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

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  CSAA

  150 Hayes St San Francisco, CA 94102-4710

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  CSAA

  1276 S California Blvd Walnut Creek, CA 94596-5123

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  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:12/12/2022

  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.

  My mortgage company, is ***** Fargo since around April of 2013. I've been paying my mortgage on time for about a year I had a program sponsor me and pay my mortgage. Pictures of academic on the city I mean cause my business down for a short amount of time and around September I believe last year 21 I was no longer on ***** Fargo modification for epidemic help I guess it came up they sent me a letter to ask me what's going on do I need modification again do I need another program I contacted them and spoke with the notification department and applied they sent me out documentation. Since September of **************************************** out documentation to fill out so I could return back in for modification. I faxed this information all documentations through Staples, my own fax machine, ***** ********** fax machine three times, I've mailed it out five times, I certificate melted twice and certified mailed it once. But yet I'm still constantly getting the same thing we didn't receive your documentation, we only received partial of your documentation, part of the documentation is unreadable, you didn't sign the tax form, ***** inside here and there, we need *****'s pay, we need your pay, it's always something it's never we had to documentation as many times as I sent it they have everything they need. I've been lied to when I've called them when they stated that them they didn't receive documentation I said it's funny because I have confirmation by ***** Fargo or by Staples or wherever I sent it through did you received it and then they'll say oh let me take a better look next thing you know that oh yeah we received only you know a few pages but everything is not here sure. It's overwhelming I've been trying to get a modification due to the systemic and due to everything that's going on at this time that's extremely overwhelming but ***** Fargo refuses to do so and they are portraying as though they are not and they're here to help me. my mortgage is roughly about let's say $800 a month I have an escrow account that I place property taxes and insurance in which brings my mortgage roughly about 11 to **** a month. Since I purchased my house in 2013 this is how it's always been so explain to me why ***** Fargo did not pay my insurance to my house my insurance canceled on me and ***** Fargo turned around and charged me for insurance which was like double the price that I was paying already they have yet to refund me back for that. I question why they said well we attempted to send a check out once it got returned back really one time and what was the reason why they returned it back we're not sure will call them do your job and send it back out and notify me. Yes they did not notify me at all I asked questions what is PT p i m i pure it all these abbreviations on my account that I pay for it's an extra insurance that I pay for on my account for my mortgage just in case something goes wrong I was told we don't know what those are okay. Have you received any notification any information about what I signed up for programs I'm waiting to hear back I was approved I'm just waiting for the distribution to come through we don't have we don't deal with that that's all you doing and you have to contact us about it okay ***** Fargo did not and choose not to cuz they had many many times I've called in that many times to talk to that many people to inform me that they had a program due to epidemic and if you need help not just the modification program but another one I found this out through the answering machine when I questioned it they said we don't know what you're talking about a question it again like on the third or fourth time a gentleman said oh well you're going to have to find out yourself cuz we can't get out any information on it okay. I signed up for housing to help, I signed up for keep your home of California, I also signed up for mortgage relief, three programs all three I got approved for I've yet to receive any type of distribution I sent the documentations of all of this days to day don't have anything. I have paid partial payments on my mortgage there's nowhere on my contract this is I cannot do that if I'm short one month I'll pay half of it or whatever I have to pay it the following month I'll pay the fee that I got for not paying the full amount and the remaining balance nowhere in my contract is does it say I cannot do this. right here is the reason why I feel like ***** Fargo is trying to take my house from me and steal it and leave my children and I on the streets, because I don't have a lot of finances coming in so every month I've been paying $500 as much as I can 5 to 700. ***** Fargo sends me back every single deposit I get them they send it back and says we will not take partial payment on your mortgage. This means my mortgage is further behind now, I have no money in escrow, for property taxes or insurance. Even if I made a partial payment the following month I make the same amount or a little bit more that's still full payment so why are they not taking my payments when I go there to make my payment nowhere does it say because I don't have it all my account that I cannot make a partial payment I've done this numerous times but all of a sudden now I can no longer do it. Neighborhood cells my house was listed as a possibility lean cell coming up soon I looked at everyone around here to see if there is this like that as well no one's assisted but mines. I also had strange people driving by my house slowly only my house did they drive by slow looking around if you actually came to the house then ask me questions and I was like no I'm not selling my house what are you talking about how did you get where did you get that information. One asked me no banks know nothing hands on hand I have all the cash what are you asking for it really I'm not feeling my house. Anywhere I go anything I try to do for my property I'm getting to ring around no one is helping me it's plumbing I'm a human being you should not do this to people I hurt my **** off to get what I have today I'm disabled now I have two disabled children are you serious right now why would you do this to somebody how cool can people be I don't know what else to do but to make this complaint I seek help. Also the program that I was on when it was over with they were closing down but they had a little funds for certain cases special cases they were going to do pay off with I applied for it I got accepted they turned the information that I had to do for payoff to ***** Fargo ***** Fargo they told me just wait for ***** Fargo to send you the rest of the information ***** Fargo sent me the documentation of them paying off my property I own my property the program paid it off but ***** Fargo acts like they did not. there's money that I just realized that **************** has not notified me or told me about and some of the account that now I can't see no longer it was with the ************** and now it's down that said that ***** Fargo owes me finances they said there's a trust account and it has finances in it for me I try to look it up again I can't ***********.

