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:09/27/2022
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 Tuesday, Sept 27 I reached out to AAA in regards to a question about my policy. I am a DoorDasher. I was never told that I was not allowed to DoorDash while being covered on their policy. I spoke to a ************ believe in the billing ***** He told me in the beginning that he was reaching out to other associates to find out more about the policy. I was then told that using my personal car for ******** was an unacceptable use of a car. DoorDash is how I provide for my family. I don't understand how it's ok how an insurance is allowed to dictate what and what your not allowed to do with a car you pay for, that you put gas in to and a car you pay insurance for. Now because they don't want to cover me I have to find a new insurance provider. I am a low income household and the quotes that I got today are double if not triple the price of AAA. I CAN'T AFFORD IT. The "*****" called again tonight (same day) and told me that because I am an existing customer that I CAN continue to DoorDash and the only people who would not be able to would be NEW clients. we hung up. not even 30 seconds later he called back and said that he was wrong and it is still considered an unacceptable use of a car and they can't help me so I should look for a new insurance carrier that would allow me to DoorDash. AGAIN THIS IS HOW I CAN PROVIDE FOR MY FAMILY. Now I have to decide whether I want to continue DoorDash and not be able to afford a new insurance company or stop DoorDash and face eviction, no food, and no money to pay my other bills.
Business Response
Date: 10/04/2022
October 4, 2022

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

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

Re: Complainant: *******************************
BBB File Number: 18138699

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 do provide coverage for the personal use of complainants vehicle. We also provide coverage for acceptable business uses. We allow to cover personal vehicles used by sales, service, or consumer oriented direct home sales such as Amway,Avon, **** *** and Tupperware, personal vehicles used by professional visiting multiple locations such as Real Estate, Insurance Agents, Lawyers, Doctors, or Accountants, personal vehicles owned by the policyholder and are used by domestic employees, and personal vehicles used in a business on occasional events such as errands or occasional off-site appointments.
Unfortunately,we consider retail food or beverage delivery an unacceptable business use for us. If the complainant was involved in an accident while in the course of delivery, there are grounds for a full denial of coverage when the personal is used in the course of retail food or beverage delivery for compensation. We urge the complainant to reach out to her employer, ********, to discuss what their policy will cover and determine if the complainant should purchase a separate policy specifically for her DoorDash work, independent of her personal auto insurance policy with us. If a loss should occur, we ask that the complainant contact our ***************** to open a claim for investigation of coverage. Each claim reported to our company is investigated and evaluated based on its own merits.
Please send our sincere apologies to the complainant for any confusion or frustration the complainant may have experienced when researching this matter with us and the resulting unfavorable impression the complainant may have of us as that was not our intention.
Should you or the complainant have any questions or require any additional information, please contact me at the number below.
Sincerely,

*****************************
Policyholder Relations
Corporate Headquarters
Phone: **************
Initial Complaint
Date:09/12/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car ****** Camry 2019 was hit by a Bus on May 24 2022. So I called AAA (CSAA) and opened my claim # ************ assigned representative ******************************* who did not answer my calls , even her supervisor respond after 2 days ************. They send me 2 checks by a total of $ ******** per their estimated. I went to different body shops and the price to repair my car is $ ****. I spoke with ******************************* and she told me body shop will need to send the actual estimate to fix my car. But all of a sudden I got a letter stating my claim was Closed. I Did Not Cash any check. So why they close my claim.
Business Response
Date: 09/19/2022
September 19, 2022

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

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

Re: Complainant: *********************
BBB File Number: 18014036

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.
According to our file, the complainant was not ready to select a repair shop for the damages to his car. Based on this, we provided an estimate and a payment to the complainant on June 2, 2022.

The inquiry states that he had visited two body shops and discovered that the repair was going to cost more than the amount he was issued for the repairs.

Upon receipt of the inquiry, we proceeded to reach out to the complainant and secured the name of the body shop he had chosen. We explained to him, that we would work with any shop of his choosing and finalize the estimate. We would then issue any supplemental payments.
We then contacted the body shop and approved the supplemental repairs and payment. The prior payments were canceled, and a supplemental payment was issued to the shop on September 14th, 2022.
The complainant and the body shop have been informed that any additional costs would need to be submitted for review for approval.

The complainant states a letter was sent stating his claim was closed, we have no record of this. The claim remains open pending a rental bill. If the complainant can send a copy of this letter to us at ************************************************,subject line, Attention Auto Claim Letter Review, we can look further into this. Thank you.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************************
Sr. ****** Manager
Phone Number: **************

Customer Answer
Date: 09/20/2022
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 but I am still confused because in the *** website my claim is closed Please see attachment.

