Business Profile

Auto Insurance

CSAA

Headquarters

This business is NOT BBB Accredited.

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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

BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.

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

362 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/21/2025
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.
Being billed and forced to pay a policy on a car that doesn't exist. I've called aaa spoken to a *** who assured me a full refund, instead I m getting bills and solicitations for service. What an insult. I want my stolen money back I have no policy no car.. the car they have insured doesn't exist. Evil business, unacceptable.
Business Response
Date: 08/21/2025
This needs to be routed to her local club in *****
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:08/14/2025
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.
Called 3A roadside assistance on Au3, 2025 because my 2024 *** would not start. Thought I might need a jump start because my car is brand new (***** miles) and under warranty. The driver said the battery was defective and I needed to buy a new battery. He installed a new battery instead of offering to tow me to the dealership. When I asked for the battery, he said it was already in the truck. He drove very quickly out when he saw my husband coming. My husband quickly called roadside assistance to complain. The next day we went to the 3A office in ******* to formally complain. We called our credit card company to dispute the charge of $2714.00. The service manager at ***** said that this company should reimburse us for the battery and installation because it is covered under the ***** warranty. We feel that convincing an 80 year old woman of buying something she didn't need is a form of elderly abuse.
Business Response
Date: 08/18/2025
Business response in notes
Initial Complaint
Date:08/14/2025
Type:Order 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.
Subject: Response to Request for Business Address Complaint ID #********

Dear Yarell ********,

In response to your request for the business address I interacted with regarding my complaint, please find the details below:

Address on Correspondence Letter:
CSAA Insurance Exchange
PO Box 24523
*****************-1523

Local ************* I visited/interacted with:
************************************************************************************

I have attached a redacted copy of the December 4, 2024 correspondence from CSAA Insurance Exchange. This document shows the business address on their official letterhead while removing personal and claim-related information not relevant to your request.

Please let me know if you require any further information to proceed.

Sincerely,
****** ****

Attachment:

Dec 4, 2024 Claim Resolved (Redacted).pdf
Business Response
Date: 07/31/2025
This does not appear to be a matter for the Automobile Club of Southern California (ACSC) to address. The claim number does not match our claims records and the complainant appears to be residing outside our territory. Please re-direct to the correct ******** for review/response.
Customer Answer
Date: 08/14/2025
My complaint concerns AAA Insurance's mishandling of claim number ************, related to a vehicle accident on November 11, 2024. On May 17, 2024, I was notified that I was found 90% at fault and given 30 days to appeal. However, *** submitted the claim to arbitration just 7 days later, effectively cutting off my right to appeal.Additionally, the claims adjuster, ******* *******, misled me by stating that challenging the fault decision could result in a lawsuit. He failed to inform me that arbitration decisions are binding and that *** offers legal support in such cases. This coercive advice influenced my ability to respond *********** December 2023, I was told that there was no video evidence from the other party. Later, *** accepted and submitted video footage without notifying me or giving me a chance to review it before arbitration. The adjuster also failed to scrutinize the edited or incomplete footage, thereby failing to represent my interests.This mishandling has caused financial loss, emotional distress, and a loss of trust in ***'s claims process. I believe these actions represent a breach of contract and bad faith insurance practices.
Business Response
Date: 08/19/2025
Dear BBB:
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 August 14, 2025. We understand the customers frustration regarding the outcome of the liability investigation and sincerely apologize for the inconvenience this has caused. We have reviewed the file in question. At the customers request, liability was reviewed multiple times. Based on the information regarding this loss we are confident that a proper investigation was completed, and a proper liability decision was reached.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 08/19/2025

Complaint: 23545226

I am rejecting this response because: Please find the attached PDF.

Sincerely,

****** ****
Business Response
Date: 08/21/2025
Dear BBB:
Our position remains unchanged and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Claims Department
Initial Complaint
Date:08/13/2025
Type:Billing 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 went to go pay my bill I checked the website and the app it said my bill was already paid and today they send me an email saying that I owe two months of insurance I tried talking to them and they did nothing to help me just a bunch of excuses I dont think that its right that they made a mistake and I did what I was supposed to. I feel that I did everything in my power to follow the rules and pay my bill its not right that something happened on there side I thought that maybe I already paid and forgot theres no late fee there were no letters or emails to say that my payment was late or they were going to cancel me and usually if u dont pay on time the bill will cycle in next month and they will tell you if you dont pay by this time you will be cancelled I already paid Im not paying again I want them to reverse the payment do some investigating not just right me off
Business Response
Date: 08/18/2025
Dear Disputes Resolution Specialist,
A review of the account confirms that we sent an auto insurance bill on July ******, reflecting a balance of $547.12 due on July 22, 2025. We received the payment of $547.12 on August 13, 2025, which brought the account current. The next minimum payment of $547.12 is due on August 22, 2025.
We hope this provides the clarity you were seeking.
Sincerely,
Policyholder Relations at CSAA
Customer Answer
Date: 08/21/2025

