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

  1081 Market Pl San Ramon, CA 94583-4773

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  CSAA

  380 W Macarthur Blvd Oakland, CA 94609-2819

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  CSAA

  1580 Chabot Ct Hayward, CA 94545-2423

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  CSAA

  1700 Somersville Rd Antioch, CA 94509-1395

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:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a premier member of ********************. On November 21, 2024 at approximately 8am I ran out of gas and contacted AAA for roadside assistance. A driver arrived about 20 minutes later and put 2 1/2 gallons of gas into my tank. I drove about 2 blocks and my car completely shut off. I was unable to start my car and had to push it into the ******* parking lot and call AAA for a tow. *** showed up and towed my vehicle to the closest service provider which was in *********, **. The next morning I received a call that my gas tank was filled with 90% water and 10% gas. The mechanic advised me that there was damage done to the tank and fuel pumps and my entire fueling system may have been damaged. It has now been 16 days and I received a call that my fuel injectors may have been damaged as well. I have called and asked for a rental or a loaner vehicle and I have only received the run around.

  Business Response

  Date: 12/11/2024

  We have given her case to our insurance company;

  Here is the information and an adjuster will review and address

  The ESIS report number is 1E01E017227517
  Agent's name: **** ******, phone #************
  Email address: **************************************

  Sincerely,

  Lakshmi Pal

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

   

   

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22646210
  
  I am rejecting this response because:

  AAA did nothing about this issue until it was sent to the insurance adjuster. ESIS and **** ****** were on top of it immediately. My issue was finally addressed after ************************************************* *********. I didnt have the money at the time. I live paycheck to paycheck as most of us do and without a vehicle I dont have a paycheck therefore I incurred loss of wages as well as being outside in the rain. I had to walk in a suit and dress shoes in the rain to try and find shelter after AAA dropped us off at a hertz location that didnt have anymore vehicles for the day. It was after 4pm so I wasnt able to get a hold of anyone that could help us. I had to take **** all the way to the ****************** only to find out they didnt have any cars left for rental either and it was the weekend. It has been an absolute nightmare and I was not compensated or even remotely taken care of due to the actions of ***. The only good thing about all this is the Insurance adjuster took care of me immediately. Thank God for him and his colleagues. I incurred so much loss and so much suffering due to the lack of care of ***. It saddens me that people are not concerned about others and their well-being even if its their job. Where is the humanity? Where is the care for another human being? What has happened to customer service. AAA  is paying for my car to be fixed but because it has damaged the engine will it really be fixed and will it run the same as before water was put in my gas tank? It has been 23 days and my car has finally been repaired by a *** service provider. My fear is that this is not over.  
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was fed misinformation from a member of the *** team. I called and inquired about adding a new car before my monthly payment renewed. I was told there would be no change that month but the next month it would jump up to almost 400. When I mentioned that was a lot and I would need to cancel the guy assured me to wait until next billing period. I asked if I canceled if there would be any overage fee or cancelation fee. Where I was told no. It would but a clean cut with no charges or surprise fees. I agreed and left the conversation at that. Jump to a month later I called to cancel my policy as the guy I talked to told me to do. Surprise $150 fee to be paid or else it go to claims per the lady I talked to today. Tried to talk to a supervisor but no one could seem to find one or I would get hung up on while trying to find one. After 12 years, this is the treatment they give their customers. Surprise fees, threats, and hanging up on them. Glad Im leaving. *** make it right with your surprise fee

  Business Response

  Date: 12/17/2024

  December 16, 2024
  
  Better Business Bureau, ****
  
  Re:         BBB File Number: 22641892
  
  Dear Better Business Bureau, ****:

  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 that the complainant cancelled her auto policy with us on December 4, 2024. Prior to the cancellation, the complainant added a car effective November 1, 2024.

  The policy is showing a balance of $147.50. The complainant is correct, we do not charge any cancellation fees, the $147.50 is strictly additional premium for providing protection & coverage for the new car prior to cancellation.

  We are also aware that the complainant called in on December 4 and asked to speak to a supervisor about this matter. The agent attempted to transfer the complainant, but the policyholder was no longer on the line. The next day, one of our senior supervisors in Service called and left a voicemail message for the complainant with his contact information.

