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

363 total complaints in the last 3 years.
113 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:08/12/2024
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 want my complain to br forward to AAA headquarters. I was involved in an accident with AAA insurance and ALL state also, they both denied my claim. Please help me as this is getting out of control.
Business Response
Date: 08/14/2024
Dear BBB,
We are in receipt of your inquiry on behalf of *******************************. We welcome the opportunity to address any issues raised. Insufficient information was provided in the initial complaint to allow for a review. Contact attempts to ************** have not been successful. As such, we will require a claim number or date of loss to proceed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 08/14/2024

Complaint: 22132439

I am rejecting this response because here is the claim number , please see attached form.
Claim # **** 77 0248

Sincerely,

***************************
Business Response
Date: 08/19/2024
Dear BBB:
A claim was recently filed with us related to a motor vehicle accident involving multiple parties. We promptly investigated the facts and circumstances of this accident and concluded, as did the California Highway Patrol, that our insured driver was not responsible.
We have discussed these findings with the complainant and notified him of these findings in writing. We have also explained the options available to the complainant for resolving their damages with their own insurance carrier. We will again be in contact with the complainant to ensure their understanding of our decision and answer any questions they may have.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:08/11/2024
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 June 6th 2024, I requested a tow via AAA. A tow truck operated by A&E Motor was sent by AAA. In the process of loading the car on to the tow truck, the tow truck driver dragged the car on the ground and caused damage to the car. We incurred costs $3,653.11 to fix the car. The incident was reported to AAA on 06/07/2024. We have made multiple requests to AAA for reimbursement but have received no response. We provided videos of the incidents and documentation of the costs to AAA. Because we received no response from AAA, a claim was filed with State Farm. State Farm reimbursed $2,829.11 of the costs (all expenses minus deductible and car rental). Around July 2, 2024, the tow truck company (****?) called me and agreed they were responsible for the damage. They said they had viewed the video and that it was sent to them by AAA. They do not dispute they are at fault. They agreed to pay $824.00 (the amount not covered by State Farm). We have provided them with an address where they can mail a check or drop a check and also a way to make the payment via Zelle. So far, there has been no investigation or reimbursement by AAA and no reimbursement from the tow truck company sent to us by AAA and presumably under contract to AAA. A complaint was filed with BBB regarding AAA around 06/25/2024. Someone called Laksmi Pa from AAAl contacted me in July and requested my AAA membership # in connection with the complaint although AAA has had that info for 10+ years (member for 10+ years). I provided that info and heard nothing further. Their contact info per their email is:************** *********** *********************** Member Relations - Corporate Headquarters When I called ************ - someone called ******* responded and said they had no affiliation with AAA. I have emailed ******* Pal requesting a response and received no response.************************************ AAA# *****************
Business Response
Date: 08/15/2024
I have been informed y our damage specialist that the contract station has sent member the refund in the amount of $824. Left her a message informing.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:08/08/2024
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 purchased roadside assistance up to one hundred mile towing 4 a year I called today at quarter to 3 placed a roadside assistance for 35 miles and because they exhausted there resources on a long tow that they canceled my help and said call tomorrow leaving me on the side of the road waiting only to find out at ten minutes to 6 pm that they could not find a tow there advertising 24/7 service and I pay for top package and I received nothing what I was promised of what I paid for
Business Response
Date: 08/08/2024
Thank you for the feedback. This member joined our club earlier this year. Our membership terms and conditions indicate that while we do our best to avoid delays, they may sometimes happen and we strive to keep members informed of delays. Our records indicate that our dispatch team was in constant communication with this member and advised them of delays for the call. Our team also advised the member of alternative options, such as securing their own independent service and submitting an application for reimbursement.
The member paid $122.48 to start the membership. Unfortunately, we are not in a position to provide the member $200 compensation as requested.
Initial Complaint
Date:08/05/2024
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 had car insurance AAA and was suppose to only be paying around $250 but one day suddenly while I was in Prison in ********, CO CSAA started stealing over $1,900 from my bank account. When I was eventually able to contact them via Live Chat they indicated cause of my Son *********************************Who one doesnt live with me even when I am not in prison he lives with his mother at: *********************************************************************************** United States They have no authorization to add him to my Policy when does not live with me, doesnt not drive my vehicle.Because of them STEALING this money I didnt have enough money to pay my car payments that both of my Vehicles were repoed. And even after repoed they continue to try to steal $1,900/mo and finally after they completely drained my bank account card was eventually declined so now they wanna say I owe them $3,000 when in fact they owe me more like $7,000+ for all the money they stole from **** uploaded one document showing I was incarcerated during this time June 30, 2022 - May 26, 2023. Other document attempted to upload but wont let me as over 5mb in size and cant make it smaller but gladly will email to them if they would like.
Business Response
Date: 08/06/2024
Dear BBB:
We are in receipt of your inquiry regarding Mr. ********************** concerns. We welcome the opportunity to address any issues raised. Our records indicate that Mr. ********************** concerns were reviewed and addressed under BBB complaint #********. As such, our position remains unchanged.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 08/06/2024

