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:10/25/2022
Type:Billing 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.
AAA insurance makes it very difficult for you to see what they are charging for. I have received bills of the amount that is due but no where does it state what the charges are for. The automobile policy declarations that they give you with the amounts that they are charging for does not match the bill that they send. Then you look for what the extra charges are for and no where does it state on your bill or the automobile policy declarations, then I logged into the website to check what the extra charges where for and you can't find them anywhere, so how is this legal? They charge for things but they don't state it on their bills they just add it to the amount and assume you should know why and what they are charging for?
Business Response
Date: 10/28/2022
Dear **********
Attached please find our response to your office's inquiry.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:10/21/2022
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.
Issue:After a (2 p.m.) medical appointment Wednesday, my vehicle would not start, so I called AAA for auto assistance.After numerous (I need status) phone calls, delays, and "we're on our way" mentions, no AAA help arrived.Disabled with Multiple Sclerosis, and the day turning to evening, I called my Spouse who arrived and drove me home.My vehicle was left overnight in this unfamiliar parking area.In the evening, AAA called our home to 'follow up."I was stressed and angry and filed a formal complaint (AAA, Call ID, ******. I still needed to retrieve my vehicle by having it towed to a AAA approved auto shop. Yesterday's AAA phone coordination was the same back and forth dilemma which resulted in a 4-hour wait for a tow truck. Now physically stressed again, off my medication schedule, which affects my ability to walk, I demanded to speak with a AAA Manager. AAA Management had no 'escalation' ability and reiterated what we already knew but then offered the suggestion of obtaining an alternate tow company, and I'd be reimbursed, unbelievable!The tow truck finally arrived and (5 hours after starting today's endeavor) my vehicle has been towed to the auto shop.To AAA, I stated that I would formally address this ' 2-day nightmare' to the Better Business Bureau (BBB) and the Americans with Disabilities (ada.gov).Notifying ada.gov was my primary task which I'd done yesterday.Respectfully submitted,*************************
Business Response
Date: 10/27/2022
We spoke with member and offered sincere apology for the problems he encountered and the delay. Offered his pay his and the associates membership dues at renewal on 01/31/2023 and he accepted.

Sincerely,

***********
************
Initial Complaint
Date:10/16/2022
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.
When I got quoted for AAA insurance, my policy was 190 to 220 a month, with a down payment of 335. So I paid that. So my policy got rewritten for some reason and it went to 335, I asked AAAIf they can do something to help to rectify this or they have more discount ls but they said no. So AAA dont want to honor this deal and I need to pay a lot of money here.
Business Response
Date: 10/19/2022
Dear **********
Attached please find our response to ******************** inquiry to your office.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:10/13/2022
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.
My car insurance carrier AAA has and continues to avoid my request to speak with the complaint **** regarding repairs that were not preformed properly on my car. This claim is still open and not completed. I was advised by an attorney to file with the BBB before fully retaining counsel. My 2014?Lexus has always been in good shape I have it serviced routinely and provide preventive maintenance However, when I drive off the lot of AAA recommended repair shop I soon realized something was very wrong. . My adjuster who I spoke two maybe 3 times, is in affective, her supervisor telks me what Im going to do, in addition I have not heard from in 6 weeks with zero resolve. My car went into the shop drivable, with all parts. I now have something wrong with my front in as it rattles, when hitting the breaks, the tires all of which were replaced, two by AAA two by me consistently are running low in air, I have missing parts from the undercarriage. I I have attempted to reach a claims manager ( 22 times) other then assigned *******, who appears to be in affective, with minimal follow through. Nobody will call me back, not a surprise, Im a 61 year old women. AAA dosent care clearly about my small contribution to the large corporation.
Business Response
Date: 10/19/2022
Dear **********
Attached please find our response to ***************************** inquiry to your office.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 10/20/2022

Complaint: 18209908

I am rejecting this response because:

