Business Profile

Auto Insurance

CSAA

Headquarters

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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

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Complaints

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

Customer Complaints Summary

252 total complaints in the last 3 years.
81 complaints closed in the last 12 months.

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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:04/22/2024
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.
A claim was opened with CSAA on 04/09 reporting a flood in our home due to a pipe issue beyond our control in the home. We had new floors placed in the kitchen weeks prior to the flooding. Upon rotor rooter coming out to see what the issue was they stated the pipe in the ground could have been slightly moved due to the small earthquake. We sent over the claim to the insurance and they sent an adjuster who deemed the floors just damp and declined to help fix the issue. The floor was flooded with f**** as well as sewer water and disposable items. I have noticed bugs periodically servicing from the floor and it leads me to believe this could be a health issue. We need the pipe fixed which is $7500.00 as well as the floor replaced from the attached quote. I am looking for the reimbursement of the floor costs as well as fixing the pipe. The pipe could have been caused by natural causes and I would like my claim #************ reopened and reviewed as this is a hazardous issue now. I have asked for the claim to be escalated to a manager with no response received.
Business Response
Date: 04/25/2024
Dear BBB,
Attached, please find our response to ****************** inquiry.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:04/19/2024
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.
My 300 Chrysler Car was on 11-26-23 from ********* to my house then towed 11-29-23 to Chrysler dealership auto mall. I received a note from the dealership themselves saying that one of the left tie rod was bent and not drivable from a hook that was on the tow truck. *** contacted ******** and went through multiple calls and nothing has went my way. Ive attached photos Ive taken of the left bent rod and the note from the dealerships going over the damages. Ive also added a picture of the right tie rod and how its supposed to be.
Business Response
Date: 04/23/2024
I have been informed by our damage specialist *********************** that he has provided member with the insurance information for ther contract station.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:04/16/2024
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.
Quiero reportar a AAA por poner en riesgo mi vida es la 2da ocasin que mi carro sufre collision por la parte de atrs del vehculo y AAA dice que el carro es manejable mi carro se vibra a ******************************************************************************************************************************************* ESTAR SEGURO EN LAS CARRETERAS CUANDO LLAM DIJERON QUE EL VEHCULO ERA PRDIDA TOTAL DESPUS QUE SIEMPRE NO LUEGO QUE SI MANDARON LA GRA POR EL VEHCULO Y DESPUS NO SABEN DNDE EST EL CARRO (*******) la ACTITUD DE AAA y ms ******* QUE LA PERSONA QUE ME IMPACTO MI CARRO TAMPOCO **** ASEGURANZA YA QUE **** TAMBIN AAA
Business Response
Date: 04/23/2024
April 19,2024

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

Attn: **********

Re: Complainant:***************************
BBB File Number: 21582071

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department which was submitted on April 16, 2024. I have provided the information you requested below.
The complainant has indicated that their vehicle was misplaced and has requested that we pay $12,000.00 for their vehicle. They have also requested mechanical repairs as part of this loss.
The incident was reported as a rear end collision loss, with minor damage to the rear bumper. We coordinated the towing of the vehicle to their chosen repair shop and have confirmed its arrival. The complainant also requested mechanical repairs be covered through this claim, but our inspection revealed preexisting front-end damage unrelated to this loss. As such, we are unable to approve payment for unrelated damages under this claim.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,
*********************
*********************
Claims Manager
************
Customer Answer
Date: 04/23/2024

Complaint: 21582071

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/04/2024
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.
On march 1st 2024 and again on April 4 2024 i received a letter from AAA telling me that my AAA membership has expired $10 savings if i renew with auto renew. When i go to renew there is no $10 off. I call and service staff takes an uncomfortably long time to explain why they dont honor the $10 renewal for auto pay though I have the letter in my hand offering me $10 off for MY specific renewal on MY specific account number. Its not a generic marketing email. The letter refers to my account #, that the membership lapsed, and if I renew I get $10 off the annual fee for automatic renewal.
Business Response
Date: 04/05/2024
We have posted $10.00 to his membership. He can now go and pay the balance.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:04/01/2024
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 2/29/2024 I ran over a downed power line, sustaining both mechanical and body damage to the vehicle. I initially called the ********************* to file a claim (the # on my AAA card) and was told by the representative that a claim was opened. Claim # ************ I rec'd a letter from claims rep ******************************* dated 2/29/2024, and I have since forwarded to him (via email) the info he requested. I sent him an estimate from the Auto Mall (***********, **) as well as actual invoices totaling $676.27 for mechanical repairs, for which I am seeking reimbursement from my insurer AAA).I have left *********************** 4 separate messages. He responded to the first one (2/29/24) but never again. I still need to have body work done on the vehicle, with an estimate totaling $3675.96. I am hesitant to actually schedule these repairs since I have heard nothing further from the claims rep. I have called our local AAA office as well as the original agent (back in **, where the policy was originally obtained) but nobody has been able to give me any answers as the status of my claim.
Business Response
Date: 04/08/2024
April 8, 2024

