Business Profile

Auto Insurance

CSAA

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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 2025

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

359 total complaints in the last 3 years.
112 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:11/24/2022
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 November 3 2022, my daughters car broke down and we had to get it towed. Called Triple A and when the tow truck driver arrived, we showed him that the control arm was cracked but still attached. ******** also verified before the tow driver even arrived so we would point it out to him. When the car arrived to the mechanics shop, the control arm pulled and snapped all the way off causing all bearings to fall out, which costed more out of pocket cost for me. The driver for Triple A unproperly towed the car without any precautions for it not to snap and cause extra cost of repair. Called Triple A to put in a claim in, which is *******. I have called 5 times to ***************************, who I am told is responsible for my claim. She returned my call once (I called twice since then). Her phone number is **********************. It should have been a very simple fix to reimburse me for the $372.00 minue what we were quoted ($140-$150).
Business Response
Date: 11/28/2022
Dear **********
This complaint was routed to CSAA Insurance Group in error. Please forward to the appropriate AAA Club for review and response.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 11/28/2022

Complaint: 18459569

I am rejecting this response because: I can not get in contact with **************************** She has not returned any of my calls/messages. The claim number AAA assigned to this is 4969131. I can not get anyone to communicate with me to be given the location or contact which AAA to report. I only have the ***** number and (supposedly *************************** number of ************. Whoever responded to this from BBB needs to give the correct information or contact information to report to BBB. I would be happy to receive *************************** supervisor contact information as well.

Sincerely,

***********************
Business Response
Date: 12/08/2022
Dear **********
The employee listed in the response is not an employee of CSAA Insurance Group. As this matter is unrelated to CSAA, a complaint will need to be filed with the correct AAA Club.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:11/22/2022
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 called to cancel my insurance the customer service representative told me it was cancelled successfully. I started getting calls and mail saying that I owe money. Every time I called AAA and told them what happened they always hang up on me.
Business Response
Date: 11/30/2022
November 30, 2022

Better Business Bureau, ****
1000 ********, Suite 625
*******, ** 94607

Attn: **********
Dispute Resolution Specialist

Re: Complainant: ***************************
BBB File Number: 18454856

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response.
The policy had a one-year term which began from 04/30/2021 to 04/30/2022.Our records show the auto policy was cancelled by us due to non-payment effective January 12, 2022. There is an outstanding balance of $1,222.74. In March 2022, we sent the account to our collections vendor. The vendor is currently pursuing recovery.
In the inquiry to your Agency, the complainant wrote that she cancelled the policy. We do not show record of a cancellation request from the complainant. If the complainant can provide documentation to support a new policy was opened with another insurance company or the vehicles sold, we can review for consideration. The complainant may contact the undersigned for submission instructions on this process.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

*****************************
Policyholder Relations
Corporate Headquarters
**************
Initial Complaint
Date:11/22/2022
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 11/19/2022, I called *** regarding the benefits for my BMWxi 2016. Sales person assured me that battery replacement services for this car are in the contract. The same is on *** website. When I needed a replacement battery, *** was not able to send it to my location. Then Supervisor *****************************, sent me to the *** service center at ****************************************************************************, 75 miles away from where I am in **********, On 11/21, I called ******* center. Two techs refused to deal with my car, and kicked me back to ***. A supervisor called ******** again sent me to a local *** retailer Napa, which is supposed to install the battery. They do not, and so doesn't another *** approved shop in town, ******. Consequently, in a radius of 100 + mi from **********, where I live, there are no *** installation of batteries for BMWs. The info on the website as well as all info I got from *** reps is a lie. Notably, batteries are available, it's just that techs do not know how to install them! Out of pocket cost of labor for replacement the battery in the third party shops is ca. $250, and the battery also costs another $250 (as opposed to $170 under *** membership contract). ********* said that if her referral doesn't work, I should call supervisor line again (adding another 30 min to already spent 4 hours of talking to 8 other agents). This time I spoke to supervisor **** and asked to escalate the case beyond supervisor group. ****, another "supervisor" who picked up the line, blatantly refused to do so, saying *** is under no obligation to provide battery services. Since this is not what they say on website, and not what I was told by the sales person and by *** and ********* (who were sending me to *** centers on the assumption they can do the installation), I am asking for refund of the costs of labor for outside battery replacement and the difference in battery costs. I will have the bill ready by 11/23 (after service is done by external provider) and will upload it then.
Business Response
Date: 12/13/2022
This member stated that she will "I will have the bill ready by 11/23 (after service is done by external provider) and will upload it then"

