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:08/04/2023

  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 requested an insurance quote from several companies while looking at my home insurance options during the month of June 2023. CSAA/AAA was one of those companies I requested a quote through. On 8/3/23 I received notification from my mortgage company that a payment was submitted to CSAA/AAA. I never signed any paperwork to create a policy and now my Escrow balance is in the negative and CSAA/AAA is stating they can only send a check to me in the mail and then I will have to deposit it back into my Escrow. As CSAA/AAA illegally created this policy in my name and requested payment, they should be able to submit the return directly to my Escrow.

  Business Response

  Date: 08/14/2023

  August 14, 2023
  
  Better Business Bureau, ****
  *******************************************************************
  
  Attn: **********
  Disputes Resolution Specialist
  
  Re:         Complainant:                               *********************
                  BBB File Number:                      20423423
  
  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.

  Our records show a quote and policy was bound for complainant on June 20, 2023, effective July 30, 2023. The quote was performed through Gabi Insurance Agency DBA Gabi Personal Insurance Agency **** and submitted to us as a bound policy. It was not until the complainant contacted our ****************** on August 4, 2023, that we cancelled the policy, a flat cancel was performed. A flat cancellation is removing the policy as no coverage was provided on the effective date. The policyholder did not pay any premiums to us, therefore, no refund warranted.

  We apologize for any frustration or confusion the complainant may have experienced in receiving our documentation to support insurance coverage, 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: ************

• Initial Complaint

  Date:08/01/2023

  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.

  My car wouldnt start in a public parking lot so I put in a call for roadside assistance. The estimated wait time was 1hr and 30min. They ended up sending a tow over 4 hours later, which doesnt update in the app at all. I was unable to be present because I had to work and they were hours later than estimated. I asked if my husband could be ************ off as a photo id is required and they were past the estimated time excessively. Customer service rep said it wasnt their policy transferred me to manager ***** who told me his employee id number is ******. ***** was rude and condescending and did absolutely nothing to help. I asked to be transferred to someone who could. He said anyone above him doesnt take phone calls but I could speak with someone else. He left me on hold for a long time clearly on purpose. I mentioned to the new manager ***** was rude and he laughed at me. I told him I would cancel the call for a tow and I didnt need anymore assistance from him but he continued to try to argue with me. I asked for solutions that would go along with policy and they couldnt offer any. I asked to reschedule the call and he said he could not. I pay for AAA to cover me in situations like this and not only did not come through, but their employees mocked me and kept arguing even when I said I was done needing assistance. I had to say for the third time I no longer need assistance and hang up because he was still arguing. I hope these calls are recorded and aaa can see the way I was treated. A company thats supposed to help in times when youre stuck kicked me(a paying member for 3 years) when I was down. I would like at the very least a written apology from these employees for the way they spoke to me and also feel I deserve something off my membership price or some type of discount for this terrible experience with the company.

  Business Response

  Date: 08/04/2023

  We have talked with this member and offered our sincere apology.  We have requested that she send us the receipt for her out of pocket for the tow and we will reimburse her,  She agreed.

   

  Sincerely,

  ***********

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

• Initial Complaint

  Date:07/31/2023

  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.

  As a 25 year member of AAA, they have refuse to ensure my 2015 ******** **** AMG S63 was properly repaired. I have requested several times to have the car taken to another ******** **** showroom for repair which has been denied.

  Business Response

  Date: 08/01/2023

  This complaint should go to AAA of Southern California.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  Date:07/31/2023

  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.

  Company did not fulfill one of it's most quintessential business agreements of providing tow. Company does not provide adequate and realistic information regarding service availability in it's company service description.

  Business Response

  Date: 08/04/2023

  We have contacted ************** and offered apology for the delay and as a goodwill gesture removed 2 service calls from his entitlement and also will pay his membership at renewal.