  Business Response

  Date: 12/13/2022

  Regrettably, we are unable to assist the insured with her mortgage payments and she will want to contact her mortgage company directly.

   

  Policyholder Relations
  

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

  CSAA Insurance Exchange

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18561310
  
  I am rejecting this response because:AAA is not informing you the truth they're fibbing to you this is one action that I mentioned on my complaint, there's multiple more they fail to give you any information about my vehicle that they had stolen and repossessed for me and did not provide a vehicle which they obtain the police report. they fail to give you information about breaking an entry into my business and to me saying that I was only covered for **** dollars and did not provide that even though that's not true, they also failed to inform you of the breaking and entering and destroying the property in my backyard which AAA is putting my family in harm's way in danger it was just raining and heavy winds my electrical power box the circuit breaker is completely wide open because someone destroyed it they tore it apart so my wires to my house are just open is something hit that my house to catch on fire is it possibility that we can get caught up in the house in a fire my children and I they are responsible if anything happens to my family and me cuz they put us in harm's way when I pay my bill I pay for my insurance and they choose not to cover it and lie about it, they also felt to inform you, about the fire claim that just took place that they choose not to pay out I mean what they want to provide I cannot get the kitchen done with I've gotten over three estimates by contractors and also by handyman that are referred through ****** and ********** will they give you a paper in the internet and they tell you where to go to get the information for those people anyways minimum I've been getting quoted ***************************************************** many places The light came down the microwave was on melted all up but I have no pictures so they are not going to provide like I purchased my house without lighting and microwave and I decided to melt my kids switch I mean in the phone let's get real here they're wrong for what they're doing plain and simple the wrong and it's not right this needs to be stopped and handled I am due back rightfully what I pay for did they even inform you that they kicked me off from being insured with them and said that the underwriter said that I'm not sure about my property is not but yet I was approved buy them coming to my house and also by the Internet by them looking them up on satellite yeah so explain to me all of this seriously they're wrong and they stole from me and that's not right.
  
  Sincerely,
  
  Silhouette *****

  Business Response

  Date: 12/15/2022

  December 14, 2022

   

  ************ -
  

  We are in receipt of ****************** complaint originally filed on December 12, 2022. In review of the complaint, we are unable to assist ************** as her concerns are not related to an insurance policy with CSAA Insurance Exchange. The documents attached reference a payment assistance program offered by her mortgage company. 
  

  At this time, we are unable to provide any additional assistance. We are happy to review any new information submitted by ************** specifically pertaining to her policies with CSAA Insurance Exchange. 

  Sincerely,

  Policyholder Relations - CSAA Insurance Exchange

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

   

• Initial Complaint

  Date:12/12/2022

  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.

  Had an auto accident. Insurance company said I was at fault. I disagree. They refused to look at any information. I want a fair evaluation. With an fair evaluation they would see that the other driver was driving recklessly. Pages of documentation were already submitted.