We have left her several messages with no response. Also nothing has been uploaded for us to review and address.

Sincerely,

Lakshmi Pal
Customer Answer
Date: 12/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The resolution is, of course, unsatisfactory for me, but this is not your fault. The way your query was treated, i.e., by "no response" just confirms the essence of my complaint. What is the public access to these files? I will refer to this on my social networks.

Sincerely,

*******************
Customer Answer
Date: 12/14/2022
In response to your present query: I already wrote you three times that I got no messages from AAA *************************. Perhaps, they disappeared, perhaps, she never called - I do not know.

I will email you the bill from the shop in a couple of hours. There was no point in posting it earlier because the AAA was silent.

****
Customer Answer
Date: 12/14/2022
Please see the attached.
Here is the bill from the autoshop, as you requested.

AAA needs to refund the costs of the labor, and the excess of the market price of the battery which they were supposed to provide according to info on their website and several conversations with their reps.

Please ask their specialist not to call ************. Looks like messages on that voice mail disappear. Use ************. THey can text me at this number.

****
Business Response
Date: 12/16/2022
We have talked with member and will pay her membership dues when it renews in October 2023 in the amount of $94.99. We will also refund her $138.00 for the labor cost to install the battery.
She should expect the refund check with 15 to 20 business days.

Sincerely,

Lakshmi Pal
************

Initial Complaint

Date:11/19/2022

Type:Service or Repair Issues

Status:

Resolved

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.

To Whom it may concern,I am so sorry I had a membership with AAA. I was a member for two years. On the third year due to health problems was not able to afford a membership. Well AAA has not left me alone despite me asking to be removed from all lists multiple times. I was getting mail every three days from this company. Then it was phones calls. One day I received a phone call then an email. That was about the fifth time I told AAA to stop bothering me. Now two months later I 'm getting mail again bothering me to come back! How can I once and for all be taken off the list from hell?

Business Response

Date: 11/21/2022

We have removed her information from all future solicitations. Itn takes 6 to 8 weeks to be completely removed.

Sincerely,

Lakshmi Pal'

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

Customer Answer

Date: 11/21/2022

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:11/18/2022

Type:Service or Repair Issues

Status:

Resolved

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 would like to expose CSAA for unfair/ deceptive practices, falsifying records, and posing a risk to consumers via intimidation and fear tactics. I pay $2600 a year for AAA homeowners' insurance. Never have I ever filed/ made a claim, until recently. I had a legit claim that they blatantly denied.Last week I found water dripping into the kitchen (downstairs) from above where the upstairs bathroom is. When I ran upstairs, the bathroom floor/ carpet was soaked, and lifting up at the corners. I couldn't find the source of the leak. I called AAA with this problem. The person who was assigned my case was ****************** (case # ****-91-5789). She was rude, obnoxious, and quite intimidating. She told me to get a plumber since my policy doesn't cover plumbing, it only covers water damage; to which I replied that I have water damage from the leak. She finally agreed to send out one of AAAs restoration services to take a look. The technician who came to inspect took pictures of all the water damage, warped carpeting, mildew setting in from the moisture etc. He even took pictures of the downstair ceiling where the water had dripped through and discolored the ceiling. Before he left, he told me not to use or touch anything in that particular bathroom (especially the place where it had started to mildew). He said he was going to file the report with all the pictures, and request AAA send out a Leak detection company to see the source of the leak as he couldn't tell. He also said that insurance company should have the area cleaned and the carpet replaced. I called AAA today to follow-up. I was rudely told by ******* that she's denying my claim. When I asked her if she read the report, she became very upset and HUNG up on me. I was shocked!! Who behaves like this? What happened to the "real report". I do realize that SERVICEMASTERs Restoration works for AAA. And I also realize that AAA probably has no problem with an employee like ******* who save them $$ by denying claims.