  We also show record that the complainant had an online-chat conversation with our Service Team on December 4 and the explanation for the additional charge was provided.

  We do apologize for any confusion. Unfortunately, the request to adjust the bill is denied as this is a valid premium charge.

  Should you have any questions or require any additional information, please let us know.
  
  Sincerely,
  
  
  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22641892
  
  I am rejecting this response because:

  The number I was given for the superior was not valid to call back. Had I known this premium increase ahead of time I would not have added the car  again misinformation to get me to do something then charging me for it later. Nowhere was this information stated when I added the car. IWhich is again misinformation and is illegal to tell someone one thing, then switch it. Especially when they decide to leave the company. A bit like retaliation to  me. 

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

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  Better Business Bureau, ****
  
  Re:         BBB File Number: 22641892

  
  Dear Better Business Bureau, ****:

  
  We are in receipt of the complainants additional comments and concerns submitted December 17.

  Below you will find our response concerning the additional comments and concerns.

  The complainant commented that had they know of the additional charge, they would not have added the car to their policy.  

  The vehicle was added using our online portal, once the transaction is completed, we informed the customer of the additional charge of $1,033, we also provide an Amended Declaration and CA Evidence of Liability Insurance card.  We do this on every transaction completed whether in person, online, or over the phone.

  Regarding not being able to follow up with the Service Supervisor because an invalid phone number was provided.

  The complainant could have contacted our ******************* the agent would have been able to transfer the complainant to the supervisor involved (as the policy is noted with the supervisors name). We do apologize for any confusion concerning this matter.

  In closing, as noted in our prior response, the charge was found to be valid.  Payment can be made to us by visiting a local ****************** calling us at ************ or mailing a check to CSAA Insurance,***********************************-0277, please list the policy number.

  Sincerely,
  
  
  CSAA Insurance Group Policyholder Relations 

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22641892
  
  I am rejecting this response because:
  
  I once again deny this response. As I stated in my original request via phone with *** I was advised to add the car for a month since they claim they could not adjust it before the auto pay was due (even though Ive had family who have had to pay to add a car later that same month?) until I could find other coverage because almost 400/month is insane. I did indeed add it through online since I did not want to be driving a brand new car home without insurance. When I called the agent and asked about the difference is when I decided I was going to cancel and go somewhere cheaper. I asked the original agent if I added the car if I would need to pay more since the premium would go up the following month. To which I was told no. I asked if I cancelled if I could need to pay the overage. Again to which I was told no. This is creating the false pretense. So I added the car for the month until I found other coverage for the car as the agent advised me. When I brought this up to the lady who cancelled my policy I was met with the threat of being taken to claims if I did not pay. Which is rude and adds unnecessary emotion stress. I called and asked if a supervisor to which I was transferred to someone else who was not a super. I explained my point and asked for the adjustment due to being misinformed and she told me she was not a supervisor and would need to transfer me to one. To which I waited many many minutes for the phone just to be disconnected. I tried to call back and no one had any idea who I was talking to. I was frustrated and gave up for the day. A man called me the next day while I was at work and unable to answer. He left a number to which I tried to call back and am unable to get ahold of anyone. I tried calling just the basic AAA number again and again no one was able to help me with what I needed. So again I gave up very frustrated still. So I brought my issue here to try to receive help. *** is very unwilling to work with me for a problem one of their agents created. I left for a cheaper insurance company simply because I cannot pay the extra $150 a month. Im a single parent with one income and no help. I cannot pay this and will not pay this because of the misinformation AAA provided. Again HAD I known if I canceled after adding the car I would still need to pay the overage for that month. I wouldnt not have added it. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/24/2024

  December 24, 2024
  
  Better Business Bureau, ****
  
  Re:         BBB File Number: 22641892

  Dear Better Business Bureau, ****:

  We are in receipt of the complainants (2nd) additional comments and concerns submitted December 23 to your agency.

  We understand the complainant does not feel this is a warranted charge and continues to claim a representative informed her that there would be no charge.

  Our online portal is designed for convenience in allowing our customers to do simple transactions such as adding a new vehicle to the policy. Our portal will clearly note the additional premium charge when making a change. Also, in the complainants comments, the complainant admits knowing of the increase in premium and opted to add the vehicle to not drive a brand new car without insurance.

