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:06/29/2023

  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 am filing a complaint because I was injured and unable to access my car garage for 2 months. When I was able to access my garage, my car would not start. I called AAA because their web sites H36**303133**3735**H "AAA does not install a new battery unless your battery fails the test". When the mechanic arrived, he said that he would install a new battery for $265.69. I asked him wasn&#**;t he going to test my existing battery which was only 2 years old. He said "AAA doesn&#**;t test batteries because they don&#**;t make any money off of that". I felt helpless in that moment because after my injury, friends and neighbors were bringing me food and basic necessities and I wasn&#**;t sure if they would be able to continue this. So when the mechanic said "cash or credit card" I gave him my B of A **** card. I then contacted B of A and when I told them what happened, they said they would start an investigation, which is still going on, and told me to also file a complaint with H363137**3238313831H because this was "bad business practice". Since then, things have gotten worse because right after the AAA mechanic removed my battery, my car alarm began going off spontaneously. This had never happened before with my 2008 ***** and I was told by a mechanic that this could have been avoided if the AAA mechanic had used a Memory Saver. This was not used on my car. What I found out was that now I had to pay an additional $200 so that a scan could be conducted to identify and resolve the problem. So now I am being asked to pay a total minimum of $465.69. Because I was treated unfairly by AAA, I am looking forward to not having to pay these expenses. Yesterday I mailed you 2 of the letters in response to B of A&#**;s request for more information. Please refer to these letters. Thank you,********************* ************************************************************** ************

  Business Response

  Date: 07/06/2023

  We have made a business decision and are refunding her for the battery in the amount of $265.00.  She can keep the battery for free.

  She should expect the refund check within the next 10 to 15 business days,

   

  Sincerely,

  Lakshmi Pal

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

   

  Customer Answer

  Date: 07/06/2023

  Please see the attached

• Initial Complaint

  Date:06/27/2023

  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 ************ was filed for an accident with CSAA. Clear video evidence was provided, which I had to provide multiple times, each time the adjuster having some issue to review with no follow up to me there was an issue. After calling multiple times, the video finally was reviewed. After the Adjuster confirmed they were at fault, I received a quote from a body shop. I am still waiting for any sort of response with no clear time frame as to when I will be able to get my car repaired.Adjuster has given me the run around throughout the whole process, making a simple claim into a lengthy process. I have never received any responses when adjuster promised, always requiring me to follow up. After weeks of having an estimate sent to CSAA, I am still waiting for any sort of resolution.

  Business Response

  Date: 07/06/2023

  Dear **********

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

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:06/27/2023

  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 such great experiences with AAA over the past years, have always recommended them as theyve always taken care of me. After this though, no longer recommending them and will take my business elsewhere. I filed a claim on 6/11/23, spoke to ******** my adjuster, on 6/12/23 to take my car to the shop for an estimate. I was give a *** of a week to hear back from AAA. It is now 6/27/23 and havent heard from anyone. I went out of my way to call the claims number as I havent been able to speak to a person, let alone ******** or ******, even though I left emails and vm with them claiming they would reach back out within 24 hours (according to their vm). ******, from claims, was able to get me up to speed but said she couldnt access all information, said ******** would call me by end of day. Still no calls. I have no clue whats going on with my claim, with the estimate, if my car will get fixed or not. Im tired of leaving vm and emails to someone who clearly cant be bothered to return a response. *** asked in my emails and my vm to atleast reach out to me, EVEN if they dont have an update, just for me to atleast hear someones voice that they havent forgotten about me. Ive been very VERY patient, but i still have no car and the rental that AAA set me up with, I only have 30 days worth. After that its out of pocket. By the looks of it, its taking a long time, so Im glad I didnt set up my rental right away. Either way, I am now making payments for a car that I cant use and has been no progress on my claim. If there was progress and I had been hearing about it, I wouldnt have an issue with the wait time on getting it fixed. My problem is that no one has bothered to return a call or an email. I cant even request a different adjuster from ******** as she cant bother to pick up her phone or tule an email to me. This is very unprofessional from AAA and expected far more than allowing an unprofessional employee of theirs, to take care of its customers.

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:***********************************
              Claim Number: ************
              BBB File Number: 20242552
  
  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 June 27, 2023. I have provided the information you requested below. 

  The complainants vehicle has been inspected and deemed a total loss. We contacted ********************** on June 27, 2023 to review their total loss options. The complainant has agreed for CSAA to retain their vehicle and receive the settlement amount. A reimbursement payment for 18 days of rental was sent to the complainant on June 28, 2023 and she has no additional concerns.
  