Business Response

Date: 11/28/2022

Better Business Bureau, ****
1000 ********, Suite 625
*******,** 94607

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

Re:       Complainant:Faryat Ali
            Claim Number: ************
            BBB File Number: 18432651

Dear Disputes Resolution Specialist:

We are in receipt of your offices inquiry. We have reviewed *********** complaint to your department which was submitted on November 18, 2022. I have provided the information you requested below. We reviewed the claim file immediately upon receipt of this notification and determined that the policy does provide coverage for the water damage. We advised our insured that coverage is in order and we are taking additional steps to determine the source and extent of the damage in order to resolve the claim. We value our CSAA members and sincerely regret the service experience that ********** encountered. We are committed to upholding our standards of customer service and to restoring our members confidence in CSAA.

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

Sincerely,

***************************
Sr. Manager, Homeowner Claims
**************

Customer Answer

Date: 11/30/2022

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,

Faryat Ali

I highly appreciate the BBB/ and its employees.

I am awed at how professional/ hardworking, and efficient BBB is!!

BBB helpfulness to the public is unsurpassed!

Initial Complaint

Date:11/16/2022

Type:Service or Repair Issues

Status:

Answered

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.

Yes I called AAA on Oct 28 to make my monthly payment upon doing so the system said there was no payment due at this time . Their had to be a glitch in there system unbeknown to me. Someone hit my car from the back and flee from the scene the attending officer advised me to report the accident upon doing so I learned from the adjuster I was covered I called policy and they confirm and I payed my October payment and was told I was in good standings and I wasnt reported to the *** as a none payment in which I live in Nevada that has the highest penalty for over lap so AAA didnt help me and the system gave me wrong information

Business Response

Date: 11/21/2022

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

Re: Complainant:****** Baker
BBB File Number: 18413285

Dear Disputes Resolution Specialist:

We are in receipt of your offices inquiry. We have reviewed ******************* complaint to your department which was submitted on November 16, 2022. I have provided the information you requested below. ************** was issued a renewal bill on 9.21.22 with a total payment due of $728.43. Of that amount, $340.42 was past due and payable prior to 10.11.22. On 9.28.22, payment was made to satisfy the past due balance of the current policy term. On 10.15.22, a cancellation notice was sent via email to the email address on file. In addition to the email notice and per regulatory guidelines, a notice of expiration was mailed to the physical address on file. The notice explained that $388.01 was due by 10.26.22 to avoid a lapse in coverage. An amount due was not provided on Ms. ****** 10.28.22 call to our IVR because the policy was no longer active, per the expiration notice. Upon contacting our ************** on 11.14.22, Ms. ****** policy was reinstated with a lapse in coverage. The policy is currently active. However, ************** is subject to Nevada DMV penalties for the lapse in coverage.

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

Sincerely,

CSAA Insurance Group Policyholder Relations Department

Initial Complaint

Date:11/09/2022

Type:Service or Repair Issues

Status:

Answered

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 homeowner and claimant had a bathroom plumbing issue that caused her to have extensive water damage affecting her entire home. We filed a homeowners claim through AAA Insurance Group, and *******************, **** (WDR) was assigned by AAA to complete the mitigation, and repairs. We were told by both WDR, and AAA that the estimated amount of repairs could take approximately two to three months to complete. From the beginning, WDR and AAA have been very difficult to communicate with, and the full scope of repairs have yet to be complete. WDR has proven to be avoidant, unprofessional, negligent, and dishonest. I have asked AAA several times to please assign another vendor, but they refused, only offering mediation through CCA ****************************, which has so far, gotten us nowhere. On 11/1/2022, a botched plumbing installation in the kitchen failed causing a flood and the newly renovated kitchen to receive water damage, yet again. WDR came back and dried the affected areas, but neither AAA or WDR are accepting liability for these new damages. AAA says that this particular installation was not outlined in the initial repair estimate. WDR agrees with this saying this installation was only a courtesy, and other than drying the affected areas, they have done their part. We want both parties to be liable. We are asking for a third party inspection of all repairs needed for new water damages, and replacement and/or compensation for those repairs. We want the remainder of all repairs left on the initial claim to be done by a different vendor to include replacement of all subpar repairs already performed. All in a timely manner.

Business Response

Date: 11/18/2022

Better Business Bureau, ****
1000 ********, Suite 625
*******,** 94607

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

Re:       Complainant:*************************;
            Claim Number: ************
            BBB File Number: 18382933

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed ********************* complaint to your department which was submitted on November 10, 2022. I have provided the information you requested below.
We were not aware of the additional damages and concerns until we received this complaint. We have since inspected the property with a new contractor and are in communication with the member to ensure resolution of all outstanding repairs.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

*************************
Senior Manager, Homeowner Claims
************

Initial Complaint

Date:11/03/2022

Type:Service or Repair Issues

Status:

Answered

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.

Hi Please read everything carefully. And only a phone call, please. Preferably, from an older man. I believe you are the owner of Mobilitas, that helps passengers, in Lyft accidents, in ** state.I was a passenger in a Lyft accident, that is well documented. I am polite and easy to work with.The driver let me out in the middle of the busy street. He caused another car, to slam into the side of his car right next to me. Your company, at first, was polite to me, then later, angrily offered $1,000 out of what was then, easily 100 times, that amount. Now, with loss of income, medical pain, duress, loss of consortium, etc, it is a few hundred thousand dollars. I ask okeset, to call me. I have a perfect rating on Lyft.Thank you I will provide you with all information, over the phone only.

Business Response

Date: 11/08/2022

Dear **********

We are in receipt of the complaint to your office. Upon review, the complaint is not related to a CSAA Insurance policy. We have forwarded to the appropriate company for review and response.

Sincerely,

CSAA Insurance Group Policyholder Relations Department

Initial Complaint

Date:11/02/2022

Type:Service or Repair Issues

Status:

Answered

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 incident Sept 23rd 2022 I was involved in an auto collision in which I was not at fault. I filed a claim with AAA insurance and my claim was transfered to a claim adjuster. I was directed to take my car to 2 body shops to get an estimate of damage. The first body shop referred me back to the *** representative who then referred me to the second body shop. The second body shop wrote an estimate of ****** and advised that candy paint on a custom car is not matchable and a whole spray job of the entire car would have to happen. The claim adjuster does not want to pay me according to the body shops estimate and stated he is using his best judgment to estimate less than ***** which also includes deducting the 500 deductible which is incorrect. The claim adjuster is refusing to honor the body shops estimate stating that it is not an approved *** shop when the claims specialist referred me to that shop and stated that if I got an estimate they would send me a check for the estimated amount. The claim adjuster is refusing to honor the estimate. I would like to dispute this and file a complaint against the claim adjuster handling my claim and be paid a check amount of ******.00.Claim adjuster stated that he contacted a few body shops and was advised that the whole car would need to be painted since you can't match custom candy paint. Claim adjuster then advised me that he is not willing to pay for the whole car to be sprayed ,only half of the car which is unacceptable.

Business Response

Date: 11/07/2022

11/7/2022

Better Business Bureau, ****
1000 ********, Suite 625
*******, ** 94607

Attn: **********
Dispute Resolution Specialist

Re: Complainant: ***********************
BBB File Number: 18346338

Dear ********:

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

Below you will find our response concerning this matter.

We have reviewed our claim file and the payment made toward the complainants car repairs. This was a lane change situation with no witnesses or a police report to help prove one partys version of the loss over the others. At this moment in the investigation, the deductible applies. The deductible applies until we can either reach an agreement with the other carrier or prove our case via ******************. We will continue to keep the complainant updated on the deductible.

