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

367 total complaints in the last 3 years.
106 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:10/31/2025
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.
AAA Sold Defective Battery and Refused to Honor Warranty In October 2025, I contacted ******************** for a tire change and dead battery. I purchased my AAA battery in October 2023 with a three-year warranty, expecting reliability. Instead, *** had repeated service calls, conflicting information, and no resolution.During the first visit, the ********** jump-started my car but didnt test or replace the battery. Two to three days later, the battery failed again. A second ********** confirmed the alternator was fine and told me to drive the car to recharge the battery. I followed this, but the battery failed again. When I called *** a third time, I was told it just needed charging.Before doing so, I called AAA and spoke with *** *****, who admitted the prior guidance was incorrect. He said the only way to properly recharge the battery was at a battery charging facility and assured me that if I provided documentation showing the battery had been fully charged and still failed, AAA would replace it under warranty. I had Advance Auto Parts charge the battery, but a few days later it failed ********* then said they would not replace the battery unless it tested completely dead, contradicting prior assurance. I requested escalation and a refund or replacement. My case was sent to Member Relations on October 22, and despite multiple calls, voicemails, and emails, I received no response. On October 31, I had to call a ***************** has failed to honor its warranty, given conflicting information, and shown poor accountability. I am requesting immediate replacement or refund for the defective battery.
Business Response
Date: 10/31/2025
This needs to be routed to His local ******** in ***
Sincerely.
Lakshmi Pal
Initial Complaint
Date:10/30/2025
Type:Customer Service 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.
Recently was involved in a m through ***. I contacted *** and they notified me. Their insured took responsibility for the collision and AAA will be covering the cost to repair my vehicle. On October 15, 2025 emailed a statement with an estimate of repairs to my vehicle. I still have not recently involved in a minor traffic collision with a driver who is insured
Business Response
Date: 10/27/2025
Please forward to the *** covering California for review and resolution.
Business Response
Date: 11/05/2025
November 5, 2025

Better Business Bureau, ****

Re: BBB File Number: 24058461

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
We contacted the complainant and their body shop to request photos of the damage. We are currently reviewing the estimate and photos to move the claim forward.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:10/23/2025
Type:Customer Service 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.
False recorded stating we were referred to dealership for rodent remediation on 10/8. We have spent the better part of 2 weeks identifying them as the only place ourselves. All sources referred by *** refused to do the work and even laughed at us. This is a biohazard & could carry hanta virus or other diseases. Refused to accept first photos- again- what photos? This is a SMELL of dead rodent we cannot find. Refusal to communicate with supervisor. I have made multiple requests to speak with supervisor and each time am transferred to voicemail, get a different story or reason. The dealership has had our vehicle for 5 days and adjusters inaccurate ***************** to return communication timely are unacceptable. The noted return calls of adjuster are mostly voicemails or inaccurate information such as authorizing remediation services that refuse to do this type of service. Once this is authorized in this queue, which should have been done last Friday not yesterday, it will take the dealership an estimated week to take the car entirely apart to find the dead rodent. In the meantime we are struggling every day in 1 car as we work different shifts etc.
Business Response
Date: 10/27/2025
October 27, 2025

