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:09/25/2023

  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.

  Fact sheet of events AAA kept trying to get out of the repairs and making excuses.AAA kept taking their time with approving the supplement to the repairs.Degenerates Police report was filed for a hit-and-run ************* Regarding the manipulation and mind games, Ive had to receive additional emotional support, etc.AAA was supposed to repair Trying to take a vantage of me, with unethical & unprofessional practices Not treated fairly Witness, ***** (Machanic) at PacificAuto as to the good condition of car, after all of the restoration project, and Driving for Uber and Lyft It took AAA 2 months to except liability on my behalf, because the person that hit me was not making themselves available I paid for my own rental I was never reimbursed (caused me hardship) when I had an obligation to go to my medical ************ for treatment AAA owes me money for the rental, gas, my car, repairs, bodily injuries, medical ***************** , work, financial loss and maximum accident compensation And I had over 62 acupuncture therapy, and chiropractor services regarding my eight months of treatment twice weekly all the way across town off of Arden way There was a lot of unrealistic expectations regarding my claim with AAA and their bullying and miss handling of me and the attorneys I started out with My car had been restored prior to the accident. & It was in excellent condition.There was a lot of deception and miss guidance AAA, I believe they were holding back so they could do as less as possible for bonuses I want to recover my stolen property with all is my car and all of my belongings in it It got to the point where I needed a rental car to get back-and-forth to my mandatory doctor ************ which was all the way across town and I was hardly walking Im looking for an intimate law office locally to continue fighting for overall justice regarding a favorable of all positive resolving outcome.

  Business Response

  Date: 10/03/2023

  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:*************************
              Claim Number: ************
              BBB File Number: 20640986
  
  Dear Disputes Resolution Specialist:

  We are in receipt of your offices inquiry. We have reviewed the complainant's inquiry to your department, which was submitted on September 25, 2023. I have provided the information you requested below. We have had the opportunity to review our claim file and based on our investigation, we determined that our driver was the proximate cause of the loss.

  We assigned a physical damage appraiser to inspect the partys vehicle and an estimate was written in the amount of $1,158.07.  The party advised of several mechanical issues and damage to the right front bumper, and a broken right vanity mirror, that she claimed was related to this loss. 

  From our initial inspection, we deemed these damages as unrelated to the loss, and a partial denial letter was sent to the party.  We advised her that she would need to authorize a diagnostic test to determine if the claimed medical issues were related.  If it were determined that these issues were related to this loss, we would pay for the diagnostic review.  If the issues were not related to the loss, then she would be responsible for the diagnostic charges. 

  
  Our physical damage appraiser completed a thorough inspection of the rear of her vehicle. There was no additional damage that would support the impact being hard enough to cause damages throughout the vehicle, up to and including the front end, or any mechanical issues. We again suggested that the vehicle be towed to a dealership or mechanical shop for a diagnostic.  To our knowledge, she did not take her vehicle to a dealership or mechanical shop for the suggested diagnostics.
  

  We were advised by her attorney at the time that she would like to settle her property damage claim for the amount of our original estimate. On March 15,2022, a payment was issued in the amount of $1,158.07.  We also advised her attorney at the time that we would compensate her for a rental vehicle for loss-related repairs, we have yet to receive a rental receipt.

  Regarding Ms. ******* injury claim, on June 07, 2022, we mailed the party a letter regarding the applicable bodily injury statute of limitations.  We also mailed the party a letter requesting that she send all of her medical bills, records, and documentation of any other loss she may have incurred, including wage loss. We also provided her with a medical authorization that could be completed and sent back to us so we could assist her with obtaining the medical records and billing.
  

  She did not provide us with either her medical bills and records nor a completed medical authorization that would allow us to request this information on her behalf. 

  As the party did not settle her claim or file a lawsuit within the allotted time, our view is that her bodily injury claim has expired based on the statute of limitations.
  