Concerning the repair payment, the complainants vehicle sustained an impact to the right quarter panel of the car. Based on our research, with local shops and the local paint supplier,we agreed to paint the entire side of the complainants Impala as well as the decklid to ensure color match based on their input. A supplement payment was issued to the complainant for the adjusted estimate on November 3rd, 2022. Also, we let the complainant know that we will work with any shop the complainant chooses once he drops his vehicle off for the repair.

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

Sincerely,

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

Sr. Claims Supervisor

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

Customer Answer

Date: 11/18/2022

I am writing in response to the following claim I filed that has not been resolved. I was unaware of the email that was sent until today so I'd like to request that my claim be re-opened so this matter can be investigated further.

In response to the information provided to you by Sr. ****** Supervisor ***********************,I would like to provide a detailed explanation of the communication between myself and *** claim adjuster ********************* and **************************

Once I reported the accident to *** I was connected with ************************* and was told that she would be assigned to my claim. I spoke to ***** and ***** assured me that she spoke to the other party's insurance company. ***** advised me that if I am seeking a payout on this claim, I would need to take the car to a *** body shop for repair to get a quote. ***** sent me to ******** Bridge Collisions located in ******* **. to get a quote for ************ I arrived at ******** Bridge Collisions, the person in charge advised me that he received the assignment; however, he told ***** that he is unable to make the repairs because his autobody shop does not work on classic cars with custom candy paint. The person in charge told me when I arrived that ***** gave him a message to tell me to take my car to KJ's AutoBody Repair because ********** Collisions does not work on classic cars. I made arrangements to take my car to **'s AutoBody for the quote. The person in charge at KJ's AutoBody Repair provided me a quote of ********* and specifically told me in order to repair the car they would need to fix the damage and respray the entire car because it is not possible to match custom candy paint. KJ's forwarded the quote to *** and I also provided the quote to *****. The following day I reached out to ***** to follow-up with the claim and she provided the information to ***** and she told me that the quote was too high so it needed approval. I asked to speak to ***** regarding the quote and ***** transferred the call to *****. When I spoke to *****, he told me that *** would not pay that amount because the quote was too high. ***** went back and forth with me and told me he was going to call a few shops so he could get a quote himself and check how much it would cost to repair damages and paint my car. ***** told me when he called, a few shops they told him the same information which was they cannot match custom candy paint and that they would have to respray the whole car. I explained to ***** that I prefer to have *** send me the check for the amount I was quoted and I would worry about getting the car repaired on my own by a family friend who does body work and custom paint jobs on classic cars. I explained to ***** that my friend only accepts cash for payment and doesn't work with Insurance companies. ***** continued to argue with me stating that the quote was too high and he was going to pay out an amount that should cover half of the car and he will work with a body shop to pay more if by chance the paint didn't match. I asked ***** to provide me a name of a Body Repair shop who specializes in classic cars with custom candy paint and ***** refused to offer me a location to get a new quote. ***** told me that his decision is final and he will send me what he feels is the acceptable amount to pay out and I disagreed with ************************* continued to tell me that he will work with a shop to get one side of the car fixed and sprayed nomatter if it matched 100 percent or not. ***** spoke to me as If I had to accept a half-finished job as he was told by professionals that if my entire car was not resprayed there was no way it would match. ***** was very unprofessional and contradicted a lot of the things he would say. One minute he would tell me that "there is no way it would match 100 percent if we only had 1/2 of the car painted", and the next sentence out of his mouth was "we can try and see how it goes". I told him that my car is too valuable to take that chance and I prefer to receive a check to pay someone else who can do the job right. ***** told me that he would be sending 2 checks out, one check would be $ *******, and the second check would be $3054.09. I told ***** that this amount is not acceptable, and I need to be paid the amount I was quoted which was *********. ***** told me that he was not going to pay me that amount, but he would speak to a supervisor about it and get back to me. ***** said that he spoke to the supervisor and the supervisor said it was too high and ***** said that he was going to try to get more money approved. I heard back from ***** and he said the most he can pay was the amount sent but reduced ****** for the deductible. I reached out to contact the rental car company of the other driver and I was advised that the other driver was not insured by the rental car company, and they would give my information to the insurance company of the other driver. I believe that the other party involved is at fault and I found out that when the accident happened ***** did not contact the other party's insurance company so this is still not fully resolved because I believe the other party's insurance should be responsible for paying my claim, but the *** representatives assigned to my claim are not investigating further or collecting monies to pay my claim in full for the quoted amount i was given. I've left several voicemail messages for ***** to contact me, and I have not received a call back at all. Both ***** and ***** refused to provide me a name and number of a supervisor I could talk to about this matter. I felt I had no other choice but to report this to the Better Business Bureau because of the way this is being handled. Please contact me further if there is any other information needed.