  Per our website regarding delays: 

  While AAA and the ***s strive to provide prompt and efficient service at all times, note that:
  Delays are sometimes unavoidable due to weather, traffic or road conditions, availability, or unusual service demands. Additionally, longer-distance tows, after hours service requests, and service requests in certain areas *** be subject to longer delays.
  AAA cannot and does not guarantee any response times, and will not be liable for any occurrence that arises during any such delay.
  Although AAA holds its ***s to high standards of service, AAA cannot control the availability of the *** and/or the manner in which independent ***s render services. AAA will not be liable for their misconduct, negligence or other acts or omissions. AAA will attempt to resolve any Members' vehicle repair and damage complaints resulting from ********************** provided by our ***s. Member complaints should be reported as soon as possible and before additional repairs are made. Failure to do so *** impair or otherwise limit our ability to assist.
  It is up to the Member to assure that they remain in a safe location while waiting for a service vehicle. AAA cannot and does not monitor road, traffic or other conditions that *** impact your safety, and which *** vary and change. If you advise us of any safety concerns at the time of your call for service, we will offer you the option of having the California Highway Patrol or other appropriate law enforcement entity be dispatched to your location. AAA will not be liable for any occurrence as a result of any road, traffic or other conditions that contribute to or otherwise impact service times, or any occurrence resulting from the negligence of any third parties. If at any time you feel that conditions are such that you feel your safety is impaired while waiting for service, please immediately call 911.

   

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:07/30/2023

  Type:Product 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.

  On July 29, 2023 I received an undated letter from AAA and a new "Premier" AAA membership card valid through 9-2-24. A copy of both are attached. The letter said I could sign up for automatic renewal and save $10 on the $99.99 renewal fee. When I tried to sign up for auto renewal online, I repeatedly got a message saying there was a problem and that I should call ************. I called that number at 11:00 am PST time on 7-29-23. The male rep told me I had a Plus membership, not a Premier membership. I asked why both the letter and **** said Premier and he said he did not know. He also told me the auto renewal must be done 45 days prior to the membership expiration date, which was 9-2-23. I asked why AAA had not sent me the letter more than 45 days prior to 9-2-23 and he said he did not know. He said I had downgraded from a Premier to a Plus membership a year ago and maybe that was why. I asked to speak to a supervisor. The rep refused to put me through to a supervisor. After several minutes on hold the same rep came back on the line and told me I could sign up for automatic renewal. I told him I was not renewing my membership until I received a letter with the correct membership plan, and a card with the correct membership - Plus, not Premier. I told the rep this was such a mess and AAA could not get it right that I was inclined to just let my account expire and then start all over. The rep told me I would have to keep the same account if I did that! AAA WAS **NEGLIGENT** WHEN IT FAILED TO SEND ME A LETTER MORE THAN 45 DAYS BEFORE MY MEMBERSHIP RENEWED AND AAA WAS **MISLEADING** WHEN ITS LETTER ENCOURAGED ME TO ENROLL IN AUTOMATIC RENEWAL BUT THE DEADLINE HAD PASSED DUE TO THEIR NEGLIGENCE. I WANT SOMEONE FROM AAA TO CONTACT ME AND ENROLL ME IN AUTOMATIC RENEWAL. I ALSO WANT A LETTER FROM AAA STATING I AM A PLUS - NOT PREMIER - MEMBER, AND A NEW AAA MEMBERSHIP CARD SAYING I AM A PLUS - NOT PREMIER - MEMBER.

• Initial Complaint

  Date:07/26/2023

  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.

  Claim number ************ I was involved in a car accident on Jan. 31, 2023. The other party immediately took full responsibility and we exchanged insurance and license information. We BOTH had **********************. I went home called AAA and made a claim. I gave them all the information for the other party. A claim was opened and I was told I needed to take the car to get an estimate and so I did. I was told I would be called for the next step. Weeks went by and I hadnt heard anything. I called back and was told to bring the car in for repair. That was March 21st. I was told that my car would not be ready until May. All while this was going on I was calling our claim adjuster ****** on the status of the other party being responsible for the deductible. I was hardly ever able to get her on the line. My calls were never returned. Even after attempting to call her supervisor to get help. The few times I did get her on the phone she told us that they could not get a hold of the other party to verify anything. The other party also had AAA and they should have been able to contact him. In fact I was able to get a hold of him multiple times and he said he had also called AAA and not heard back. Finally on April 28th the body shop said my car was ready. When I got there I was charged the $500 deductible. I tried calling ****** again to get an update on what was happening. Three months later and she still had not verified or spoke to the other party. Fast forward to today July 26,2023. I never heard from ****** or AAA again. We have 4 cars covered through AAA. The customer service and attention to our claim has been horrible. The other party took full responsibility for hitting our car and this claim should have been cut and dry. Terrible customer service since day one. We pay a lot of money every month thinking we have great insurance looking out and protecting us. Big mistake. Time for a change. Its been 7 months, and I am still waiting for my $500 deductible to be refunded.