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

• 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:09/13/2023

  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 complaining to you that the AAA Insurance unreasonably cancel my Home Insurance Policy.AAA Insurance decided to take my full annual payment and approved my policy on 7/31/2023. However, in less than 40 days, AAA Insurance abruptly notify me that my policy will be cancelled based on inaccurate information. This causes a lot of hardship on me since I had earlier terminated my previous home insurance just to move over to AAA Insurance based on their promise to underwrite the policy.AAA information is highly inaccurate. It claims that my roof have exceeded useful life and shows signs of deferred maintenance. In my phone call with them, they claimed that I have a tart on my roof. In reality, I always upkeep my roof to top condition. The last damage was caused by the widespread California storm and the damage was in fact classified as catastrophe. The damage was repaired fully by a licensed contractor. Not only that, further improvement were made to let the water flow even better. A 10 year warranty was also provided. The tart was supposed to be removed long time ago after repair but the contractor simply did not show up until July to remove it.I am asking for your help to resolve this matter. AAA Insurance is completely unreasonable in this incident and causing his customer unnecessary stress and difficulty.

  Business Response

  Date: 09/15/2023

  September 15, 2023
  
  Better Business Bureau, ****
  *******************************************************************
  
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               Koh, *****-Khoon
                  BBB File Number:                      20598885
  
  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.

  Upon receipt of your inquiry, we contacted the complainant and informed him that after a thorough review, our decision stands.

  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: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: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.

  Four complaints to my agent ****************************** (1) She set up my auto policies different from the one I approved (the quote), leading to an increase of premium from the quote value of $1214 to $1781.76 (annually). ********* changed some of the coverage terms (such as Uninsured Motorist Bodily Injury Coverage) without my consent. For other items, such as Collision Deductible, the actual premium I was charged ($987.00) is way higher than the quote value ($663), even if the coverage remains identical. Both coverages as well as my email correspondence that only approved the quoted policies attached . (2) ********* set up my polices at the end of July, during which time she consistently asked me to sign the documents because "there is a gift card only for signup in July" (btw, I have not seen any gift card so far, and she consistently dodged the question of how the process is going). Partially because of this, I was misled by and overlooked the rushed-signed contract that has a totally different premium from the quoted value. (3) After I found out the overcharged premium, I emailed and called ********* multiple times (proved by the email correspondence). When I finally got connected, she said the overcharge was solely due to my high mileage (which is not true according to another AAA agent, *****************************, who also mentioned that my new policies failed to record my previous ones, hence charged extra; I do have previous policies but ********* never asked me for it. *******'s contact is attached). However, she refused to provide a cost breakdown, to explain why the mileage was not asked during quoting (such that the quote value is misleadingly lower). She also refused to explain the change of coverage without my consent, or the premium increase for identical terms in the quote. (4) She and her team refused to answer my phone, or used the excuse of being too busy and will call/email me back, but never returned my contact especially over the past two weeks.

  Business Response

  Date: 09/20/2023

  Dear BBB, 

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

  Sincerely,

  CSAA Insurance Group Policyholder Relations

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20578409
  
  I am rejecting this response because:

  The company and the agent are dodging the key questions here. I would like to request the company side to answer the following questions specifically. 

  (1) As a customer, I have the right to proceed with the quote I wish to, which is exactly what I stated in the email. Why did the agent ignore my request and proceed with a different policy WITHOUT my consent? (Please review VERY CAREFULLY the communications between me and the agent, as well as scrutinizing the quoted and actual coverage to see the difference) 

  (2) If the quote with EXACTLY THE SAME terms ended up with a different premium amount, I have the right to know the reason behind. The agent has absolutely NO communications before she asked me to sign it. As you said, the premium is "subject to change as ADDITIONAL INFORMATION IS GATHERED". Ask the agent if she ever asked me for more information before the policies were set up. Is it part of the company's policies to make decisions without customer's consent? 

  (3) The agent kept hanging up my phone calls, or showed lack of patience. The agent has shown inappropriate verbal expression based on race and age. Is the company supposed to start investigation on her profession? After numerous calls, the company/local branch did not actively seek alternative options to keep *********************, but ignored my requests for clarifications. Does this abide to the professional codes? 

