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:07/10/2025

  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 ow a 2011 Jeep Grand Cherokee 70th Anniversary edition. AAA driver towed my car one time on a flatbed truck. The second time I call AAA they send a driver with a regular tow truck who wanted to pick my front off the ground to tow my truck. He was unable to tow my truck because it is a 4x4. He call AAA and told them I had a lift kit on my Jeep. A 2011 70th Anniversary Jeep can from the factory with 20 inch tires a regular 2011 Jeep can from factory with 17 size tires. *** told me that they were unable to tow my Jeep because it had been modified. My Jeep have not been modified. I had to pay a mechanic $100 to come out to fix my Jeep plus rent a car because they were unable to get my car to the mechanic shop that morning so I could get my Jeep back that evening. I told them that there driver with the flatbed did not have a problem towing my car. They took there driver word over me and there first ******* I would like for *** to ****** a 2011 Jeep grand Cherokee and a 70th anniversary Jeep grand Cherokee to see the tires different. I would love to be reimbursed for $100 for my mechanic come where my car was and ****** for rental car fee and thank you very much.

  Business Response

  Date: 07/11/2025

  This needs to be routed to his local club in ***  Not our member.

  Sincerely,

  Lakshmi Pal

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

  Customer Answer

  Date: 07/15/2025

  Thank you very much h AAA resolved the problem.  They gave me a $40

  Discount on my next account.  They will start back to tow my jeep thank BBB very much.

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of California State Automobile Association for over 10 years and have had very good service with everything. Recently, I have had tremendous difficulty in getting answers in involving another vehicle hitting my parked car on June 12, 2025 near where I live. I provided all the information to her and have not heard back maybe once or twice. The best way to contact this person is by email and that to me is very frustrating. No other updates have been provided as of Tuesday or Wednesday. I want to make sure they track down the person and hold them fully responsible.

  Business Response

  Date: 06/23/2025

  Dear BBB:

  We are in receipt of your office’s
  inquiry and welcome the opportunity to address any issues raised. We have
  reviewed the complaint to your department which was received on June 20, 2025.
  We have reviewed the video and pictures
  submitted by Elizabeth Pope. Unfortunately, we are unable to determine the
  license plate information due to the quality of the photos and video. Without
  the license plate information, we are unable to identify the registered owner
  to make contact and pursue for damages.
  

  The complainant has been advised to provide additional information
  or higher-quality images that could help us identify the vehicle. We are committed to resolving this
  matter as fairly and efficiently as possible.
  
  Sincerely,
  
  CSAA Insurance Group Claims Department

• Initial Complaint

  Date:06/20/2025

  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.

  I was paying for 2 insurance this whole time that I was unaware of. I live in *****. I have insurance with Idaho company name: ******. I cancelled my insurance with CSAA due to me being terminated from my last trucking postion. I would like a refund for the double payments I have been making. Which is 16 months.

  Business Response

  Date: 06/24/2025

  June
  24, 2025
  
  Better Business Bureau, Inc.
  
  Re:         BBB File Number: 234965650
  
  Dear Better Business Bureau, Inc.:

  We are in
  receipt of your office’s inquiry. We have reviewed the complainant’s concerns
  to your department.

  Below you
  will find our response concerning this matter.

  We reviewed
  the complainant’s new insurance information. Our
  Service Team updated his policy today. We phoned
  the complainant and provided him with the outcome. An additional refund payment
  will be going out to the policyholder shortly. 
  We sent a follow-up email to the customer with contact information.
  

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

  
  

• Initial Complaint

  Date:06/10/2025

  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.

