Complaints

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

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• 

  CSAA

  3055 Oak Rd Walnut Creek, CA 94597-2098

• 

  CSAA

  601 Kings Ct Ukiah, CA 95482-5004

• 

  CSAA

  150 Hayes St San Francisco, CA 94102-4710

• 

  CSAA

  1276 S California Blvd Walnut Creek, CA 94596-5123

• 

  CSAA

  111 Lynch Creek Way Petaluma, CA 94954-8301

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2023

  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.

  In July of ****************************************************************************************************************************************** the middle of the night. We had to pay for our own tow even though we have Premier benefits. We have submitted the reimbursement form for $125.00 with all of our information. AAA told us the check would arrive **** days. It never did. We called AAA and verified information again and was told again the check would arrive **** days. Again, it never did. Three months later we had to call a 3rd time to verify information and are told the check will arrive 7 to 10 days. All the information is on the form and in emails and given over the phone. AAA needs to expedite the reimbursement check for $125.00 and comp me for the Premier account since AAA abandoned us in a dire situation.

  Business Response

  Date: 10/24/2023

  I have been informed by our reimbursement group that the refund check has been reissued and member should receive it within the next 10 business days.

   

  Sincerely,

  ***********

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

   

   

• Initial Complaint

  Date:10/11/2023

  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.

  We received a letter from the business dated August 30, 2023 for our property in *******, California, stating that they are not going to renew our policy as of November 28, 2023 due to "substantial increase in hazard." We did not receive any prior notice of any concern(s) regarding our property, nor did we have any opportunity to address the alleged hazard(s). We contacted the customer service and was told that once the letter is mailed out there is no possibility to remedy the matter.Our property is not located in a high risk area for fire or flood, and there is a fire department one block away from our home. We have never filed a claim on this property for the nearly twelve (12) years we have lived here.We would like for the business to give us at least 30 days to resolve the situation and continue (renew) our policy thereafter at the same rate and same coverage.

  Business Response

  Date: 10/16/2023

  Dear BBB,

  We are in receipt of your inquiry on behalf of *************************. Contact attempts have been unreturned. After review our decision will stand. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20719836
  
  I am rejecting this response because:
  
  We have not received any mail(s), electronically or physically, nor phone call(s), voice mail(s), or text message(s) since the time of the complaint.  We have reviewed our phone logs for incoming calls and voicemails, and there were none coming from AAA.  The only letter that we received was before the complaint, and that letter was to inform us that our policy will not be renewed.  In addition, the phone call that we received from AAA local agent (before our complaint was filed) was to confirm receipt of the non-renewal policy.

  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2023

  Dear BBB, 

  **************** returned my contact attempt today. She was advised that due to an underwriting hazard at the property our decision would stand. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20719836
  
  I am rejecting this response because:

  we feel that AAA is being unfair and unreasonable and that no one from AAA has come out to verify any of the allegations.  In addition, there was only one attempt to call us (a phone call was made after the business stated there were numerous attempts).  Just an FYI.  At any rate, we will just cancel that said policy with the knowledge that some companies are no longer operating in an ethical manner.  No arbitration or mediation is needed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/20/2023

  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 was in a car accident on 7/24/2023. I filed a claim with my insurance AAA but the case was closed due to the other person involved claiming full resposibility. I have reached out to AAA many times with no return phone call or email. Today is 9/20/2023 and they still have no resovlved the case and the claims adjuster for the other claimaint ******************* has not reached out with anything since 8/3/2023. I am at an end; I am not sure what else i can do anymore. When my car was deemed a total loss; the adjuster did not even call or email to tell me anything. I had to hear it from ******************. I am wanting this issue to be resolved as soon as possible.

  Business Response

  Date: 09/21/2023

  Dear BBB,

  Attached, please find our response to ******************** inquiry. 