Complaint: 23742099

I am rejecting this response because: that payment was for this month thats y I paused this month they wont get another payment this month Im talking the payment for last month Im not paying twice

Sincerely,

******* ********
Business Response
Date: 08/21/2025
Dear Disputes Resolution Specialist,
A minimum payment of $547.12 is due by August 22nd, 2025.After a thorough review, we have now closed the matter.
Sincerely,
Policyholder Relations at CSAA
Initial Complaint
Date:08/11/2025
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.
In December 2024 my 3-story townhome was devastatingly flooded with all the floors and wall on both 2nd and 3rd levels needing to be replaced. The damage totaled over $30,000 plus personal loss. My family and I stayed in a hotel for 3 months while our home was repaired. The claims adjuster ***** ****** advised me and my family to submit all the receipts for dining out while living in a hotel for 3 months; an excel spreadsheet itemizing the non-salvageable items with replacement costs, copies of increased utility bills between February and March of 2025 compared to 2024; additionally provide a list of the rugs lost due to sewage water and mold. These documents were provided to CSAA claims email and Mr. ****** on several occasions between December 2024 and April 2025 little to no response and zero monetary compensation for any of the forementioned items. I have left numerous messages over the last 5 months with the last text and emails with attachments being sent in April 2025. It is now mid-August and we have not been contacted by CSAA with any status updates.
Business Response
Date: 08/19/2025
August 19, 2025

Better Business Bureau, ****

Re: BBB File Number: BBB case 23730956

Dear Better Business Bureau, ****:
We're in receipt of your offices inquiry and have thoroughly reviewed the complainants concerns.
Below, please find our response to this matter.
Upon reviewing the claim file, we found that a supplemental payment for a list of non-salvageable content items had not been settled. We promptly issued the payment in question and left a voicemail for the customer, apologizing for the oversight and providing our contact information to discuss the matter further.
To date, the customer has not returned our call. However, we have confirmation that they received and cashed the payment.
Should you have any questions or require additional information, please don't hesitate to contact us.

Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:08/07/2025
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.
To Whom It May Concern,On June 19, 2025, at approximately 9:00 PM, I was driving on ************** in *******, **. As I approached ******************, I entered the turning lane when another vehicle pulled out from a driveway onto the main road, colliding with my 2024 Tesla Model X.A police report was filed regarding this incident. I subsequently filed a claim with the other driver's insurance company. After repeated attempts to resolve the matter, they are only willing to cover 80% of the damages to my vehicle. I firmly believe I was not at fault for this accident, as the other car pulled directly into the main road from a driveway, making it impossible for me to prevent the collision.I have been unable to speak with anyone who can explain why my claim is not being covered at 100%. I am seeking assistance with this matter.Thank you for your time and consideration.Sincerely,***** Sugar The other Insurance Information:CSAA Insurance ******* ******** *********************** Claim # ************ *******************************************
Business Response
Date: 08/11/2025
Dear BBB:
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 August 7, 2025. Thank you for sharing this feedback with us. We acknowledge the concerns and appreciate you bringing this to our attention.
In the concern it states the complaining party entered the turn lane and was unable to avoid the collision with our insured who pulled from a driveway onto the main roadway. A police report was filed regarding the incident. The police report confirmed that a contributing factor in the loss was for the complaining partys improper passing of stopped traffic in a single lane, whereas he entered a designated turn only lane and drove straight when it was unlawful to-do so. The complaining parties own insurance company found him to be 20% liable for the accident due to this reason. We considered all statements, police report, facts and circumstances of the claim and concluded that complaining party was a contributing factor in the accident for unsafe passing and traveling straight in a designated turn only lane.Although the complaining party may not agree with our decision, based on our review of the facts and evidence we found and agreed with the complaining parties insurance carrier that he was a contributing factor in the incident and agreed our insured was 80% at fault for the accident.
Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:08/01/2025
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 April 19, 2025, the insured, ******* *****, sideswiped my legally parked vehicle and left the scene without leaving contact information. I located her vehicle with matching damage in her parking lot and contacted the police, who confirmed the connection. I contacted CSAA (AAA Insurance) and filed a claim.I provided photographs of my vehicles damage and of the insureds vehicle showing matching impact, along with my account of the events. Despite this, on May 19, 2025, CSAA denied liability, claiming insufficient evidence and relying on the insureds denial of involvement.I have repeatedly attempted to resolve this matter, including giving CSAA the opportunity to pay for the $3,200 in damages before pursuing legal action. They have refused. I have now filed a small claims case in Multnomah County Circuit Court against their insured and issued a subpoena to CSAA for the insureds address and complete claim file.I believe CSAA has acted in bad faith by ignoring clear evidence, taking their insureds word over the physical damage facts, and failing to act reasonably to resolve a straightforward liability claim.I am requesting CSAA immediately accept liability and reimburse me for the $3,200 vehicle repair cost plus my $102 filing fee to avoid further litigation.
Business Response
Date: 08/08/2025
August 11, 2025