  Sincerely,
  
  *******************************
  
  *******************************
  Auto Claims Supervisor
  ************
  

  
  

• Initial Complaint

  Date:06/27/2023

  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 #: ************ Hello ***** the at fault party been trying to get ahold of ********************* (segregation of claims department) for months to send back a signed offer letter so I can get back my out of pocket money. Ive been trying contact ********************* myself for over month now too. And it just ***** because Ive been a customer for *** for 5 years now. And this is just so unprofessional. Ive been calling the *** customer service line once a week now trying to get a hold of her. And I even left voice mails to her supervisors. And I still havent gotten a response. Geico and I are still trying to get a hold of ********************* moths later. This is getting very annoying. I just want to get my money i should have received many months ago if ***** could just do her job!! Can someone please help me out. And honestly after this experience I dont recommend anyone to work with ***.

  Business Response

  Date: 07/06/2023

  06/27/2023
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:*******************************
              Claim Number: ************
              BBB File Number: 20242039
  
  Dear Disputes Resolution Specialist:
  We are in receipt of your offices inquiry. We have reviewed ********************************* complaint to your department which was submitted on 06/27/2023. I have provided the information you requested below. 
  We have spoken to the adverse carrier and complainant on June 28, 2023. The adverse carrier has received all documentation from us, and the complainant and the adverse carrier is preparing to now move forward with disbursement of funds.
  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,
  
  
  *********************** Subrogation Supervisor
  ************

• Initial Complaint

  Date:06/26/2023

  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.

  On 06/25/2023 I requested AAA tow service to tow my vehicle from point A to B and also give the car a jump. Once the car was towed to destination, the truck driver lost my key. The tow truck driver dropped the car in a lot because it was only street parking and left the car there. The lot he parked the car in charged me $45 daily fee. I tried to get help from AAA customer service several times and no one could help me. I was totally inconvenienced and left in a parking lot without a key. They told me the only thing they could do is reimburse me for the key to be remade. I am a full time nursing student with no consistent income and I was lefty stranded because the tow driver lost the key and left.

  Business Response

  Date: 06/28/2023

  I have been informed by ******************************* that he contacted member today and will process a reimbursement as soon as she sends the paid receipt. I will also reimburse her for the parking fees as well.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  Date:06/23/2023

  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 children and I visited a local restaurant and upon leaving we found out we had a flat tire.It is now 12:11 AM * our initial call was made at 8:38PM. Del taco locked its doors at around 8:45PM. We have been here for 4 hours with no water, no restroom and no resources.Your employees with a stone face the truck is in route for three hours when I know first hand that is untrue because my application would tell me if the company is route. And the even go as far as saying oh well there must be something wrong with your app like Im some sort of idiot.At 11:30PM I received a call from the towing company saying hey Im sorry I literally just got your call Ill be there shortly why would he say such a thing? At 11:58 when the tow truck arrived he didnt have a jack * had to leave once again to get one. What a wild situation. At this point Im literally crying. Ive been a proud member of AAA for 7 years only to get treated like TRASH!!!! Me and my children. This is an unfortunate situation.The supervisor wouldnt even tell me her name. She said I already when the call first started so if you didnt get it thats too bad. (We were on the phone for at the bare minimum 15-20min. Probably more) She even hung up on me. Please review all of phone calls I have made with all associates on this night.It is beyond unfortunate to pay for a service and many times not use it only to be treated like this when I do.I will be sure to let everyone know of my experience and I hope others do not have to go through anything like this. Now that the truck is ACTUALLY in route I do see the truck is 10 minutes away however it has been saying the truck is 10 minutes away for 30 minutes.I am mortified by this situation. My children have school tomorrow but instead of being able to sleep in their bed they are sleeping in the car.Past midnight.I hope that action is taken to rectify the situation and AAA understands the severity of this situation.

  Business Response

  Date: 06/23/2023

  Spoke with member and offered our sincere apology for the delay, We offered to pay her membership dues upon renewal and she accepted.

   

  Sincerely,

   

  ***********

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

• Initial Complaint

  Date:06/19/2023

  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 accident occurred on February 23, 2023. It was unfortunately my fault, which I am fully aware of the results. Although, I assumed that having insurance this would have taken care with no issue but it has only caused more problems. Once I got in contact with my adjuster from the start he was not very friendly and did not make me feel like a valued customer. I cant even describe how disappointed I was from the treatment my mom and brother received while speaking to the adjuster as well. I have always been a loyal customer for about 8 years, never once have I had an issue with AAA. I was always taken cared of and never had such an awful experience. I would like to add I do not appreciate the way this claim has been handled over the last 5 months. It is ridiculous to have this going on for so long and to not have a settlement. My main issue here has to do with my adjuster disagreeing with my preferred shop. Today I am still roughly $3,900 short to repair my vehicle. I have dealt with so much!!!! I tried getting in contact with the supervisor had no luck. I was literally ghosted by my adjuster and claims to be working on altering labor rates to help accommodate me but has made it clear it is not guaranteed. Yet, has accommodated rates in the past for my specific shop of choice but in my situation he cant.