A) I have Never spoken to Angelic Spongelic.
B) wen I picked up my car she now was any AAA employee present actually I was not exactly pleased at all as they released the car with a part missing, and the shop manager could not tell me the name of the company where he ordered my 4 new tires, nor did he ever call me ( as he stated he would, once he received my new tire warranty.
After finally hearing from *******, as she has inconsistently contacted me, with zero resolve options, what I told her is that I want to take my car to another shop and will have them submit payment to *******. At which time she stated it would need to be determined if the issue is related to the original shops poor repairs.
I have not and do drive my car on the freeway. The sad thing is That ******* lady has not bothered to reach out to me in 5-6 weeks. This in and of itself is evident that AAA dosent care about the lil man. All Im asking is that AAA a huge conglomerate do whats right. Fix my car. Have a manager contact me, I should not have to call 25 plus times requesting to speak to a manager, youd think AAA would want their customers to be happy.
Not only have I called requesting managers, employees on the other in if the phone, have apologized profusely promising a manager will call me back. from **********, *********, ********, ************, and the list goes on I have not received a call from any manger.

In closing my car has always been serviced by Lexus of ************, and since moving to Santa **** , I take it to Mics. I have never had a issue with my car. This is evident that the repairs where completed poorly, again, they didnt even have my tire warrenty or bother to put the part back on the undercarriage if my car. Then the underwriter attempted to.talk to me like I was a idiot, stating, you really dont even need that part
In summary I want my car whole as it was when I drove it into that shop. The fact that AAA back Calibur Collisiun speaks volume.

Sincerely, ( 61 year old customer that AAA wants to battle with. Surreal. *******************************
Business Response
Date: 11/09/2022
Dear **********

We have reached out to ****************** via email as we have been unable to make contact by phone. ****************** has been directed to take her vehicle to a shop of choice for inspection.

Sincerely,

CSAA Insurance Group Policyholder ********************
Customer Answer
Date: 11/10/2022

Complaint: 18209908

I am rejecting this response because: I was in formed that I needed to take my car back
to the shop that originally did the repair, or I could take it to a shop of my choice and I would be responsible for the cost. Moreover, I have reached out to the customer service rep 3 x I have have had no response, I also spoke to a customer service rep. *** was trying to help at least get the missing piece to my car. Unfortunately, she never called me back. Ill assume she was told not to, as initially she was very helpful.
The fact that this was their response tells me they are doing the same thing to you as they did to me. They are a big fish! Im just one old lady. They dont care, as their actions alone speak volumes evident by.. this is a simple fix but their ego will not allow it. Im not sure how they get away with treating people like this.
please keep in mind its been 5 months and my car is still not repaired.
thank you for your time

Sincerely,

*****************************
Initial Complaint
Date:10/06/2022
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.
The business in question has ignored repeated requests (including other BBB complaints) to stop mailing me advertisements. I dont want a conned message about how they will take care of it in 100 days or anything like that. I want an immediate cease and desist to end all contact. I also want a purge of all data related to me as is a right under CCPA
Business Response
Date: 10/07/2022
We have removed this individual from our mailing lists with the marketing team. This process will ***********-8 weeks to complete, as some mailings may already be printed and in transit
Customer Answer
Date: 10/07/2022

Complaint: 18179984

I am rejecting this response because they have used this response before and have not followed through. I want all my data with them confirmed deleted.

Sincerely,

**********************************
Business Response
Date: 10/07/2022
Thank you for your response. We have removed your from our mailing lists. If you are looking to manage your Privacy Rights and delete information, please visit the following link:
https://calstate.aaa.com/privacy-rights

Please visit our Privacy Policy for more information: https://calstate.aaa.com/privacy-policyTell us why here...
Initial Complaint
Date:09/30/2022
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.
AAA House Manager came to my home to repair a non functioning refrigerator ice maker. The service tech came to my home 2x and used the equivalent of a hair dryer to unthaw an inside tube. Each time he visited, I the ice maker did not work. I called and explained problem not fixed and I Dispute the charge. The company explained the service tech it was working; the second visit was a courtesy! I was charged service fee even though I disputed and still no ice. This company advertises that this service is to ease the mind of seniors, single people etc., so they wont get ripped off on bad service or high prices. I called the manager 2X and she wont call back. This company has failed. I am getting ripped off. They will charge another new fee to have another service tech return to look at problem they NEVER fixed from the start. I want my ice maker fixed, refund my money and cancel my contract. In the future I will take my chances with independent contractors.
Business Response
Date: 10/14/2022
I have been informed by the House Manager
We called the Member and explained that we cannot refund her since she submitted a chargeback with her credit card. The funds have already been returned to her through that company.