Better Business Bureau, ****
************************
****************

Attn: *** *.

Re:       Complainant:***** *****
            BBB File Number: 22448919

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on August 2, 2025. I have provided the information you requested below. After a thorough review of the claim file, we have determined that the available evidence does not establish liability or involvement on the part of our insured. Accordingly,we have denied both our insureds involvement and the claim. We understand this is not the outcome the claimant was seeking; however, based on the facts and documentation presented, we believe this is the correct and appropriate decision.
Sincerely,
******* ******
CSAA *****************

Customer Answer
Date: 08/09/2025

Complaint: 23689249

I reject CSAAs response. Their statement ignores key facts, omits critical evidence, and mischaracterizes the situation.

The insured admitted involvement in both telephone communications and a voicemail message, which has been provided to CSAA.

The ************************** located the insureds vehicle shortly after the incident and confirmed matching damage between her car and mine.

Police assisted in contacting the insured, who promised to take responsibility and resolve the matter civilly. Based on that promise, I agreed not to pursue criminal hit-and-run charges.

The insured has since refused to pay, and CSAA has chosen to disregard the insureds own admission, photographic evidence, and police confirmation.

CSAAs claim that the available evidence does not establish involvement is simply false. They have not explained why the insureds admission and police-verified damage are being disregarded, nor have they offered any alternative explanation for the damage.

I have now filed a small claims case in Multnomah County Circuit Court and issued a subpoena to CSAA for the insureds address and full claim file. If CSAA believes its denial is defensible, it will have the opportunity to present that position under oath.

I remain open to resolving this matter promptly and fairly without further litigation if CSAA will accept liability and pay the $3,200 repair cost plus my $102 court filing fee.

Sincerely,

***** *****
Business Response
Date: 08/13/2025
August 12, 2025

Better Business Bureau, ****
********************************************************************************

Attn: *** *.

Re:       Complainant:***** *****
            BBB File Number: 22448919

Dear Disputes Resolution Specialist:
Following the claimants continued dispute of our prior response, we have again reviewed the claim file in its entirety, including all evidence and statements provided. The documentation does not support a finding of liability or involvement by our insured.
As a result, our decision to deny the claim remains unchanged.
We understand the claimant disagrees with our conclusion; however, our determination is based on the facts, the available evidence, and our obligations under applicable policy provisions and governing standards. Without new or substantive information that would alter the findings, we must uphold our original position.
Sincerely,
******* ******
CSAA *****************

Customer Answer
Date: 08/13/2025

Complaint: 23689249

I reject the businesss response.

CSAA is repeating their position without addressing the actual evidence already provided. Their insured verbally admitted involvement during a phone call and in a voicemail these recordings were provided to CSAA.

The ************************** located the insureds vehicle, visually confirmed that the damage matched my vehicles damage, and contacted the insured directly. Police declined to pursue criminal charges only because the insured promised to take responsibility and handle the matter civilly.

This is not a lack of evidence it is a refusal to acknowledge:

The insureds own admission (recorded).

Photographs showing clear matching impact damage.

Police involvement confirming the match and the insureds commitment to resolve the matter.

CSAAs refusal to engage with this evidence is not consistent with a fair claims process. I will be pursuing this matter through small claims court and the Oregon Division of Financial Regulation. I remain willing to resolve this matter without litigation if CSAA will reassess liability based on the facts already provided.