Complaint: 22096790

I am rejecting this response because:

this is theft a criminal offense. So I will be seeing you in court. I have already as of yesterday hired an attorney and also my Nevada Department of Insurance Complaint will move forward was hoping you would want to do the RIGHT THING but obviously NOT.

you should be in jail theives.

Sincerely,

********************************
Initial Complaint
Date:07/31/2024
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 Monday April 29th I got hit on rear bumper by aaa customer she indicated she was sorry she was on her phone and had alot of things going on . It was me and my 6 year old so at that time she called aaa insurance and did a claim and explained to them . I was told to take my cockle for inspection at that time I decided to go home since my was drivable at the time . Next day I was taking my kids to school and my car started making a ticking noise and when I would press drive pedal my car would go reverse and than forward i than called aaa right away and asked for them to pick up my car for inspection it was inspected and mechanic shop and they said my transmission was the problem and when I called aaa adjuster she indicated to me that she in her 25 years of experience doesnt believe the small hit could have messed my car up that she will not approve even after mechanic said it was my transmission . She said they would need to open up transmission and prove it before she can write a check for them to fix . I felt threatened when she said just letting you know if the prove is not enough you will need to pay them out of your pocket ,at that time I decided to take my buckle and drive it with the problem everyday I been driving with it making weird noise and when Im at stop signs I press break and slowly start letting go and pressing gas that way I dont hit the person behind me today my car left me stranded my transmission is no longer working she put me and my kids at danger knowing my car didnt have this problems before and I feel thats not right if anyone is able to help me please contact me
Business Response
Date: 08/06/2024
Dear BBB:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on July 31, 2024. I have provided the information you requested below.
The complainant sustained minor rear bumper damage. The damage was cosmetic in nature. We could not relate the transmission damage to this loss. We advised the complainant to provide supporting documentation to substantiate that the transmission damage was loss related. To date, we have not received any proof.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 08/06/2024

Complaint: 22072420

I am rejecting this response because:
At the time I got hit my car was working fine after damage rather big or small my car no longer worked properly I decided to get the car inspected the following day and called adjuster from aaa , since it was turning off in the middle of driving and it could of caused in accident while taking kids to school . Next step was for mechanic to communicate this information with aaa and they did and the person in charge of my claim chose to be rude and said she doesnt believe based on her experience and she said if you want have them open the transmission and take pictures and if its not enough proof for me based off what I belive you will need to pay them all that money out of your pocket not me . I said to her what if you where me and your life and kids life was at danger would you still drive your car and she said I can do whatever I feel . At that moment I told her ok I will try my best and see what I can do on my side so when I drive my car to work last Wednesday 7/31/2024 my car gave out on me and transmission is out ! Thank god it wasnt in the freeway with my kids . They have proof of what hhh mechanic sent to them which they recommended a new transmission because it could of been internal damage they put that estimate on their paper work invoice and she chose to not care . Im a single mother and I feel like my and my kids life was put at risk by them not fixing a problem that was recommended for them to fix . Their decision should be based of facts not how they feel . Thank you hope this makes a difference not everyone lies and scams insurances .