Better Business Bureau, ****

Re: BBB File Number: 24052712

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
Prior to this complaint to your agency, the complainant left voicemails to the supervisor. The claim file was immediately reviewed. The complainant filed a claim on October 1, 2025. We received photos of the damages on October *******, and an estimate was completed. On October 22, 2025, a payment was issued to the complaint for the repairs to the vehicle, as well as the estimate detailing the payment issued. Unfortunately, the complainant did not purchase rental car coverage, so we are unable to offer rental car coverage.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:10/18/2025
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.
Our Home Owners Insurance, AAA. Has continued to stall and refused to help us after being displaced from the ***** Fire. My family and I our forced to live in a toxic house.
Business Response
Date: 10/20/2025
Hello BBB Team:
We are sorry to hear of Mr. *********** experience. In order for the insureds concerns to be addressed appropriately, please forward to AAA of Southern California. I will also forward on our side.
Sincerely,
CSAA Insurance Group, Policyholder Relations
Initial Complaint
Date:10/16/2025
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.
My car was damaged by a *** insured and this is the claim number *** gave me ************. The *** insured admitted guilt and *** agreed to fix my car. I've been working with *** agent ****** *** ************************************* and the *** appraiser ***** ***** *************************************** Before the body shop even gave *** an estimate, the *** agent ****** already labeled my damage as just a "scratch" and *** appraiser ***** already decided that they are not replacing my bumper with a new one but fixing it instead, and they are not replacing my taillight with a new one but they are putting in a used one. That is not acceptable. I don't know the condition of the used taillight, it might have UV damaged clear coat, scratches, malfunctioning parts and seals. I also do not find acceptable that the bumper should be fixed when it was bent in to the point the taillight was damaged and had a noticeable deformity creased under the taillight. I believe a new bumper and a new taillight from the factory should be used instead.The body shop then inspected the car and issued their statement. Then we found out the "bumper brackets distorted and bumper is wavy" but *** continued to carry on with the earlier assumption that the accident was just a "scratch" and only approved a repair instead of OEM replacement.I find that *** has been dishonest, having policies that did not take into account any of the work the body shop did and prefers to save a **** and to have my car with distorted mounting brackets on the road causing a safety concern for me and other drivers. *** told me all cars have distorted bumpers from factory! A lie! The body shop estimates the bumper is $2,103.77 from the dealer. With tax of *****% the total is $2,311.52. I believe *** owes me an additional $2,311.52 to cover the cost of a new bumper. I understand the body shop is gifting me a new taillight because they believe *** is unnecessarily forcing used parts but they do not want to pay for the bumper.
Business Response
Date: 10/10/2025
Please forward to AAA California for review and follow up.
Business Response
Date: 10/16/2025
Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry.
We have been alerted that the complainant also filed a formal complaint with the State Department of Insurance with similar concerns.
Please be advised, to avoid duplication, we will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant.
The concerns submitted to your agency will also be reviewed and addressed in their response to the complainant.
Sincerely,
CSAA Insurance Group | Policyholder Relations
Customer Answer
Date: 10/16/2025

Complaint: 23981650

I am rejecting this response because: I would like to have BBB look at this case independently and apart from California Department of Insurance. *** is using this response to close the case here without making any progress towards a resolution. *** has not provided any information or response except this effort to shut down the inquiry.

Sincerely,

****** *****
Business Response
Date: 10/20/2025
Dear Disputes Resolution Specialist:

We are in receipt of your rebuttal.

Per our October 16th response, to avoid duplication, we will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant including additional concerns submitted to your agency.

Sincerely,

CSAA Insurance Group | Policyholder Relations
Customer Answer
Date: 10/20/2025

Complaint: 23981650

I am rejecting this response because:
This is the same non-response I have received from AAA before. *** does not want to try try to resolve the matter on BBB. Again I'm responding that I'm not closing the matter on BBB.
Sincerely,

****** *****
Business Response
Date: 10/24/2025
Dear Disputes Resolution Specialist:

We are in receipt of the rebuttal and have responded to the complainant's DOI complaint via letter dated October 15th, 2025.
"We have reviewed the claim file and your request to have an OEM tail lamp and OEM bumper
paid out to you from our insured's policy for your 2015 Porsche Boxster. On September 28, 2025,
your shop of choice, AW Collision of SSF, accepted an estimate to repair your rear bumper and
use an LKQ tail lamp. Based on the documentation in the file, we agree that your bumper can be
repaired and your tail lamp being replaced with an LKQ tail lamp is an acceptable repair.