Sincerely,

*********************
Initial Complaint
Date:09/09/2022
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.
Claim Adjuster didnt process claim as an urgency after having water damage and took a long time to respond which caused mold. Furthermore, they didnt care that we were breathing mold, they didnt authorize a hotel until I escalated the claim. And they retaliated by denying pet kennel converges forcing to leave our animals behind which we cant do. Which means we had to stay home with our pets, our newborn and toddler inhaling mold airborne.
Business Response
Date: 09/12/2022
September 12, 2022

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

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

Re:         Complainant:                               ***************************
                BBB File Number:                      18004879

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 are the home insurance company for the complainant. The complainant reported a water loss to her home on August 14, 2022. The complainant indicated that she had a Heating and ************************ check the unit and was advised that the unit was not the source of the leak, but her ducts needed to be drained.
On August 19, 2022, a leak detection company inspected the property to assist in confirming the source of the leak. The leak detection company confirmed that there was no plumbing leak that was causing the damage and that the air conditioner was likely the source of the leak. The complainant had her Heating and ************************ of choice come out to the property to replace the coils which resulted in no additional water leaking through the vents.
On August 24, 2022, we requested a mitigation company get in contact with the complainant to start the dry out of the home. During this process, mold was found. The mitigation company contained the mold and prepared an estimate for review.
On September 1, 2022, we received an estimate for the mold abatement and the estimate was approved on September 9, 2022. We received notification that the home would need to be packed out to allow mitigation and repairs to begin.
On September 2, 2022, we sent a request for the home to be packed out.
On September 6, 2022, we approved for the family to relocate to a hotel until long term housing could be located. The complainant was advised that pet boarding services may be needed due to the number of animals the family had and that her policy would provide coverage for this.
On September 9, 2022, we issued payment for pet boarding services based on a contract agreement provided by the complainant.
This claim is active and ongoing.
We received notification of a complaint presented to the California Department of Insurance by the complainant. We will be responding directly to the Department of Insurance and policyholder as required.
Should you have any further questions or concerns, please contact me at the number below.
Sincerely,

***************************
Homeowner Claims Supervisor
Phone: ************
Customer Answer
Date: 09/12/2022

Complaint: 18004879

I am rejecting this response because the company is refusing to change the agent. The company claimed water mitigation company contained mold, that's a lie. The water mitigation company just assessed damages on 8/24/2022 and took no steps other than dry out the excessive water. When asked if they are sending an air quality or if there's any steps to contain, they said its not authorized by the adjuster, we have proof of electronic communication that we can provide for these communications.
The agent doesn't communicate, told me not to call her or she'll "slow down the claim", she also lied about the timeline as we have email confirmation that we told her on two different occasions 8/19 and 8/22 letting her theres no water leak as its been fixed, and that everyone in the house is getting sick with an ER visit. she claimed the house is still habitable despite presence of mold in airborne. she further stated they will only cover 5k for mold mitigation which doesn't cover air quality testing despite the mold developed as a result of water damage and the slow response from agent. lastly she refused to offer hotel accommodation or pet boarding accommodations until we contacted supervisor, ***************************, and they haven't authorized Airbnb accommodations only hotel that's very small for a family of 5 and two dogs. these were our ************ or wait for their contracted company to find accommodations which they can't find any short term lease which leaves us in life-style less than ideal for our family despite our contract stating they would provide a similar one.
Also, she sent me a request to access damages in the room affected by mold knowing I was pregnant, she took advantage of my lack of knowledge of policy and procedures which exposed me directly to breathing mold.
lastly, the company didn't allow pet boarding until after this complaint was initiated. The agent is unreasonable and uncaring, didn't handle the matter as the emergency it was we are requesting a more customer friendly agent.

Thank You

Sincerely,

***************************
Business Response
Date: 09/15/2022
September 15, 2022

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

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

Re:        Complainant:                              ***************************
               BBB File Number:                     18004879

Dear ********:

We are in receipt of the complainants additional concerns submitted to your attention on September 13, 2022.

As we indicted in our initial response, we will be addressing the complainants concerns via the formal Department of Insurance consumer complaint process, to avoid duplication and confusion. We will also address the additional concerns. Thank you.

Should you have any questions, please contact me at the number below.