  (4) The gift card is promised as a sign-up bonus, and as customer, I am *********** know when this should happen and how to track it. If 6-8 weeks is a confirmed date, I need to know the progress. If 6-8 weeks is only your estimate, I doubt the credibility of this statement based on your dishonesty during the communications. 

  I insist:

  (1) A formal correction of my premium according to the quote terms and premium, unless a formal explanation why the premium changes and a cost breakdown can be provided. A reimbursement of the overcharged premium between the quoted and actual premiums. 

  (2) A formal apology from the company and the agent for the serious and horrible mistake, as well as unprofessional behavior during this process. 

  (3) Compensation for the labor during my efforts to seek help in this matter. 

  Sincerely,
  
  Jianyi Du

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20578409
  
  I am rejecting this response because:

  The company and the agent are dodging the key questions here. I would like to request the company side to answer the following questions specifically. 

  (1) As a customer, I have the right to proceed with the quote I wish to, which is exactly what I stated in the email. Why did the agent ignore my request and proceed with a different policy WITHOUT my consent? (Please review VERY CAREFULLY the communications between me and the agent, as well as scrutinizing the quoted and actual coverage to see the difference) 

  (2) If the quote with EXACTLY THE SAME terms ended up with a different premium amount, I have the right to know the reason behind. The agent has absolutely NO communications before she asked me to sign it. As you said, the premium is "subject to change as ADDITIONAL INFORMATION IS GATHERED". Ask the agent if she ever asked me for more information before the policies were set up. Is it part of the company's policies to make decisions without customer's consent? 

  (3) The agent kept hanging up my phone calls, or showed lack of patience. The agent has shown inappropriate verbal expression based on race and age. Is the company supposed to start investigation on her profession? After numerous calls, the company/local branch did not actively seek alternative options to keep *********************, but ignored my requests for clarifications. Does this abide to the professional codes? 

  (4) The gift card is promised as a sign-up bonus, and as customer, I am *********** know when this should happen and how to track it. If 6-8 weeks is a confirmed date, I need to know the progress. If 6-8 weeks is only your estimate, I doubt the credibility of this statement based on your dishonesty during the communications. 

  I insist:

  (1) A formal correction of my premium according to the quote terms and premium, unless a formal explanation why the premium changes and a cost breakdown can be provided. A reimbursement of the overcharged premium between the quoted and actual premiums. 

  (2) A formal apology from the company and the agent for the serious and horrible mistake, as well as unprofessional behavior during this process. 

  (3) Compensation for the labor during my efforts to seek help in this matter. 

  Sincerely,
  
  Jianyi Du

• 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:08/31/2023

  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.

  8/10/2023: all my insurance is with AAA ( home, 3 cars, 2 rental properties ). They are all enrolled in automatic renewal on my credit card. My insurance has been with them for 20+ years. This year as I was filling all the insurance declarations I realized that there was no new declaration for one rental property. I called Immediately and was told that they had mailed me a notice in May which I did NOT receive. I do not know why. People steal mail all the time in my neighborhood. The letter I was told gave the reason for non renewal : deferred maintenance , including but not limited to roofs that have exceeded their useful life the dwelling has a swimming pool that shows signs of deferred maintenance and/or is unfenced-. The roof is flat white and the property is fenced and there is no pool. Fruit trees, raised vegetable beds etc. Never a pool. The house two doors down had both, the very bad roof and a green/ black pool. I asked for a copy of this letter to be sent to me. It was not! I had to go to the local AAA office to get a copy. We had an extended call this morning and the agent refused to send us a copy of the pictures the drone ( or satellite) took saying that is proprietary information, and says that it was a mistake is list the pool as a reason for non renewal but will not entertain the possibility that tthey have pictures of the wrong house. And they are also saying that they wont renew because I didnt renew by 10 August So I have a rental with no insurance and one agent who told me it was going to be exceedingly difficult to get a policy. I am an old woman is that the real excuse?

  Business Response

  Date: 09/11/2023

  Dear BBB,

  Contact attempts to ************ have not been returned. After review our decision will stand. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations