Business Profile

Auto Insurance

CSAA

Headquarters

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Important information

Customer Complaint:
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2024

BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.
https://mwg.aaa.com/membership/terms-and-conditions
https://mwg.aaa.com/insurance

Complaints

This profile includes complaints for CSAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

360 total complaints in the last 3 years.
123 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/23/2025
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.
*** is marketing a Mature Driver program with AAA Fusion (URL: **************************************************) to give you a discount on auto insurance when you take a mature driver program that takes 8 hours. It winds up costing you more money to take the course than the discount provided. The course is $25 (discounted from $28.95 for AAA members) and the discount I got was about $13, which is less than the cost of the course, so it cost me $12. I think they are taking advantage of senior citizens who don't have their wits about them!
Business Response
Date: 05/27/2025
Wen have made contact with member and have addressed her concerns to her satisfaction.
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 05/27/2025
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. I hope AAA corrects this issue for future mature drivers.

Sincerely,
*********************
Initial Complaint
Date:05/12/2025
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 May 20, 24, I have file a claim, because my tenant complaint of water pouring like a rain on downstair kitchen. A letter has been sent to me that claim has been open on my policy located on ********************************************Later that day, ****** ******* on behalf of ******* ****, regarding claim number ************. If it is pouring like rain on the first level kitchen ceiling, then the leak must come from the second level floor.Initially, *** has sent on May 22, for *** to make initial repairment, and estimate. They told me that it will take a week to dry up the inside on the kitchen ceiling. They only have blower to the ceiling only. But second day, they made me sign a paper, said that they have completed the project. Which is a misrepresentation of their work.On May 31, 24, Ms ***** proposed a payment of ******. but failed to contact American Leak detection to find where was the leak, where Ms ***** promised to do on the beginning on the first phone call back in May 20, 2024.When, American Leak detection came, they can still find moisture on the drywall, kitchen ceiling and second floor bathroom floor. MORE THAN 2 WEEKS AFTER THE INCIDENT.When I have raised the question, and disputed with Ms. ****** she send out another inspector ***** ****** ON JUNE 18 and told the inspector DO NOT MAKE ANY ESTIMATE ON THE SENCOND FLOOR. Which I found out when I spoke with ***** ****** afterward. He said he does not know why Ms. ***** does not want him to make estimate on the second floor. But since he is working for ***, he just follows the instructions that were given.The second proposed payment was even less than the first one, now it is ******. for which *** never paid for this ******** total loss is about ******** that was out of my pocket. Invoice included. This has not included the lost in rent.What Ms ***** has done is deceptive, illegal, and malpractice. I demand to have my lost fully paid, I reserve the right to further any action deemed to.
Business Response
Date: 05/14/2025
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 May 12, 2025.
As outlined by our insured experienced a water loss in May of 2024, in which he filled a claim with AAA. Upon receiving notice of the claim, he requested a referral for water mitigation. *** was sent to the home for the purposes of performing the necessary demolition and water dry-out services. **** involvement did not include drafting a repair estimate. The $569.69 figure was the cost of their services which was paid by separate from any repair costs. There was no revision of a repair estimate down from $569.69 to $379.50.
The statement that the adjuster failed to contact American Leak Detection (ALD) is inaccurate. *** was contacted at the onset of the claim and did inspect the home. However, because our insured had his own plumbers performing work at that time and had the water to the home turned off,*** was unable to perform an inspection. They were sent out a second time after it was confirmed they would be able to perform their testing. Their second inspection confirmed the source of the leak as a shower drain line. At the time of **** inspection, our insured had already had his shower demolished without obtaining approval from us or providing any information to support that as necessary.
Later two photos of the bathroom prior to demolition were provided to us. Both photos showed the bathroom in good condition. No signs of damage or a water leak were visible in either image.
To better address the concerns brought up by we sent out an independent adjuster to inspect the home. At the time of this inspection, the shower was not considered a covered/ claim related item and so no estimate was requested for it. AAAs directions otherwise did not dictate what was/ was not to be estimated. The results of the inspection did not reveal any above normal moisture in the area or other information which would have supported removal of the shower. An estimate was provided for the resulting water damages which were covered. That estimate, after accounting for the policy deductible, amounted to the $379.50 payment referenced. This is in addition to the water mitigation payment. We also informed our insured that we would reimburse him costs related to mold clearance testing but he has never submitted an invoice for that item.
The complaint referred to lost rent; no claim has been made to us for lost rent. Thee claim related damages appear to indicate the home would be uninhabitable for any period of time.
We provided a coverage letter, referencing applicable policy language, outlining why his leaking drain line was not covered by his policy but that the resulting water damages were covered. Payment was issued for the full estimated costs of these water damages less the applicable deductible in June of 2024. We have not received any photos, documentation, or other communication from since that time. I
In the event documentation to support the claim related water damages were more extensive than previously estimated by the independent adjuster, or to substantiate a loss of rent claim, we will happily reopen the claim and review.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:05/12/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*********** failed to notify and/or extend emergency services causing additional expense and stress in auto breakdown circumstance.
Business Response
Date: 05/14/2025
Left message for member we have removed 3 call, and he has 2 calls available.Suggested he apply for reimbursement consideration.
Sincerely,
Lakshmi Pal
************

Customer Answer
Date: 05/14/2025
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,

******* *****
Initial Complaint
Date:05/10/2025
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.
I have already filed one complaint with yall against my homeowners insurance policy and am now filing another one. I called my insurance agent over two weeks ago left a message for him to return my call, left name phone number and claim number and still have not heard anything. He told me that they were going to set up somewhere for me to move for work to be done to my house and told me I had the option of hotel, vrbo, or ****** and when I called the outside company the insurance *** said to call they are saying my insurance is only covering for a hotel. Tried to call **** ****** and no response. My house has been messed up since February 6th it has been well past long enough to have it fixed. Also the contractors that **** hired called me looking for a payment from the clean up that was done in February. **** told me he had sent that payment to the a month ago. Im not sure whats going on but I work anywhere from ***** hours a week so its already hard for me to get anything accomplished. Its to the point Im considering hiring a lawyer just to be able to get in touch with this ***. Please help me or tell me what I can do to get this issue fixed! Im paying almost $2000/month for my mortgage and my house is falling apart and also has mold in it due to this. I have a child with asthma and a mother in law with COPD who is on oxygen. I just want to get my home fixed.
Business Response
Date: 05/14/2025
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 May *******, and have provided the information you requested below.
We have spoken with our insured and addressed her concerns. A network program contactor has been referred to our insured and the repairs have been scheduled. We have also addressed the members housing needs through a program vendor and they have set up housing. We also reviewed that the member has received their payment for the tree clean up.
Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 05/14/2025
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,