  Business Response

  Date: 08/01/2023

  Dear **********

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

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:07/25/2023

  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.

  I subcribed to AAA member services back in May 2023 and paid for a one year of member services. which is supposed to exprie July ****. I changed my car insurance provider and later found out that the same services that tirple AAA is offering is already covered in my insurance. I called AAA to cancel the services I purchased for 1 year but they refused to provide any refund for the fraction of months that I did not use the services.

  Business Response

  Date: 07/26/2023

  Not a member of the Mountain West Group.  He needs to file with BBB in his state.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  Date:07/18/2023

  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.

  In regards to Friday, May 26th 2023 Accident on the corner of *****************, ********* California was called in a little after 6pm. Told dispatch that we are on the side of the road near an exit and the truck needs to be towed. The front right bumper is wedged against the wheel.Dispatch said they are sending someone out as a rush and be there in 40 minutes. After an hour and half, we called Triple A back and gave us a tracking app that we could check. They also updated us with texts where and when they will be there.2 hours later, it's dark and my wife is now getting scared and feels vulnerable and unsafe standing on the corner waiting for a tow truck. She went to her parents which was less than a mile away and under two minutes and watched their tracking app that kept us informed on when to be there.5 hours later, now 7 hours after we were told that they would put a rush on it, we finally got a text from a driver that he was near and we would meet him there.Problem is that when we got there, our truck was towed within the hour, before AAA truck got there and impounded for parking on the side of the street near an exit lane. The reason we told Triple A we needed a rush on this tow.The truck was towed and impounded by *********************** *************** 3 hours afterwards, costing $594.82. AAA is refusing to pay because we were suppose to stay with the car. In an unsafe situation, dark and on the corner of a major intersection, while we were getting updated text from AAA saying that they are still on their way.We have been a premier member for years because we thought that they were a righteous company there to assist in situations like this. Not to show for over 7 hours later, 1 hour after our car got towed and impounded.

  Business Response

  Date: 07/20/2023

  We have made a business decision and are refunding her $594.82.

  She should expect the check within the next 15 business days.

   

  Sincerely,

   

  ******* ***
  
  

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

  Customer Answer

  Date: 08/04/2023

  Thank you for settling this dispute.  We are pleased with the outcome.

• Initial Complaint

  Date:07/06/2023

  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.

  On 6/13/2023 I took my car in for just an oil change. The clerk, ***************, said it was advisable for me to purchase a "bundle" of also getting my tires rotated, which was an additional amount. I was charged $72.69 for this special bundle. After my car was finished, he gave me a print-out of work that he suggested I get done. He emphasized that the first priority was to purchase new tires as soon as I could. I am a 66-year-old single female and do not know anything about car maintenance and I trusted him. After looking over the print-out (attached) I feel I was ripped off by him telling me my tires needed to be rotated, then seeing it was a major item that all 4 tires needed replacing as soon as possible. Also, after I was finished and back in my vehicle he came out and handed me a coupon booklet that included $10 off an oil change that expires 6/30/2023. He never mentioned it when I came in for my appointment and I have no reason to get another oil change in the next 2 weeks. I feel I was taken advantage of and lied to because I explained to him I was not knowledgeable about car maintenance.

  Business Response

  Date: 07/14/2023

  I have been informed by Mr. *********************;Manager, Car Repair that he left member a few messages with a return call.

  We are closing this file pending member contact.

   

  Sincerely,

  ***********

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

   

   

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service 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.

  *** didn't transfer service from ************************************************ to ******************************************************; 12/2/22 to 7/23. ****************** 4.3 (453)Insurance agency in *******, California ? Closed Thumbnail Image 32+OverviewReviewsBy ownerPhotosAbout CALL DIRECTIONS SHARE WEBSITE SAVE ********************************************************* Map of *********** Located in: ************************************ Closed Opens 9?AM Sat ************** *** Agent ************************* **********

  Business Response

  Date: 07/07/2023

  Dear **********

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

  Sincerely,

  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20262506
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  7/7/23 ****. Aaa receptionist. ***********. per Non refund of missent monies to ********************************
  No correspondence via email, mail or phone. 

  Business Response

  Date: 07/21/2023

  Dear **********

  As no new actionable information was provided in ********************** rebuttal, please reference our initial detailed response. We now consider the matter closed. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Customer Answer

  Date: 07/21/2023

  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.
  
  Sincerely,
  
  *****************************