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:01/29/2024

  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 full coverage auto insurance for my 2016 ********** Outlander in 2023 at which time it only had about ****** and was in perfect condition being that it was just driven locally or parked. Purchase price of the vehicle was 42,000$. It was towed from private property of which the property owners didn't request the tow and the police said it would not be towed if it was left over night.I even have AAA roadside service to use if such a service need as a tow should come up. I returned to where my car was left and it was no longer there. So of course I called my insurance company that my vehicle stolen. Just to add insult to injury, documents such as my expired driver's license Citizenship ***************.$ to replace) and my s.s.n. card were in it. (We all know what a mess that can become.) Were in it. Lo and behold some time later I find a letter in the mail that my car has a lean on it in some tow yard on **************** in **********. So of course I freaked and marched the letter over to my insurance agent named **** at his office personally, he said he would forward it to my claims adjuster. Long story short the end result was that they would not help me deal with the situation in any way whatsoever.I said if your car was parked on private property and someone took it upon themselves to tow your vehicle from your parking space at which you were told it would be fine there you would not, think or consider that stolen.

  Business Response

  Date: 01/30/2024

  Dear BBB,

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

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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 am writing in reference to a recent call I had with AAA regarding my insurance policy going sky high. They advised me that it was because I had a point on my insurance. I have never heard of that a day in my life they have no paperwork to back that up and they say that its something based off of the city that you live in. I need something showing that, I have had claims before and Ive never gotten an appointment for it. Its not like its my license. Something needs to be done about this. I need to remove the point from my record.

  Business Response

  Date: 01/26/2024

  Dear BBB,

  We are in receipt of your inquiry submitted by ******** *************************. We welcome the opportunity to address any issue raised. Contact was made with ****************** to acknowledge and address her concerns. ****************** indicated that she was satisfied with the response and considered the matter resolved. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 01/26/2024

  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:01/24/2024

  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.

  Called in to fix issue and take me er off membership I did fix issue remover other person off membership again , got the service and membership renewed Company now tells me they let other person on account use my membership Without my concent after was removers Talked to a lady superveiser did not fix issue and was *************** supervisor *** agent ******* could not not find records because they closed account

• Initial Complaint

  Date:01/24/2024

  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 name is *********************************,My car broke down on Oct 29 2023,,,called my insurance carrier to provide me with tow service, was told they send one tow truck,waited waited but never came,where I I was phone reception was hard to get,till finally a phone called came through,it was the *** representative ,I was told they sent tow truck, but where I was ,their trucks don't go there,,,I told them ,if I should it known their trucks ,don't go there ,I would it called somebody else. I also told them if I get a tow truck ,now they would have to pay for that tow service,they said it was fine ,they would reimburse me the money.when I went to make the claim ,in their office .the supervisor that I spoke to ,told me he said he was so sorry for I had to go through,for not providing the service, but there shouldn t be any problem providing me a reimbursement that I paid for the tow service,which it was 700 hundred,it would take several days to notify me about the claim.actually it didn't take long the next day I received a phone call ,denying the claim,because according to their policy ,none of their tow trucks go on dirt roads, or paved roads,when I got contract ,never mentioned me,nothing about dirt roads, tow service for what I understand ,if my car breaks down,they will send somebody to pick up my car,. Can somebody help me with this claim,my phone #is **********

  Business Response

  Date: 01/30/2024

  I have been informed by our ***************************** that this was not a covered service.

  Per our Membership Terms and Conditions:

  Certain restrictions apply to all services, including the availability of services in all locations. Unless as otherwise specified, the terms and conditions apply to each Membership year.
  
