Business Profile

Auto Insurance

CSAA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

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.
112 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:06/13/2024
Type:Order 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.
Not renewal home insurance in NON wild fire area.We received a letter on April 20 2024 informed us that AAA insurance company will not renew our home policy due to below reason(s)"Substantial increase in Hazard. The dwelling or premises shows signs of deferred maintenance, including but not limited to : roofs that have exceeded their useful life, which is an unacceptable hazard and liability exposure."Our Action:We send a letter to requested for a more complete explanation of this action for non renewal our policy either on 5/16 or 5/17 and also informed AAA that we have replaced the roof with permit . On 6/10 we called and asked for an update on the policy, the agent told us that even the roof is new and with permit but once the company send out the non renewal letter it doesn't reverse its decision. For what they do is very UNFAIR to us for the following reasons: 1) AAA has been our home insurance company for over 20 years and we never had any issue with the company and never file any claim 2) we didn't get any warning from AAA about the roof's issue and giving us a chance to correct the problem before AAA sent out the non renewal letter. 3) when we talked to the agent he didn't not mention any other hazard issue needed to be correct beside the roof.
Business Response
Date: 06/17/2024
Dear BBB,
Contact with the complainant has been made and the concerns were resolved.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 06/17/2024
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.

Sincerely,

*******************
Initial Complaint
Date:06/13/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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.
Since my request on April 17, 2024. *****************************- special investigations unit supervisor for CSAA in *************, ** through himself and his staff have purposely stonewalled and failed to confirm with me the complete full name of, address, and phone number of the Agent for Service for CSAA on purpose. Thereby ***************************** willfully behaved and treated the insured of his company in a matter that was inappropriate. ***************************** and CSAA have way overpassed their 15 day window to respond to me back with their answer and have continued to do so.
Initial Complaint
Date:06/12/2024
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.
I am writing to file a formal complaint against CSAA Insurance regarding their unethical practices, deceptive behavior, and unjust cancellation of my homeowners insurance policy following a necessary claim. After experiencing a severe issue with my sewer, I filed a claim with CSAA Insurance to fix the problem and maintain the safety and integrity of my home. Shortly after making this claim, CSAA Insurance informed me that my policy was being canceled. It was made clear to me by a contractor that the cancellation was directly due to the claim I filed, despite CSAA's attempts to cover up this fact with other excuses. CSAA Insurance repeatedly lied about inspectors coming out to assess the property and provided misleading information about the reasons for the policy cancellation. They cited several reasons for the cancellation, such as my driveway being an issue, which I had already fixed as part of the sewer repair, and stating that my roof was an issue, despite an inspector confirming that the roof was in acceptable condition. It is evident that CSAA Insurance canceled my policy as a direct result of the claim I filed. Their representatives lied to cover up this fact, providing baseless reasons for the cancellation and attempting to mislead me about the true cause. The cancellation of my insurance policy has caused significant stress and financial burden, as I relied on the coverage provided by CSAA Insurance to protect my home and address necessary repairs. I request that CSAA Insurance reinstates my policy and provides the necessary coverage for my home. Additionally, I urge the Better Business Bureau to investigate CSAA Insurance's practices and hold them accountable for their unethical behavior. Thank you for your attention to this matter. I look forward to a resolution that addresses the issues outlined in this complaint.
Business Response
Date: 06/26/2024
June 26, 2024

Better Business Bureau, ****

Re: Complainant: *******************
BBB File Number: 21839797

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.
Please note the complainants opened a home policy with us on 05/10/2024. As part of our new business policy review,we have an inspection of the exterior of the home performed. The dwelling or premises must not show signs of deferred maintenance. The property was inspected on 05/15/2024. The inspection report found the roof (showed signs of deferred maintenance, exposed roofing material is worn and lifted) and driveway (located in the backyard near the detached garage) was lifting and cracking. We informed the complainant that we are willing to continue coverage if these areas were repaired and/or replaced by 06/27/2024. This is part of our new business review. The notice to non-renew was initiated by our Underwriting Team based on the condition of your property to our underwriting guidelines, not due to your claim report.
Unfortunately, we will not be able to reinstate the policy unless the areas have been remedied as noted in our Cancellation Notice dated 05/13/2024.
Should you have any questions or require any additional information,please contact me at the number below.