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:***************************
              Claim Number: ************
              BBB File Number: 20204012
  
  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 June 19, 2023. I have provided the information you requested below.
  

  As noted, this loss occurred on February 23, 2023. Based on photographs supplied to us by the complainant, our physical damage staff completed the initial estimate on February 27, 2023. On March 9, 2023, the complainant advised us that the vehicle was moved to their chosen repair facility located in ******, **. That same day, via both phone and e-mail, we advised the complainant of the possibility that they may encounter out-of-pocket expenses with their chosen facility, which would not be covered in the settlement of their vehicle property damage claim.

  Over the next few weeks, we actively negotiated with their chosen repair facility in an attempt to reach an agreed price for repairs that were reasonable and customary for the area market. We took part in multiple telephone conversations and email communications with the complainant and various representatives at the chosen repair facility. After making numerous concessions and additions to our estimate to reach an agreed-upon price for repairs, on April 21, 2023, we finalized our repair estimate in the amount of $11,474.67. Despite our attempts, the complainants chosen repair shop was not willing to negotiate any further with us and we were unable to reach an agreed cost of repairs.

  We empathize with the complainants concern about being billed by their chosen repair facility. However, these charges are for items we identified as being outside the scope of reasonable and customary for the area market. As such, we are unable to consider any remaining repair facility demands or requests associated with the repair of your vehicle.

  Should the repair facility locate any additional hidden damage that was not previously addressed and is determined as related to the loss of February 23, 2023, please contact us and we will handle it accordingly.
  If you have any questions or require additional information, please contact me at the number below.
  
  Sincerely,
  
  *************************
  Sr. Physical Damage Supervisor
  ************

  
  

• Initial Complaint

  Date:06/16/2023

  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 had car insurance with AAA that was a little over $300/mo.Then they without notice, without authorization added a new driver and jacked up my rate well over $1,400/mo.The driver aka my son lives with his mother, does not drive any of my cars. So if anything should have been added to her policy not mine.I am due now several thousand dollars in refunds from AAA. Otherwise will be forced to call bank issue a chargeback, contact news agencies and take other legal action.

  Business Response

  Date: 06/20/2023

  Dear **********
  

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

  Sincerely, 
  

  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20196133
  
  I am rejecting this response because:

   

  Not VALID.  I did not authorize change authorizing add a driver that does not drive my car, doesn't live in my household.

   

  I cannot provide proof of other coverage as he lives with his mom and we do not talk and so she isn't going to freely give me her insurance information.

   

  Well I have already issued chargebacks with my bank for these unauthorized transactions. And the so called past due balance will not be getting a ***** from me.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/14/2023

  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.

  Company rescinded my policy stating NSF even thought I provided proof funds where available. There was a claim and my car repairs already begun before. They had proof the funds were available and still refused to pay for damages. I want AAA to pay for the repairs to my car since there was some type of error on their behalf.

  Business Response

  Date: 06/21/2023

  **** 21, 2023
  
  
  Better Business Bureau, ****
  ******************************************************************
  
  Attn: **********
  
  Re:       Complainant:*****************************
              BBB File Number: 20187124
  
  Dear Disputes Resolution Specialist:

  
  We are in receipt of your offices inquiry. We have reviewed ***************************** complaint to your department which was submitted on **** 14, 2023. I have provided the information you requested below. 
  

  Our agreement to provide insurance was conditioned upon ************* payment of the agreed premium.
  

  The deposit payment to purchase this auto policy was declined by the bank.

  
  A letter was sent to ************** dated **** 13, 2023, stating the policy has been voided as of 12:01 AM on **** 8, 2023.
  

  Based on the information available to us, and after carefully investigating the facts and circumstances of ************** claim, we regret that we are unable to extend coverage for the loss reported on **** 9,2023.
  

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

• Initial Complaint

  Date:06/13/2023

  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.

  6/13/2023. I called AAA at 1:58pm to schedule a tow from *************** to my home in ********************. I was told I might have to wait for 2 hours and thought this was a long wait. 2 hours later I was told that original request could not be met because the towing service was "backed up". They supposedly resubmitted my request but 2 hours after that told me they couldn't provide me with a tow. I was forced to pay for ********************** to give me a tow and was told I would be reimbursed for that. The other towing company took only an hour to arrive. I'm not holding my breath for a refund!

  Business Response

  Date: 06/26/2023

  Please accept our sincere apology for the delay she encountered.  She applied for reimbursement for her out of pocket and it has been approved for $275.20. She should expect the refund within the next ***** business days.

   

  Sincerely,

   

  Lakshmi Pal

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