  As noted in our original response dated December 16, the charge was found to be valid.
  
  Sincerely,
  
  
  CSAA Insurance Group Policyholder Relations 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 weeks ago I contacted *** for a towing need from my house to a local mechanic. (approximately 5 miles) I was told I had used my allotment of tows for the year (4) I am aware of two tows requested this year and 1 battery b/purchase, which I assume counts as a tow.But not 4. *** referred me to another towing company of which I found out later that they would have charged me. 4 hours latter I provided my wifes card number and a tow truck driver from *** arrived and performed the tow to my satisfaction. My complaints are as follows. 1. *** policy of 4 tows per year is not advertised unless it is in the fine print of their policy. Buying a battery is not a tow. I have been a member of *** for 60 years, yes 60 years and I am sure most of those years I did not have any towing needs. 2. I found out that *** will not perform a second tow if needed from the mechanics shop to wherever is needed. A tow is a tow. 3. *** will not tow a unlicensed vehicle. Other towing companies will tow any vehicle 4. *** does not notify their customers of the above, but does advertise in many places they "TOW" vehicles. I am glad my towing experience was not life threatening. The delay caused me considerable juggling of my time and the time of my mechanic. The tow driver did a good job, the rest of the towing experience needs a shake. up. With this complaint I ask that BBB request AAA to inform AAA customers of this restriction in the advertised services of AAA or perferably eliminate these restrictions of AAA customers

  Business Response

  Date: 12/04/2024

  We have ordered a refund check in the amount of $164.99 to member, which he should receive within the next ***** business days.  For any inconvenience he encountered we will also pay his membership dues when it renews on December 18, 2024.

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:11/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a insurance loss claim in July 2024 my renewal just came up and my insurance was raised , I tried to call another company and get a quote the insurance agent told me that this claim was reported three times two claims for zero dollars and one claim for 5000 an this is all one claim by them reporting the same information three times it looks like three different claims and I cant get a quote from another company based off there error as this should only show one time as its one issue I have called and was told they will give me a letter they need to remove the errors from my insurance records or file so other companies see accurate information

  Business Response

  Date: 12/13/2024

  Contact has been made with the customer, and we are working together towards a resolution.

  CSAA Policyholder Relations

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This message is in regards to a complaint against CSAA Auto insurance for refusing to honor claim # ****-971943 made for an accident which occurred on October 21st on the Corner of **********************************************. The driver of the vehicle insured by CSAA Insurance caused an accident hitting another vehicle into my parked and unoccupied 2014, ****** SENTRA (Sedan) totaling the vehicle which is currently housed in a collision shop for storage. Three other vehicles were also damaged as a result .The 73rd Precinct responded and created the accident report , MV-2024-073-****** to document the incident. I communicated with the assigned Adjuster, ****** for a period of 1 month between October 24th, 2024 to present day. The adjuster ****** assigned to Claim # ****-971943 did make promises stating that she would attempt to contact the driver and if no contact was made after a 30 day period she would honor the claim based on the attached police report and aid in the purchase of a rental vehicle. The assigned adjuster did go back on these promises when contacted on November 25th, 2024 and proceeded to threaten denial of the claim ; hanging up the phone on me while I called to seek help. Attached is the complaint filed to the *********************** services and the Police Report filed in regards to the original incident which supports that their insured driver is at fault for all damages that occurred in this incident. I will continue to seek compensation and relief for the damages to my vehicle. Regards.

  Business Response

  Date: 11/27/2024

  November 27, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               ***********,******
                  BBB File Number:                      22605568
  
  
  Dear Better Business Bureau, ****:

  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 acknowledge the concerns and have researched the inquiry.  We can offer the following information following our review of the claim file and coverage investigation.

  We understand the frustration and inconvenience this situation has caused the complainant, and we appreciate their patience as we work through the necessary steps to resolve their claim. We have been conducting a coverage investigation regarding the *********** is essential for us to complete this investigation to ensure that all aspects of the claim are accurately assessed. Following report of the claim on October 24, 2024, we sought contact and cooperation from our policyholder to verify the facts and circumstances surrounding the incident.  This process can take some time, and we are entitled to the necessary period to complete it.
  Additionally, the complainant has a duty to mitigate damages under these circumstances. This means taking reasonable steps to prevent further damage to their property while the claim is being investigated.  Although we initially set the expectation to complete the investigation as quickly as possible, certain complexities required additional time, which is reasonable given the circumstances.