Sincerely,

*****************************
Senior Policyholder Relations Consultant
Service - Policyholder Relations
Phone: ************
Initial Complaint
Date:06/10/2024
Type:Customer Service Issues
Status:
UnansweredMore 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.
There is Discrimination under the **** I requested to get the Tour ********** in print, I do not and cannot download apps or have access to the online Tour ********** mobile. Due to my disability I am limited with this, as I am ousted from getting this. I tried to call and get help to get this Tour Guide printed out and they called with miscommunication from customer service, When I corrected them telling them I wanted a printed Tour Guide which they can do, they ignored me and never called back. I asked for accommodations under the *** as I am a member and have a right to this Tour Guide book as other member have access where with my disability I am limited; This is very bias against people with disabilities.
Business Response
Date: 06/10/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************;
Thank you.
Initial Complaint
Date:06/03/2024
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 a home in August 2023 and got a home insurance policy through CSAA. we got it all set up for a start date of 8/25/23. we later found out I would be closing on my home earlier than 8/25/23 so I called to have it started on 8/04/23. I got an email on 8/4/23 that my later dated policy was to be closed (which I thought was fine due to having the policy start day 8/4/23). I even had my banker and closing agent verify. I then got an email from them 9/20/23 9/22/23 9/25/23 to accept paperless and other notification acceptances. NO OTHER CONTACT WAS MADE. well then tragedy struck on -5/25/24. Our little town was hit by a tornado and numerous power surges. I then contacted them on 5/26/24 to see what my coverages were and planned to talk about a claim. Come to find out my policy had been cancelled due to non-payment. I waited till 5/28 to call the bank and see what was going on and they assured me it was paid and sent me a copy of the check and said it was deposited on 09/17/23. I called the insurance back and was told they never got a check, after I gave them information off the check they found the check but the policy was still cancelled. I called a couple more times and was just offered a new policy. well today (6/3/24)I called and spoke to a supervisor and was told my options were get a refund check or start a new policy. I just want the coverage that was paid for (for that effective date) the power surges ruined my air conditioner and a couple components inside my house (which I'm not sure are covered). I might mention that today on the phone the supervisor said his supervisor was looking into the options but while they look asked me "do you have any claims you're wanting to file" to which I answered honestly and said yes ***** seconds later was told that nothing they could do. refund or new policy.
Business Response
Date: 06/13/2024
June 13, 2024

Better Business Bureau, ****

Re:         Complainant:                               ***************************
                BBB File Number:                      21797132

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.
When the complainant contacted our ****************** on May 26, 2024, our ****************** informed him that his policy (ending in 8215) was cancelled due to non-payment. When he informed the agent that there was damage due to tornado involving a power outage & surge, the agent asked the complainant to open a homeowners claim. This is our company process. The agent explained to the complainant that an investigation on policy (status) would be completed by our ***************** in addition to the damage due to the power surge.
We do not show record of a claim being opened.
We can tell you the following:
The complainant had two policies with us:
The policy ending in 0263 (mortgage billed) was opened on July 24, 2023, effective August 25, 2023. The premium was $2,364. This policy was cancelled at policyholder request on August 3. When the mortgage payment was received on August 17 for $2,364, we issued a full refund to the homeowner on August 23 (because the policy was cancelled).
The policy ending in 8215 (mortgage billed) was opened on August 3, 2023, effective August 4, 2023. The premium was $2,364. This policy was cancelled due non-payment, effective September 22, 2023. We sent the proper notices of the cancellation due to non-payment; we also sent a request to remedy an underwriting risk (trim tree branches) uncovered during the inspection of the property for new business in September 2023. As of today, our records show there is a $316 balance for providing coverage from 08/04/2023 to 09/22/2023. We have referred this balance to our collections vendor. If the complainant secured coverage with another carrier, please advise, we can review to have this balance removed.

The complainant requested $2,364. We reviewed the refund and found it has not been cashed. Today, we will be reissuing a new check and sending to the complainants address listed on this complaint.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************
Policyholder Relations
Corporate Headquarters
Phone: ************
Customer Answer
Date: 06/13/2024

Complaint: 21797132

I am rejecting this response because: I am not after refund. Im after the service I paid for.