  Safety of Members and AAA road service technicians is important to AAA. The technician may assess the situation for safety, which may impact how or if certain services will be available for each situation. AAA reserves the right to provide only such services as is deemed safe and within the normal course of servicing, including but not limited to using ordinary servicing equipment and servicing vehicles that have not been loaded, altered from their original manufacture or custom manufactured in a manner that interferes with the safe and legal rendering of service

  Sincerely,

  Lakshmi Pal

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

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21181951
  
  I am rejecting this response because:when I first got contract,just for tow service,nobody ever explained to me,about not providing  service on dirt roads I do remember ,that they would provide service on a 200 hundred mile range, which it was in their range,the dispatcher ,did tell me it was in their range ,no extra charges for that tow service,but like I previously explained to you,the dispatcher guaranteed me, that by getting another tow company I would get reimbursed.when I filed the claim,which is located on *********,*******,also the manager from that office told me he was so sorry for all the troubles I had to go through getting a tow truck..the manager assured me ,there shouldn't be any trouble getting the reimbursement,I think there is a miscommunication in their company,not all their people know their policies,I think,I should b reimbursed for assuring me the reimbursement.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two accounts with ***. Membership and Auto Insurance.I started in 07/2023 and paid for 6 months and now that my auto insurance expires 1/22/2024, I called for a quote since I have had consecutive auto insurance now for 6 months.The quote will determine if my rate dropped. I called three times on 01/10/2024 and the female agents all refused to assist me. I could not get a quote.The 3rd agent did the same thing and then I asked for a supervisor and the agent came back stating she can transfer me to the **** that will give me a quote.WHY DOES IT TAKE MULTIPLE CALLS, BECOMING ANGRY, ASKING FOR A SUPERVISOR AND WAIT ON HOLD JUST TO GET APPROVAL FROM SOME AGENT FOR A QUOTE. THEY ALL KNEW HOW TO TRANSFER ME. I just do not understand why people are SO DIFFICULT even while they are on the clock. Those 3 agents knew very well how to transfer the call and decided not too. THIS TAKES MONEY FROM *** SINCE I WAS CLEARLY TRYING TO REMAIN A CUSTOMER.I asked that last agent for a supervisor and she decided to send me to her lead instead of a supervisor. The lead who I believe was **** quickly tried to cancel my accounts. I stated I wanted a quote to see if my rates are better for Auto Insurance and since my time has been wasted, I decided to move on to another carrier since the *** agents are unprofessional.The lead decided to interrupt me just to be sure to mention that she's going to cancel my policy so that it doesn't renew. WHAT EVER HAPPEN TO GOOD CUSTOMER SERVICE? A real manager would have tried to make things right so they could keep an account open. This lead was an agent who really wasn't skilled in PROBLEM SOLVING OR COMING UP WITH THE BEST RESOLUTION. I stated, I was going to file and complaint and the Lead said, GO RIGHT A HEAD. I have now filed four complaints in different places just to try and make sure that *** does not continue treating people like they treated me! Poor customer will assist in losing a customer so please assist.

  Business Response

  Date: 01/12/2024

  
  Please forward to ********* **** at ************************** for review/response.
  **********************************************************************

  Thank you.

  Business Response

  Date: 01/18/2024

  
  Please forward to ********* **** at ************************** for review/response.
  **********************************************************************

  Thank you.

  Business Response

  Date: 01/26/2024

  Dear BBB,
  
  We are in receipt of ******************** inquiry. We welcome the opportunity to address any issue raised. A review of the account in question shows that it expired on 1/22/24. Upon review of the interactions, ****************** called to request a quote. Quotes are provided at new business and for coverage modifications to a current policy, not for policy renewals. Our agents strive for first call resolution and a positive member experience. Each agent attempted to understand why ****************** was asking for a new quote when she was already a policyholder. Unfortunately, ***************** was not receptive to the information provided or disconnected the call prematurely.
  
  We thank ****************** for her time with AAA and wish her the best with her new insurance carrier.  

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:01/20/2024

  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.

