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:03/27/2025

  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 contacted AA regarding my AAA auto insurance. I explained to the ***resentative that I seldomly drive my vehicle and was looking for a reduction in my auto insurance, the ***resentative stated to me that she was able to reduce my monthly payments to $145 abased on my mileage. the monthly payments were not reduced expect for that current month. I attempted to explain to a supervisor as well as the escalated team however was not supported, on super (*****) chuckled when I attempted to explain the situation and questioned my competence. I attempted to explain to the service *** at the corporate office however she was not supportive. I am requesting for a monthly adjustment to my bill as the *** explained that this would be the case following the March 4th call.

  Business Response

  Date: 03/28/2025

  March 28, 2025

  *** *. Better Business Bureau

  Re: BBB File Number:23126292

  Dear Better Business Bureau, Inc.:

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns and have addressed them as follows.

  Our records show that on March 4, the complainants auto policy was updated to reflect a reduction in the Estimated Annual Miles Driven. This update, known as an endorsement, generated a $109 credit to the policy. The agent followed up with an email to the complainant, advising her of her next payment due date and amount. Our records indicate that we did not receive payment on the due date. The complainants concerns were subsequently escalated to our department. We provided an itemization of her account, showing all charges and payments received, and spoke with the complainant on March 27.

  The attachment (email) submitted with this complaint was reviewed. This is the follow-up email our agent sent the complainant showing due date and amount due.

  Unfortunately, the $254 being requested in this inquiry is premium and does not merit a refund. The complainant indicated to our department that she likely will cancel her policy. We are disappointed to hear this. We do not charge any cancellation fees. The complainant can contact our Service Team, available 24/7, to process and close her account with us. Please note that there may be a balance due for providing coverage up to her cancellation date.

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

  Sincerely,
  

  CSAA Insurance Group- Policyholder Relations - Corporate Headquarters

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23126292
  
  I am rejecting this response because: The agent stated that she would adjust my monthly payments. However, the agent made an error, and I am requesting that my monthly payments be adjusted as The agent stated that this was what she was going to do when I called in on March 4, 2025
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/01/2025

  April 1, 2025

  
  *** *. 
  Better Business Bureau:

  We have reviewed the additional concerns submitted by the complainant.

  Unfortunately,our review found no misrepresentations by our agent. In this complaint, the complainant included a copy of the email received from our agent after the March 4th call. The email does not indicate an adjustment of monthly payments (installments). Per our March 28th response, an endorsement (change) was made to the policy causing a $109 credit. This credit was then applied to the policy as explained in the agent's email (included in this complaint from the complainant). 

  Unfortunately, the request to adjust the complainant's payments cannot be honored.

  If the complainant has any further new information that the complainant would like us to consider, please present. 

  Sincerely, 

  CSAA Insurance Group - Policyholder Relations - Corporate Headquarters 

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23126292
  
  I am rejecting this response because: I am requesting a reduction in my monthly bill. I spoke with a representative on March 4, 2025 who stated to me my bill will be reduced as i seldomly drive my vehicle. The representative entered the reduction incorrectly. 
  

   

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

  Business Response

  Date: 04/01/2025

  April 1, 2025

  Better Business Bureau: 

  This appears to be a duplicate as we received on March 28 and responded earlier today. 

  Regards, 

  CSAA Insurance Group - Policyholder Relations - Corporate Headquarters 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23126292
  
  I am rejecting this response because I am requesting for an adjustment on my bill. I spoke with the representative on March 4 who stated that she will make an adjustment to my monthly bill as I seldomly drive my vehicle.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/24/2025

  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.