We believe that we have been diligent, thorough, and fair in our investigation and in our handling
of our claim file. Please contact me should you have any additional questions."
Sincerely,
Policyholder Relations at CSAA
Customer Answer
Date: 10/24/2025

Complaint: 23981650

I am rejecting this response because:
AAA is lying here that they "agree." I requested that they replace the bumper with a new OEM one given that the mounting tabs were found to be "distorted" and the bumper face to be "wavy" following the accident. I do not believe the aesthetics of safety of the bumper would be the same. *** wants to repair, not replace. Big difference, and clearly the whole reason why I complained to the BBB and California Department of Insurance. *** is trying to win by confusing everyone with their language but they are not fooling anyone.
With regards to the tail lamp being replaced, AAA state they would replace it with an "LKQ tail lamp" not a new OEM part. Again, the body shop said they'll use new OEM parts at their own cost since I did not agree with LKQ replacement.

Sincerely,

****** *****
Business Response
Date: 10/28/2025
Dear Better Business Bureau,

We have received and reviewed the additional comments from the complainant.

Our ***************** has thoroughly reviewed and addressed all concerns raised, including the formal complaint submitted to the Department of Insurance. As previously communicated to both the Insurance ******************** and the complainant, the chosen repair shop accepted our estimate to repair the rear bumper and use an LKQ tail lamp. We believe we have adequately addressed all issues presented.

Sincerely,

CSAA Insurance Group Policyholder Relations
Customer Answer
Date: 10/28/2025

Complaint: 23981650

I am rejecting this response because:
AAA is just repeating that they do not agree to replace the bumper or taillight with new OEM part. *** has no defense and presents no evidence, they're merely restating that they fix cars however they please. The evidence that the bumper is not aesthetically or functionally equivalent to what was on the car is present in AAA's own documents that I attached with my claim. The mounting tabs are not safe and the bumper face is wavy.

Sincerely,

****** *****
Initial Complaint
Date:10/13/2025
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 September 22, 2025, in the afternoon, I was driving near ******************************************. A vehicle in the lane to my left suddenly merged into my lane over a solid line, and the right side of that vehicle hit the left side of my car.After the collision, the other driver did not stop and fled the scene.Later, I reviewed my dash camera footage and went to the police station to file a report. The police identified the other vehicle and its insurance company (CSAA General Insurance / AAA Insurance).However, the other partys insurance company has refused to pay, claiming that their insured stated they did not know who was driving the vehicle at the time of the hit-and-run. I believe this is unreasonable because the vehicle was clearly identified by both the video evidence and police report, and the insurer is using this excuse to avoid responsibility.I am requesting BBBs assistance to have the insurance company review the claim properly and provide a fair resolution for this hit-and-run accident.
Business Response
Date: 10/17/2025
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 14, 2025.
The complainant filed the claim on October 9, 2025. When it was reported we were unaware of who the driver of our vehicle was. Based on the initial evidence we denied coverage as we were not able to confirm the driver.
Since the initial denial, we have obtained additional evidence and are able to afford coverage and accept liability. We are in the process of contacting the complainant to handle their damages.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:10/09/2025
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.
My renter's policy renewed on 9/12/25. I called the call center on 9/2 to ask why the policy discounts were not what they were supposed to be, according to my declarations page. About 10 phone calls and emails later, as of today -- including lies and abusive behavior from the people at the call center -- they still will not credit my policy with the appropriate discounts, which total $26.40. (Only $1 was applied, so actually they owe me $25.40.) Before discounts, the policy total was $132. There should be a 15% multi-policy discount, and a 5% AAA Loyalty Discount, which as stated above, adds up to $26.40. (I did renew the policy on the due date of 9/12, at the fully charged price, because I was still awaiting answers.) The $25.40 should be refunded to my credit card.
Business Response
Date: 10/15/2025
October 15, 2025
Better Business Bureau, Inc.
Re: BBB File Number: 23993000
Dear Better Business Bureau, Inc.:
Thank you for bringing the complainant's concerns to our attention. We have thoroughly reviewed the matter and would like to provide the following response.
On October 9th, our records indicate that the complainant spoke with a ************** Supervisor. The supervisor confirmed that the Renewal Offer premium is correct and that all applicable discounts have been correctly applied to the policy.
We sincerely apologize for any inconvenience or frustration the complainant experienced and are committed to maintaining the highest standards of customer service.
Should you have any questions or require additional information, please do not hesitate to contact us.
Sincerely,
CSAA Insurance Group Policyholder Relations Department