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:09/19/2023

  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 am writing to express my deep concerns regarding the racist and discriminatory behavior, deceptive practices, and threatening conduct I have experienced from my AAA insurance agent, *****************************, based at the *******************. My interactions with her have been deeply unsettling, and it is crucial that I share these experiences.Racist and Discriminatory Behavior Targeting Language Barrier *****************************, who is well aware of my mother's limited English proficiency, has displayed a disturbing pattern of racist and discriminatory behavior. She has taken advantage of my mother's language barrier to deceive her into purchasing an insurance policy that was only valid for one month while misleadingly stating that it would last for approximately three years.********, *********'s discriminatory actions extend beyond the initial transaction. After my mother purchased the insurance policy, she has consistently refused to provide any assistance or answer any questions my mother has had. This deliberate neglect is a clear manifestation of discriminatory behavior, leaving my mother, who primarily communicates in Chinese, without the support she should rightfully receive.Exploitative and Deceptive Practices with Verifiable Evidence In 2019, ***************************** informed us via email that she could be our agent based on our request, which we promptly made by stating, "I request ***************************** to be my agent." This understanding was confirmed when she sent us a receipt and a confirmation email indicating that she was indeed our agent for an earthquake policy. The receipt explicitly stated that the earthquake policy would be valid from November 1, 2019, to December 2023.However, a recent inquiry with AAA's customer service revealed that the policy ********* claimed was valid for three years had actually expired after just one month. This misrepresentation, coupled with her discriminatory behavior, is deeply concerning and raises serious questions about her professionalism and ethical conduct. We have the receipt as concrete evidence to support our claims.Lack of Responsiveness and Threatening Behavior Toward Me, Her Client I would like to emphasize that I am also ********************************* client. Despite this, I have experienced the same lack of responsiveness and threatening behavior from her. Last Friday, I attempted to contact her around 3:00 PM. I initially called her cell phone (assuming she had my number saved), but there was no response. I then called her work number, identified myself, and she promptly claimed to be at lunch and promised to call me back. Unfortunately, she never returned the call.Furthermore, when I informed her that I intended to file a complaint and shared my experiences in a group chat, several individuals recounted similar experiences with *********. In response, she sent me a message threatening legal action with "??,??????," which translates to "Be careful, I will *** you for defamation."Conclusion In conclusion, ********************************* behavior as my AAA insurance agent at the ******** Branch has been marked by racism, discrimination, deceptive practices, threats, financial manipulation, and a consistent failure to provide adequate support. These actions not only undermine the trust we place in our insurance agent but also raise serious concerns about her professionalism, ethical conduct, and treatment of clients from diverse backgrounds.We have irrefutable evidence in the form of the receipt that clearly indicates the policy duration she promised my mother. We hope that AAA Insurance management will take this complaint seriously and address this matter promptly to prevent others from experiencing the same racist, discriminatory, and unprofessional conduct. Immediate improvements are essential.

  Business Response

  Date: 09/21/2023

  September 21, 2023
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:*************
              BBB File Number: 20627898
  
  Dear Disputes Resolution Specialist:
  

  We are in receipt of your offices inquiry. We have reviewed ************ complaint to your department which was submitted on September 19, 2023.
  

  I have contacted the insured, and we are currently addressing their concerns.

  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,
  
  *******************************
  CSAA Policyholder Relations
  ************

  Business Response

  Date: 10/06/2023

  Our apologies for the late response.  I have been informed by the branch management that they have been in contact with this member and are addressing her concerns.

• Initial Complaint

  Date:09/14/2023

  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 signed contract with INSURANCE COMPANY AAA from 3/2/2013 to now , and every years I came in their business to pay full mount for INSURANCE AUTO , or I called their phone number to paid money from my credit card , include to pay member card too *********** BUSINESS woodland to did not solve my complaint and they none open liability , UM by law CALIFORNIA to request all INSURANCE Company should open liability compensation for their customer involve accident with TRUCK CAR BRINKS by law ***** or ******* I request responsibility ****** AVALON **** , this is car run 92kmile , It is too old , now It was damage from right side , rear side and left side .. I petition to request BBB solve , IF INSURANCE company Business none to feed back , It is seem default for Final JUDGMENT before Court at Woodland , with me BBB or Court and JUDGE all the same power as JUDGE This car was total loss right side , rear side , left side and AIr BAG light open , lead into my son bought another car already every year I paid about $ 600

  Business Response

  Date: 09/18/2023

  Dear BBB,

  Attached, please find our response to ******************* inquiry. 

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department 

  Customer Answer

  Date: 09/20/2023

  Please see the attached.

