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:09/30/2022

  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.

  AAA House Manager came to my home to repair a non functioning refrigerator ice maker. The service tech came to my home 2x and used the equivalent of a hair dryer to unthaw an inside tube. Each time he visited, I the ice maker did not work. I called and explained problem not fixed and I Dispute the charge. The company explained the service tech it was working; the second visit was a courtesy! I was charged service fee even though I disputed and still no ice. This company advertises that this service is to ease the mind of seniors, single people etc., so they wont get ripped off on bad service or high prices. I called the manager 2X and she wont call back. This company has failed. I am getting ripped off. They will charge another new fee to have another service tech return to look at problem they NEVER fixed from the start. I want my ice maker fixed, refund my money and cancel my contract. In the future I will take my chances with independent contractors.

  Business Response

  Date: 10/14/2022

  I have been informed by the House Manager

  We called the Member and explained that we cannot refund her since she submitted a chargeback with her credit card. The funds have already been returned to her through that company.
  
  
  We are scheduled at no charge to return on Tuesday October 11,2022 to further assist in fixing this issue
  
  
  We offered to cancel the Membership immediately while still servicing this item but she declined and stated she want to keep the Membership

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18150142
  
  I am rejecting this response because: I advised House Manager when kiri called me that I wanted the charge reversed since the problem was not solved, that I wanted a diagnosis before I decided to cancel my contract or proceed with fixing the problem. When the technician came to my home, he indicated the 2parts would be approx $250, per ******* and 1 hr est for labor. I agreed to proceed. He said I would receive an email stating the exact price from his manager, who was aware of this case history. While waiting for the estimate, I then received an email, with no explanation, advising my issue was closed. I paid over $600 to be a member of House Manager - which is supposed to provide a service at a fair price. It is wrong on every level how this issue is being handled. This is the third visit and the first time there is a diagnosis. If House Manager can abide by their advertised principles, and the estimate is consistent with what the technician indicated, then I want to proceed with fixing the problem. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  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 had a roof leak on December 23, 2021. I called my AAA insurance then my ceiling caved in and *** sent Service Master out. The leak was determined to be from the solar install. The solar company advised me I needed a new roof. Issues with the ************** for an unpermitted patio cover that was not disclosed to me when I purchased the house has cause a hang ** in the whole deal. I reached out to the *** Adjuster ************************* several times by phone and also e-mail. No response for weeks, then my daughter in law reaches out to her by phone and e-mail and no response for weeks, ***** at the ********* reaches out to ****** for weeks with no response. ***** later ****** responds that she sent the requested info. to ***** at the ********* I get a loan and have a new roof put on my home. I contact the ********* Freedom Forever Solar in ******, **. they get the solar installed on my new roof. The ************* is responsible for the damages and the repairs to the interior of my home, however they have been unsuccessful at getting ahold of the *** Adjuster ************************* to confirm the work previously completed by Service Master that *** billed the ********* for. The INTERIOR REPAIRS are being held up solely because ************************* continues to not respond to ***** at the ********* I'm am dissatisfied with ************************* the *** Adjuster for her failure to communicate with ***** at the ********* regarding my claim with her Insurance Company. This is going on eight months and the stress of this is outrageous. I need BBB to help me get this whole mess resolved. If ************************* will respond in a timely manner this can be completed. **************************************** Phone Contact **************, *** Agent *********************** ************** who tells me there is nothing he can do. My Claim # is ************. Thank you, *********************

  Business Response

  Date: 10/06/2022

  Dear **********

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

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department

• Initial Complaint

  Date:09/28/2022

  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 AAA roadside premier 5+ years I'd # ******************. I had a second person on account that I removed in August 2021 from the account. That person then fraudulently used my account in November 2021 for a tow of a ********** Passat. I own two **** f250 and f350 trucks. I went to use my last service June 2022 and was told I was all out of services. As we investigated it future we found that it was used by another person. They then made a case for it Case ***** and case worker ************************* Member Experience Specialist AAA Northern California, Nevada, ****, *******, *******, ****************** She responded that she wasn't going to add my one service back to my account. When I disputed the issue she said for me to file a police report and she would then resolve the issue. I got a police report case filled and a FTC report on the same person. Attached below. ***** has not resolved or responded to any of my emails.

  Business Response

  Date: 09/23/2022

  This does not appear to be a matter for teh Automobile **** of ******** California (ACSC) to address. This is not an ACSC member. Please direct to the correct AAA club for review and response.

  Business Response

  Date: 09/28/2022

  Thank you for your comments. I have ensured that this call is removed from the *** account in question. Please accept my sincerest apologies for this mishandling of your request and unresponsiveness from member experience agent *************************. I have provided feedback to *****'s manager about the mishandling as well as informing her manager of *****'s unresponsiveness to your emails. 

• Initial Complaint

  Date:09/28/2022

  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.

