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.
121 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: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
Initial Complaint
Date:02/24/2025
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.
This whole issue is a simple one. They cannot follow through with their promises just on a simple fact that I can access my account online. It is ridiculously simple but it amplifies the fact that they cannot just fulfill basic customer service.I have called, I have chat their agents and they all can see my history and my request to check on my account online. They can even reach out to the agents to check on the status of my request but it always comes back to. Please give us 3-5 business days while we open a new ticket for you. They will not follow through, so when it doesnt work, we the customer have to call back to be put through the exact same cycle. I have had enough.
Business Response
Date: 03/10/2025
March 10, 2025

Better Business Bureau, Inc
PO Box 218
*********************

Re:       Insuring Company:    AAA Life Insurance
              NAIC Code:             71854
              ID Number:              22983549
              Complainant:           ****** ****
              Insured:                    ****** ****

Attention:*** L, Disputes Resolution Specialist

We are writing in response to a complaint Ms. **** submitted to the BBB. We understand she was having issues logging in to the E-Services website and is disappointed with the time it has taken to resolve the issues.
Our records show on January 27, 2025, we merged Ms. ***** previous online profile for with a new profile when she applied for new coverage. Unfortunately, one component of the merge from the old to new profile was missing. Her profile was updated with the missing component.
On February 24, 2025, she advised the previous fix did not solve the issues and she was still having issues logging in to E-services. We opened an IT ticket to determine how to resolve the issue.The IT Department determined the reason she was unable to login to E-Services was the inadvertent removal of the party ID from the registration record. The IT Department added the party ID and was able to login her account without any issues.
We have apologized to Ms. **** for the issues she had logging in to E-Services and want to assure you we take her concerns seriously.
We appreciate the opportunity to respond. If there are any questions regarding this matter, please contact me directly at **********************
Sincerely,

**** *********** FLMI, HIA, ACAMS
Compliance Specialist III
AAA Life Insurance Company
Initial Complaint
Date:02/17/2025
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.
Unable to get refund check replacement mailed to ***********************************Can also mail to ********************************* if it helps expedite replacement check.Refer to original check number *******
Business Response
Date: 03/05/2025
March 5, 2024
Better Business Bureau/******** *.
We received the customer's complaint. Below is our response.
Our ********************* reported that this $71 check was reissued on 02/28/2024 and cashed on 05/09/2024.
If you have any further questions or concerns, let us know.
Sincerely,
Policyholder Relations
Corporate Headquarters
CSAA Insurance Group

Customer Answer
Date: 03/06/2025

Complaint: 22953702

I am rejecting this response because:
I would like a copy of the check front and back. Plus a number to call to resolved other checks?
Sincerely,

****** *******
Business Response
Date: 03/11/2025
March 11, 2025
*** *.
Better Business Bureau:
Per the additional correspondence received from the complainant, attached is a copy of the front and back of cashed check.
The complainant also asked for our ****************** phone number, ****************/7.
If there are any further questions or concerns, please let us know.
Sincerely,
CSAA Insurance Group - Policyholder Relations

Customer Answer
Date: 03/21/2025
The phone number provided by CSAA is not a good number. I called that number and the representatives that answer that number claim they cannot handle these types of inquiries.
******
Business Response
Date: 03/21/2025
March 31, 2025
*** *.
Better Business Bureau:
This matter was addressed. Our records show the BBB case was closed on March 18th.
A copy of the front and back of check was presented.
If there are any further concerns, please let us know.
Sincerely,
CSAA Insurance Group - Policyholder Relations
Initial Complaint
Date:02/12/2025
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.
Triple A sold me a vehicle insurance for ******, my vehicle was stolen but it is now recovered. It is being held in another country. Thus far no expenses like flights nor hotels have been reimbursed due to policies that were not explained to us, as well not being able to communicate with the insurance majority of the time. Upon returning to the country, I went with the person who sold us the insurance at triple A & explained that the insurance they sold us does not want to answer our questions about coverage nor can we contact them half the time. I asked if they can explain the *************** responded by saying, they don't know any questions I have must be asked to the insurance over the phone which does not answer my questions.
Business Response
Date: 02/13/2025
Hello:
We are in receipt of the insureds complaint however we will need additional information to determine if this is a Northern California - CSAA insured. Can we please have a claim or a policy number?
Sincerely,
CSAA Policyholder Relations

Business Response
Date: 02/20/2025
This the response we received from the insurance company.

The policy associated with the claim is the one attached above as a PDF. The correct policy number is MXF ******** under the name **** ******* ******** ***** Jr.
GNP has informed the insured of the necessary steps to proceed with the claim. As the legal owner/s of the vehicle, they are required to return to ****** to facilitate the vehicle's release and continue with the claim. According to the carrier, the insured has not cooperated so far. I am attaching the email from the claims analyst for reference.

Regarding the client's comments about flight and hotel reimbursement, Mexvisit has already been assisting the insured (email above) where they request information/documentation needed from the policyholder.
Initial Complaint
Date:02/11/2025
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.
Date of Transaction: 02/11/2025.I have been a member of *** for 43 years. I paid my annual membership fee for 43 years. The business committed to provide me with towing, fuel, and other services. The nature of the dispute is that *** did not provide me with the towing service I requested. The business would not arrange for pick-up of my vehicle after calling many times. The business did not call me back. I only received text messages after waiting for hours, and the text messages were inaccurate. The last several times I called AAA for a tow and/or other service, the estimate for their arrival was several hours later because they did not have a driver in the area. ****, ********** is a small town and if *** cannot employ drivers to assist their members in ****, they should not offer this service. I had to pay another towing service to tow my vehicle because of AAAs refusal to set up a tow for me. The service *** provided many years ago was good but in the last 3-4 years their service has gone downhill. They should not charge people for a service they cannot provide in a timely manner.
Business Response
Date: 03/12/2025
Hello,

Our records indicate that a check in the amount of $100.00 was sent and cashed.