  Attn   AAA BUSINESS INSURANCE 

       I was saw letter from BUSINESS INSURANCE AAA Respond , It is not 

  legal , because :

  1/ Company INSURANCE AAA  none sent any proof or any evidence 

  my son at fault 

  2/ All case back up are not at fault from driver  all case at fault before COURT  and law CALIFORNIA , when TRUCK driver 

  hit our car from right side , rear side lead into left side our car was damage too , include another car parking over there was damage too .. Follow law truck driver at fault over 60% , It is mean at fault 100% , because truck driver run over limit hit too much to made another was damage too in parking lot 

  3/ Truck driver  car BRINKS , their car always camera , because It is truck professional protect Money for 

  California .. so that follow law california all Insurance company involve to should come out and open liability compensation for their customer 

  4/ Company Insurance avoid Police Pleasant Hill , I think It is seem bad faith 

      Dear AAA BUSINESS and BBB 

  I need AAA BUSINESS sent the proof and evidence announce my son at fault 

  from truck car Brinks , INSURANCE AAA , IF none sent for me any proof 

  my son at fault ... I request INSURANCE Compensation all damage ,

  because follow law from CALIFORNIA Truck car Brinks to be right none responsibility 

  all responsibility from all liability of INSURANCE COMPANY should come out 

  REGARD 

  ***** LE 

  
  

   

   

  Customer Answer

  Date: 10/02/2023

  Please see the attached

  I want INSURANCE AAA enforce all law from California and 

  all contract they sold for me , I want Company INSURANCE fix my Old car ***** accord 2002

  and Compensation savage for car ****** Avalon ****

     Because all from my blood and my bone marrow to bought both that car 

  yes, the car ****** AVALON **** was bought from money scholarship of My son 2013 and 2014 

  and money from Financial Aid at ************* to pay for my son ..But My son was grown up by 

  me , he is not grown up by welfare , and in the time that , he lived together with me 

    include all INSURANCE to pay under my name 

  I was save all my life , my enjoy and my stomach for my son from **** to he start work at ********

  California .. So that with ability I am mother and member ship INSURANCE AAA 

     I petition into solve compensation 

  in the time My son involve accident  date 8/21/2023 @ 1:30PM, too much people stayed there and my son called me , I request 

  My son called POLICE .. Yes , He did 

    Also I was involve accident hit and run 9/23/2023@12:30PM I called POLICE 911 and I was 911 said called POLICE 

  Pleasant Hill , Yes, I did 

     I attach document from from 911 and phone POLICE Pleasant Hill by my son called me and POLICE PLEASANT HILL 

  ************, and we were department Pleasant Hill to request MY INSURANCE contact with them .. and I was email and called them already .. 

     Regard 

  ***** LE 

  Business Response

  Date: 10/04/2023

  Dear BBB,

  After review of ******************* rebuttal our decision will stand. Please refer to our initial response. We now consider the matter closed. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:09/12/2023

  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 have an open claim (claim #**********). A driver with CSAA Insurance Group struck my wife ***** from behind at a stop light and damaged the rear bumper of the car. The adjuster initially communicated via an email message that he needed to speak with my wife and was unable to reach her. I informed the adjuster via email on her availability and since that time (one month) my wife has left several massages with the adjuster with no response. I have emailed claims with all information regarding the incident including pictures, descriptions, ID's, etc. and have followed up asking how to proceed with the repairs. They have been non-responsive. We just need to get our bumper fixed properly and just need them to respond to the claim and get us repaired. In addition to the uploaded documents, i also have the follow up email requesting them to respond.

  Business Response

  Date: 09/20/2023

  September 20, 2023
  
  Better Business Bureau, ****
  *******************************************************************
  
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               *********************************
                  BBB File Number:                      20594003
  
  Dear *** L:

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.

  Below you will find our response concerning this matter.

  We have contacted the complainant, approved an estimate of repair, and the shop is pending their repair appointment.

  Should you have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  *****************************
  Claims Manager
  Phone: ************ 

• Initial Complaint

  Date:09/09/2023

  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.

  I've been waiting almost 2 years for payment. I signed over my car title after I was promised payment once my car was picked up. The settlement agreement claimed that I would receive $945 for my car. The adjuster for my claim ************** has ignored every single one of my communication attempts . We had an agreement!! I was told that I would receive the remainder of the settlement once ******************* picked up the car. After the car was picked up , I was completely ghosted. Settlement letter states $4594 as the amount offered. I received $3648 through direct deposit, I was told, I'd receive the remaining $945 once the car was handed over to *******************. ***** was the one who set up the tow appt.I no longer have AAA, I canceled my membership because of all the games they've been playing.