  Business Response

  Date: 12/22/2022

  Attn:  **********
  
  Re:       Complainant:*******************************************;
              Claim Number: ************
              BBB File Number: 18559856
  
  Dear Disputes Resolution Specialist:
  

  We are in receipt of your offices inquiry. We have reviewed *********************** complaint to your department which was submitted on December 12, 2022. After review of the claim and facts provided, we maintain our original liability decision. As the vehicle backing in a parking lot, you have the greatest duty to ensure the isle is clear before doing so. You have stated that the other party was speeding through the parking lot, however,you have also stated you did not see him. At this time, our original liability position stands based on the known details of loss.
  

  Should you have any questions or require any additional information please contact me at the number below. 
  
  

  Sincerely,
  
  
  ***************************
  Claims Supervisor
  ************

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18559856
  
  I am rejecting this response because: the response is nonsense. They refuse to look at any real evidence. I was moving backwards at 3mph as slow as an automobile can go. That's the only facts in the case besides he was moving forward clearly able to see me. I did not see him because I was looking back and forth from over my left shoulder then my right. It's like a person looking left, then right before stepping into the street only to be run over by a speeding driver coming from the left.    The other driver only had to look forward in his path. He did not! What could be less responsible then running into a car moving at 3mph when you are looking directly at it!  No horn beep, no nothing. He was speeding. Did anyone look for skid marks?  They have not looked at any information in the past and continue to refuse to look at the information available. Actually a representative told me this before gave them feedback and details.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/09/2022

  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.

  Cover by AAA ***** ***** Home Owner Insurance, I pay top dollars Full coverage on ******** C300, other ******** just liability, Home owner Over ******* everything is cover with exter plus I attain extra insurance. I fill Car claim, homeowners (twices) backyard-vandalize, office broke -N-, Kitchen Fire, Pandemic lost income help. AAA is lying about coverage, prolonging, stilling my coverage claim-claim, disrespectful, lies, prolongs claims, underbid, or how you call looping me to the same lady every time I make a claim sorry, award my claim they're not awarding my claims, because of the negligence the auto body shop that was going to repair my vehicle ended up stealing my vehicle and selling it a police report was obtained and made for stolen vehicle a received it and then failed to give it to my lender where now it's on my credit for the remaining balance of my vehicle which I have full coverage on gap insurance as well all they ask for was for the insurance company to give them the documentation so my gap insurance could cover the vehicle they refuse to do so. I want my claims looked-over and rightfully fulfilled. Covered they're trying to disclaim me by saying that I didn't have coverage on hand paperwork of all documentation claims online in my account have been deleted when requesting to speak with the supervisor manager refuses. Addresses me back to the representative ***** she is to handle everything and anything that has to do with me she is rude disrespectful biased, speaks to me as I'm dumb, unethical, bigamist, refuses my property on claim, and is prejudice. And now terminating my policy on when they were here around underwriteria states unaprove property after they came to home and approved. ***** removed all claims filed on my policy, there's know record or so they think. I need this deal with ASAP and won't aloud cleaning remolding of kitchen costing me, pops up when they want states I'm lying on my claim over and over.

  Business Response

  Date: 12/20/2022

  Date Sent: 12/19/2022 7:38:09 PM
  

  December 19, 2022

   

  Better Business Bureau, Inc.

  1000 ********, Suite 625

  *******, ** 94607

   

  Attn: **********

  Dispute Resolution Specialist

   

  Re:         Complainant:                               Silhouette *****

                  BBB File Number:                      18454856

   

  Dear *** L:

   

  We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.

   

  Below you will find our response.

   

  We have reviewed the (3) auto & (2) homeowner claims submitted by the complainant to us in 2021 and 2022. We have processed all claims appropriately. It should be noted, at no time was a claim ever removed from the policys record. We do show the (3) auto claims are listed with $0.00 payment. If the complainant has any outstanding questions about her claims, please have the complainant contact me.

   

  About her homeowners policy, on 11/09/2022, we placed the complainant on notice that we will not renew her policy for the upcoming term (starting 02/11/2023) due to an unacceptable and uninsurable risk (the overall condition of the property) per our Underwriting Guidelines.  We continue to stand on this decision.

   

  About the auto policy, our records show we cancelled the auto policy due to non-payment effective 11/23/2021. We show an outstanding balance of $282.15. This balance was given to our collection vendor for pursuit of recovery. If the complainant wishes to make payment, please have the complainant contact our vendor at **************.