  THE MONEY HAS NOT BEING PAID, i HAVE NOT RECEIVED THE MONEY AT ALL.PLEASE GET CERTIFICATE FROM YOUR BANK THAT I HAVE DEPOSITED SUCH MONEY.TALKING ABOUT ON THE LETTER DOES NOT REPRESENT MONEY BEING PAID FOR THE **** FOR WHAT I HAVE INSURED FOR.THE RENT LOST WAS MIS-REPRESENTED BY YOUR CLAIM ADJUSTER, WHO SAID IT CANNOT BE CLAIMED.THE CASE NEED TO BE REOPENED.THERE ARE 2 3 CLAIMS HERE 1. THE MONEY CSAA CLAIMED THAT IT HAS BEEN PAID, I HAVE NEVER RECEIVED IT, OR DEPOSITED.2. MIS-REPRESENTATION OF YOUR COMPANY CLAIM ADJUSTER NEED TO BE LITIGATED. FRAUD AGAINST THE CONSUMER.3. REDUCING PAID AMOUNT FOR NO REASON, MEANING THAT THE FIRST ADJUSTER DID NOT EVALUATED ACCORDING TO ******* MANNER. AFTER A MONTH, STILL SHOWING DEFECT. ESTIMATES.OVERALL, WE WILL FURTHER PURSUIT LEGAL ACTION IF DEEMED NECESSARY, OR COMPLAINT TO THE HIGHER AUTHORITY.

  Business Response

  Date: 06/20/2025

  Dear BBB:
  
  This complaint was responded to under BBB Consumer Complaint #23319366. Our
  position remains unchanged.
  
  Sincerely,
  
  CSAA Insurance Group
  Policyholder Relations Department

• Initial Complaint

  Date:06/10/2025

  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 canceled my homeowners policy with AAA policy # NVH3231831570 on 5-13-2025 and never received my refund i called them on 5-31-2025 regarding this and they said my policy was canceled and refund for ******* was sent and then was canceled. they then offered to send it to me by *****, they sent it to another ************ which was not my number. it was given by mistake. they said i would have to contact ***** to get my refund which i tried to do but ***** said the merchant needs to do a dispute with there bank to get the funds back and have them reissued. i tried to explain that to the *** and team lead **** *. and ******* D but they kept saying the supervisor and the billing **** said i need to contact *****. and i said i did and asked to speak to a supervisor and they said one would call me back and never did. this is a very poor way to treat a customer and losing ******* and them not doing anything to help is very poor as a customer servicing company. if i had sent them money to a wrong person that was due for them they would expect me to correct it myself. but when they do it they want to pass the **** and have you do something that is impossible to do.

  Business Response

  Date: 06/25/2025

  Dear BBB:
  
  We are in receipt of your inquiry on behalf of **** ******* and welcome the opportunity to address any issues raised. The complainant contacted the Company to cancel his home policy on 5/24/25, citing the sale of his home as the reason. The policy was cancelled, and an electronic refund was requested. To complete the electronic refund via Zelle, the complainant provided a phone number associated with his account. A review of the call in question confirmed the phone number provided by the complainant. The refund was promptly completed as requested. The complainant will need to contact ***** for further assistance at ************.
  
  Sincerely,
  
  CSAA Insurance Group Policyholder Relations Department 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23448829
  
  I am rejecting this response because: I contacted ***** and if you actually read the complaint it said i did as you asked and they said the merchant that is you need to contact them for a refund i even did a 3 way call with your manager *** *****. and she was told the same thing from them, and you would need to contact the bank that you use to send the funds to have it taken back from the person who got the funds from by mistake.  and then can have them resent out again as a paper check. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/01/2025

  Dear BBB:
  
  We have reached out to the banking institution involved in the transaction on behalf of the complainant. To date, the banking institution has yet to agree to return the funds in question.  Our ************* continues to monitor the situation closely. We will promptly issue a paper check refund as soon as the funds are returned to us.

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

• Initial Complaint

  Date:06/02/2025

  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.

  5/13/25 my wife and kids were involved in a car accident I am the registered owner of the vehicle of the Durango. The Durango is a total loss and when the claim was being processed we asked the adjuster that we had about 10k invested in the truck adjuster stated to submit all paperwork to get reimbursed. We did ask the adjuster in case we dont get reimbursed can we swap out the rims that were on the Durango for the stock wheels and he said that wouldnt be an issue. 5/29/25 we received the offer for the payout and the 10k that was invested they arent reimbursing the estimator stated that it was due to the stuff that was added was over a year old the adjuster never stated this to us. We told the estimator that we wanted our rims back and he said he would make a note so that when we went to swap out the wheels they were aware. 5/30/25 I went to ****** where my car was being held I did an inspection and on the rims and the rims were damaged from the when the moved the car for the yard to a triple a center. I am requesting assistance due to the fact that triple a had miscommunication within the company because if the adjuster who stated I was going to get reimbursed for everything would have know that its only within a year to receive payment I would have swapped out the rims at the yard and they wouldnt have been damaged. triple has been super unresponsive to our calls and emails.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  Better Business Bureau, ****
  
  Re:         BBB File Number: 23402222
  
  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 have been in contact with the complainant to resolve this matter. This resulted in compensation for the wheels based on the invoice provided to us by the customer.We are confident that this matter has been resolved satisfactorily.