  My Experience with ********************** My 2003 ***** RX300 key broke away from the housing and remote. I contacted *** towing, who not only towed my car but also recommended a repair shop, as I lacked the time to research the problem and fix it myself.Upon arriving at the repair shop, I explained to the technician that the transponder in the housing needed to be within the key for the car to start. After diagnosing the car, the technician confirmed my assessment. However, he called me three times with varying price estimates, finally quoting $848.99. Desperate to get my car back, I agreed to the high price, as the technician insisted that reprogramming the key was expensive.Eventually, I discovered that the key only needed a new housing, not reprogramming. When I requested to see the old part, the technician called the locksmith who cut the key. The locksmith claimed that he inserted the transponder into the new key, but the technician said he had thrown it ******* wife did some research and found that the repair should have cost around $200. I believe the technician arbitrarily inflated the price. The paperwork provided was confusing and didn't make sense. Additionally, the technician gave me the inside of a different car's remote, trying to pass it off as mine. It was evident that the new key looked old and ******* conclusion, I feel that I was overcharged and misled by the repair shop, which has left me frustrated and dissatisfied with the service.I am looking for a refund of at least 500. And pay the going rate for a new housing and labor. Im not looking to get it for free but dont want to get robbed either.Thank you for your help I have paperwork from repair shop too but its confusing and i only wanted my key fixed not anything else2

  Business Response

  Date: 03/28/2025

  We have been informed by our repair facility the they did the work that the member authorized.

  Sincerely,

  Lakshmi Pal

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

   

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22986392
  
  I am rejecting this response because:
  They said the reason they did that is because I authorized it. This is true, but I authorized it based on the information they were giving me Their information was incorrect and misleading I find it very odd that I, a non-mechanic, found out a way to save me hundreds of dollars. I was able to find the parts and able to get step by step instructions to program a key fob transponder for my make and model. I was able to solve my problem with my car by spending less than $50 and getting a free tutorial on ******* So how does a person in the automotive industry not know this? They do know this, but they also know a way to jack the price up with unnecessary parts and procedures and with the help of an ignorant car owner, they rip people off. If this *** fixed my problem the way he said he did then I would have a spare key, because the old key was not damaged. But this *** said the old key got thrown away why would you ever throw away a perfectly good key? You wouldnt, and he didnt he put it in the new casing and said he machined and programmed a new key. He said it was so expensive because he had to use expensive equipment and machines to program it, and that there was no other way around it. Although none of those procedures or machines were itemized on my bill, and no AAA discount. I only authorized them to fix my car because he said that was my only option. So my authorization was given under false pretenses. Therefore I dont accept the excuse of he authorized it, I was coerced and manipulated to believe they were doing the only thing that could be done He is a complete liar, and apparently not knowledgeable about his own industry. He is also hiding behind the reputation of ***, who I trusted to send me to a place that had my best interest in mind. I got nothing of the sort, and they said they couldnt do anything about it. I think he should be stripped of the *** brand, or fired or taken out of a leadership role because he is either incompetent or a criminal!!
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/24/2025

  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.

  When I called to sign up for an auto insurance policy in Dec. 2023, I asked for comprehensive insurance as well as collision. However I was only signed up for comprehensive. In June 2024 someone without insurance rear-ended me. AAA Said I was not covered and wouldn't cover the damages. I have asked multiple times to have access to the phone call recording when I signed up for the policy. They say they can't share it with me but they can do their own investigation.According to their investigation I never asked for collision. I have had auto insurance for 15 years now and I have never driven without collision insurance so I know I asked for it. I am asking that the BBB please conduct their own investigation so I can have the insurance company cover the accident. I don't mind paying my deductible.

  Business Response

  Date: 03/27/2025

  After the policy was bound member was sent declaration sheet with all the coverage limit. He had the opportunity to review and advice us if there was anything that was not added.  We did not hear from him. We fulfilled our obligation by sending him the declaration sheet.

  Sincerely,

  Lakshmi Pal

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

   

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23106676
  
  I am rejecting this response because:

  While I appreciate that the declaration sheet was sent, it is important to recognize that the average policyholder does not necessarily have the expertise to thoroughly assess every line of coverage. The insurance company has an ongoing duty to act in good faith, which includes ensuring that I fully understand my coverage and its limits. During my phone conversation with the representative, there was no discussion about declining collision insurance. Ive had collision insurance for the past 15 years, and the representative made an error by not clearly explaining that I wasnt being signed up for it, despite my inquiry.
  