   

  Should you have any questions or require any additional information please contact me at the number below. 

   

  Sincerely,

   

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

  Claims Supervisor

  Phone: **************

• Initial Complaint

  Date:12/05/2022

  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.

  This business has repeatedly ignored requests to delete my information in violation of the ***** I continue to receive mailings from them month after month even after four separate BBB requests to cease all contact. I dont want their products and they cant seem to understand that their solicitations are unwelcome and unneeded.

  Business Response

  Date: 12/06/2022

  I have been informed by our Marketing Team that record has been changed to reflect the address where mail has been sent and they have removed it from all future solicitations.  It normally takes 6 to 8 weeks to be completely removed.

   

  Sincerely,

   

  ***********

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

• Initial Complaint

  Date:12/05/2022

  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.

  Our car wouldn't start in the garage so we called AAA to have them come look at the problem and help us with a tow to the mechanic. I asked specifically whether we should wait until Monday as most mechanics were closed on Sunday and AAA advised us that they could drop the car at one of *********** in their network and they would look at it on Monday. When the mechanic called, he told us that the car was actually left on the street in one of the worst neighborhoods in ************* and subsequently had the catalytic converter stolen which cost us an additional $1,500 in repairs. Had we not listened to the advice of AAA, we would have waited until Monday to have the car towed to ************ and saved $1,500. I'm appalled by the lack of service and misguided advice that we received and ultimately cost us so much.

  Business Response

  Date: 12/20/2022

  We have contacted member and have agreed to refund $1258.35. Refund check has been ordered which member should receive with the next ***** business days.

   

  Sincerely,

   

  Lakshmi Pal

  ************.

  Customer Answer

  Date: 12/20/2022

  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:12/04/2022

  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.

  The reason for this complaint is because my husband and I were involved in a car accident where we were rear ended I went online to file a claim on November 16th 2022 it is now December 4th and I haven't heard anything from anyone regarding my claim. I've left email, and called numerous times and no one has contacted me yet.

  Business Response

  Date: 12/05/2022

  Dear Disputes Resolution Specialist:
  

  We are in receipt of your offices inquiry. We have reviewed ******************* complaint to your department which was submitted on December 4, 2022. We have made contact with the customer and resolved her complaint. Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,
  
  
  ***********************
  Claims Supervisor
  ************

• Initial Complaint

  Date:12/03/2022

  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 Thursday the 1st of December, around 12 noon, I called AAA *************************** to tow a friend's vehicle in ******* The driver (*****************************) whose phone number was ************ called me and said he is on his way 20 minutes later, and he asked me to TEXT HIM A PICTURE OF MY LICENSE AND MY AAA CARD I said I cannot have that on your personal cell phone, he said it's either that or I will cancel the order !!So I sent him the copies, as well as my name and who to ask for at the dealership.... (my co-workers at service department)I told the Driver to tow the vehicle to *********** (where I work as the Used Car Manager)he called me before arriving to ***********, and asked me, who do I ask for when I get there?I told him go to the service department and ask for either ***** or ****** he said,.. ******... is she hot?? I told him this is my work place and we all act professional there he said why are you so mad? is she your wife?? !!!!!!I said as I told you, we are all professional there and that is a work place as soon as he got there, he called me while he was with my co-workers and said what's your name again?? are you sure you work here?? nobody knows you here I told him I texted you my name already.... then I told him the name again he was EXTREMELY DISRESPECTFUL AND NON PROFESSIONAL I learned later that he YELLED at my friend who is a 58 years old man, my friend was trying to grab his jumper cables, then ****** told him, get away from the car, it's my responsibility right now I called AAA and asked them if they do any kind of background checks on their employees prior to hiring them... and they said they do, but I highly doubt it

  Business Response

  Date: 12/12/2022

  We have addressed this with the contract station management  and they have assured us that corrective action has with the driver.  They also sent their sincere apology for any inconvenience. 

   

  Sincerely,

   

  ***********

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

  Customer Answer

  Date: 12/12/2022

  a slap on the back of the hand is never enough when it comes to data release issues, This is a serious matter,

  since now the driver has my residency and my work information (copy of my ID)

  I need to know and assure that my information was NOT saved anywhere, nor misused...