Thank you,

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

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

Business Response

Date: 11/18/2022

November 18, 2022

**********

BBB

We submitted our response on 11/07/2022 and received notification from your Agency on 11/15/2022 that the case was closed.

If you need another copy of our submission, please advise.

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

Policyholder Relations

Corporate Headquarters

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

Customer Answer

Date: 11/18/2022

Complaint: 18346338

I am rejecting this response because:Triple A is not providing all the details for this claim.I sent an email to **********the full details of the situation and i do not agree with the response provided by Triple A.This matter is not resolve.

Sincerely,

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

Business Response

Date: 11/28/2022

11/28/2022

Thank you for allowing us additional time to respond due to the holiday.

We have reviewed the complainants additional concerns to your department.

Below you will find our response concerning this matter.

We have reviewed our claim file and the damages to the complainants **** Chevrolet Impala. Please see our response dated 11/4/2022. To the additional information the complainant noted, we are unable to verify any employee stating to **************** that we would owe for or paint his entire vehicle in the event of a loss. *************** has spoken with a member of our management team, and they also confirmed that **************** could not verify who he spoke to, in order to confirm this.
While noted in the previous response, we have also agreed to work with any shop **************** chooses to affect repairs to his vehicle once he drops his vehicle off for repairs.We feel that our estimate was written competitively based on the information we received; therefore, our position remains the same.