******** ******
Initial Complaint
Date:05/06/2025
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 Uncle, ***** ****, passed away back on July 7, 2024. He left me as the executor of his trust. We kept the vehicle insurance paid as per our attorney until both vehicles were sold, the last being the **** F150 in December of 2024. I called to try and cancel the insurance and was told to send all the paperwork including a copy of the trust and anything else we had. We did and didnt hear back from ***. We went into a local office and told them what was going on. They said we would be hearing back from their legal department within 6 weeks. We heard nothing from anyone. In the meantime AAA continued to try and bill me for something we no longer have so we didnt pay. Then they sent us a bill for $184.68 and then they sent us a threatening letter saying if we didnt pay they would send us to collections. I called them again on 4/24/25 and after being put on hold and hung up on 3-4 times I finally was able to speak to someone. They said they had our paperwork but according to *** they said I was only named in the trust and not as the executor. I AM the executor and his only living relative Anns that paper work has been all I neede to take care of all of his other affairs with no problems and no questions asked. I am named as the executor and don't know what else to do. I have done everything I know to do. I am not going to pay this bill on something we havent owned in months. Im hoping there is something you can do to help with this problem.
Business Response
Date: 05/09/2025
May 9, 2025
Dear Better Business Bureau, Inc.,
Thank you for bringing this matter to our attention. We have received and reviewed the complainants concerns.
Upon further investigation, we contacted the complainant to gather additional information. As a result, we have approved an update to the policy to reflect a cancellation in December 2024. This update will generate a small refund, which will be sent to the complainant. We followed up with an email to the complainant summarizing the outcome.
We sincerely apologize for any frustration this experience may have caused. We have identified a coaching opportunity and will address it with our employee to ensure that similar issues do not occur in the future.
Should you have any questions or require any additional information, please do not hesitate to contact us.
Sincerely,
Policyholder Relations
CSAA Insurance Group
Initial Complaint
Date:05/05/2025
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.
Hello, On December 19, 2024 I was in a car accident in which the other party was deemed to be 100% at fault. I have had auto insurance with CSAA for a number of years. When I filed a claim with CSAA, my claims adjuster ******* ****** assured me that I would be reimbursed by the other party's car insurance for any out of pocket charges I incurred if I chose to use a rental car. I had the rental car for 30 days, and paid $691.44 out of pocket. After the 30 days, ******* advised me to forward the rental car agreement to her so that I could get reimbursed. I settled my claim for my car which was considered a total loss about a month after the accident. The day I returned the rental, I forward the receipt to CSAA's online portal. I never received my money back. I called and emailed numerous times over the past 6 months, and haven't received a response back from either my claims adjuster, her supervisor, and I even wrote an email to corporate headquarters in ************ and never heard back from them either. I am astonished at the lack of communication from CSAA which prides itself on customer service. If you would like, I can forward you all the correspondence I sent in the last 6 months. I understand it may take some time for the other party's car insurance to reimburse AAA, however, the lack of communication has me wondering if I will ever receive my money back. If *** wishes to research my claim number with them is ************. Thank you in advance.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau, ****

Re: BBB File Number: 23291275

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.
The member's automobile policy has a maximum rental coverage per loss of $900.00. The maximum coverage was exhausted due to the accident that occurred on December 19, 2024. We acknowledge that the member has out-of-pocket expenses of $691.46.
Subrogation rights are limited to the coverages afforded under the policy. In other words, any out-of-pocket expenses the member may have are included in the demand to the adverse party but are handled as a courtesy for the member.
We are currently attempting to recover the damages that were paid on the claim, including the members out-of-pocket expenses. We will make every effort to ensure reimbursement is received, so in the event recovery is successful, we may reimburse the members out-of-pocket expenses.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department

Customer Answer
Date: 05/10/2025

Complaint: 23291275

I am rejecting this response because: This answer still makes it unclear whether or not I will receive my reimbursement as a subjugation courtesy and if so how long will it take? It has already been 6 months. When I first had the accident, my claims adjuster made clear that any out of pocket expenses I incurred would be reimbursed. Had I known it would take this long, or there was the possibility I would never be reimbursed I never would have gotten the rental car in the first place.

Sincerely,

********* ******
Business Response
Date: 05/13/2025
May 13, 2025

Better Business Bureau, ****

Re: BBB File Number: 23291275

Dear Better Business Bureau, ****:
We are in receipt of your offices additional inquiry. We have reviewed the complainants response to our letter.
Below you will find our response concerning this matter.
I understand that this process may be frustrating, as I am unable to provide a specific timeline for the subrogation process. The duration can vary depending on the circumstances.
We are actively working to recover the amount directly from the at-fault party. As soon as we have further information or successfully complete our subrogation efforts, we will notify you.
Should you have any questions or require any additional information, please let us know.

Sincerely,

**** *****
Claims Supervisor

CSAA Insurance Group
Initial Complaint
Date:05/05/2025
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.
CSAA is trying to hold me fiscally responsible for an incident that involved the vandalism of a vehicle. The information they behave is a license plate of a vehicle that belongs to me. At the time of the incident the vehicle had been loaned out to a family member. I have no knowledge of this incident, who was driving the vehicle that day or anything else. I was at work in a different city 45 minutes away. The incident was not an accident involving my vehicle yet they are trying to hold me liable for the crime of vandalism even though I wasnt there. No police department has contacted me to ascertain if I was present. CSAA is essentially trying to squeeze me because they have failed to do their own investigative work beyond knowing the vehicle is registered to me.
Business Response
Date: 05/08/2025
May 8, 2025
Better Business Bureau:

We are in receipt of your offices inquiry.