Sincerely,

*****************************
Corporate Headquarters
CSAA Insurance Group
Phone: **************
Customer Answer
Date: 09/16/2022

Complaint: 18004879

I am rejecting this response because the adjuster assigned expects me to come up with money out of pockets and maintain two households. They expect us to move in to a property with no utilities or bare the costs. We have asked four times to change the adjuster and they continue to refuse and we are dealing with a hostile situation on a daily basis where the adjuster is coming up with her own rules.

Sincerely,

***************************
Business Response
Date: 10/03/2022
October 3, 2022

Better Business Bureau, ****
********************************************************* 94607

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

Re: Complainant: ***************************
               BBB File Number:                     18004879

Dear ********:

We are in receipt of the complainants rejection response.

As we indicted in our initial response, we will be addressing the complainants concerns via the formal Department of Insurance consumer complaint process, to avoid duplication and
Should you or the complainant have any questions, please contact me at the number below.

Sincerely,

*****************************
Corporate Headquarters
CSAA Insurance Group
Phone: **************
Customer Answer
Date: 10/05/2022

Complaint: 18004879

I am rejecting this response because its a lame excuse to deflect. They have not taken responsibility to any of their bad faith practices. Furthermore, they are
not acting reasonably and threatening vendors with what they want done rather than what's needed.

Sincerely,

***************************
Initial Complaint
Date:08/30/2022
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.
On 8/17/22, as I was driving from ******, **, to *************, **, my car broke down in ****************, ** and would not start. I've been a member of AAA since **** (Member#*******************) and placed a call at 347pm for my car to be towed. I was informed it they would arrive in one hour and, while I waited, called local garages for it to be towed to. A tow truck did not arrive for nearly three hours later (~7p), at which point, the garage I'd found had already closed at 6p. The driver performed a battery test and determined my battery was dead, but informed me I would have to put in another call to AAA to request a tow because a test was all that had been requested (not a tow). In addition, when I asked what had caused the three hour delay, he said he had been dispatched 20 minutes earlier. Because of AAA's mistake in my submitting my request for a tow and requesting only a battery test and the delayed dispatch of the truck, I am requesting reimbursement for the hotel room I had to get for the evening. Because of the type of membership I have, AAA informed me I am not eligible for lodging reimbursement, but had they correctly managed my call, I would not have needed a lodging. Also, they continued to provide misinformation over the three hours I was stranded that kept changing the options available to me to find a solution. Ultimately, I was left to resolve this situation on my own, as daylight faded and I had to unload my car late at night into a hotel.
Business Response
Date: 09/08/2022
While we apologize for the inconvenience you faced during this ordeal, we are unable to provide accommodation of this request. The level of membership you hold precludes you from coverage under the trip interruption benefit.
Customer Answer
Date: 09/12/2022

Complaint: 17796153

I am rejecting this response because it takes no accountability for AAA's actions that created the situation necessitating me to get a hotel room for the night. First and foremost, they incorrectly submitted my emergency roadside request for a tow as only requesting a battery test. This required me to call in a second request for a tow after battery test confirmed issue, leaving me stranded as daylight faded and available garages to service my vehicle closed. Second, my request was submitted at 3:47pm and I was told a truck would arrive in less than an hour. A truck did not arrive for three+ hours--close to 7p, after which the garage I'd secure to tow my car to was closed, stranding me for the evening and necessitating a hotel room. When I called AAA over the three+ hours of waiting I was repeatedly told it was on it's way. When the driver finally arrived, he said he had been dispatched 20minutes ago. AAA's response that my level of membership doesn't cover lodging doesn't take ownership of their actions that created the need for lodging and forces me, a loyal customer for 30 years, to spend more upgrading my membership to get an acceptable level of service that I should receive at any level.

Sincerely,

*************************
Business Response
Date: 09/13/2022
After reviewing the call recordings I was able to determine that the estimated arrival times provided to the member were clearly phrased as an estimated arrival time. It is the standard process of our roadside service agents and dispatchers to advise members that projected times of arrival are only estimates and are not exact guarantees. We offer higher tiers of membership to our members so they can be financially covered in situations like this with the "trip interruption" benefit, but this member has opted to maintain the classic level of membership and the perks associated with it. There is an opportunity to upgrade coverage at any time, even partway through a billing cycle.
Additionally, the membership terms and conditions state that sometimes delays may be unavoidable for reasons outside of AAA's control and that we are not liable for situations that arise due to delays.