Sincerely,

***********************
Business Response
Date: 08/09/2024
Dear BBB,
To date, our ************ has not received evidence to relate the transmission issues to the accident. As such, we are unable to approve the cost of replacement. We now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:07/30/2024
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 called in *************) to assist a mutual customer with a documentation request. After a 10 minute hold I was connected to ************************* who decided to start the call with a short lecture about how I should start my calls. Throughout the call she was passive aggressive, rude and even unresponsive at a point (her documents were not loading so I suggest an alternative option, she chose to not reply so we sat and waited in silence while her document loaded). Her tone was condescending the entire time. I would hope none of my customers have to experience this when calling into a servicer where they spend so much money. I certainly will not be recommending this servicer.
Business Response
Date: 08/02/2024
Dear BBB,
Thank you for contacting us regarding the inquiry to your office. We appreciate the opportunity to address the issues raised. The complainant was contacted as requested and the interaction will be addressed internally.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:07/27/2024
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.
Hello i was in car accident june 16 2024 I was called on july 2 to go over total loss for car as insurance wouldn't be fixing car After i had made several attempts to get them to let me know if total loss and amount! I was called july 9 to go over final numbers And **** who is the total Loss adjuster had gotten the wrong numbers from DMV and said will call you tomorrow july 10th at this point the actual adjuster *********************** isnt replying to emails as policy states ***** hrs and **** never left us message just simply stating hey don't have numbers but working on it! Im so done working with AAA my next payment for insurance is due Friday and I told **** and ****** we didn't want pay for insurance when car has been totaled a month now since june 16th but they keep procrastinating so Im having to make another payment! And now my car loan is in default because no payment has been made! This shouldnt have taken this long when car was totaled as of july 16thwe have even called ***** manager and she hasnt replied as well *** is not trying to helping anr taking there time. Im asking them to pay late fees and payment due on car and on insurance premium since we were told this would be completed before next payment Payment $560 since car has been totaled And $200 insurance premium
Business Response
Date: 07/29/2024
Dear BBB,
Thank you for contacting us regarding the complainant's concerns. We welcome the opportunity to address any issues raised. Contact has been made by our ************ and all concerns have been addressed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 07/29/2024

Complaint: 22054812

I am rejecting this response because:
There was no apology made for taking since june 16th thru july 29to resolve case and all of a sudden after bbb got involved check was sent next dayAmount was changed without stating how since **** was handling case and stated different outcomeNoren his manager finally called us back after bbb with no apology just that check was sent todaydidnt care payment was almost 2 months late and no settlement or apology made for all time it took
we asked AAA to refund one of 2 car payments ($560)due since we haven't had a car since June 16th or pay something for all time it took and only resolved because we contacted BBB
Sincerely,

*******************
Business Response
Date: 07/30/2024
Dear BBB,
We are in receipt of the complainant's follow up concerns. A letter of guarantee was required from the financial institution that holds the complainant's loan. That letter was received on Friday 7/26 after business hours. Contact was made the following business day. The policy affords Actual Cash Value coverage, plus DMV fees and taxes, less the deductible. The total loss terms were accepted on 7/29 and final payment has been issued.
We appreciate the opportunity to address the issues raised and now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 07/30/2024

Complaint: 22054812

I am rejecting this response because:
Again as you read and will post no apoligies. And they waited over 6-7 wks because they couldnt get right infowould been nice to have them return calls or even explain periodically the processwe called **** and ****** and ****** adjuster and no replies from any
and NO apology or any kind of SETTLEMENT to make up for late car payments!
AAA doesnt care about how long it took or the process or even calling a customer back I wont renew with them again
thanks BBB
Sincerely,

*******************
Initial Complaint
Date:07/22/2024
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.
We pay "24/7 Roadside Assistance" we pay for Premier for 3 family members. On 7/21/24 4:40PM my son car broke down in *************,**. He has developmental disabilities. We made repeated calls in which agents assured us help was forth**ming, but my son received a call from the tow ** saying they were "closed" and not **ming to assist. I had at least TWO reps falsely claim to be "supervisor or manager" and PURPOSELY saying things to antagonize and escalate the situation. This i "supervisor" "J" refused to provide his last name. "J" gave me a phony employee ID# . He shouted at me and did purposely insult and provoke me. He purposely spoke "slow" to me while giving me his phony employee ID. I **nsider this abusive and harassment. Meanwhile my son is not getting any help and never did, There were notes on my ac**unt but they deliberately left off their name/identifying information. My husband and I had to drive 90 minutes to go get my son because no help ever came. This is the 3rd time AAA has either provided false information **ncerning registration process or just refused to pony up the "legendary roadside assistance"
Business Response
Date: 07/22/2024
Our records indicate that this service request came in, requesting an emergency roadside assistance truck to be dispatched to their breakdown location. The member advised AAA that the vehicle was making an unusual noise and that they did not feel comfortable driving it. Our dispatch team advised the member of our policies and procedures, which indicate we cannot diagnose a mechanical problem as part of the membership benefits, but that we can provide a tow under the member benefits. The only available resources in the area were able to prove a delay tow the following morning to the member, which the member declined. We will review calls and provide internal coaching as we deem appropriate.
Under the membership terms and conditions, we do our best to avoid delays but they may sometimes happen. The tow service was available, but would have been delayed. As a one time exception we are willing to waive the cost of the primary member's dues for the next renewal in light of the member's inconvenience.