Below you will find our response concerning this matter.

We have reviewed and will not be pursuing the complainant any further. We have advised our third party vendor to cease recovery pursuit of this matter.

Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group - Claims Department
Customer Answer
Date: 05/08/2025
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.
I would like to note, however, that is troubling that I had to take this action in the first place. CSAA pursued restitution from me without conducting a full investigation. They simply used a license plate for a vehicle that belonged to me and tried to hold me liable for an incident for which I was not present and that did not directly involve my vehicle. I was never contacted by a law enforcement agency regarding this matter to determine if I was the individual responsible. CSAA simply decided I was responsible and attempted to bully me into paying for the damages caused by someone else because it was the path of least resistance. Even upon informing them I was nowhere near the location at the time of the incident they still doubled down and insisted that in the absence of information on the responsible party that I had to pay for the damages caused. These tactics were shady at least and criminal at worst. To attempt to ruin someones credit in order to extort money for an incident without doing the due diligence to determine who actually committed the act is unconscionable. I sincerely hope this was an isolated incident and not indicative of CSAAs policies and procedures.

Sincerely,

****** Block
Initial Complaint
Date:04/24/2025
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 made a Property Claim dated 4/14/2025 for Water Damage because of accidental inwall burst pipe that causes water leakage, and MOLD under the kitchen sink. My Insurance Examiner stated the mold isn't covered base on this "This coverage does not include damage caused by constant or repeated seepage or leakage of water or the presence or condensation of humidity, moisture or vapor, over a period of weeks, months or years, unless such seepage or leakage of water or the presence or condensation of humidity, moisture, or vapor and the resulting damage is unknown to all insureds and is hidden within the walls or ceilings or beneath the floors or above the ceilings of a (building structure)" under my claim as a result of the mold duration and this is an immediate health concern, expose to me and my family which can be an immediate danger. I am asthmatic, my kids are getting constantly sick in the house, they now stay with grandma when I discovered the mold 04/08/2025 when my House Warranty sent someone to fix the pipe leakage after finding water spot around the kitchen/living room hallway. I have been going back and forth with ***** *. Claim Examiner which he is reading off the policy that Mold isn't covered if it's not within weeks/visible, Mold isn't visible cause it is hidden under the sink with closed doors, but water damage is covered. Water damage is the cause of mold and that is my argument. Please help me resolve this issue
Business Response
Date: 04/28/2025
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 April 24, 2025.
We have reviewed the facts of the loss, and the damages support the leak has been occurring for a long period of time. Mold is both excepted and excluded within the policy with limited coverage afforded under an additional coverage. Unfortunately, because of the leak duration supported by the extent of the damage, we are unable to extend coverage for the mold.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:04/19/2025
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 insurance was canceled without a moving violation or at fault accident. I have accident forgiveness in my plan. The amount for my claim was not a large amount. Especially since I have paid for years without a claim. My wife called and was told that someone would call in about three days. This did not happen.
Business Response
Date: 04/21/2025
Dear BBB:
We are in receipt of your inquiry. Upon review, the complainant resides in a state that CSAA Insurance Group does not service. The complainant will need to direct his complaint to the correct company for assistance.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 04/21/2025

Complaint: 23225357

I am rejecting this response because: They sold me the insurance.

Sincerely,

**** *******
Business Response
Date: 04/21/2025
Dear BBB:
Please direct the complaint to AAA of Southern California for review and response.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:04/15/2025
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.
*** raised the price of my coverage by $1600.00 per year 3 months into the policy.
Business Response
Date: 04/18/2025
Dear BBB:
We are in receipt of your inquiry on behalf of the complainant and welcome the opportunity to address any issues raised. Contact was made on 4/16 to acknowledge and address the complaint. Supporting documentation was received by the complainant and the issue was resolved.
Sincerely,
CSAA Insurance Group Policyholder Relations Group

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CSAA is NOT a BBB Accredited Business.