"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. AAA will not be liable for their misconduct, negligence or other acts or omissions. AAA will attempt to resolve any Members' vehicle repair and damage complaints resulting from ********************** provided by our ***s. Member complaints should be reported as soon as possible and before additional repairs are made. Failure to do so may impair or otherwise limit our ability to assist."
Customer Answer
Date: 09/13/2022

Complaint: 17796153

I am rejecting this response because it continues to take no accountability for AAA's INCORRECT roadside request I submitted that day and only addresses one element of my complaint. If AAA indeed reviewed the transcript of my call as they are claiming, they will note I requested a TOW, not a battery test. So even when the driver came THREE hours after my call was placed, it was only to perform a test and second request to AAA would have been needed to submit had I not resolved the issue on my own and out of my own pocket.
Yes, I understand arrival times provided are estimates, but three times the estimated time provided is beyond a standard grace ****** and resulted in me not being able to get the car to a garage within a two+ hour window of placing my call to AAA and needing a hotel room that night. Since this note will be public record, I think it is worth noting that while during my three hour wait, I contacted several local tow companies who were available and able to arrive within 30minutes. They do not work with AAA because AAA contracts them at national average rates, which are below the local market. The $148 they were asking would've been worth the three hours of my time waiting and less than the $180 hotel I had secure for the evening.
I find AAA's response dismissive of any concern for me, a 30 year member, and the circumstance they put me in. I understand lodging does not come with my membership, but my need for lodging was created by their managing of my request and their pedaling of higher level memberships is greedy because it does NOT address their INCORRECT submission of my roadside request for a tow and the three hour delay for service I experienced. Never once in their response to this complaint have they apologized and that is what I find most unacceptable, but it's about money and not loyalty or good service.

Sincerely,

*************************
Business Response
Date: 09/14/2022
As stated, the member does not have the coverage to allow for this type of reimbursement. This is outlined in our terms and conditions. Additionally, I have outlined the portion of the terms and conditions that states that the Club will not be held liable for any occurrences that occur as a result of wait times. While we regret the inconvenience she experienced, and offer our sincerest apologies, we cannot offer her reimbursement for coverage that she has not purchased.
Customer Answer
Date: 09/19/2022

Complaint: 17796153

I am rejecting this response because it has taken one internal request submitted to AAA and now four communications through the BBB for AAA to express any regret for the inconvenience THEY CAUSED by THEIR mistake! AAA also continues to take NO ACCOUNTABILITY for the incorrect submission of my request for a tow truck (not a battery test!) and are misleading in their statement that they reviewed my call because, if they had, they would've heard I requested a tow and was provided incorrect arrival times for my tow MULTIPLE TIMES. AAA IS defaulting to the technicality of the level of my membership not providing lodging coverage and NOT acknowledging that their lacking service CREATED THE NEED FOR LODGING. I will not spend more money on a membership that creates the need for their services, thus increases their profits.
After several unsatisfactory communications through the BBB to resolve this issue, I will take my complaint to senior leadership in AAA and on ****'s team and they cabn decide if ****'s repetitive, uncompassionate response is satisfactory to a loyal, 30 year member.

Sincerely,

*************************
Initial Complaint
Date:08/23/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Raised my insurance without any form of notification, charged me $22.00 upon cancelation with a week left until next payment. Insurance policy would have ended 9/1/2022 canceled 8/23/2022.Want a refund for the 7 days and no $22.00 payment
Business Response
Date: 08/24/2022
Dear **********
We are unable to locate a policy for ***************************. Based on her location we believe she is likely insured with another carrier.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/24/2022

Complaint: 17759005

I am rejecting this response because:
Attached is my policy

Sincerely,

***************************
Business Response
Date: 08/25/2022
Thank you for providing your policy information. The screen shot shows that you are insured with AAA of Southern California. This complaint will need to be directed to them for review and response.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 08/26/2022
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:08/17/2022
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.
In June of 2022, during a heaving rainstorm, a drain backed up outside of our basement walk thru doorway, forcing water under the door, and into the basement resulting in about 1-2 inches of water throughout the basement. It's a partially finished basement. Many personal items stored in the area where the water came in, were destroyed. We immediately reported this to CSAA, the home insurance company. They hired and dispatched a company named ****** to mitigate the water. The restoration company came out within 24 hours, however since the water level at the drain had gone down, they had no way of being able to determine where the water came from. They stated that they would assess the situation and report to the insurance company. Although I did ask if they were adjusters and they said No, We are NOT adjusters. However, after receiving a report from ******, the insurance claims agent told me verbally that it was not a covered loss. I have requested (in writing) a copy of the report from ****** and also a written copy of the claim denial from the insurance company. I have received neither of those documents from either company. No insurance adjuster ever came out to my house to inspect the damage. However, on 8/8, ****** emailed an invoice dated 6/13, which I received on 8/16 in my inbox. The accompanying correspondence stated that the insurance company had denied my claim, and that I was responsible for paying the restoration invoice which is in excess of $2300. Drain back *** are a specific, clearly described - COVERED loss on my insurance policy. Because I received no correspondence from the insurance company regarding the status of the claim, I did not have an opportunity to add to the claim, the personal belongings that were damaged as well as paneling on the wall that has since peeled away. The total loss is about $8100.00.
Business Response
Date: 08/24/2022
Dear **********
Attached please find our response to ************************** inquiry.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 08/28/2022
Reponse dated: August 28, 2022