  Business Response

  Date: 09/15/2023

  September 14, 2023
  
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:***********************
              Claim Number: ************
              BBB File Number: 20578303
  
  Dear Disputes Resolution Specialist:

  We are in receipt of your offices inquiry. We have reviewed the complainants inquiry to your department which was submitted on September 09, 2023. I have provided the information you requested below. We issued the payment of $945.81 to the complainant today and left her a voicemail advising of this.

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

  Customer Answer

  Date: 09/19/2023

  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.
  ( satisfied once I receive the mailed payment)
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  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 filed an insurance claim #************ with AAA on 8/2/2023.I am very frustrated with AAA, for not handling my claim within a timely manner. I pay my insurance like any other customer and shouldnt be treated differently or discriminated against. My adjuster expressed having a huge case load due to the ******** in California but came off very irritated when I followed up on my claim. On 8/9/2023, I submitted my inventory and was told it would take **** business days for her to complete. I called back after the timeframe had passed and she wasnt even aware that my inventory had been submitted on 8/9/2023. My adjuster thanked me for letting her know and gave me another 710-day timeframe for completion. After expressing my concerns about the claim process and transparency I asked for the supervisors contact. I was given Gwens information. Ironically, that same day, 8/31/2023 my adjuster reached out to go over my inventory (something that shouldve been taken care of about two weeks ago).

  Business Response

  Date: 09/14/2023

  Dear BBB,

  Attached, please find our response to *********************************** inquiry. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint on behalf of my elderly parents. They have been AAA Insurance customers for over 20 years. They have trusted AAA to take care of their valuables including car and renter's insurance. My parents have been loyal customers to this company. This is why when they purchased their first home in October of 2021 they did not hesitate to go to AAA to obtain homeowner's insurance through them. In July 2023 (not even 2 years later) they received a notice of non-renewal effective at the end of September 2023. The reason stated was clutter/unsanitary conditions (i.e. hazardous appliances dilapidated vehicles).The communication was in English despite other communications from the company being in Spanish. After realizing the seriousness of this, I contacted AAA to ask specifically what was triggering the non-renewal so it can be addressed. I was informed that they had satellite images that could not be shared with us and that their decision was final. They also said to think of it as a test that was failed. After looking up images in GoogleEarth, I saw what I assume were the images AAA was referring to (images of when my parents first moved in 2021). Since moving in my parents have worked on improving the yard and clearing vegetation because of the risk of fires. I emailed pictures of the current state of the yard (which is very different to the images in ****** earth). All vehicles in the home are in working order and are used to get to and from places. The yard as it stands now was completed prior to the July notice. AAA did not send notice to "address" the issues. I do believe that they are seeking any excuse to drop customers because of the risk of fires in the State and are doing so unethically to older adults and discriminately against minorities and lower income families. This has caused tremendous stress to my parents. They also had to purchase another policy at a higher cost. The policy number is CAH215077415.

  Business Response

  Date: 09/08/2023

  Dear BBB. 

  Contact was made today with **************** as requested. Our position was explained in detail and we now consider the matter closed. 

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:08/25/2023

  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 May 5th 2023 we stopped .automatic payment to AAA insurance for two cars because we left on a vacation and started on June 6th with another insurance company. when we returned, They insist we own May payment of ****** because our other insuance did not start until June even though the cars were in our garage. When I tried to resolve the situation they insisted i owe the money and was just nasty about it. I left and did pay the money on line although I still believe I do not owe it. If I have insurance or not for a month is not their business. Both cars are fully paid for I am in the process of contacting the California Insurance commission to get their response and considering going to small claim court. I know it is only ****** but it is the principle of it and the lady was so nasty.

  Business Response

  Date: 08/30/2023

  August 30, 2023
  
  Better Business Bureau, ****
  *******************************************************************
  
  Attn:  **********
  
  Re:       Complainant: ***********************************
                  BBB File Number: 20522964
  
  Dear ***:
  We are in receipt of your offices inquiry. We have reviewed Ms. ******** complaint to your department submitted on August 25,2023.
  

  After a careful review of Ms. ******** concern, we found the following.
  
  We received a request to cancel the policy on June 26th,2023, which at that time the insured had a balance owed because of declined payments that occurred prior to the cancellation. The amount due was earned premium as coverage was extended to the insured.
  
  As of today, I show a zero balance.
  
  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