  We are pleased to inform the complainant that we have recently completed our coverage review and will now proceed with processing their claim.Arrangements have been made for the inspection of their vehicle, and we will move forward with the necessary repairs and claim processing.

  We hope this has brought some clarity to the complainants concerns and thank you for the opportunity to address this inquiry.

  Should you have any questions or require any additional information, please let us know.
  
  Sincerely,
  
  
  CSAA Insurance Group - Claims Department

• Initial Complaint

  Date:11/19/2024

  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 writing to formally lodge a complaint against *** regarding their handling of my auto insurance claim (Claim No. 1005-96-6093). As a 22-year-old client who experienced my first automobile accident, resulting in the total loss of both vehicles involved, I am deeply disappointed by **** lack of effort and failure to advocate on my behalf. Despite my detailed report, supporting evidence, and witness statements that indicated I should not be deemed fully at fault, *** did not fulfill their obligation to conduct a thorough and impartial investigation.Following the incident, I provided a comprehensive report outlining the other partys misconduct, as well as access to witnesses who could corroborate my account. Unfortunately, AAA made no meaningful attempt to:Contact or interview witnesses;Obtain and review the police report;Engage in dialogue with the other party involved;Properly consider my report or my appeal regarding the initial claim decision.Instead, when the other partys insurance contested **** stance, *** abandoned any further advocacy on my behalf, seemingly accepting the opposing view without question. This led to the unjust outcome of placing complete fault on me, despite evidence to the contrary.

  Business Response

  Date: 11/19/2024

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

  Business Response

  Date: 11/20/2024

  Dear BBB:

  We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on November 19,2024. 
  

  The complainant opened a claim with us and provided their version of the events. We also received the version of events from the other party involved. The details of what happened from each party varied considerably. As such, we ordered the police report which contained statements from both parties directly after the loss. In addition, there was video footage of the accident that we reviewed. After full review of all facts involved in the loss, we determined the complainant was principally at fault for this loss. The video evidence was indisputable. After determination of fault, the complainant requested a supervisory review of the claim, as they disagreed with the liability determination. The claim was thoroughly reviewed by a claims supervisor. After supervisory review the liability determination stood, citing the police report and video evidence.
  
  Sincerely,
  
  CSAA Insurance Group Claims Department

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against *** regarding their refusal to honor a valid police report, which clearly states that their insured client is responsible for 50% of the damages resulting from an accident. I believe this refusal to settle fairly is unjust and goes against good faith practices expected from an insurance provider.On 08/27/2024, ***** ***** Afghanzai forced another car onto my front lawn, while he drove through my front lawn. Following the incident, the California Highway Patrol was called to the scene. A thorough investigation was conducted, and a police report was issued 9250-2024-03917. The report clearly establishes that fault is shared equally between ***** ***** Afghanzai and ***** ******.I contacted CSAA Insurance Group and provided all necessary documentation, including the police report, photographs of the damage, and videos of the cars driving on my lawn. Despite this, the company refused to cover the agreed-upon 50% of the damages, contrary to what is outlined in the police report.I respectfully request that CSAA Insurance Group honor the findings in the police report and reimburse me for 50% of the damages as outlined in the shared fault determination. I have made multiple attempts to resolve this matter directly with the company, including contacting ****** ********** the claims advisor, but my efforts have been unsuccessful.I have attached copies of the police report, and repair estimates.I am hopeful that CSAA Insurance Group will take this opportunity to resolve this issue promptly and in good faith. Thank you for your time and attention to this matter. I look forward to a prompt response.

  Business Response

  Date: 12/02/2024

  November 27, 2024
  
  
  Better Business Bureau, ****
  ************************
  ****************
  
  Attn: *** *.
  
  Re:       Complainant:**** *****
              BBB File Number: 22573002
  
  Dear Disputes Resolution Specialist:
  We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on November 18, 2024. I have provided the information you requested below. 
  The complainant has submitted an estimate for the damage to his front lawn which has been reviewed.  We have finalized our investigation and will be settling directly with the complainant. 
  