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

Sincerely,

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

Sr. Claims Supervisor
Phone: ************

Customer Answer

Date: 11/29/2022

Complaint: 18346338

I am rejecting this response because:I disagree with the response from Sr. ****** Specialist *********************** because of the following reason;
The AAA representative who sold me the policy stated that they would appraise my vehicle for ****** in
case of damage/accident. When I spoke to the representative who sold me the policy I clearly stated
that my car is a classic car, **** Chevrolet Impala with custom candy paint and very valuable. The
representative assured me that my policy would fully cover my car if purchased. I cant recall the name
of the representative that sold me the policy but when I spoke to the supervisor they mentioned they
could see the name of the person in the notes. I also disagree with the response where Sr. ******
Specialist *********************** refers to a previous conversation, I had with ****** ********************
***** began the conversation advising me that I could take my car to any autobody shop for repair and
he would cover half the car to be painted, which in his words was an estimated ********. I advised **********;
that I didnt want only half the car painted because it will not match the other half of the car. I advised
***** that per the quote I received candy paint can not be matched and advised him that the entire car
would need to be repaired and resprayed to be fully acceptable. ***** then stated that he made a few
phone calls and found out that candy paint cannot be matched. I asked ***** to honor the quote I was
given by the Autobody shop AAA representative ***** directed me to and he stated that he feels his
payout amount is sufficient. As I felt ***** was not providing me adequate customer service I added my
personal financial claims advisor to the call to speak with *****. As she spoke to ***** to get
clarification on the process and the steps that had been taken to resolve this matter, ***** admitted
that he is aware that candy paint cant be matched but insisted on me taking the car to any autobody
shop for repairs and hed work it out to get it painted. He advised that hed have them paint of the car
and see how that goes. My personal financial claims advisor told ***** that his answers were
contradictive and unsettling and did not resolve the issue. ***** then told me that he would contact his
manager to see if he could get an approval for the full quote of *********. ***** also mentioned that
hed be sending 2 checks out and they were mine to cash. I told ***** that I wouldnt be cashing those
checks because I need to be paid *********.
The AAA representatives who are handling this claim are denying factual information that I have a
witness to (which was on the phone with me and *****). I followed all the steps required in the claim
process, guided each step of the way by AAA representative ***** and AAA is refusing to pay out the full
quoted amount. The supervisor I did speak to agreed with me that I shouldve been paid out and the
AAA representatives in the claims department shouldnt be arguing with me on where I need to take my
car. The supervisor verbally apologized for everything I have had to go through trying to resolve this
issue. The supervisor agreed that my quoted amount should be paid out and I am free to use that
money to fix my car any place I chose to take it to. Also, AAA sold me a fraudulent policy from the day of
purchase when I specifically told them that my car is a custom painted classic car valued at over 35,000.
If my car wasnt fully covered as stated, then AAA should have never accepted me as a policy holder and
accepted my monthly payments for full coverage valued up to ******.00. In order to resolve this issue I
am requesting AAA to issue me a check with the difference owed plus ****** for the deductible I am
being charged.
I was told that Id be contacted by a Manager to resolve this issue by Monday 11/28/2022 and I have
not heard back from a Manager as of yet. If this matter is not resolved to my satisfaction, I will be filing a
lawsuit and taking this matter to court as my next step. I have been more than patient as Ive been
dealing with this unresolved issue for nearly 2 months.

Sincerely,

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

Business Response

Date: 12/06/2022

12/6/2022

We are in receipt of your message dated November 30, 2022. We have reviewed the complainants rejection response and concerns to your department.

Below you will find our response.

To the additional information noted in the complainants rejection response, we did speak to the Sales Staff and are unable to confirm any conversation in which it was agreed to paint the complainants entire car should he report a loss to the ****************** We are aware that the complainant did ask for a stated value policy and was informed we do not offer that type of policy.

We confirmed with our representative that our representative did not state that we would owe to paint his entire vehicle or pay for it.

We also spoke to the supervisor that the complainant spoke with on 11/23/2022 that the complainant noted, agreed that my quoted amount should be paid out. The supervisor confirmed that was not the conversation as the supervisor, after their phone call, sent a letter of denial for a full paint job of the entire vehicle.

While noted in our previous responses, we agree to work with any body shop the complainant chooses, we ask that he alert us when the vehicle has been dropped for repairs at that shop. We feel that our estimate was written competitively based on the information we received; therefore, our position remains the same.

We feel that we have sufficiently addressed the issue presented from the complainant.