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

  Customer Answer

  Date: 06/04/2025

  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:05/27/2025

  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.

  Regarding: ***/Member Deals *** We are filing this complaint regarding a purchase made on-line through *** in December of 2021. My husband and I have paid $758 for (2) 3 Day Disneyland park ****** tickets which were sold to us without any scheduled travel date or expiration terms and the tickets were never activated or used. *** is now refusing to honor these tickets claiming they have expired, despite the fact that no expiration date was ever agreed upon or disclosed of the time of purchase. We believe this violates both Federal and California consumer protection laws, specifically related to gift certificates and prepaid travel products.Details of the transaction :Data purchase : December 2021 Amount paid : $758 Purchased from : ************* (Online Purchases)Product : (2) 3 Day Disneyland park ****** tickets Nature of Purchase: No travel date was booked at the time of purchase, tickets/gift card was held for future use .Resolution we are Seeking : We're not requesting a refund - we simply want the original ticket value honored so we can book our trip.Additional key facts :We contacted ********** directly and they confirmed the *** never forwarded the funds or created a reservation, meaning th at *** retained full control of funds and never fulfilled the product. This confirms the purchase remained in a prepaid undelivered state and should be classified as a stored-value product or gift certificate equivalent, subject to expiration protection under the state and federal ********* grounds :We Believe *** is violating consumer protections under Federal law - CARD Act of 2009; gift certificates and prepaid cards may not expire for less than 5 years from the date of issuance.California civil code ******: California law prohibits expiration dates on gift cards and similar prepaid items .

• 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:05/19/2025

  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.

  On March 15, 2024, I was rear-ended by an uninsured driver. I filed a claim with AAA (CSAA Insurance Group), who approved cosmetic repairs only. After the repair, a **** dealership found mechanical damage to the transmission, shocks, and struts all clearly linked to the accident.I submitted the report to my AAA adjuster, who told me I could pay for a rental car and might be reimbursed if the damage was confirmed. After I submitted the documentation, she stopped responding. I called and emailed several times over weeks with no response. The **** advisor also tried to contact her, but was ignored. When I escalated to her supervisor, they denied the claim without sending an appraiser or conducting a real investigation.Months later, *** reopened the claim without telling me why. Then they closed it again on May 14, 2025, with no resolution. Due to safety concerns, I had to buy a replacement vehicle out of pocket.I believe *** failed to properly investigate the claim and acted in bad faith. I am requesting reimbursement for the mechanical repairs related to the accident or a fair settlement equivalent to the repair value.

  Business Response

  Date: 05/23/2025

  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 20, 2025.
  
  Following the reported accident, our claims team promptly investigated the reported damage to the policyholders vehicle. Based on our initial inspection, we approved and covered repairs to the rear bumper, which was the area directly affected in the collision. These repairs were completed in accordance with our policy guidelines.
  
  After repairs, the policyholder submitted a diagnostic report from a **** dealership identifying issues with the transmission, shocks,and struts. Our adjuster thoroughly reviewed this report to determine if these mechanical issues were related to this accident.
  

  Technical Findings:
  Transmission: The **** dealerships OASIS check referenced ***************** Bulleting (TSB) *******, which addresses a known transmission clutch shudder issue. The dealership suspected a worn clutch and recommended replacement. This issue is recognized as a manufacturers defect or wear-related problem, not typically caused by a rear-end collision.
  Shocks and Struts: The dealership noted leaking front and rear struts, which is consistent with normal wear and tear rather than collision damage, especially as the impact was isolated to the rear bumper.
  Covered Damage: The only damage directly attributable to the accident was the rear bumper.
  
  Based on these findings, and in accordance with industry standards and the terms of the policy, coverage for the transmission, shocks,and struts was denied as these were determined to be unrelated to the collision. Our position remains unchanged.
  
  Sincerely,
  
  CSAA Insurance ***********************

  
  

• 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