  On 9/7/2023 CSAA inspector came to my house to inspect my roof due to damages. I was then approved for a roof replacement to my dismay I received a letter from CSAA 2 weeks later saying that I was approved to get my roof replaced but due to my mortgage company not paying my bill the policy was canceled in September of 2023. My question was to the inspector why would they send him out if this was the case? He couldn't answer my question. I'm under the impression that He did so to document my roof just in case of another claim. I contacted my mortgage company to get this resolved. The mortgage company and CSAA then spoke without my approval a new policy was created under CSAA. By creating a new policy in September. I can no longer claim any damages to my roof very devilish practice I called back CSAA and asked how does a new policy get created and I'm not made aware, nor did I give my consent? No one could answer that question. I'm under the impression that CSAA is no longer my insurance provider based on the multiple letters stating my policy was cancelled. On 1/10 /**** the CSAA inspector came to my house to take pictures of my roof. He told me to call my rep. I have left multiple voicemails, now being 1/19/**** and no one has returned my calls I feel disrespected and taken advantage of. The mortgage company made it right by me, they acceptable responsibility and found me a new insurance company. Thanks

  Business Response

  Date: 01/25/2024

  January 25, 2024

  Please be advised that I spoke with **************** and discussed the current status of his policies. 

  Sincerely,

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

  CSAA Policyholder Relations

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

• Initial Complaint

  Date:01/19/2024

  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.

  I'm 68 years old, retired, and I only get paid once a month, on the 22nd. I have auto pay for my auto insurance, and as a result, receive a $69/year discount. However, they take the payment on the 19th of every month when my finances are quite thin. I have asked them to simply move the payment back three days to the 22nd so that I don't end up with a bank overdraft. They refuse, saying that the "system" won't allow it. The options I am left with are to 1) continue to be in the red each month and have to pay bank charges, or 2) turn off the auto pay and have to pay an extra $69 a year for my already overpriced auto insurance. I am a long time customer who has always paid on time and has never filed a single claim in the many years I have been with this company. Any "system" can be overridden. This is an unfair business practice, and I deserve better.

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  Better Business Bureau, ****
  *******************************************************************
  
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               *************************
                  BBB File Number:                      21172679
  
  Dear ********:

  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 reached out to the complainant on Wednesday, Jan 24 to discuss an option. We are in the course of reviewing this request with our Service Team and will keep the complainant updated.

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

• Initial Complaint

  Date:01/16/2024

  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.

  I switched all of my Insurance to AAA June of 2023 except life insurance for my wife, because those rates were not a better deal. And now for the last 7 months AAA has been harassing me every single month to switch. I have called AAA over 6 times to ask them to please stop. I have told them repeatedly that we're not interested in their life insurance rates and that sending me mailers once or twice a month is asinine. Every time I call they apologize and tell me it won't happen again. And every month it happens again, now they just sent in the mail life insurance for me. Which I have also previously declined. All you have done is give me the motivation to transfer my Home Owners, Car Insurance, and Umbrella Policy to another Insurance Provider. Because you have disrespected me, and wasted my time! I've talked to your corporate office, your local office, and the number included on the mailers but nothing makes the harassment cease. I switched companies because you had great insurance rates, but when you cause me stress & irritation and repeatedly mail me junk after 6 phone calls - I've had enough.

  Business Response

  Date: 01/16/2024

  
  Please forward to ********* **** at ************************** for review/response.

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

  Thank you.

  Business Response

  Date: 01/22/2024

  Dear BBB,

  After review of the complaint, it appears that it was sent to CSAA General Insurance Company in error. ******** Insurance is a separate entity. To assist ************** in stopping unwanted marketing material, contact was made with ******** and an opt-out request was made on his behalf. ******** indicated that such request would take **** business days to process. 

  We hope this resolves ****************** concerns and greatly value him as a policyholder. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Business Response

  Date: 01/22/2024

  I have  been informed by our marketing team that both members ******* and ********************* have been removed from all future solicitations.

  
  It normally takes about 6 to 8 weeks to be completely removed.  

  
  Sincerely.