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

Sincerely,

***********************
Sr. Claims Supervisor
Phone: ************

Customer Answer

Date: 12/08/2022

Complaint: 18346338

I am rejecting this response because:
I disagree with the response by Sr. ****** Supervisor *********************** for the following reasons: He claims that the staff had no knowledge regarding the conversation I had with claim adjuster ***** about repairing and painting my entire car when in fact ***** admitted to me through a conversation (in which I have a witness who was on the call) that my car paint can't be matched due to the custom candy paint color and ***** suggested I take it to a shop and see what happens. I explained that this was unacceptable because my car is too valuable to see what happens and that I didn't trust this suggestion and I requested that my quote I received should be honored since I found someone who would be able to complete the job but only accepts cash for payment. ***** continued to argue with me even though he couldn't provide me with an alternate acceptable solution. The supervisor I spoke to about the situation agreed with me that I should be fully paid out and it's not up to AAA to decide who repairs my car and now that supervisor supposedly didn't say that. The staff denies all conversations I've had, and I believe it's in attempt of avoiding their jobs being at jeopardy or reprimanding of some sort. I never received a call back from the manager as I was told to wait for a call and so I finally called *********************** today 12/7 and he didn't answer. **** returned my call asking if this was ***** and when I replied yes, he replied Oh I thought that was you because I recognized the number. During my discussion with ****, I explained that I was reaching out to him because I was told that he was supposed to reach out to me on Monday 11/28 but never received a call. **** told me that his staff never told him that he was supposed to call me. **** told me that his answer was still no, and he was going to stand by ******* decision in the amount of the payout which is less that my quote. I explained the entire situation and explained the details of the conversation i had with ***** and explained that I had a witness who was on the phone call how ***** told me that he made calls and came to the conclusion that the paint cannot be matched, and the entire car would need to be repainted. After I explained in detail **** replied that his answer is still going to be no and so i asked him to explain to me how is it that they are willing to repair and repaint one side of the car and if the paint doesn't match that ***** would work with the body shop to repaint the entire car so it would match. **** told me that he had no words concerning this because the staff never notified him about this conversation regarding painting one side of the car and if the paint doesn't match then they'd take responsibility to have the entire car repainted. **** advised me that he was only told that the damage was on one side and that only one side of the car needed repair and repainting. **** stated that the claim is closed, and his answer was no and that they were not going to pay out additional money. I told **** if the case is closed then my next step would be to file a lawsuit and take AAA to court. **** stated that I can get a lawyer and go ahead and go to court and then told me that they have their own lawyers and told me that he doesn't recommend that I file a lawsuit because I may not get any more money but then changed his statement and told me maybe I would get more money and that I will never know. I told **** that I'd be filing a lawsuit and taking them to court because they sold me a fraudulent policy and also not honoring the quoted amount I provided for repair. I told **** that I did my part and I explained that I specifically told ***** that I'd prefer to get payed out and ***** told me that first step to do is to go to get the quote at an AAA body shop in order to be paid out. **** told me that he can't speak on her behalf because he is not in her department. **** told me that they already sent out two checks and those checks are mine to cash and I explained that I am not cashing them because I don't accept that amount and **** told me that if they expire that they will not send anymore because the case is closed. I am disputing his decision based on the fact that i followed all the steps in the process to be paid for my claim and provided all documents they requested from me, and I have not received sufficient customer service at any level from this organization. They also failed to contact the other party and since I opened this claim, I've had to do all the foot work to try to have this issue resolved. To avoid a lawsuit, I am asking that the quoted amount of ********* be awarded to me minus the amount of the checks they have already sent plus I am asking for a full refund of the payments paid into this policy since it doesn't actually cover the value of my car.This back and forth with AAA is not resolving this situation and is being handled very unprofessionally.

Sincerely,

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

Initial Complaint

Date:10/25/2022

Type:Product Issues

Status:

Answered

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 am a AAA road side assistance member for 20 years. My membership number is *******************. I called AAA to replace the battery, because the car was not starting and the battery was dead. AAA driver came and replaced it with a wrong battery which blew the fuses and the car became completely inoperative. I had to tow the car to the dealer, spend $583 to fix the car, $65 for Uber since my car was not available for 3 days.AAA admits to their mistakes and will not refund me the money that is due I indicated that my total expense was $648 and even if they deduct the price of their battery service $198, they should refund me $450. However, they want to refund only $240, not anything for my Uber ride etc. I believe they are being very unfair.

Business Response

Date: 10/26/2022

This damage claim was addressed by ********************************* on our damage team. He offered the member a reimbursement of $222.65 - this includes replacement of all fuse and spilting the cost of labor, $45.93 (fuses) $176.72, total $222.65. The member is disputing the charge of the actual battery he purchased on his card.

Under Club policy, since the work was performed by an independent contractor AAA is not responsible for the liability. This was explained to the member and the member was advised that our damage team only works to mediate and offer a resolution, but ultimately is not liable to provide 100% of the member's demands. The member declined the resolution and we revisited the matter with senior management, who upheld the offer provided by ********************** Our position remains with an offer of $222.65 to the member.

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