Sincerely,

***************************
Business Response
Date: 06/21/2024
June 21, 2024

Better Business Bureau, ****

Re:         Complainant:                               ***************************
                BBB File Number:                      21797132

Dear Better Business Bureau, ****:
We are in receipt of the complainants rejection response.
The complainant wrote, I am not after a refund, I am after the service I paid for.
We show on the initial complaint, the complainant noted a disputed amount. We addressed the disputed amount in our response.
If the complainant wishes to receive coverage for a claim the service the complainant paid for, the complainant can call us at ************ and open a homeowners claim that will either be accepted or denied. If denied, a full explanation will be provided at that time.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************
Policyholder Relations
Phone: ************
Initial Complaint
Date:06/01/2024
Type:Product 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 reserved a hotel room on the *** Travel website on April 30, 2024. Details of the original reservation are:******************************* confirmation: ************* reference: ********* check in: May 7, 2024 check out: May 12, 2024 On May 6, 2024 I called *** Travel to change my reservation for check out to May 11, 2024. The *** agent confirmed to me that the check out of the reservation was now indeed May 11.When I arrived at the ********** on May 7, the front desk claimed the billable reservation was still for check out on May 12. I disputed this with the person because I had been told by *** that my check out date was already changed to May 11. He said that I had to pay for the night of May 11 as in the original reservation. But he also said if I called *** Travel the next day I would be able to get a refund for the night of May 11. I did sign off on a credit card billing for May 7-May *********************************************************** order to get the room. BUT I only did this because I had just flown cross country and it was now 11:30 pm and I would not be able to find another hotel at that hour.I called *** Travel the next day and spoke with ******* to get the matter resolved. She placed me on hold to go listen to the recording of the call that I had with the other *** agent back on May 6. **** confirmed that yes, the other agent said to me that the reservation was for May 11 checkout. However, **** said she could not authorize a credit, that instead her management would have to review the matter and get back to me by email to inform me if someone would refund me for the night of May 11.The *** case number for my issue was ******. On May 10, I got an email saying that *** could not work out a reverse charge to me for the night of May 11. However, my travel partner and I did check out of the hotel by 11:00 am on May 11.*** isn't backing up what their agent told me about checkout date, resulting in an extra,unjustified $239.20 hotel fee.
Business Response
Date: 06/10/2024
I have been informed by my travel department that Member received a refund from the hotel and TST is reimbursing him the difference.

Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the planned resolution is satisfactory to me. I am still waiting for the refund check from AAA Travel to arrive in the mail, but understand that this could take some time.

Sincerely,

***********************
Initial Complaint
Date:05/31/2024
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.
CSAA ignores, stalls and refuses to turn over recording of the March 1, 2023 recording with CSAA adjuster *********************** interviewing me. I am requesting for that recording to be turned over to me by no later than Monday June 3, 2024 by 5:00 p.m. PST. I have made multiple requests including on May 24, 2024 for the recording to be turned over, however CSAA and their special investigations unit supervisor ************************* from ************* who I have reason to be believe has access to the recording has ignored my request, refused to collaborate in bad faith, and has not turned it over to me.
Customer Answer
Date: 05/31/2024
May 24, 2024
Business Response
Date: 06/07/2024
Dear BBB,
We are in receipt of your offices inquiry. We have reviewed complainants complaint to your department which was submitted on May 31, 2024. I have provided the information you requested below.
Insurance Code Section 2071 states the following:
The insurer shall notify every claimant that they may obtain, upon request, copies of claim-related documents. For purposes of this section,"claim-related documents" means all documents that relate to the evaluation of damages, including, but not limited to, repair and replacement estimates and bids, appraisals, scopes of loss, drawings, plans, reports,third-party findings on the amount of loss, covered damages and costs of repairs, and all other valuation, measurement and loss adjustment calculations of the amount of loss, covered damage, and cost of repairs. However, attorney work product and attorney client privilege documents, and documents that indicate fraud by the insured or that contain medically privileged information, are excluded from the documents an insurer is required to provide pursuant to this section to a claimant. Within 15 days after receiving a request from an insured for claim-related documents, the insurer shall provide the insured with copies of all claim-related documents, except those excluded by this section. Nothing in this section shall be construed to affect existing litigation discovery rights.
As such, documents protected under this statute will not be produced. This would include the recorded call between complainant and *************. For these reasons, any recorded calls will not be produced to complainant.CSAA IE has 15 days to provide a timely response to the request for the recording. CSAA IE has until June 8, 2024, to provide a timely response to complainant regarding his request for the recording. A response pursuant to the above statute has already been timely provided to complainant.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 06/07/2024

