Complaints

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

close

Find a Location

CSAA has 78 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CSAA

  3055 Oak Rd Walnut Creek, CA 94597-2098

• 

  CSAA

  601 Kings Ct Ukiah, CA 95482-5004

• 

  CSAA

  150 Hayes St San Francisco, CA 94102-4710

• 

  CSAA

  1276 S California Blvd Walnut Creek, CA 94596-5123

• 

  CSAA

  111 Lynch Creek Way Petaluma, CA 94954-8301

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: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 

• 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:08/19/2025

  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 December 19, 2024 I was involved in a car accident with a semi truck. The following day I filed a claim with CSAA Claim #************. I was told by my claims adjuster ******** ****** that *** would seek reimbursement of all out of pocket fees I incurred from the use of a rental car from the other driver who was found to be 100% liable. I received payment for the damage done to my vehicle about a month after my accident, however I have still not been reimbursed the $698 owed to me from my rental car agreement at Enterprise Rent a Car. Today is 9 months since the accident. For a time after the accident, I would send emails and call my claims adjuster, and she stopped answering my emails or returning my phone calls. I tried emailing supervisors, headquarters, etc, and no one would give me any status on when I should be receiving my money. I finally gave up and stopped trying to initiate contact since they were clearly ignoring my pleas. Last week after several months I emailed and called the new claims adjuster assigned to my claim and she wrote me back this response:Good morning,Thank you so much for reaching out. I am pending a response from my subrogation department to confirm who we recovered the funds from on your claim. Once I am able to obtain that information, I will provide it to you so that you can reach out to that company with your Out of=Pocket Rental bills. Please reply all with additional questions and I would be more than happy to assist. Thank you ****************************** Claims Advisor, Senior CSAA Insurance Group, a AAA Insurer She makes it sound as though I am responsible for contacting the other parties' insurance carrier and try to recover the funds owed to me myself. Isn't that why we buy auto insurance? I feel that CSAA is acting in bad faith. I have done everything in my power to try to resolve this numerous times, and it's obvious they do not have any intention of reimbursing me.

  Business Response

  Date: 08/27/2025

  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 August 20, 2025. 
  

  The members' policy provides a maximum rental coverage of $900.00 per loss, which was fully utilized due to the circumstances of the accident.  We recognize that despite this coverage, the member has incurred additional out-of-pocket expenses totaling $691.46. 
  

  As part of our efforts to recover damages on the members behalf, we pursued subrogation rights.  Although these rights are limited to the coverages outlined in the policy, we included their out-of-pocket expenses in our demand to the adverse party as a courtesy to the member.  Unfortunately, our attempts to recover the full amount (which includes their out-of-pocket expenses) were unsuccessful.  We will provide the member with the necessary information regarding the adverse insurance carrier,  so they can directly coordinate reimbursement of their out-of-pocket expenses.        
  
  Sincerely,
  
  CSAA Insurance Group Claims Department

• 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