Customer Answer
Date: 10/16/2025

Complaint: 23993000

I am rejecting this response because: this response does not correlate with what it says in black and white on the policy page that was sent to me. The supervisor to whom I spoke, although not giving me any explanation that I find relevant, offered to send me a goodwill check for the amount in dispute, which is $25. I will accept the check, if I do actually receive it. I hope things are corrected by the time it comes for renewal of this policy. But I do not accept the explanation on this BBB complaint, which says essentially that I cannot believe what is black and white on the company's own papers which they provided to me.

Sincerely,

******* ******
Business Response
Date: 10/21/2025
October 21, 2025
Better Business Bureau, Inc.
Re: BBB File Number: 23993000
Dear Better Business Bureau, Inc.:
We have received the complainant's response and have carefully reviewed the additional concerns submitted to your agency.
We attempted to contact the complainant to discuss the specifics of her account. Unfortunately, she left a voicemail indicating that she has already spent a significant amount of time on this issue and does not wish to spend more unless we have new information to ******** response, we called her back and left a message confirming that we would submit our response through the Better Business Bureau.
Regarding the policy premium, we have double-checked our calculations and can confirm that the premium is accurate.All applicable discounts have been correctly applied to her policy.
We understand the frustration that the complainant may be experiencing and are committed to ensuring that all of our policyholders are treated fairly and transparently. If you have any further questions or need additional information, please do not hesitate to contact us.
Thank you for your attention to this matter.
Sincerely,
CSAA Insurance Group Policyholder Relations Department

Customer Answer
Date: 10/21/2025

Complaint: 23993000

I am rejecting this response because: As these documents (CREATED BY THE BUSINESS AND SENT TO ME WITH MY POLICY) state in writing, my "policy qualifies for a 5% membership discount applicable to the base rate..." THIS DISCOUNT IS LISTED AS ZERO, ON THE PROVIDED DOCUMENTS. The "base policy premium" is $118. 5% of that would be $5.90.

"ADDITIONALLY there is a loyalty discount that is applied to the policy based on *** membership persistency.... 1% discount is applied to the policy for every full year the insured has had an active membership..." THIS DISCOUNT IS LISTED AS ZERO, ON THE PROVIDED DOCUMENTS.
Further, there is a "multi policy discount," listed under "Discounts applied," for $1. According to their own senior customer service agent, ***** ***** (who ********************* he has been with the company for YEARS), this discount should be 15% of the base rate. Even if we argue that ***** is incompetent (after hours of phone calls/emails with him), it strains credulity that an insurance company is offering a ONE DOLLAR per YEAR discount (which is what the document shows), for having another policy, i.e., auto, with their company. It is unheard of.
The most that the respondent had to say, on her voice mail, l today, was that she checked with some other department and the discounts are appropriate. This is the same thing I've already been told, and to not address THEIR WRITTEN actual figures and percentages, with me, is at best ill-informed and at worst, a slap in the face. (I'd told her I had already been verbally abused and lied to by their staff and only to speak with me if she had new information -- and this was her only response, which was not new information.) She did not address any of these things I am showing you in black and white on the paperwork.
Sincerely,

******* ******
Business Response
Date: 10/27/2025
October 27, 2025

Better Business Bureau, ****

Re: BBB File Number: 23993000

Dear Better Business Bureau, ****:
We are in receipt of the rejection response from the complainant. We have reviewed the additional concerns submitted to your agency.
Below you will find our response concerning this matter.
We understand that you continue to have concerns about the application of discounts to your policy, specifically referring to our Homeowners Disclosure Notice that mentions "5% membership discount applicable." We want to ensure that you have a clear and accurate understanding of how this discount is applied.
The end of this section of the handout states: "A 1% discount is applied to the policy for every full year the insured has had an active membership, up to a 5% discount cap." This means that for each year you maintain a continuous membership with us, you will receive a 1% discount, with a cap of 5%.
We have reviewed your policy and can confirm that the discount has been applied correctly according to this provision. As of your current membership (ending in 5402) shows that you have been with us for less than (1) year, and your discount reflects this accurately.
If you have any further questions or need additional clarification, please do not hesitate to contact us. We are here to assist you and ensure that you are fully informed about your policy benefits.
Should you have any questions or require any additional information, please let us know.
Sincerely,

CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 10/27/2025

Complaint: 23993000

I am rejecting this response because: Again, this business is failing to address the multiple discounts that their own contract says I am supposed to get. I have pointed out at least 3 discounts, and they are only responding to one. They also have the recording of the phone call wherein their lead agent, ***** *****, confirmed that the discounts that are posted on my policy are NOT equal to the discounts that I am supposed to get. The responses they are giving on this complaint are insulting.

Sincerely,

******* ******
Business Response
Date: 10/30/2025
October 30, 2025
Dear Better Business Bureau:
We are in receipt of the additional comments from the complainant. We understand that despite our previous responses, the complainant feels that the discounts haven't been fully addressed, and we apologize if our explanations haven't met her expectations. We're committed to resolving these issues and ensuring the complainant is satisfied with her policy.
We've reviewed the discounts applied to your policy:
Membership Discount: We've addressed this discount in our previous communication.
Loyalty Discount: As noted in our Homeowners Disclosure Notice provided at renewal time, this discount is based on membership persistency. The current membership (ending in 5402) shows the complainant's been with us for less than one year, the Loyalty discount accurately reflects this.
Multi-policy Discount: We offer this discount up to 15%, with the final amount depending on individual policyholder criteria. This discount was reviewed and found to be applied correctly to the policy.
If you have any further questions, please don't hesitate to contact us.
Sincerely,
CSAA Insurance Group - Policyholder Relations Department
Customer Answer
Date: 10/30/2025

Complaint: 23993000

I am rejecting this response because:

Regarding loyalty discount based on persistency: On several phone calls, which this business has recorded, their own employees including *** ****, supervisor, and ***** *****, lead customer sv **** told me that I was a member for approx. 12 years. I was certainly a continuous member since 11/30/23, which shows on the *** website. (***** specifically told me it did not matter that my email address or home address changed over the years I had been a member, so that is no excuse.) Yet the page I attached shows my discount is a big fat 0 -- not even credit for the one most recent year of 11/30/23 to 11/30/24 --let alone 12 years.

Second, the Homeowners Disclosure Notice says, as you can see from the attachment:

Membership Discount: Per their Disclosure Notice: If you are a *** member, your homeowner policy qualifies for a 5% membership discount applicable to the base rates prior to any other factor adjustment. This is in addition to any other applicable discounts. But again, this discount shows on my policy as another big fat 0.
Multi-policy Discount: As I was told on the phone by their lead customers sv **** this discount is 15%. They are only NOW -- after almost 2 MONTHS of discussing this, and their MANY responses in this BBB complaint -- claiming that it is depending on individual policyholder criteria, and merits only a $1 discount. A $1 multi-policy discount is unheard of, AND they refuse to define this so-called criteria -- nor have they even mentioned criteria in allllll the responses contained in this complaint.
Everything they write is either evasive or an outright misrepresentation of the facts.