Customer Answer
Date: 07/23/2024

Complaint: 22023432

I am rejecting this response because:
Per my conversations with ***** was discussed my son has autism and his reply was misunderstood. He did NOT decline and I called back multiple times and reiterated this. Sh enbotated this on the account, My son has sutism and was confused. They were TOLD to come , my son had also put this down as an :"extraction" like he had to be pulled from vehicle as a mistake. he was confused. I called back MULTIPLE times and they were told it was NOT cancelled and needed to come. After the verbal about of "supervisor *****" had ***** LISTENED and read notes he would know this. I also spoke to a **** and then to a ******. They assured me they were "reaching out" to other vendors to come. My son misunderstood we had told him not safe for himto drive and to be towed. AAA was told this on miultiple ocassions. ***** was verbally abusive to me, spoje over me and was NOT listening to all this I tried to explain. This please ask "*****" who was told it was not an extraction, not cancelled and my son neurodivergent and confused.
Sincerely,

*******************
Business Response
Date: 07/23/2024
As previously indicated, a review of the phone calls was performed. I have verified that the members declined service due to the delay until the following morning. Our offer to provide a one time exception and waive the membership cost of the primary member stands
Customer Answer
Date: 07/23/2024

Complaint: 22023432

I am rejecting this response because:
Thi s s a LIE. My son was confused. As I have state dover & over I called back, spoke with ***** who updated the records and another tow company was to come out. At this point someone should call me. ***** agreed that it was not the itent to cancel.My son has a disability and they were instructed to be calling me. I called at least 4 times. My complaint is about verbal abuse from a supervisor named ***** MY SON WAS CONFUSED they were not supposed to cancel.My son accientally listed this as an "extraction": no one will listen to me I called at least 5 times. they calls were from ME not my son. ***** agreed to fix the4 records and said a new tow companyw as to come out.
Sincerely,

*******************
Business Response
Date: 07/23/2024
As mentioned previously, all calls have been reviewed and forwarded to the appropriate managers for internal personnel actions. The member's concern of inappropriate conduct from a dispatch or call receiver agent will be reviewed by the agent's manager and followed up with as deemed appropriate. We are unable to provide internal details regarding disciplinary or personnel actions.
Initial Complaint
Date:07/09/2024
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.
*** keeps calling for a road aide member ship that I am not Interested at this time. This woman from aaa in ******* keeps calling my phone harassing
Business Response
Date: 07/08/2024

Please forward to ********* NCNU at ************************** for review/response.
*************************************************************************************** Thank you.
Business Response
Date: 07/10/2024
We have removed from all future solicitation. It takes about 6 to 8 weeks to be completely removed.
Sincerely.
***********
************
Initial Complaint
Date:07/09/2024
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 and my husband have been members of AAA for years. On June 6, 2024, I called for a tow. The car needed to be rekeyed. The tow truck driver dragged the car on the pavement and caused damage to the front bumper and underside of the car. A home security video captured the full incident. The incident was report to AAA and they assigned a case ID. I sent them the video of the incident, photos of the damage, estimates for repair etc. and a request for reimbursement. I emailed and called multiple times. The only verbal response I received was that they are busy. The incident was clearly caused by the tow truck driver sent by AAA. AAA has failed to respond to multiple communications. As of 06/25/2024, there has been no response from AAA. All calls to the tow truck company go to voicemail. Please see the attached damage form which shows the case number/ID assigned by AAA. I tried to attach the video but it is too large and has been sent twice to AAA already.
Business Response
Date: 07/08/2024

Please forward to ********* NCNU at ************************** for review/response.
***************************************************************************************
Thank you.
Business Response
Date: 07/16/2024
I have been notified by the Damage Specialist *********************** that the contract station is sending member the refund check.
Sincerely,
Lakshmi Pal
************

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CSAA is NOT a BBB Accredited Business.