  Sincerely,
  
  
  CSAA *****************
  
  

• Initial Complaint

  Date:11/11/2024

  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 have been a *** member for over 20 years. I only cancel when I purchase a new car with Roadside Assistance. My newest account was open over 2 years ago. I called April of 2024 to cancel my membership and was since I still had a month on the existing plan, the effective cancellation date would be May 1, 2025. Two weeks ago, I decided to start a new membership. I was told I still had the membership I cancelled six months ago. Of course, I protested and was told it was too late to cancel so I said at least downgrade me to the basic plan. The *** said she processed the downgrade, but the $30 difference in the plan would not be refunded. *** would keep the balance for future use. I bought a new car last week and called AAA today to ask for a manager. At that time, I was told my account had not been downgraded and that I could cancel but the plan would stay in effect until May (how is this cancelling) and I would not receive a refund. Even though I contacted *** before my renewal date, they never cancelled the membership and even though I requested a downgrade, they never processed. I never had an issue when I start a membership. Now that I want to cancel, no requests are completed. *** is refusing to return my money of which they billed fraudently I cancelled over six months ago.

  Business Response

  Date: 11/12/2024

  This needs to be filed with her local club in ***

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:11/07/2024

  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 was reared on February 14 2024 and AAA reported that it was my fault but I done nothing wrong my insurance has went up please help me

  Business Response

  Date: 11/12/2024

  November 12, 2024
  
  Better Business Bureau, ****
  
  Re:    BBB File Number:   22526413
  
  Dear Better Business Bureau, ****:

  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 are the auto insurance company for the complainants husband since 2014. This year, the complainant was added to her husbands policy. When a person is added, their past driving safety record with the Department of Motor Vehicles, any past at-fault claims, years driving, estimated annual miles driven, make, year & model of vehicle, geographical location are captured as some of the major factors to determine car insurance rate.

  Our records show that the auto claim that occurred on February 14, 2024,was listed as not-at-fault on the complainants record with us. We are not surcharging (factoring) for this claim on the policy.

  Today, we placed a call out to the complainant to discuss any further questions or details. We left a voicemail message that included the companys contact and direct phone number for this inquiry.

  Should you have any questions or require any additional information, please let us know.
  
  Sincerely,
  
  Policyholder Relations
  Corporate Headquarters
  CSAA Insurance Group 

  
  

• Initial Complaint

  Date:11/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never had any sort of insurance with AAA ever. On these dates this company has taken money out of my account via *** for which I DID NOT AUTHORIZE. I have called them and they state they have no information for me when I provide my name, phone number, and address. Yet the *** is coming out in my name per the bank. The following are the dates and amounts which as you can see are all over the place: 1. July 12, 2023 $716.88, Sept 7, 2023 $650.36, Sept 11, 2023 Deposit of $7.00, November 17, 2023 $195.27, January 5, 2024 $236.05, Feb 6, 2024 $3.00, March 6, 2024 $171.96, April 4, 2024 $172.03, May, 6, 2024 $172.03, June 5, 2024 $172.03, Aug 6, 2024 $172.03, Sept 5, 2024 $172.03, Oct 4, 2024 $172.03, I contacted AAA ***** Creek Way, and spoke to ******* the Mgr who found that indeed someone from ****************** opened an auto policy in my name but she would not give me further information. I fully dispute these charges, and I have never lived in ****************** nor know anyone that lives there. And I request help in investigating how *** could allow this fraudulent activity to occur on my account and I want all funds returned to me immediately. I called my bank but bc the charges were *** they can only give me back money of one month. THIS IS ILLEGAL AND WRONG. *** is a HUGE corporation and should have safeguards to protect fraud of this nature. ******* was able to take the last 4 digits of my bank acct number *************************************************************************************** my name from ****************** and now they want me to come in with all my statements. I am recovering from a spinal fusion and find this to be very wrong considering I am telling them that I did not ever have an account with them nor have i ever lived in ******************. Please help as this is over $3000.00 and I am in need of this funds to live!!

  Business Response

  Date: 11/15/2024

  We have made contact with the complainant and currently working towards a resolution.

  CSAA Policyholder Relations