   

  I do appreciate the apology, but to make it right it has to be something that has a value, since I have had a bad experience in a service that I have paid for

   

  I don't think it's too much if I get an exempted from this service fees at my renewal time that is coming up ! (AAA Premier Roadside Service)

   

   

   

   
  Complaint: 18520277
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********

  Business Response

  Date: 12/13/2022

  Driver asked for the ** since the member was not present at the time of service. 
  This is common practice for stations on proxy/unattended tows to make sure they are not stealing the vehicle.   
  Technically the driver should have just canceled the call until the member could be present with the vehicle.  
  It has been confirmed with the driver and owner that the member's information was deleted from his phone once the call was completed. 
  
  
  Please make sure the member understand moving forward they will need to be present at the time of service. 

   

  Sincerely,

   

  ***********

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

  
  

  Customer Answer

  Date: 12/13/2022

  I understand this part now, although I will still have my suspects in any data release because no one else has my license

   

  now I had another part of the message which was the main problem, that the driver has been disrespectful, and I was not satisfied with the service that was provided and he did disrespect my friend (the car owner) and my co-worker

   

  and I did mention in the previous message that it is not too much if I ask for the Premier membership renewal but I am not sure why this part was not covered in the answer of the message
  

  Complaint: 18520277
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:12/02/2022

  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 recently was informed by an employee of ***'s towing in ************ who is a partnership with *** roadside service that there's many unlicensed drivers conducting roadside assistance and driving roadside cars with the *** logo on the side -*************************- a current employee, is unlicensed,I just am concerned that there will be an accident because the drivers who work there drive extremely fast, it's dangerous.

  Business Response

  Date: 12/23/2022

  We want to thank Ms. ***************************** for bringing this to our attention.

  
  We are addressing this with the management of the contact station.

  
  Sincerely,  

   

  Lakshmi Pal

  Member Relations

• Initial Complaint

  Date:11/30/2022

  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.

  Our 2019 **** f250 had hood damage from falling debris in September 2022, AAA refused to allow us to use factory parts for replacement to have is fixed even though I was told twice by their own reps that we can get OEM parts. Now the person handling my claim is saying that AAA only allows for OEM parts if the car is under 3 years old, our truck was bought in January **************************** March of 2019 making it 3 years and 8 months. I can understand if the truck is 10 years old but this is a false advertising bait and switch.

  Business Response

  Date: 11/30/2022

  Hello -

  Regrettably, we are unable to assist as this is a ***** policy. Please redirect to the correct AAA Club.
  

  CSAA Policyholder Relations

   

• Initial Complaint

  Date:11/25/2022

  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.

  My policy is under my maiden last name ****** and also my husbands name. I have been trying to cancel this policy for over a year. They told me before I could not cancel the insurance to go through the *** and *** kept sending me back to them. Finally after me being transferred to multiple people someone from my local *********** ** office finally spoke to someone at CSAA and they setup for my account to auto cancel out at the end of my policy. It did NOt and they billed my mortgage company over 800 and it raised my mortgage. I went to *** again and they said they contacted CSAA who told them that it the order was put in to cancel it properly but the system did a redo on my policy which closed my old policy and opened a new one and that caused an error. They assured *** it would be corrected and I would be refunded since it was an error on their end and this was in October and I still have yet to receive anything! I have been trying to cancel this for over a year and i was billed again on csaas error which caused my mortgage to go up and I want my money back either refunded to me or my mortgage company and my account cancelled! I already had a new insurance company and paid a year in advance! Also, I didnt even receive a renewal notice until today 11/25! And it was dated for 9/30! I received notification from my mortgage company months ago and have been trying to get this fixed since October between myself, *** and Csaa

  Business Response

  Date: 12/05/2022

  Dear Disputes Resolution Specialist:
  

  We are in receipt of your offices inquiry. We have reviewed *********************************** complaint to your department which was submitted on November 25, 2022. After receiving supporting documentation, Ms.******** ***** policy was cancelled as requested. She will be receiving a policy refund in **** business days.
  

    
  Sincerely,
  
  
  CSAA Insurance Group Policyholder Relations Department

  Customer Answer

  Date: 12/12/2022

  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,
  
  *********************************