Complaint: 17732158

I am rejecting this response because: 1) the restoration company specifically told me they could not tell where the water came in from. 2) they were there to mitigate the water, not to adjust the claim. they were not adjusters. 3) it appears that the restoration company (sent out by the insurer) reported their findings based on items that were specifically excluded from the insurance policy and not based on actual fact.

Drain back *** are a covered loss specifically outlined in the insureds policy. Customer requested review by an adjuster from the insurance company. None ever visited the property.

Sincerely,

*******************************
Business Response
Date: 08/31/2022
Dear **********
Attached please find our response to ************************** rejection.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:08/16/2022
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 put all my auto insurance detail preferences in the online form. Ended up being $56 a month.When I put the *** in, which was the only information that was missing, the monthly price almost doubled, to $101. Keep in mind that it's a **** model, the most basic model--which is what I put in the original quote! The person on the phone said that it might be because basic models sometimes are more to insure because more people have them, but I ORIGINALLY had put it in that it's basic..... so it's not like the *** has any more information than I had already given.Seems like bait and switch marketing. I'm not going with AAA now just based on the fact that this was a scummy way of trying to get business. Now I've wasted over an hour getting quotes and talking to people on the phone and also writing this up. I do not recommend AAA insurance in the least because of the dishonesty in quotes. See the attachments for the screenshots of original coverage and the one that doubled in price.
Business Response
Date: 08/27/2022
Hello ********************

It appears this quote was done in AAA of Southern California versus CSAA (Northern California). Can you please redirect to the appropriate team for review and response?

Thank you,
********************
CSAA - Policyholder Relations
************
Initial Complaint
Date:08/14/2022
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.
I got sued by an ex tenant on 7/30/22. I made all documents together proving she is wrong and submitted the claim number ************ on 8/6/22. This is a time sensitive claim since we only have 30 days to respond.I have followed up with AAA multiple times with no response. Finally, was able to talk to my adjuster on 8/12, unfortunately he was not aware of how this should work! I again stated this is a time sensitive manner and I need this reviewed ASAP. He mentioned he would need to review with his supervisor and get back with **** am really concerned about the due date looming in and us still not knowing what the game plan is! I decided to dile this complaint to escalate this issue. Hopefully someone who reads this understands how urgetn this is!
Business Response
Date: 08/18/2022
08/18/2022

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

Attn: ********

Re:       Complainant: ***********************************
BBB File Number: 17715855

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
We received notice of ********************** loss on August 6, 2022 and are currently investigating the claim for coverage. We have reached out to the member to provide updates on the status of the review.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

*************************
Senior Manager, Homeowner Claims
Phone: **************
Customer Answer
Date: 08/18/2022

Complaint: 17715855

I am rejecting this response because:
It is correct that I was contacted by CSAA today 8/18/22 and my file is now forwarded to the correct department that needs to work on it, ******** has been great! However I only have 30 days to respond to this case and per my talk with CSAA today the eligibility review from today would take about 7 days and then it would need to go to another department. That would put us only one day before my deadline to respond! We would meet the deadline unless it is actively escalated .

Sincerely,

***********************************
************
Business Response
Date: 08/23/2022
August 23, 2022

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

Attn: ********

BBB File Number: 17715855

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
As of the date of this letter we are in the process of reviewing the summons and complaint filed against our insured to determine if there is coverage for the causes of actions listed in the complaint. Additionally, we have reached out to the plaintiffs attorney to see if they would ***** an extension to answer the complaint so we can finalize our coverage determination.   We have been in constant communication with our insured so they remain aware of the claim status and progress regarding the matter.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

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

***********************
Sr. Claims Manager, Casualty
Phone: **************
Customer Answer
Date: 08/24/2022

Complaint: 17715855
Hi ***,

I am rejecting this response because:
We own over 212 units, this is a very common claim, as a matter of fact there was exact same case with another insurance company in Jan and a lawyer was assigned within 2 days and issue was resolved and we were right and no money was given to the tenant.