Sincerely.
Initial Complaint
Date:02/07/2025
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.
we got into an accident 9/9/24 and on my insurance policy, AAA paid $900 and I have to pay $900 out of pocket for the car rental and we were advised that we have to send them the receipt of the rental and they will reimburse us for the $900. but months passed we've been contacting our adjuster but doesn't respond nor answer his phone anymore. as you guys can see it takes months before the adjuster responds back to us and now we can't get a hold of him and doesn't respond to our emails. adjuster's name is:******** ****** he is a senior claims adjuster at CSAA.
Business Response
Date: 02/10/2025
February 10th, 2025

Better Business Bureau, ****
PO Box 218
********************

Attn: *** *.

Re: BBB File Number: 22910889

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 contacted the customer and provided him with information on how to request reimbursement of the out-of-pocket rental expense from the at-fault insurance carrier.
Should you have any questions or require any additional information, please let us know.
Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:02/06/2025
Type:Sales and Advertising 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 2024 reported a car accident with the company they state that they had asked me if I had car seats in the car at the time I really was confused and I stated no because I thought they asked if the car seats were being used, I told them no. Couple months later when my brother told me that I can get reimbursed for the car seats I then went back to my claim and was trying to have a refund with the company. I was told by them to provide proof of purchase and show them my car seats and I did show them the car seats I had in my car, they are disabled car seats for my brothers kids. Later on when the specialist **** had called me she was asking me all different kinds of questions and I verbalized to her that I was disabled and all I wanted to know was if they will be able to refund me for the car seats or not. She then brought her supervisor in, and he stated that because in California they dont need to replace car seats, he didnt want to reimburse me because the car seats were worth more than my Car. All Im asking for is a reimbursement for the car seats. I didnt appreciate that I verbalized. I had a disability and they still continued to ask me questions about my claim that had already been filed. I tend to forget things and this made me feel very uncomfortable.
Business Response
Date: 02/14/2025
Dear BBB:

We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. After a thorough review of the claim in question, the complainant has provided no evidence to substantiate the return or disposal of the original car seats and has only submitted receipts for replacement car seats. We have carefully considered all the details and our position remains unchanged.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 03/06/2025
I had filed a complaint through the BBB on February 7. I was waiting for a response and I just saw now that the company responded on February 14. I did not get a email about what the company had responded but originally I had filed a complaint because they did not want to approve me getting paid back for the car seats that I had to replace due to the accident that I had back in July 2024 they are asking me to provide proof that I disposed of the chairs and I dont understand why they would need proof that I had gotten rid of the old car seats when I did provide them proof that I had to buy new car seats I feel like they are telling you guys that its because I didnt provide enough proof, but they did not say that to me on the phone. They stated to me that the only reason they couldnt pay me for the car seats is because the car seats were worth more than how much they had paid out for my car itself which was 4000 and the car seats were *************************************************************************** to settle this because I just feel like they. Took advantage of my disability and are not being fair . Regardless the car seats in my car had to be replaced.
Business Response
Date: 03/07/2025
We are in receipt. Again, after thorough review of the claim in question, the complainant has provided no evidence to substantiate the return or disposal of the original car seats and has only submitted receipts for replacement car seats. We have carefully considered all the details and our position remains unchanged.

Sincerely,

CSAA Insurance ***********************
Customer Answer
Date: 03/07/2025

Complaint: 22910625

I am rejecting this response because:
what the company is saying is that they need proof that I got rid of the old car seats I was told by the PD that I need to replace the car seats because they were involved in the car accident yes, the manufacturer of the car seats stated that they do not replace car seats unless they are at defect during the purchase, even though the car seats were not at defect when I purchased them the old car seats were involved in a car accident and I was told to get rid of them, the police officer told me to cut the straps and to get rid of them in the recycling and to just provide receipts with the new car seats. I feel like this business is just not wanting to accommodate me because they had paid me out for the car and I was told by one of their supervisors because the car seats that I purchased were worth more than how much they had paid me for the car damages they couldnt , help me with reimbursing me for the car seats. I dont believe that when you go recycle some thing they provide you proof of recycling or anything its going to the garbage. I dont know what else I can provide Proof of purchase and even show you the receipts from the old car seats and where I had to replace them from

Sincerely,

******** *********
Initial Complaint
Date:02/05/2025
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.
*** and its affiliate organizations refuse to stop sending physical mail advertisements. I've called every department I can reach, made a request under CCPA. Every person on the phone assures me I should not be receiving any more mail but it comes weekly. Life, home insurance, security systems. Things unrelated to my membership. Forced me to call to cancel my membership despite signing up online.
Business Response
Date: 02/04/2025
Please forward to ********* NCNU at ************************** for review/response. **********************************************
Business Response
Date: 02/05/2025
Member has been removed from all future solicitations. It normally takes 6 to 8 weeks to be completely removed.
We are refund him $114.99 (the amount he paid) He should expect to receive the refund check within the next ***** business days.
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 02/05/2025
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,

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

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CSAA is NOT a BBB Accredited Business.