******* ******
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.
I had an accident on 8/14 and reached out to my insurance company on the same day to initiate a claim. My car is still not repaired, and CSAA has been inconsistent and uncommunicative during the whole repair process. On 8/15 at 8 am, I took my car to an CSAA-approved shop, G&C Autobody in *************. I didn't delay getting my car evaluated immediately.G&C Autobody in ** did not begin repairs until 9/2, a significant delay. G&C was stalled during the repair, waiting for approval from CSAA to proceed. They called me on 9/15 to inform me about the delay. The repair was delayed due to CSAA, and it was unclear whether the damage was too extensive to be repaired.On 9/16, I contacted my adjuster, *** ********, to check on the status of the repair and inquire about the delay. I also asked about extending my car rental, given the prolonged repair process. I received no callback, so I called Kal's supervisor, ****** Turkoff at ************; she was out of the office until 9/29.Then I contacted CSAA directly, asking for another supervisor, and was transferred to ******* ******** voicemail to explain the situation. ******* responded via email, stating that the rental car extension was not approved and the wait was reasonable, as he wrote, "I do not see any undue delays in the handling and approval of your estimates."Next on 9/17, G&C in ************* informed me they could not complete the remaining repairs at the ** facility and would need to transfer my car to their facility in *******************. My car was transported and received by G&C in ******************* on 9/19.I returned my car rental to Enterprise on 9/29 and paid a balance of $1,536.70, which included only a $900 discount for 30 days of rental *********** of 10/2, my repair is still not complete. I am extremely dissatisfied with the service and communication regarding this repair. I'm requesting reimbursement for the remaining car rental costs, $1536.70, and to waive my deductible of $500.
Business Response
Date: 10/07/2025
October 07, 2025

Better Business Bureau, ****

Re: 23964787

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
We acknowledge that there were delays caused by an associated repair facility and as a result, we remitted payment in full to the insured for the out-of-pocket rental expenses. The deductible is not reimbursable and cannot be waived as this is an at fault loss. The repairs to the vehicle concluded on October 03,2025.
Should you have any questions or require any additional information, please let us know.
Sincerely,

CSAA Insurance Group - Claims Department
Customer Answer
Date: 10/07/2025

Complaint: 23964787

I am rejecting this response because this is not an isolated experience with AAA and G & C Autobody, with both the ************* and ******************* locations. I reached out to AAA multiple times for support regarding the other repairs that were not completed.

One repair at the ********************* & C location left the button disconnected from a rear-end bumper repair. It took a year to get this dealt with.

Another repair, this time from a driver backing into me, was done at the ************* location. The front headlight was not replaced, and the headlight fogged. *** did not assist in getting this repaired.

Sincerely,

******* *****
Business Response
Date: 10/10/2025
October 10, 2025

Better Business Bureau, ****

Re: 23964787

Dear Better Business Bureau, ****:
We are in receipt of the rejection response from the complainant. We have reviewed the additional concerns submitted to your agency.
Below you will find our response concerning this matter.
We acknowledge that the insured was left unsatisfied with the repairs performed on the vehicle on past claims. At the time of this response, both headlights on the vehicle have been replaced. We attempted to contact the complainant to inquire about the rear-end bumper repair that they state took a year to get dealt with to confirm that repair has been concluded and that no additional out-of-pocket expenses have been incurred but the complainant has not responded to our contact attempts.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Customer Answer
Date: 11/03/2025
Previous Complaint Regarding Repair #******** I had an accident on 8/14 and contacted my insurance company to start a claim. I took my car to a CSAA-approved shop, G&C Autobody in *************. The repairs were not up to my expectations, and I still had safety concerns about driving my car. I have been working with ****** ******** to finalize the repairs. When I expressed safety concerns, I was offered to visit another shop. However, it was not made clear that this was only for an evaluation, not to complete the repairs. The second shop, ****'s Auto Body, only assessed my car without test-driving it. Now, on 11/2, my car still hasn't been repaired. I am waiting for the repairs to be finished so I can drive again.
Seeking $500.00
Business Response
Date: 11/04/2025
November 04, 2025

Better Business Bureau, ****

Re: 23964787

Dear Better Business Bureau, ****:
We are in receipt of the rejection response from the complainant. We have reviewed the additional concerns submitted to your agency.
Below you will find our response concerning this matter.
The covered repairs have been completed on the vehicle, and the vehicle has been picked up by the complainant. After picking up the vehicle, the complainant brought forth additional concerns. An independent inspection was conducted on the vehicle. The additional concerns were deemed to be not loss-related and therefore, no coverage is applicable. We did let the complainant know of the denial on October 31 for these additional concerns. We also let the Complainant know in follow-up communication on October 31 and November 3 that if they disagree and want any further review, they will need to submit a mechanical diagnostic report at their expense for consideration. Otherwise, we consider this matter closed as damage related to the claim was paid.
Should you have any questions or require any additional information, please let us know.
Sincerely,