  Simply sending a declaration sheet is not sufficient, particularly when I may not have known what specific questions to ask or what discrepancies to look for. Additionally, if there was any lack of clarity or exclusions that werent properly explained, AAA should take responsibility for addressing it. This is especially true if no proactive steps were taken to ensure I had a full understanding of my coverageespecially for a policy that isnt useful for protecting me against the most common auto insurance claim: collisions.

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

• Initial Complaint

  Date:03/20/2025

  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 July 7, 2023 our ****** Maxima was stolen. We signed a release of liability to AAA for the vehicle & the vehicle was picked up by ***. *** denied our claim that was appealed. Since then, *** has refused to refund any premium dating back to date of loss, pay for replacement of vehicle, or return the vehicle back to us.

  Business Response

  Date: 03/28/2025

  March 28, 2025

  Better Business Bureau:

  We are in receipt of your offices inquiry.

  We have been alerted that the complainant also filed a formal complaint with the State Department of Insurance with similar concerns.  
  
  Please be advised, to avoid duplication, we will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant. The concerns submitted to your agency will also be reviewed and addressed in their response to the complainant. We hope this is acceptable.

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

  Sincerely, 

  CSAA Insurance Group | Policyholder Relations | Corporate Headquarters 

  
  

• Initial Complaint

  Date:03/17/2025

  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.

  In October 2024 the insurance policy for my automobiles saw a rate increase. This was partially due to state-wide increases. Come to find out, after calling to speak to a customer service *** on 3/17/25, the milage allocation for 1 of the 2 vehicles was increased to ****** miles annually. The *** I spoke to said this was automatically updated based on a 3rd party adjustment. I was told that the mileage adjustment was also recorded in my renewal paperwork, and it was my responsibility to catch the adjustment and call customer service to have it corrected. My concerns with this are as follows:1. The vehicle in question averaged ***** miles annually since purchase (2019). They auto adjusted it to ****** miles 2. I am on record for calling in previous years and having the mileage lowered due to low vehicle operation.3. The documented change is supposedly nested in my renewal paperwork. I have yet to find it and there are 15 different documents dated October 2024. 4. The other vehicle on my policy is set for low usage and that was not auto updated to ******.5. The lower mileage adjustment was accepted but they refused to backdate the rate increase to October 2024

  Business Response

  Date: 04/02/2025

  April 2, 2025

  
  Better Business Bureau, Inc.

  
  Re: BBB File Number:23075840

  
  Dear Better Business Bureau, Inc.:

  Thank you for your inquiry. We have thoroughly reviewed the concerns raised by the complainant and are providing our response below.

  Our records show that on March 17, 2025, the complainant contacted our ****************** to inquire about his auto policy premium. Our agent reviewed the policy and discussed the factor of Estimated Annual Miles Driven, which is a mandatory component in policy rating in California. The agent informed the complainant that one of his vehicles was listed with an estimated annual miles driven of ****** miles. The complainant provided the current odometer reading,which indicated an estimated annual miles driven of ***** miles. Given that the vehicle is being driven less due to the complainant working from home, the agent made an accommodation to reduce the estimated annual miles driven to *****, resulting in a $131 credit.

  We provide our customers with an Annual Mileage Estimate Notice in their renewal package, which includes instructions on how to contact us. If a customer contacts us after the policy renewal date, as in the case of the complainant,the change is made effective from the date of the call. The document that shows the Estimated Annual Miles Driven is located on the backside of the Auto Declaration under the Discounts/Messages section.

  Should you have any questions or require additional information, please do not hesitate to contact us.

  Sincerely,

  CSAA Insurance Group Policyholder Relations Corporate Headquarters

  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23075840
  
  I am rejecting this response because:
  

  1. The adjustment in mileage was not warranted. While usage was up slightly in 2024, the average yearly mileage has been ***** miles. The adjustment done on the call also proved that the mileage on the vehicle is still well below the overestimated ****** that was applied.