  Customer Answer

  Date: 01/22/2024

  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:01/14/2024

  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 car insurance policy recently renewed. I called in to get some additional information about why my monthly payment increased. I spoke to someone by the name of **** and I asked to speak with his manager. He informed me her name was **** but he refused to let me speak with her. He said someone from corporate would call me. Someone by the name of ******* called me and I asked her about the $7 monthly installment fee I am paying. Ive been a customer for almost 20 years and I have always paid on time with no issues. I do not want to and WILL not set up auto pay but I was told if I set up auto pay it would be waived. Then I was later told it would only go down to $3.50 a month. I said that I dont feel I should be paying a fee to pay my bill and to have someone look at my overall relationship with AAA but ******* told me I could and should just find another insurance company. I told her it seems like AAA does not care about their customers and is only concerned with there bottom line and profit and the $84 a year I am paying a year to pay my bill. She just said I could find another insurance company. I would like to talk to someone about the horrible customer service and lack of care AAA has for their customers. This fee seems so small that I cant believe they treat a long time loyal customer as if they dont care if I were to leave and take my business elsewhere.

  Business Response

  Date: 01/19/2024

  January 19, 2024
  
  Better Business Bureau, ****
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               *****************************  
                  BBB File Number:                      21144131
  
  Dear ********:

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

  We hope the response below can provide the complainant with the answer of how & why installment fees are assessed.
  
  Our Auto Insurance policy is an annual policy, not a monthly service policy, meaning the policy provides a policyholder coverage up to their policy limit if a loss should occur at any time, from day one (start date of term or inception date) through the entire policy term.
  
  We are aware that not all consumers can afford to pay their premium in full. For that, we offer a monthly payment plan with an installment fee. The installment fee is charged for monthly processing costs, example of costs includes service agents, billing -whether by US mail (paper and postage fees) or electronic (data costs), each time we run a credit card, a charge is incurred to us for the transaction. The installment fee helps offset this charge.
  
  We have also let our policyholders know that if they would like to reduce the installment fee to $3.00, you may want to consider our Automatic Payment Plan. Give us a call at ************** and we can set this up for them.
  
  Unfortunately, we cannot adjust her bill or waive the installment fees as it would not be unfair to our other policyholders paying monthly installments.
  
  Lastly, we wish to apologize for the customer service experience the complainant reported to your agency. Loyal members & policyholders are the cornerstone to our success. 
  
  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: 01/19/2024

   
  Complaint: 21144131
  
  I am rejecting this response because:

  If your loyal members and policy holders are the cornerstone of your success, you would find a way to accommodate members that have monthly policies and not charge a fee. But clearly that is not the case and you dont care if I cancel my policy and leave.

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

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  Better Business Bureau, ****
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               *****************************  
                  BBB File Number:                      21144131
  
  Dear ********:

  We are in receipt and reviewed the additional correspondence provided by the complainant. 

  Our records show we provided our response on January 19. The additional correspondence is feedback which has been noted.
  
  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: 01/24/2024

   
  Complaint: 21144131
  
  I am rejecting this response because:
  
  you dont care about you customers but dont worry because I will just be canceling my policy and going somewhere where they dont charge random fees for me to pay my bill.

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

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2023, a driver insured by Csaa made a left hand turn in front of ** which created a collision. A claim was opened on 11/20/2023 with Csaa , claim number ************, as the other driver was clearly at fault according to California laws of right of way. I gave an interview with the Csaa adjuster on 11/20/2023. I have called numerous times since then and have been told that they have not been in contact with their client and cannot make a determination. Initially the adjuster said that they had 30 days to contact their client and yet, as of today they have not done so. I have also sent them pictures of the accident and the adjuster says she has not received them yet. In the meantime, I have a car with over $12,000.00 in damages that is not driveable, and just keep getting the runaround from the Csaa adjuster. I need them to contact their client, who has already admitted she did not look for oncoming traffic when she made the left turn in front of us. The driver was driving her mother's car. The csaa policy is caas214027954. ******************************. This is clearly unfair practice as there is no excuse that Csaa cannot contact their own client. I appreciate any help you can provide.

  Business Response

  Date: 01/16/2024

  Dear BBB,

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

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department