CSAA Insurance Group - Claims Department
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: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.
I am writing to request your urgent help regarding a consumer issue with AAA Insurance, who has failed to protect me after I was rear-ended in a serious collision. On July 14, 2023, at approximately 10 p.m., I was rear-ended in the ************* area of *************. The accident was severe the drivers windshield was shattered, his vehicle was smoking, and bystanders (including a doctor) rushed to assist him and his passenger. I was shaken, surrounded by heavy traffic, people yelling at us to move,it was extremely stressful. I was told 911 had been called, but no police ever arrived on scene. Mr. ***** refused to provide his drivers license, only handing me his AAA card. I documented the scene with photos At the time, I was in shock and stressed by traffic honking, the possibility of fire, and Ortizs need for medical attention. Believing emergency crews were coming, I left the scene after 3040 minutes, driving to a nearby destination. Later that night and in the following days, I developed serious injuries including headaches, dizziness, nausea, and pain. Despite trying to self-treat, I sought care from multiple providers I kept treatment logs for nearly a year. Most visits I paid for out-of-pocket in cash.Despite being a long-time loyal AAA member (auto, home, umbrella policies), *** has treated me as if I were at fault. Both ***** and I were insured by ***, yet they have: Harassed and intimidated me during the claims process. Failed to reimburse medical bills, lost income, or expenses.Ignored my coverage under uninsured/underinsured motorist protection.AAAs neglect has left me with ongoing pain, financial losses, and a feeling of being victimized twice once by the accident, and again by my insurerAfter paying tens of thousands of dollars into my AAA policies with the belief that they would protect me in a crisis, I feel betrayed. I am asking your investigative team to help shed light on **** failure to honor their responsibility to me their client
Business Response
Date: 10/03/2025
October 3, 2025

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

Attn: *** *.

Re:       Complainant:******** *********
            BBB File Number: 23967850

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on October 2, 2025. I have provided the information you requested below.
The loss in question occurred on July 14, 2023. Our investigation confirmed that this was a not-at-fault loss and that the adverse driver did not have valid insurance at the time of the incident. The insured has been represented by counsel since August 24, 2023. We have processed and paid medical bills under the medical payments provision of the policy. The uninsured motorist portion of the claim is currently in arbitration, which will enable us to gather the necessary information to fully evaluate the claim. We appreciate your attention to this matter. We are committed to resolving the claim in accordance with the policy terms and applicable laws.

Sincerely,

CSAA *****************

Customer Answer
Date: 10/07/2025

Complaint: 23961850

I am rejecting this response because: The Statements that you have made are not true, my medical bills HAVE NOT BEEN PAID, there has been NO settlement whatsoever. ***'S attorney ******** ****** OUT OF WALNUT CREEK CA, on the case HAS done nothing to settle this case and in fact has only scrutinized me and my medical bills, my time off from work & even in the deposition questionnaire asks me how I could have avoided the the accident... WHAT??? THIS ONLY FURTHER VICTIMIZES ME
Lastly, AAA'S Attorney ********* has canceled our deposition that was set for 10/6/2025 because apparently she needed further time to request one of my medical bills so that she can further scrutinize my medical care.
I AM NOT SURE IF WHOEVER RESPONDED TO THIS WAS MISLEAD, BUT CLEARLY GET YOUR FACTS STRAIGHT.
YOU CAN CONTACT MY ATTORNEY **** ANDERSON **************?
*********************************** *******************

Sincerely,

******** *********
Customer Answer
Date: 10/15/2025
HELLO, NO THE **** IS NOT IN ARBITRATION. *** HAS SINCE CANCELLED ALL COMMUNICATIONS AS FAR AS I KNOW, BUT ONLY HAS REQUESTED ACCESS TO MEDICAL RECORDS TO SCRUTINIZE. IT HAS NEVER GONE TO ARBITRATION NOR MEDIATION. THEY HAVE NOT PAID MY MEDICAL BILLS TO DATE

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