I have filed this claim on 8/6, it is about 20 days and we still don't have review of coverage.
To me it appears AAA is working sooooooo hard to find something and deny the coverage ? This is not proper nor ethical!

Sincerely,

***********************************
Business Response
Date: 09/02/2022
September 2, 2022

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

Attn: ********

Re:       Complainant: ***********************************
            BBB File Number: 17715855

Dear *** L:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
As of the date of this letter, we remain in the process of reviewing the summons and complaint filed against our insured to determine if there is coverage for the causes of actions listed in the complaint. Additionally, we have reached out to the plaintiff attorney to see if they would ***** an extension to answer the complaint so we can finalize our coverage determination, to which they agreed. We have been in constant communication with our insured so they are aware of where we are at regarding this matter.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

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

***********************
Sr. Claims Manager, Casualty
Phone: **************
Customer Answer
Date: 09/06/2022

Complaint: 17715855

I am rejecting this response because:
I filed this claim on August 6th! today is Sep 6th and we do not have a review of this claim yet!
It comes across that AAA is working VERY VERY hard to reject the claim somehow!
I had similar issue with another property earlier this year, within 2 days of my claim I have a lawyer assigned to the case and we actually won the case with no settlement.
Asking for extension is unacceptable. We should have never been in such a position ...

Sincerely,

***********************************
Initial Complaint
Date:08/14/2022
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.
Please see the attached document with a more thorough explanation. Basically, I canceled CSAA insurance and then received a bill for $136.28 which is mathematically impossible for me to owe their company. I have been waiting for a manager to call me back over a month and have been unable to speak with a representative on the phone from the company who can fix the error or even explain how I would owe that much. I would appreciate CSAA fixing this ************* and reaching out to me to let me know this issue is resolved.
Business Response
Date: 08/15/2022
Dear **********
Attached please find a detailed billing statement for ********************** account. A past due balance of $136.28 remains.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/15/2022

Complaint: 17715400

I am rejecting this response because: CSAA has an inaccurate original charge amount of $2,711.00. That is not the correct amount. The correct amount is $2,386.00. My yearly insurance was $1,409 for vehicle #1 and $977 for vehicle # 2. Which equals $2,386 not $2,711. Attached is the bill for my yearly insurance amount that demonstrates the amount for my yearly insurance is $2,386.00, not the amount of $2,711.00 like shown on the document sent by CSAA in their response. The amount they sent is incorrect and not what was agreed upon for my yearly insurance. Please see the attached documents. One document has the yearly amount per vehicle circled.

Sincerely,

*************************
Business Response
Date: 08/17/2022
Dear **********
I have provided a renewal bill to reflect the $2,711.00 renewal premium. The per diem breakdown provided by ****************** is inaccurate, as the daily rate changes throughout the term when changes to the policy are made. Please reference "Endorsements" in the detailed billing statement provided in our last response. The outstanding balance of $136.28 remains due.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/17/2022

Complaint: 17715400

I am rejecting this response because:
1) The renewal Bill CSAA just attached was not even the current insurance premium or most recent insurance coverage. That bill CSAA just sent has a 2016 **** suv which was not even the vehicle I had covered from them when canceling coverage. The last vehicles covered by CSAA was the 2018 Atlas and a 2017 **** Explorer. The bill they just has been amendments and changed multiple times. Please see attached documents. I have highlighted the vehicle that was covered on the most recent insurance update on May 1, 2022 which shows the correct vehicle. I also highlighted the policy declaration which shows I had a different vehicle covered than what CSAA sent in the previous message. CSAA sending a bill that is clearly inaccurate and does not even have what was the current vehicle covered demonstrates the unethical practice by CSAA. I also attached their message with the vehicle that they showed was covered so that you can easily see it is different that the vehicle that was currently covered.

2) The bill CSAA sent to you also had a major error that ultimately was corrected by the company and lowered the premium amount significantly for the year. CSAA increased my yearly mileage for the 2018 Atlas to ****** miles per year without my consent, which was actually more mileage than I had even put on the Atlas in two years. Once again demonstrating the lack of ethics by CSAA, and it is even more unethical that they bill attached by CSAA in response did not show the yearly premium after those changes were made.

3) The premium was updated throughout the year when a new used vehicle was added and one was removed. The policy was also updated when the yearly mileage was reduced by half the original yearly miles. **** of those changes are shown on the bill attached by CSAA, which ultimately makes the bill they attached irrelevant since it is clearly not accurate.