We are scheduled at no charge to return on Tuesday October 11,2022 to further assist in fixing this issue

We offered to cancel the Membership immediately while still servicing this item but she declined and stated she want to keep the Membership
Customer Answer
Date: 10/15/2022

Complaint: 18150142

I am rejecting this response because: I advised House Manager when kiri called me that I wanted the charge reversed since the problem was not solved, that I wanted a diagnosis before I decided to cancel my contract or proceed with fixing the problem. When the technician came to my home, he indicated the 2parts would be approx $250, per ******* and 1 hr est for labor. I agreed to proceed. He said I would receive an email stating the exact price from his manager, who was aware of this case history. While waiting for the estimate, I then received an email, with no explanation, advising my issue was closed. I paid over $600 to be a member of House Manager - which is supposed to provide a service at a fair price. It is wrong on every level how this issue is being handled. This is the third visit and the first time there is a diagnosis. If House Manager can abide by their advertised principles, and the estimate is consistent with what the technician indicated, then I want to proceed with fixing the problem.

Sincerely,

***************************
Initial Complaint
Date:09/29/2022
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 had a roof leak on December 23, 2021. I called my AAA insurance then my ceiling caved in and *** sent Service Master out. The leak was determined to be from the solar install. The solar company advised me I needed a new roof. Issues with the ************** for an unpermitted patio cover that was not disclosed to me when I purchased the house has cause a hang ** in the whole deal. I reached out to the *** Adjuster ************************* several times by phone and also e-mail. No response for weeks, then my daughter in law reaches out to her by phone and e-mail and no response for weeks, ***** at the ********* reaches out to ****** for weeks with no response. ***** later ****** responds that she sent the requested info. to ***** at the ********* I get a loan and have a new roof put on my home. I contact the ********* Freedom Forever Solar in ******, **. they get the solar installed on my new roof. The ************* is responsible for the damages and the repairs to the interior of my home, however they have been unsuccessful at getting ahold of the *** Adjuster ************************* to confirm the work previously completed by Service Master that *** billed the ********* for. The INTERIOR REPAIRS are being held up solely because ************************* continues to not respond to ***** at the ********* I'm am dissatisfied with ************************* the *** Adjuster for her failure to communicate with ***** at the ********* regarding my claim with her Insurance Company. This is going on eight months and the stress of this is outrageous. I need BBB to help me get this whole mess resolved. If ************************* will respond in a timely manner this can be completed. **************************************** Phone Contact **************, *** Agent *********************** ************** who tells me there is nothing he can do. My Claim # is ************. Thank you, *********************
Business Response
Date: 10/06/2022
Dear **********
Attached please find our response to **************' inquiry.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:09/28/2022
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.
AAA road side assistance had no ETA for a driver period and may not be possible to even find a driver ever. This was my wife and daughter stranded on side of highway at night. Keep in mind this is 15miles from nearest major city *******, *********** , ********************* What good is roadside assistance if you cannot get a tow when you need it .
Business Response
Date: 09/23/2022
This does not appear to be a matter for the Automobile **** of ******** California (ACSC) to address. We do not find a membership with ACSC for this person. Please re-direct to the correct AAA **** for review and response.
Business Response
Date: 09/28/2022
I am very sorry to hear of your difficulties and extended my sincerest apologies.
The terms and conditions of membership, which all members agree to, state that "While AAA and the ***s strive to provide prompt and efficient service at all times, note that: Delays are sometimes unavoidable due to weather, traffic or road conditions, availability, or unusual service demands. Additionally, longer-distance tows, after hours service requests, and service requests in certain areas may be subject to longer delays." Additionally, "AAA cannot and does not guarantee any response times, and will not be liable for any occurrence that arises during any such delay. Although AAA holds its ***s to high standards of service, AAA cannot control the availability of the *** and/or the manner in which independent ***s render services."