  2. AAA should be contacting customers if such an increase in estimated mileage is going to occur knowing it will affect the customers monthly premium. It makes no sense to bump the mileage of the vehicle when there is sufficient historical evidence showing it is a low mileage vehicle. Why not take the latest odometer reading and adjust accordingly versus resetting it to ******?

  3. This increase was accompanied with other state-wide premium increases, making it less obvious as to the cause.

  4. In the 20+ years I have been with AAA, neither my wife or I have had this occur. We didnt realize this was something that was automatically changed without contacting us first. To clarify - contact meaning sending us an email, calling us, or sending it in the mail in an envelope that is clearly marked.

  5. As mentioned previously, it seems unreasonable to say the adjustment is included in the renewal paperwork when there are 15 different documents posted. Of those documents, a simple search did not yield any results for the note change.

  If the agreement here is that the process is formal and not changing, I would ask for a 1-time exception given the reasoning stated above  Prorate the charges and credit my account for the past months following the change. Now that I am aware at the questionable renewal paperwork, I will take extra caution when/if I renew with AAA in the future  

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

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  *** *.
  Better Business Bureau, ****
  
  Re:        BBB File Number:     23075840
  
  Dear Better Business Bureau, ****:

  We reviewed the complainants additional concerns to your agency.

  We reached out to the complainant and spoke directly with him today. We addressed the additional concerns presented and advised of the update we made to his auto policy.

  We will follow-up in an email to the complainant on the details of his account.

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

  
  

• Initial Complaint

  Date:03/15/2025

  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 Just tried to pay my auto insurance before it lapsed. I was 1 minute late. I was redirected to a *** to reinstate it. I have done this before on several occasions because I live paycheck to paycheck and that's an understatement. I have done this on several occasions in the past 36 months, ie 3 years and I have never had a problem. I give them payment all is fine. Well tonight at 12:03 am I finally get **** on the line who tells me according to ***'s policy I need to pay my full premium to reinstate my policy because I have done it more than once in 36 months, ie 3 years. I was beside myself. I told her I have done before in the past and it wasn't more than 3 years ago. So then **** tells me this has ALWAYS been their policy. This is wrong based on my experience. I had a similar experience inn terms of " This has always been our policy " last summer regarding my home owners insurance through AAA. The *** telling me that only 10% of my off site assets were covered. I have had their renters insurance for nearly 10 years and have spoke on the phone with a ***. The main reason that I enrolled in their Home owners insurance was for off site assets so I find it incredibly hard to believe that I woukd have agreed to a policy as such. So to recap I have not 1 but 2 AAA " agents " telling me " it's always been that way" [ btw **** has worked there for 3 years ]. That being said I want my Auto policy to be reinstated for $195.68 the premium for 2 months. As I have said before I have done this due too extreme financial hardship.

  Business Response

  Date: 03/18/2025

  Dear BBB:

  We are in receipt of your inquiry and welcome the opportunity to address any issues raised. Our records indicate that the complainant's policy has cancelled for non-payment twice in the past 36 months. As such, payment in full and proof of no expected losses is required to reinstate the policy. This information was provided to the complaint via phone call on 3/15 & 3/17.

  Unfortunately, we are unable to accommodate the complainant's request. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

• Initial Complaint

  Date:03/13/2025

  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 had my truck towed for my ignition lock the driver went underneath and messed with my gears to tow it so when I fixed my ignition and went to drive my truck now my transmission is messed up the gears change but it doesnt move while pressing the gas its not catching and the driver told them he went underneath my car and now they are telling me they are not responsible I filed a complaint with aaa and the tow yard neither one wants to solve the situation

  Business Response

  Date: 03/13/2025

  Please forward this AAA in ***********. He is their member.

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 12 2025 I spoke with customer service and asked to be removed from their physical mailing list for ************** partners and to have my home mailing address corrected to my PO Box.Everything was fine until this week when I once again received 2 mailings from their life insurance company sent to my home. I just tried calling (March 12, 2025) their customer service number, twice, and asked to speak to someone about being removed again. I was hung up on both times.