4) CSAAs original response to the BBB included a breakdown of payments and the amount owed. The amount owed showed the amount in the most recent attachment bu CSAA which clearly and factually show a different vehicle than what was covered when I cancelled coverage from CSAA. That makes it impossible for their original attachment to be accurate since it is using a bill that is based on a vehicle not covered any longer and one that had the milage reduced.

5) Please also see the Insurance declaration attached for the yearly premium based on the correct vehicle coverage. Perhaps CSAA could provide a bill that shows the correct vehicle coverage with the correct yearly mileage to see if that is a different yearly premium than what was just sent by CSAA.

6) the auto declaration is agreement between the company and client on the amount to be paid for the year and coverage promises. Clearly CSAA is attempting bad faith in honoring their contract between their company and client by not going by their most updated policy declaration and premium.

Please see all of attached documents. Moreover, please compare the premium on the documents and vehicles covered.

Sincerely,

*************************
Business Response
Date: 08/19/2022
Dear **********
The initial renewal bill reflecting $2,7314.52 was provided to correct the inaccurate daily breakdown provided by ******************. As stated in Mr. ******** rebuttal, and outlined in our previous correspondence, the premium changed throughout the term when policy changes were made. Those changes that created a credit are accounted for in the detailed billing statement. The outstanding premium is valid and due.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/20/2022

Complaint: 17715400

I am rejecting this response because: the reasoning by the CSAA representative is mathematically inaccurate. I understand the originally renewal bill was $2,711. However, my yearly rate ultimately became $2,386, which is a $325 amount difference. In the detailed billing statement provided by the CSAA in the original message, it doesnt not show $325 in credits as it should. It shows $149 in credit. I am at this point still unable to understand where the bill they are saying is due is originating from. I also am not understanding why $325 was not credited and only $149 was. I would appreciate if the CSAA representative could provide a more detailed response that explains where the amount they claim is due is originating from and billing statement that is more descriptive, perhaps even a per diem rate so I can see what my daily rate was. I know the representative from CSAA on the phone with me originally stated they use a daily per diem, so I would assume that information should accessible to the CSAA representative. I have not issue paying a bill that is due so long as I understand why I owe the bill. My credit is 800+ and never have I not paid a bill owed. However, CSAA showing an original bill and then saying because of adjustments this is owed without being able to accurately show a more descriptive breakdown is an issue. My repeated phone calls and then me filing a report with the BBB regarding this issue would hopefully demonstrate to the CSAA representative that I am not understanding exactly where this amount is coming from yet they seem to not be truly demonstrating where it is coming from either. They are saying my claims and numbers are immaculate yet they are providing general documents with vague responses. I would like a descriptive response explaining how I owe this and with the math showing it. At this point I feel they cannot truly explain how this is owed. Lastly, all I have been requesting is this issue bill I feel is not owed to be resolved, but at this point I really would also request a response on why when my insurance was renewed did CSAA increase my milage on my 2018 Atlas to ****** a year, when it was originally at ***** miles the previous year, and when ****** miles was more than I had driven in two years with the vehicle? That too increased my premium but never was explained why the company automatically did that. Attached is the original document from CSAAs response with only 149 credited rather than the 325 difference in yearly premium.

Sincerely,

*************************
Business Response
Date: 08/24/2022
Dear **********
We understand and respect any customer wanting the specifics about an outstanding balance. Again, we will refer ****************** to the detailed billing statement provided in our initial response. All of the policy changes have been captured. Additionally, ****************** received updated documentation after each policy change. The balance remains valid and due. We will consider the matter closed once final payment is received.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/24/2022

Complaint: 17715400

I am rejecting this response because: the message does not provide any clarifying information. The original billing statement does not show a $325 credit like my account should have had based on the yearly premium dropping $325 for the year. One other point I would like make is that my account was automatically withdrawn each month. For the month of May CSAA only withdrew $85 instead of the normal approximately $230. They reason they did this is because they said I had a credit of $149. It does not make sense how I could be credited $149 for the month of May but then have a bill of 136 due when I canceled the insurance on June 3rd. CSAA should have the recorded phone call I had with the CSAA representative in which they said my account was to be credited for the month of May.
Moreover, since this conversation does not seem to be progressing or further explaining where the bill is originating from and how it is calculated it makes me believe either CSAA does not really understand how the bill is what it is or CSAA is just trying to bully people into paying a bill that a customer does not understand. Is it possible to set an appointment up with a CSAA representative in the ******* office to go over the bill?