Sincerely,

***** *****
Initial Complaint
Date:07/30/2025
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.
The reviews for CSAA auto insurance appear to be regarding AAA. The two entities are different and confuse me, the consumer. I have both AAA and CSAA. One, AAA, pertains to issues when your car is out if operation whereas CSAA is auto insurance used when your car was injured in an accident. The two are different. The reviews I read on this web site pertain to AAA. NOT CSAA. That means the ratings for CSAA are not accurate. I have had amazing service with CSAA. My claims were always paid quickly. For my last claim CSAA had to go to arbitration because the other insurer's company did not pay the claim even when there was a police report issuing a ticket to the person who hit me. I was able to have my car repaired where ever I wanted. No dictation saying you can only go to a specific second rate repair shop. I also have had great service with ***. They towed my car to where ever I wanted it taken. Responded timely and were very courteous.
Business Response
Date: 08/11/2025
August 11, 2025
Better Business Bureau, ****
************************
*****************

Attn: *** *.

Re: Complainant: *.**********
BBB File Number: 23675815

Dear Disputes Resolution Specialist:
We have received your offices inquiry and have reviewed D. Fitzgeralds comments submitted to your department on July 30, 2025.
As a valued AAA policyholder and member, you are aware that our singular purpose is to provide excellent service to all our customers. Feedback from insureds and members like yourself allows us to maintain the level of service you have come to expect and deserve.
Sincerely,
CSAA Policyholder Relations
Customer Answer
Date: 08/11/2025
My first name is Dorothy
Initial Complaint
Date:07/28/2025
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 11/21/24 my son ****** ****** was rear ended by ******* ****** , an insured of Triple A she smashed into my son while he was legally parked . Triple A took full responsibility but is attempting to settle his claim for a mere $369, even though his employer granted him 6 months off to recover . After the adjuster ******** ***** and I exchanged words due to her snaky attitude and unprofessional demeanor . I filed two complaints against her with two superiors . It was then she rejected the employers granting of the six months off to my son to heal . This adjuster went further to contact someone in the HR department of CEO and conjured up some type of story , now the employer is claiming ****** was granted 3 days off even though ******** ***** has the first letter proving he was indeed granted six months off . Prior to her nasty demeanor she sent me an email confirmation stating ****** is owed the $14,000 in loss wages . The only fair resolution to this matter is for Triple A to settle this claim for the $14,000 they owe ****** ****** .
Business Response
Date: 07/31/2025
Dear BBB:
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 July 28, 2025.
We contacted the complainant on July 29, 2025, to address their concerns.This is a value dispute regarding the complainants sons wage loss claim. The complainant is requesting approximately 6 months in wage loss to resolve her sons claim. However, we have evaluated all the documents the complainant has submitted and the medical documentation we received does not support the requested duration of time.
We have explained this to the complainant and advised should they have additional supports to submit, to please forward for our review.
We will continue to work with the complainant to reach an amicable resolution.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:07/25/2025
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 4th march 2025 I had a battery failure in ********************** near *********************. I called AAA and they sent a technician who replaced the battery. He assured me that there would be no problem. I had an appointment and was late and I did not notice that the radio and rear camera no longer worked. I reported this to *** in **** Utah at Map of orem utah aaa *********** AAA *******************************************. **** ******* &Josh ****** helped me. They provided $400 so I was able to get my 2014 Chevrolet Silverado examined by **************************** *********************************** on 2 April 2025. They provided documentation that I provided to AAA that stated that removing the battery had activated the anti theft mechanism to stop theft of battery and that I need a new module and they had to program it to fix my radio and camera. *** has given me the runaround. A woman senor native american and I believe this is extreme racism. People should leave *** and they I believe they should be banned from operating in ****. I provided this report to ***. I want my car to be fixed and safe. It worked before *** changed the battery, it did not work after that. You figure it out.
Business Response
Date: 07/29/2025
We have again reviewed this damage complaint and want to reiterate
fter extensive review of your claim, we cannot determine that the driver from Auto Tech Towing is responsible for the damage to your vehicle. Due to the type of damage that was reported, the equipment that was used and the diagnostics provided to us - we cannot place responsibility on Auto Tech Towing.
It appears to be a common problem with this specific vehicle. We have been unable to determine whether the cause stemmed from the discharged battery, the replacement battery, or a combination of both. Consequently, we are deeming this issue inconclusive.
We are unable to find the contract station responsible for the damage. We did not find conclusive evidence that the Auto Tech Towing driver was negligent when changing your battery.
However, our decision is not binding. If you still feel that Auto Tech Towing was responsible for the damage, you may pursue this matter with them. In this case the service was provided by an independent contractor, and not AAA Northern California, Nevada & **** (AAA ****) employees or agents. Although we hold our independent contractors to a high standard of service, we cannot control the method, manner and means in which such services are rendered. Accordingly, AAA **** is not legally liable for the acts or omissions and is not responsible for the misconduct or negligence of independent contractors.
Sincerely,
Lakshmi Pal
************

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CSAA is NOT a BBB Accredited Business.