Complaint: 21783532

I am rejecting this response because:
******************,
My allegations against you stands true. I disagree with you denying my allegations against you. ****************** you continue to be dishonest and it has come to my attention that you have no hesitation on violating California law. The March 1, 2023 recording does not fall under attorney work product and attorney client privilege documents, and documents that indicate fraud by the insured or that contain medically privileged information, are excluded from the documents an insurer is required to provide pursuant to this section to a claimant. The recording was obtained before ********************** and ****************** represented CSAA in the ************. Likewise, the recording does not indicate fraud as I already provided my timesheet indicating I was not working at the time of the accident. Furthermore, the form from the State Agency clearly states that the food distributed cannot be used for business or financial use. The food distributed is only intended for personal / home consumption. In addition, the March 1, ****************************************** a manner that in violation of California Penal Code 632. *********************** did not ask for my permission before recording and she claimed to have *************** eavesdropping in the background without my permission which is also a violation of the Penal Code above. In addition, I dont recall ever saying I was delivering food for a restaurant like your May 16, 2024 letter had said. Your denial does not change my position. You and **** continue to go around in circles and not answer and state the facts and answers that are relevant to my questions and requests. Again, ****************** the March 1, 2023 recording was obtained illegally under California law, and I am in a position to believe you have access to the recording. I am demanding you promptly turn over the recording.

Sincerely,

*********************
Business Response
Date: 06/17/2024
Dear *************************:

Please find the contact information below you requested in your earlier e-mail regarding the company who can accept service on behalf of CSAA IG. Regarding any questions or concerns on this CCQ claim you are to address them to Counsel, *********************** of the Law Offices of Powers and ******, ****************************************** ********************************************. *****, phone number ************.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 06/17/2024

Complaint: 21783532

I am rejecting this response because: CSAA kept stonewalling and giving us the run-around. CSAA has never provided me with the unlawfully recorded March 1, ************************************************** which they were supposed to. And have also ignored providing me with the treatise for the code they claim protects the recording from being released. Therefore, I am in a position to find that CSAA is refusing to turn over both pieces of evidence.

Sincerely,

*********************
Initial Complaint
Date:05/30/2024
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.
Requesting that the Homeowner Claims Examiner *************************** from CSAA Insurance Group, be removed from my claim ************. My case was prematurely closed and inappropriately handled by the claims examiner. Contacted her supervisor multiple times without a return call, the case closed on 5/29/24 without any thorough communication. Muirwood Apartments emailed *************************** of their mold analysis report from Safe Air, however there are a lot of inaccuracies and holes in the report which were not addressed. I am requesting a follow up from a different representative and this matter be handled with care. I have attached Safe Airs Report (page 3) for your review. SAFE Air was informed by the onsite contact that a water leak occurred in the Kitchen around October, 2023. It was also reported that affected building material (cabinets, lower walls, etc.) within the Kitchen were removed and replaced around the time of the reported water leak. No visible signs of water staining, water damage, or suspect fungal growth were observed within the Kitchen at the time of this inspection. The report is inaccurate, as the remediation was performed by *********************************** on Monday 4/22/24 - 4/25/24. There are visible signs of water staining and evidence of fungal growth that were not tested or looked at. I have attached the right portion of the kitchen that was not remediated for your review, as there is visible evidence of water stains on the cabinetry. Additionally, a Tape Lift and ATB Swab not performed by Safe Air on 4/22/24. per Safe Airs reporting and control samples, there continues to be evidence of Stachybotrys and Chaetomium inside of our unit, but not in the air samples outdoors. Both of which are toxic species of mold. If a full remediation was completed one would think that these species would no longer be present. Where are these toxic spores coming from?
Business Response
Date: 06/06/2024
Dear BBB,
We are in receipt of your offices inquiry. We have reviewed ****************************** complaint to your department which was submitted on May 30, 2024. I have provided the information you requested below.