  On 10/18 I cancelled my old AAA auto and renters insurance policy and started new policies. Was told that I did not owe anything and would possibly getting a refund. - I was charged $85 for the new auto and $10 for the new renters (roughly) when I signed up for the new policies. -On 10/23 I received a refund for $109 - On 11/3/2021 I was suddenly charged $332.44 for my OLD / Cancelled policy When I contacted AAA they initially couldn't find why. Then they told me it was for a policy I cancelled in Oct even though I was told I owed NOTHING. After 45min I was told it was for my old policy because I still owed for the term, even though I was month to month. Turns out that AAA (not I) screwed up and when I removed my other vehicles over credited my OLD policy, according to the reps on the phone. I was told I owed -nothing-. And they could not explain to me how or why -THEY- ( AAA ) had over credited me and had not disclosed anything to me. I believe I owe nothing. I want a refund of this amount that they have now threatened to send to a creditor over when this is THEIR mistake. I should not have to pay for or be threatened over AAA's mistake. I would expect a refund of $332.44 as this is their mistake. When a business makes a mistake, that business eats the cost.

  Business Response

  Date: 09/23/2022

  This does not appear to be a matter for the Automobile **** of ******** California (ACSC) address. We do  not find a membership or policy for this person. Please re-direct to the correct AAA club for review and response.

  Business Response

  Date: 10/07/2022

  October 7, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******, ** 94607
  
  Attn: **********
  Dispute Resolution Specialist
  
  Re:         Complainant:                               ***********************
                  BBB File Number:                      18060577
  
  Dear ********:

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

  We believe the complainant presented this similar concern to the Department of Insurance in November 2021. On November 23, 2021, our Market Regulation Team provided the complainant with a detailed response which included an itemization of his policy transactions, payments, and charges. If the complainant did not receive the response or needs another copy for review, please let me know.

  Also, in the complainants statement to your company, the complainant noted receiving a refund. We show the $109 refund was for closing the renters policy, a prorated refund due to the cancellation. This refund was not from the auto policy.

  We cannot honor the complainants request for a $332.44 refund. The $332.44 payment, the complainant made to our company on 11/03/2021, was for the prorated earned premium (balance) for auto insurance protection we provided, up to the day the complainant cancelled the policy (10/19/2021).

  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:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, Sept 27 I reached out to AAA in regards to a question about my policy. I am a DoorDasher. I was never told that I was not allowed to DoorDash while being covered on their policy. I spoke to a ************ believe in the billing ***** He told me in the beginning that he was reaching out to other associates to find out more about the policy. I was then told that using my personal car for ******** was an unacceptable use of a car. DoorDash is how I provide for my family. I don't understand how it's ok how an insurance is allowed to dictate what and what your not allowed to do with a car you pay for, that you put gas in to and a car you pay insurance for. Now because they don't want to cover me I have to find a new insurance provider. I am a low income household and the quotes that I got today are double if not triple the price of AAA. I CAN'T AFFORD IT. The "*****" called again tonight (same day) and told me that because I am an existing customer that I CAN continue to DoorDash and the only people who would not be able to would be NEW clients. we hung up. not even 30 seconds later he called back and said that he was wrong and it is still considered an unacceptable use of a car and they can't help me so I should look for a new insurance carrier that would allow me to DoorDash. AGAIN THIS IS HOW I CAN PROVIDE FOR MY FAMILY. Now I have to decide whether I want to continue DoorDash and not be able to afford a new insurance company or stop DoorDash and face eviction, no food, and no money to pay my other bills.

  Business Response

  Date: 10/04/2022

  October 4, 2022
  
  Better Business Bureau, ****
  1000 ********, Suite 625
  *******, ** 94607
  
  Attn: **********
  Dispute Resolution Specialist
  
  Re:                  Complainant:                      *******************************
                  BBB File Number:                      18138699
  
  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 do provide coverage for the personal use of complainants vehicle. We also provide coverage for acceptable business uses. We allow to cover personal vehicles used by sales, service, or consumer oriented direct home sales such as Amway,Avon, **** *** and Tupperware, personal vehicles used by professional visiting multiple locations such as Real Estate, Insurance Agents, Lawyers, Doctors, or Accountants, personal vehicles owned by the policyholder and are used by domestic employees, and personal vehicles used in a business on occasional events such as errands or occasional off-site appointments.

  Unfortunately,we consider retail food or beverage delivery an unacceptable business use for us. If the complainant was involved in an accident while in the course of delivery, there are grounds for a full denial of coverage when the personal is used in the course of retail food or beverage delivery for compensation. We urge the complainant to reach out to her employer, ********, to discuss what their policy will cover and determine if the complainant should purchase a separate policy specifically for her DoorDash work, independent of her personal auto insurance policy with us. If a loss should occur, we ask that the complainant contact our ***************** to open a claim for investigation of coverage. Each claim reported to our company is investigated and evaluated based on its own merits.

  Please send our sincere apologies to the complainant for any confusion or frustration the complainant may have experienced when researching this matter with us and the resulting unfavorable impression the complainant may have of us as that was not our intention.

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

  
  *****************************
  Policyholder Relations
  Corporate Headquarters  
  Phone: **************