gmc Yukon got stolen and I got the police report and everything sent it along with the pics of the keys of the vehicle then one day agent calls starts asking me questions I answer them we had a get together with some family and friends woke up to the car being stolen then they asked me who I lived with and of course I have my wife and kids so now its a issue because they said my wife could of token the vehicle or something that I never said she lived here with me again they never asked or I would of excluded her from anything concerning the vehicles they are under my name and no one elses name because she dont drive doesnt have a license I am a stay at home father because of injuries so I take pick up my kids from school drop wife off at work so at no point does she even grab or need the vehicle so because of that after my the report was made they canceled my policy so they wouldnt pay me for the stolen vehicle you can go back listen to recorded conversation when I would call them or I still have all the emails
Business Response
Date: 09/22/2025
Dear Disputes Resolution Specialist,
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. After thorough review of the claim and policy, our position remains unchanged.
Sincerely,
Policyholder Relations at CSAA
Customer Answer
Date: 09/22/2025

Complaint: 23900670

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 09/23/2025
Good morning I was never aware never told never asked if anyone else was driving the vehicle I would of said I lived with my with and kids and the cars are only under my name for the same reason that no one else drives them they took payment I got confirmation number for insurance both times and then it was a issue when I had a problem and then they just said your policy has been canceled thats not right at all
Business Response
Date: 10/03/2025
Dear Disputes Resolution Specialist,

We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. After thorough review of the claim and policy, our position remains unchanged.

Sincerely,
Policyholder Relations at CSAA
Customer Answer
Date: 10/05/2025

Complaint: 23900670

I am rejecting this response because:I dont believe its right no one ever asked me any other questions but liability and payment cars are under my name alone and to the date I still get messages to renew my AAA when its supposed to have been cancelled please listen to recorded calls and tell me when you hear something about them asking me any further questions about who else was driving my vehicles

Sincerely,

******* Espinoza
Business Response
Date: 10/08/2025
Dear Disputes Resolution Specialist,
After further review of the claim and policy application, the policy is being rescinded due to unacceptable risks per our underwriting guidelines and for misrepresentation in the policy application. Attached is a copy of the letter sent to the complainant which explained this matter.
Sincerely,
The Policyholder Relations Team at CSAA
Customer Answer
Date: 10/08/2025

Complaint: 23900670

I am rejecting this response because: if there was questions about who lived in the household I wouldve said who lived here besides my self kids and wife but that was never a question asked on your behalf thats why it was never answered only thing they wanted to know was what policy I wanted payment for it and that was it listen to your recorded conversations at no point was any of those questions asked ok then something happens I have a claim then you want to cancel my policy that doesnt work that way

Sincerely,

******* ********
Initial Complaint
Date:09/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On (I believe) August 6th, 2025 I called AAA for a replacement battery. They sent a tow company with a battery. The tech working for the company damaged my car ($1250) radiator to the point it was und needed to be towed to a mechanic. At that point, I gave the car to the mechanic because I didn't want to put that much money into it. I called the tow company, they said my avenue of recourse is AAA. So I filed a claim with ***. Initially they were VERY unresponsive to my claim, I could not get a response, let alone action. Finally someone called me, let me know that since I no longer have the car, they will not be reimbursing me in any way. Since that day, at least two or three weeks ago, i have been trying to get AAA to provide me with their decision in writing. This is the real nature of my complaint: I cannot get them to provide a written claim decision. Therefore, I cannot protest the decision, I cannot take that to the tow company, I cannot do anything. I have called a specific person two or three times each week, and I have emailed her equally as often. I have gone to my local branch. I have called customer service, etc. All of them either do not respond, or promise me something in writing "by the end of the day today". As of 9/17/25, I've not received that.
Business Response
Date: 09/19/2025
I have been informed by our damage team that they wrote to member denying refund.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:09/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 11, 2025 i purchased a faulty battery from ***. On June 2025 i had to purchase another batterty I called AAA roadservice to report i purchased a bad battery since that I have **************** trying to receive help. Transferred numerous amount of times badd customer service. I requested to have someone such as supervisor/ manager please contact me for a resolutuion NONE!!! On August 11, 2025 i submitted my receipts of purchase for the battery and the new battery i had to replace. The customer service with *** is the worst at all levels. NO follow-up and the representative need customer service classses please listen to the audio tapes. Just refund my money!!!
Business Response
Date: 09/12/2025
This BBB complaint came to AAA in Northern CA. This needs to be routed to AAA in ********
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:09/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 1st purchased a home owners insurance policy with AAA Insurance Company on April *******. I layer contacted the insurance agent back because we had spoken about bundling my insurance with auto insurance as well. I received a vehicle from my significant other and once I did took the necessary steps to ***** the title over to my name. I was quoted a price for the auto which was $172.00 a month and a down-payment of $843..34 paid 07/17/25 ,08/19/25 ,and $246.87, 08/29/2025 . When I called **** Haudar about my concerns , I was given multiple excuses for the discrepancies and was told the under writers were missing the bill of sale something that provided the date of sale and the sellers name?
Business Response
Date: 09/10/2025
This complaint came to us in Northern CA. It needs to go to her local club in **..
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 09/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And will pursue the correct business located in my Metro area.

Sincerely,

****** ******
Initial Complaint
Date:09/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Worst experience ever, called for an out of town on a purchased vehicle, waited 4 hours then finally called them, some horrible supervisor got on the *********** said, yelling at me that she can't tow the vehicle because I just purchased it, I argued & let her know that I have ************************************* on my vehicle, she did not care, very ****, wish I had got her name, but I was so upset, I hung up & went back to my car I drove up in which was parked outside a restaurant, low & behold, that car would not start, so I initiated a service call for that vehicle, then my phone rang, some supervisor lady, the same nasty one started yelling at me saying I have committed *********** was going to cancel my account with *** after 24 years of dedication/membership, I tried to explain to her that this was the vehicle I drove up in, different model, different color, different year & license plate, she yelled at me more this time saying the vehicle has no insurance or registration, finally I had to hang up on her due to excessive verbal abuse, at this point I was shaking & could hardly stand, but the entire experience was awful, I even told the horrible lady that I can send a picture of the ************************************* of the vehicle that broke down outside the restaurant both of which were in my name for a very long time, she did not care & continued to make assumptions about her radical theory, she even said I only needed my other car towed because I wanted a ride home, how would that make sense at all, she was a disgrace to AAA & needs to be terminated, also the tow company called Welcome ****************** located in **************** were in on the scam, they called me & said I need to pay them $1500.00 cash because they wont tow via AAA, they are all involved in scams to take funds from legit customer, me of which have been loyal to AAA for 24 years. I ended up paying $1,500.00 for a tow, bad fuel pump fixed the vehicle. Proof of ownership/insurance below
Business Response
Date: 09/12/2025
We are refunding member for his out of pocket for the tow. We have ordered the refund check which he should receive within the next ***** business days.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:09/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday I called AAA. They sent Columbia Towing of *********** to tow the car. Never again! It was a nightmare! The lady that called me seemed to be on drugs or something. She called me from **************. She kept getting confused and then she blatantly lied saying when the wrecker came to get the car, it was in the middle of the road! That was a big lie! The car was on the side of *************** in **********. *************** is a major road in **********. Cars were traveling the road all morning. They would have called the police if the car had been in the middle of the road. The car was on the shoulder of the road almost in the ditch. My sister even fell in the ditch trying to get her groceries out of the car. I have never seen a business blatantly lie, scream at me, and act like a person on drugs! What is wrong with these people? The rude and mean secretary told me I had to pay for the service before he came back. I paid. I called and told the dealer what was going on and he told me to cancel the tow because he would get the car. I called AAA and canceled the call and they charged me anyway. They lied . And they stole my money
Business Response
Date: 09/08/2025
This complaint came to AAA in California, This needs to be routed to members local club in SC>

Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:08/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted AAA because the car battery in my wife's car had died. The original call I made I was told they couldn't dispatch because my mother; who was the account holder; was not present. I called back and signed up for a membership so we could have someone come out and replace the battery. I received a text with an ETA time. My wife was home- the car was safely parked in the drive way at our home. About an hour goes by and I get a call from *** that they came and no one was there to answer the call. This was confusing as my wife was home and I never received a call or text letting me know they arrived at the scene. They charged my card $60 twice for dispatch service and then left and told me they could not help me today. I asked them to refund me either charge since no one ever came out and they told me no. No one arrived at the scene- as I mentioned my wife was home and no one knocked or called to let us know they arrived. Now they are taking $120 and refuse to refund me ? I cancelled my membership at this point; got a jump; and had the battery replaced by a local auto shop with ZERO help from ***.
Business Response
Date: 09/02/2025
Not our member, This case needs to be filed with his local club in ********
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 09/03/2025

Complaint: 23819413

I am rejecting this response because: all they are saying is we are not the member there/ who do I have to reach to get this rectified. No one in the company is helpful at all!

Sincerely,

**** *********
Business Response
Date: 09/04/2025
He needs to go to his local club in ******** We are in California and have no jurisdiction over other clubs.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:08/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
01/17/2025 *** membership are refusing to pay me an reimbursement for an accident that occurred in *******, ******* due to severe weather conditions caused from snow & freezing temperatures. Another towing company had pulled me out from an embankment due to a solo accident that happened off of Exit 10. Overview: The document outlines towing and recycling services, including fees for various services and contact information.**Towing Services**- Minimum Show-Up Fee: $250.00 - After Hours Hook Fee: $350.00 - Unloaded Mile Fee: $250.00 - Loaded Mile Fee: $3.50 per mile for 6 miles, totaling $98.00 - Additional fees for clean-up, labor, and roadside services at $100.00/hour ******************************* Abandoned Vehicle Fee: $75.00/hour plus mileage - Outside Storage Fee: $250.00/hour plus storage costs - Parking Violation Fee: $250.00 plus storage *********************** In Town Jumpstart Fee: $75.00 - Out of Town Jumpstart Fee: $150.00 plus mileage ******************************* Phone: ************ - Emergency/After Hours Phone: ************ - Address: ************************************************
Business Response
Date: 08/29/2025
Member is being refunded $798.00. Check has been ordered and she should expect to receive the check within the next ***** business days.
Lakshmi Pal
************

Customer Answer
Date: 08/29/2025
I appreciate your prompt response. On Thursday, August 28, 2025, at approximately 2:46 p.m., I received a call from ******* in the *** membership department on a recorded line. She informed me that I would be receiving a refund check for $798.00 and also agreed to reimburse me for towing expenses incurred due to severe weather from an accident on January 17, 2025, while traveling from *******, *******. ******* stated that it will take approximately 14 business days from the date the check was issued.
Thank you

With regards,
**** T Nagel

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