If not, then unfortunately I will need to evaluate other options going forward such as small claims court over the issue, or other legal issues.. As we all know, the constitution protects monetary disputes over $20. Additionally, I have spoken with my ******************* and they protect individuals against fraudulent service, and it is my belief that CSAA not abiding by their agreed annual premium and unwilling to explain the miscommunication/understanding in charges warrants a fraudulent service. Therefore, I will be forced to have my credit card company withdraw the entire annual premium that I already paid to CSAA.

Sincerely,

*************************
Business Response
Date: 08/29/2022
Dear **********
We have provided sufficient documentation to support the past due balance. ****************** is free to visit any AAA office to discuss his cancelled policy. We now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
************
Customer Answer
Date: 08/30/2022

Complaint: 17715400

I am rejecting this response because: I visited the ******* office in July and was told they had no one to go over billing at to call CSAA over the phone. I still do not understand the bill and dispute the bill. The documents provided by CSAA do not adequately represent where how the amount they claim is past due is due. In May, I was credited $149 as a result of changes to my policy which the CSAA representative said based on what I had currently paid I was due back $149. I canceled my policy at the end of that pay cycle/ month. So it does not make any logical sense how I could be credited $149 by CSAA in the same month that CSAA is now saying I owe $136. The conversation with the representative should be recorded and accessible to CSAA management, as is the documentation showing I was credited $149 in the month of May, as is the documentation that I canceled my insurance only 3 days after month of May ended. Moreover, I have not ever experienced or heard of a business crediting you money to then turn around 3 days later and say you owe money, especially without explaining how all of a sudden you went from being owed money to owing money. Based on this, I find the billed amount to still be inaccurate and find CSAA to be unwilling to admit the error or explain sufficiently how this bill is owed. I reached out to the BBB with the hope that this error could be fixed or the bill explained in more detail but feel neither has truly occurred.

Sincerely,

*************************
Initial Complaint
Date:08/09/2022
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.
I filed a claim the week of 4th of July 2022. There was damaged on my ceiling. AAA sent a person to inspected the damaged. It was determined that damaged was caused by the washing machine because it was leaking. AAA just sent me a letter telling me that my claim is refused because the damaged was for more than 14 days. I called them as soon as I noticed the leak on the ceiling. They are refusing to fix the ceiling and/or replace the washing machine.
Business Response
Date: 08/16/2022
August 16, 2022

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

Attn: ********

Re: Complainant: ***************************
BBB File Number: 17694066

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
We completed an investigation into the water damage presented by ***************** Our investigation included Leak detection details from American Leak Detection and mitigation company *********************** A leak was found at the washing machine on the second level of the home, resulting in water damage in the laundry room and fungi growth on the living room ceiling below. With the extent of damage and fungi growth, it was determined the leak had been ongoing and visible for more than weeks, which resulted in a full denial of coverage.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

***********************
Sr Manager, Claims
Phone: **************
Customer Answer
Date: 08/19/2022

Complaint: 17694066

I am rejecting this response because:

Sincerely,

***************************
I made the claim as a result of a recent leak in my living room ceiling. The first inspection company taped off the downstairs ceiling and installed a fan/humidifier. They collected a sample of the ceiling to test for asbestos.
Following this, a different company inspected the leak spot.

I was informed that I would get an update in a week. After a week, I heard nothing. I called and left a message for **************** (Claim Examiner). I contacted her supervisor since I hadn't received an answer. Finally, she called to tell me that I needed to meet with **************** for further information. A week later, I received a letter notifying me that my claim had been denied.

Why do I have to pay for insurance? For the past two years, I have paid my insurance premium (on time) every month. Insurance is defined as a process in which a company guarantees compensation for a particular loss, damage, illness, or death in lieu of the payment of a premium. I'm perplexed as to why the conclusion of my claim contradicts the goal of paying premiums, and I'd like to know why such a refusal was issued.
I would like to set up an appointment so we can further discuss this matter.

Thank you,
***************************
Business Response
Date: 08/25/2022
August 25, 2022

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

Attn: ********

Re: Complainant: ***************************
BBB File Number: 17694066

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
As an insurance company we have a duty to investigate claims presented for coverage in accordance with the insurance policy provisions. A coverage investigation was completed in regard to the fungi and water damage at Ms.Solaris property. Unfortunately, the water damage and fungi growth were determined to be a result of a leak ongoing for more than weeks which is not covered under the policy.
We have enclosed photos of the affected areas for your reference.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

***********************
Homeowner Claims Manager
Phone: ************

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