  Business Response

  Date: 03/13/2025

  We sincerely apologize that he still received mail from us.  I have been informed that he has now removed from all future solicitations. It normally takes 6 to 8 weeks to be completely removed.

  Sincerely,

  Lakshmi Pal

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

  Customer Answer

  Date: 03/19/2025

  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.
  Since this is the same thing told me back in January, I will retain a history of this complaint in case I need to refer back to it if I continue receiving unwanted solicitations.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/12/2025

  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.

  I moved over from Allstate to AAA insurance due to better rate. A month later I get a letter in the mail from *** stating that I dont have insurance and I need to show proof. If I dont do this in a timely matter I will have my registration suspended and need to pay to reinstate it. I spoke with AAA CSAA in **** and they said that they listen to the recorded conversation and I never told them my vehicle was out of state. I am confuse because insurances are connected to the *** TO COMMUNICATE. I am also confuse because Arizona AAA CSAA has no affiliation with California AAA CSAA. I did my research calling back and fourth. Well comes to find out AAA CSAA California wasnt able to insurance because of my out of state vehicle. My registration was suspended. I now have to pay for my registration. I had to go back to my old insurance ALLSTATE and they helped me out right away. I am a trucker so I keep my friends address in ******* for security reason. This was all of a waste of time and money. All I am asking for is a full refund its not that much. I still have to pay for the reinstatement fund, so for the convenient. I did wanted to be AAA CSAA customer but I couldnt. Thank you

  Business Response

  Date: 03/12/2025

  Dear BBB:

  The complaint was directed to CSAA Insurance Group, a AAA insurer in error. Please forward the complaint to ************* of Southern California for review and response. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

• Initial Complaint

  Date:03/03/2025

  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 spoke with a supervisor of AAA auto Insurance and I asked her 3 times is AAA going to cover the cost of the truck because I am only receiving a $4000 check.She said yes, I told her what if they come up with the second estimate and more work needs to be done.She said they are going to cover it. I told her. I dont want ****** collision center to start working on the truck and then *** decides to not cover the rest. She said no. *** will send them a second check to comlete the repairs. She assured me 3 times that *** will be coverying all repairs. The claims representative ***** ** called me this morning and tells me they are not going to pay for the vehicle to be repaired.They are going to claim it as a total loss. The truck has now already been taken apart and there is a cost to put it back together just so I can go pick up my truck. I am not.Responsible for this, the supervisor said it would be covered and now it's not And ***** ** sent me an email today March 3rd said I had to take the truck rental back today. This man was very demeaning to me.Put me down.Because I didn't understand some of the things that he told me He made me cry and I was shaking so bad because He kept demeaning me on the phone and bullying me over and over that I should know and understand what he said because I have went through a total loss on my own vehicle. He kept insisting that I should have at least some knowledge of what he just said. He kept bullying me over and over about what I should know about total losses. I explained to him that I am a nurse at trade and fo not understand anything about his job. I need my truck completely repaired and paid for as agreed.

  Business Response

  Date: 03/12/2025

  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 March 3, 2025. Prior to receiving the inquiry, we had been in touch with the complainant in regard to her concerns. We took further steps to accurately evaluate the value of the complainants vehicle. That information has been received, and we were able to proceed with the repairs to the complainants vehicle and have communicated this to the complainant.
  

  Sincerely,
  
  CSAA Insurance Group Claims Department

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23013114
  
  I am rejecting this response because: I did not receive an acceptance of repairs until today March 12. 2025 by ***, which is not the date AAA is stating and there is a descripancy on final pay out of the vehicle. The total final estimate amount from ****************************** is $8,543.86 not $7,037.67.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/12/2025

  Dear BBB:

  We are in receipt of the complainant's additional concerns. On March 12 at 12:16pm PST, we received a supplemental estimate for repairs. A payment was issued to the complainant for the additional monies owed at 1:10pm PST. 

  We welcome the opportunity to address any issues raised and now consider the matter closed. 

  Sincerely,

  CSAA Insurance Group Claims Department