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

Re: BBB File Number: 21516411

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint sent to your department which was submitted on April 2, 2024. I have provided the information you requested below.
We did receive a copy of the estimate by email, but the shop of choice did not submit any photos for review along with their estimate. Additionally, we did not receive any receipts for out-of-pocket expenses as mentioned in the complaint. We requested an independent appraiser to complete the required photos and obtain a copy of the out-of-pocket invoices. The inspection has been completed and the payment for repairs was issued to the customer as well as reimbursement for the out-of-pocket expenses. The claim status has also been reviewed with the customer.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

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

Senior Claims Manager
Initial Complaint
Date:04/01/2024
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.
My son and I both ordered tow services for my vehicle in January 2024. My son put in a claim as the tow driver came out and damaged my vehicle shown in our video! He was unable to tow. I called in for a new tow driver to tow. The next driver was able to complete the tow and stated the previous tow driver required new training as he was negligent in the attempt to connect my vehicle thusly damaging my vehicle. CSAA denied my sons initial claim and would not communicate with us after denial. They stated he would have to go after their 3rd party when the 3rd party is their provider and not ours. I in turn made a claim on my membership account and they have acknowledged receipt of my claim. However they have not called me back or emailed as promised. I had to call corporate and they in turn promised someone will call back but no one has. *** emailed and sent a voice message recording ******* stating they cant get me someone but will in a few days! No one is returning my calls or my claim updates! They are being negligent and not following protocol to answer my claim, telling us to go after some outside vendor when we contracted with them. Their refusal to speak to anyone is very DISRESPECTFUL when asking to speak to a Supervisor!
Business Response
Date: 04/11/2024
We have researched this complaint with our damage specialist and have been informed that they are denying the damage. Here is what he states.
After extensive review of your claim, we cannot determine that the driver from *********** Towing
is responsible for the damage to your vehicle. Due to the type of damage that was reported, the equipment that was used and the pictures provided to us by the service provider- we cannot place responsibility on *********** Towing.

Additionally, I should add that the video you submitted shows the damage to your bumper as pre existing. You also acknowledge in the video that there was damage already on the bumper.
The damage done to your bumper was due to its pre-existing condition and not driver negligence.
Lakshmi Pal
************
Initial Complaint
Date:03/27/2024
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 have the emails and letters that hold proof. ******************** having over 35 years with (CSAA) (AAA) and the other a Senior agent ********** have committed fraud by an Insurer, forgery, posted a fraudulent report to a ************* CARFAX that I had already been paid on the claim showing they tried to withhold paying on a legitimate claim this report to CARFAX further added 100 thousand miles to the odometer of my vehicle lowering the value a great deal and conspiracy. In short of this matter; I am demanding that both agents' licenses be revoked indefinitely. Being both agents hold the power as if they are the principal ******************* did state his only supervisor to be CSAA that my demand letter for punitive damages for 12 million be fulfilled beings Mr ******** did illegally do the investigation for himself and ********** then filed a fraudulent report with the State Insurance Commissioner. ******************* covered up the fraud he and *********** had committed, having the State Insurance Commissioner think I was just being difficult over not knowing how to read an odometer on my own vehicle. It does appear 35 years working at (CSAA) (AAA) gives an agent the power to have false statements and reports be held as truthful with State Insurance Commissioner there is so much more he lied and gave false reports and statements about. ********** filed the fraudulent inspection report on my vehicle that he never did, to come up with a very low amount he would later attempt to use to force me to take. ********** committed forgery when he had a check issued in an amount that I had already denied. ********** again committed fraud sending me fraudulent reports that falsely stated I had agreed to the offer. ********** has further committed forgery as well as the fraud when he accepted my counteroffer then on the same day disregarded that he had committed the above illegal bad faith. I filed with the in-house fraud team at (AAA) (CSAA) this having them fully aware and clearly condoning the agents bad faith.
Business Response
Date: 03/29/2024
Dear BBB,
We are in receipt of ********************************* inquiry to your office. After review, our records indicate that **************** has submitted this complaint via the California Department of Insurance. A response was provided with our position on the matter. As such our decision will stand and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 04/01/2024

Complaint: 21497083

I am rejecting this response because: The agents *********** and ******************* have committed crimes on my claim fraud forgery and bad faith