The call record indicates that the service area was experiencing unusual levels of service demands compared to usual service demands for that time and area. With this being said, I am happy to provide coverage of the membership dues for the affected member on the membership, ********. Her membership dues are $77.99, which we can waive once we receive confirmation of this resolution.

Kind regards,
Initial Complaint
Date:09/28/2022
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 have AAA roadside premier 5+ years I'd # ******************. I had a second person on account that I removed in August 2021 from the account. That person then fraudulently used my account in November 2021 for a tow of a ********** Passat. I own two **** f250 and f350 trucks. I went to use my last service June 2022 and was told I was all out of services. As we investigated it future we found that it was used by another person. They then made a case for it Case ***** and case worker ************************* Member Experience Specialist AAA Northern California, Nevada, ****, *******, *******, ****************** She responded that she wasn't going to add my one service back to my account. When I disputed the issue she said for me to file a police report and she would then resolve the issue. I got a police report case filled and a FTC report on the same person. Attached below. ***** has not resolved or responded to any of my emails.
Business Response
Date: 09/23/2022
This does not appear to be a matter for teh Automobile **** of ******** California (ACSC) to address. This is not an ACSC member. Please direct to the correct AAA club for review and response.
Business Response
Date: 09/28/2022
Thank you for your comments. I have ensured that this call is removed from the *** account in question. Please accept my sincerest apologies for this mishandling of your request and unresponsiveness from member experience agent *************************. I have provided feedback to *****'s manager about the mishandling as well as informing her manager of *****'s unresponsiveness to your emails.
Initial Complaint
Date:09/28/2022
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.
On 10/18 I cancelled my old AAA auto and renters insurance policy and started new policies. Was told that I did not owe anything and would possibly getting a refund. - I was charged $85 for the new auto and $10 for the new renters (roughly) when I signed up for the new policies. -On 10/23 I received a refund for $109 - On 11/3/2021 I was suddenly charged $332.44 for my OLD / Cancelled policy When I contacted AAA they initially couldn't find why. Then they told me it was for a policy I cancelled in Oct even though I was told I owed NOTHING. After 45min I was told it was for my old policy because I still owed for the term, even though I was month to month. Turns out that AAA (not I) screwed up and when I removed my other vehicles over credited my OLD policy, according to the reps on the phone. I was told I owed -nothing-. And they could not explain to me how or why -THEY- ( AAA ) had over credited me and had not disclosed anything to me. I believe I owe nothing. I want a refund of this amount that they have now threatened to send to a creditor over when this is THEIR mistake. I should not have to pay for or be threatened over AAA's mistake. I would expect a refund of $332.44 as this is their mistake. When a business makes a mistake, that business eats the cost.
Business Response
Date: 09/23/2022
This does not appear to be a matter for the Automobile **** of ******** California (ACSC) address. We do not find a membership or policy for this person. Please re-direct to the correct AAA club for review and response.
Business Response
Date: 10/07/2022
October 7, 2022

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

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

Re: Complainant: ***********************
BBB File Number: 18060577

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
We believe the complainant presented this similar concern to the Department of Insurance in November 2021. On November 23, 2021, our Market Regulation Team provided the complainant with a detailed response which included an itemization of his policy transactions, payments, and charges. If the complainant did not receive the response or needs another copy for review, please let me know.
Also, in the complainants statement to your company, the complainant noted receiving a refund. We show the $109 refund was for closing the renters policy, a prorated refund due to the cancellation. This refund was not from the auto policy.
We cannot honor the complainants request for a $332.44 refund. The $332.44 payment, the complainant made to our company on 11/03/2021, was for the prorated earned premium (balance) for auto insurance protection we provided, up to the day the complainant cancelled the policy (10/19/2021).
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************
Policyholder Relations
Corporate Headquarters
Phone: **************

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CSAA is NOT a BBB Accredited Business.