CSAA Examiner *************************** completed an investigation into the claim presented against the policy for damages related to mold. As part of the investigation, **************** spoke with the property manager and reviewed the mold report. No water damage or mold was found related to the loss that was presented. **************** completed a denial letter and sent that information to *************************.

On May 31, 2024, Supervisor ***************************** spoke with *************************. During that call they discussed the claim presented and duration of events. ******************** explained the bases of the coverage denial as no covered damage was found. ************************* indicated she understood the coverage decision. ******************** provided ************************* with her direct phone number should she have any additional questions or information to present.

Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

*******************************

*******************************
Homeowners Claims Manager
Regional Claims Center
**************
Customer Answer
Date: 06/06/2024
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.

Sincerely,

***************** *********************
Initial Complaint
Date:05/22/2024
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.
On Tuesday, May 21, 2024 I called AAA Insurance at 0914 to update the address on file. After customer service had resolved my issue she transferred me to membership department to resolved another some issues that I had concerns about. I'm not sure who I spoke with during the conversation, but it was a man. My AAA insurance card had expired and needed to obtain a new one when I realized that I never changed the address since the house been sold in **. I live in AZ so I have my important mails go to CA so they can mail them to me. I had asked why my mom's information is on my online account since she no longer have a car plus no driver's license. At this point, now I don't know if I ever canceled her AAA. Since she didn't speak English and we had to used a translator to have them noted on her file to allow me to make changes since I usually pay for her bills. The guy stated that it was a one time thing only. I live in AZ so I can't make those changes for her and she needs to call. I had explained to him about the situation, but he probably never even looked at the notes. I had never experienced this form of discrimination before with AAA insurance. I was getting really frustrated with him because my mom had been sick and had been hospitalized for a while now so the thought of me having to defend myself to give away her health information was just asking too much to why she can't call. On my online AAA insurance account the guy removed me from auto pay and removed me from seeing my information. I don't understand why he did what he did because I used to have TWO policies with AAA insurance. I had two cars. One was in ** which was dead during that time when I moved to AZ and I left it in **, which I paid insurance for under my CA policy. I have my AZ policy that I also paid for that were both on my AAA online account. This case needs to be investigate properly! NY-**************** KV-****************
Business Response
Date: 05/29/2024
Dear BBB,
Contact attempts to the complainant have been unsuccessful. Automatic payments can be initiated and reinstated by contacting our ****************** at ************. Licensed agents are available 24/7.
We appreciate the opportunity to address the issue raised.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:05/20/2024
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 have been a member of AAA since 2003 although I rarely use the service. However on Saturday May 11th, I needed the service for which I've paid an annual membership and this service was not provided to me. I requested a tow from the roadside and three problems occurred, with the biggest issue first:1. No tow was provided and the agent said that no tow was available. The agent told me, after I waited 90 minutes without receiving any updates, that no tow was available and that the dispatch was not available. And that a tow was not scheduled and they were unable to schedule for any time. This is a breach of service and contract. Not able to provide any time line for a tow since they could not reach a dispatcher is unacceptable and left me stranded. When I pressed the agent, I said I could be waiting all night.2. The agent did not tell me the truth as I understand how dispatch works--they said that the longer I was talking to them (for my initial call), the longer it would take them to call dispatch. This seems like a clear bullying to have me quickly make a decision and to favor one of their preferred vendors (which is what the agent was advocating).3. The two agents I called, and specifically the last one, was rude, hostile and not suited for her job. She should not hold this job.I was left to deal with the problem on my own, which is the exact scenario I try to avoid by having this form of 'insurance' and protection. They failed on all ends. I want them to tow my car to a location of my choice within a reasonable (which I suggest is under 60 minutes).I wonder if AAA has cut back services and two operators to save money. What are the requirements that they are held to? Are there any required performance metrics? Can you check into this? THis seems like a case of fraudulent sales practices and failure to perform. I'd like my annual dues back in addition to solving the problem since my car is still broken down.
Business Response
Date: 05/16/2024
Please forward this complaint to AAA California or the BBB of CA for resolution.
Business Response
Date: 05/23/2024
Member has been contacted her her concerns addressed to her satisfaction.
Sincerely,
Lakshmi Pal
************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

CSAA is NOT a BBB Accredited Business.