Sincerely,

*************************
Initial Complaint
Date:03/26/2024
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 December 13th 2023 my car rolled down an embankment and hit the corner of a house. I was parked and was trying to back up my my car slipped in the mud and pine needles and I could not get traction so my car went the only way it could. The house was not damaged except for some scrapes and a small dent in the drain pipe. I had to call the highway patrol and get my car towed. On December 15th 2023 I called my insurance company and spoke with ***************************** the adjuster they assigned to me. ***************** tells me that the car might be totaled out due to the age of the car and that I would only have four days of a rental until December 19th. I never got the car because it was pointless. At the time I thought ok they will get back to me to confirm and I had no issues with her at the time. I get a letter on December 26th 2023 ***************** tells me that she advised me my car was totaled on the 15th and that they will not be paying storage fees after the 22nd. I called to complain and she said she advised me that it was totaled and I told her that is not what she said to me. On the 27th I cleaned out my car at the tow yard, found my sunglasses missing and the container it was in left open, and handed it over to the insurance company. At this point I was getting pretty angry and kept trying to call **************** to find out when I was getting the payout for my car and she refused to return my calls and nobody else did. I finally called at the middle of January to request a different adjuster and to talk to someone else. That is when I found out that for a month I was being lied to and they had decided on January 6th 2024 my car was repairable and they had waited until I complained to review my claim. My car didn't get to the shop until around the 17th of January 2024. A month after the accident. I was also informed that I would have a month of a rental not four days. At the end of January I get a call from the shop because he couldn't work on the car because AAA hadn't approved the parts so once again I had to call and complain to get anything done. On the 15th of February I called the shop to get and update and found out he was going to give me my car back that day but found out he couldn't when he put the fluids in the car and found a crack in my transmission so he needed to go back to the insurance company. I get a call from **************** about a week later saying that I was deemed at fault and that my insurance will go up when I renewed. I argued with her and told the story again but she wasn't listening because she repeated stuff I wasn't saying. Then she told me that it is my fault because I was in the car and kept repeating it. I said "fine," because I was done talking and was too tired to fight with them anymore. She asked me if I had any questions and I said, "No. I don't want to talk to you anymore." AAA never changed the adjuster like I asked and not long later I received a letter stating that I am at fault. On the 17th of February 2024 the insurance company stopped paying for the rental. I went to pay Enterprise a week later but I only had cash and they agreed to take the payment of what I owed but pulled the car out from under me. Month two my car is not done and now I had no rental. Now it is month three and the last bits are being done on my car. On 3/15/2024 the shop called me again asking me to contact AAA because they hadn't paid him. I called and left a message with ***************** and got no response. It has been three months of me doing their job and being a go between with them and the shop and I am upset about it. My cars license plates are missing and now I cannot drive the car until I get replacements. At this point I need someone else to step in and fix my problem because after three months I am exhausted and I have no way to file a complaint or dispute about there decision.
Business Response
Date: 03/29/2024
Dear BBB,
Attached, please find our response to ***************************** inquiry to your office.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:03/26/2024
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 had a rental policy with AAA after I rented my house out for several years. In June 2023, I moved back to my house, and visited AAA office in **********. I asked AAA to change the insurance from rental to homeowner, and was denied because my roof was too old. But AAA still charged my rental insurance even though I am not a renter. In 03/05/24, I got a letter from ************************* saying that I own AAA $156.15. I visited AAA, and told the guy that I have a homeowner insurance with ***** now. He told me sending ***** insurance to ********. I contacted ********, they said that they only response for collecting money, nothing else. I have to go back to AAA, and tried to give the same guy the ***** document. He refused to accept it, and told me that it was too late. I don't understand why he treated me like this. I am old, can't speak good English, but I want to be treat fairly. If you give a custom wrong instructions, you are not quality for your job. I DO feel that he did it intentionally. Later I called AAA custom service, and sent them the ***** insurance. This problem has been solved, but I still think that I should not pay the rental insurance since the status has been changed. Each insurance policy covers different group people. I should not be classified as a renter. I paid rental insurance from 06/2023 to 11/2023 when I lived there, and costed about $159 per month. I hope that I can get the money back.
Business Response
Date: 04/03/2024
April 3, 2024

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

Attn: **********

Re: Complainant: Bei Zeng
BBB File Number: 21490278

Dear ***:
We are in receipt of your offices inquiry. We have reviewed Bei Zengs complaint to your department submitted on March 26, 2024.I have made contact with the insured and discussed her concerns. Insured has been advised we extended coverage during the time frame she is requesting a refund.

Thank you for providing us with the opportunity to review your concerns. Should you have any questions or require any additional information please contact me at ************ Monday Friday 8 AM to 5 PM.

Sincerely,

*******************************
Service Consultant
Policyholder Relations - CSAA Insurance Group
Initial Complaint
Date:03/20/2024
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.
************************* as Sales Agent mislead me in my purchase of an Insurance Policy on 2/27/24. I was carrying $10,000 Property Ins with the *************** He then told me that I was not carrying enough ins should I have property damage. He raised the limit to $135,726.01. He said that is what is required for my condo. I contacted ***** on 3/12/24 informing him I had gotten a copy of my *** ins policy from *****************************. ****** stated I only needed $25,000 since the *** covers everything attached to the foundation including wall, roof, flooring, cabinets, appliances, etc. after not hearing back from ***** (**************************** Insurance Sales Agent, Insurance *********** CA License # *****************, 2023 Circle of Excellence Platinum Award Winner AAA Northern California, Nevada & Utah Please Call me Direct at ************ My Office hours are M-F 9:15am-5:15pm PST ************************** He told me he needed a day to get it resolved. On 3/19/24 I contacted him for an update. He replied that his supervisor would get back to me. On 3/20/24 I still have not gotten this resolved.
Business Response
Date: 03/28/2024
I have been informed by our insurance group that he has been contacted and his concerns have been addressed to his satisfaction.
He has been refunded $391.00 back to the card on file.
Sincerely,
Lakshmi Pal
************

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