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Business Profile

Auto Insurance

CSAA

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Important information

Complaints

This profile includes complaints for CSAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

CSAA has 78 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • CSAA

      3055 Oak Rd Walnut Creek, CA 94597-2098

    • CSAA

      1081 Market Pl San Ramon, CA 94583-4773

    • CSAA

      380 W Macarthur Blvd Oakland, CA 94609-2819

    • CSAA

      1580 Chabot Ct Hayward, CA 94545-2423

    • CSAA

      1700 Somersville Rd Antioch, CA 94509-1395

    Customer Complaints Summary

    • 360 total complaints in the last 3 years.
    • 122 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/29/2022

      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.
      My brother ********************************* passed away in December of 2021, this company keeps sending bills, flyers, and membership offers to his home. My brother never owned a vehicle prior to his passing. I have contacted them multiple times asking them to remove him from their database and to no longer send him things. I am his POA and have now received all this mail. This company continues to ignore my request and send out unwanted material.

      Business Response

      Date: 07/07/2022

      July 7, 2022

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

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

      Re:         Complainant:                               ***** ******           
                      BBB File Number:                      17492203

      Dear *** L:

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

      Below you will find our response concerning this matter.

      On July 1st,we contacted the complainant and apologized for receiving marketing material for her deceased brother. We notified the Club responsible for mail-outs, and requested his name be placed on the Do not solicit list. We let the complainant know that if she should receive any additional marketing material going forward, to please contact me directly.

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

      Sincerely,


      *****************************
      Policyholder Relations
      CSAA Insurance Group
      Phone: **************

    • Initial Complaint

      Date:06/29/2022

      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.
      I was late on my payment and I was sent an email by AAA auto insurance stating that in order for my policy to be reinstated I had to pay the minimum of 79 dollars and eighty-three cents so I made this payment under the impression that the email that I was sent by the company was the correct amount I was supposed to pay once I made the payment I received an email the next day stating that my policy was cancelled because I still owe 14 more dollars the $14 is an overcharged and I am not going to pay it and I would like help with getting my policy reinstated or getting the money from my policy refunded to me so that I can go somewhere else that has better customer service and is more supportive of their customers

      Business Response

      Date: 07/08/2022

      July 8, 2022

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

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

      Re:                 Complainant:                      ***************************
                      BBB File Number:                      17455539

      Dear *** L:

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

      Below you will find our response concerning this matter.

      The complainant did submit a payment of $79.83, per our notice this past due amount was due on 05/01/2022. Unfortunately, the online-payment the complainant made to us was on 05/02/2022. The complainant did reach out to our local ************* on 05/03/2022 and 05/04/2022 asking if he could get the policy reinstated. A reinstatement in the insurance industry means a person's previously terminated policy can resume if the already policyholder meets the specific requirements for reinstatement. Unfortunately, the policys history and activity did not meet our requirements to allow a reinstatement. We informed the policyholder of this and let the policyholder know a new policy can be written.

      Our records show the complainants policy cancelled due to non-payment effective 05/01/2022. We do show a $14.05 balance remaining on the policy for providing coverage up to May 1, 2022. We will be withdrawing and no longer pursuing the balance amount. No refunds are warranted as all monies received from the complainant went toward providing liability coverage up to May 1, 2022.

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

      Sincerely,


      *****************************
      Policyholder Relations
      Phone: **************

    • Initial Complaint

      Date:06/29/2022

      Type:Sales and Advertising 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 had been in a car accident on May 27, 2022, my claim # is ************. it was a 4 car accident and I wasn't at fault. A police report was made on 05/27/2022. After a few days I had gotten a copy of the police report by email. On 05/31/2022, I had spoken to *************************** Senior Damage Appraisal, he came to the house and later emailed me an estimate amount of the damage for my car. I had then contacted Jordan ********** who had mailed me my claim information on 05/31/2022. I had left several voicemails and haven't been able to reach her so I called her supervisor ***********************. He had initially been taking care of the issue. As I had been calling and leaving voicemails for him to return my call, I haven't received a call back. I need someone to get in touch with the other insurance companies so I can get my car fixed. I have called the other insurance companies myself and no resolution has been resolved. I need professional help. I have the estimate of how much is my damage of my car. All I need is a check so I can get it fixed. Thank you.

      Business Response

      Date: 07/06/2022

      July 6, 2022

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

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

      Re:         Complainant:                               ****** *******      
                      BBB File Number:                      17499971

      Dear *** L:

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

      Below you will find our response concerning this matter.

      When the complaint arrived, we contacted our policyholder. As she stated, her car accident involved multiple cars. It was agreed that we would approve payment for her repairs. We will then take the other insurance companies to arbitration if they continue to deny liability. She was happy to accept full payment for the vehicle and to let us handle the liability dispute.

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

      Sincerely,


      ***************************
      Claims Management
      Phone: ************

      Customer Answer

      Date: 07/07/2022

      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:06/28/2022

      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.
      They had stopped sending me mailers for several months but have started sending me mailers again at a new address. Ive told them several times that I do not have and will never have a car and they insist on sending mailers. Pervious BBB complaint was #********

      Business Response

      Date: 07/06/2022

      July 6, 2022

      Hello *** -

      We are in receipt of the inquiry filed by ********************* on 06.28.2022. We have removed ****************' information from our database per his request. We ask that **************** allow 6 to 8 weeks to see a decrease in the solicitations. 

      Sincerely,

      Policyholder Relations 

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

       

    • Initial Complaint

      Date:06/10/2022

      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 canceled my home owners policy 3/31/2121. I have been told repeatedly they are mailing me a check for my refund. The amount is $4,816. I still have not received my refund. I received an email and a letter of confirmation confirming they will be mailing my refund check to my new address. I have talked to many different people. They all assure me the check is coming in the mail. They claim they have issued 2 checks. They refuse to wire the money into my account. I have offered several different solutions to no avail. They refuse to do anything.

      Business Response

      Date: 06/17/2022

      June 16, 2022

      Better Business Bureau, ****
      Attention: **********
      Dispute Resolution Specialist

      Re:                 Complainant:                      *************************                     
                      BBB File Number:                      17412834

      Dear **********:

      We are in receipt of your offices inquiry dated June 11, 2022, for the above complainant.

      Today, we reached out to the complainant and provided ****** with an update. We do show record of two prior refund checks issued and sent to her old address. We voided these checks. A (paper check) refund has been released to the address she provided. We advised the complainant to allow **** business days for delivery by ***** Unfortunately, the complainant is not an account holder of the mobile banking app we use for an electronic transfer.

      We send our sincere apologies for any frustration or confusion that this may have caused the complainant and the resulting unfavorable impression ******************* have of us, as that was not our intention. 

      We will continue to monitor to ensure the complainant receives the refund.

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

      Sincerely,

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

    CSAA is NOT a BBB Accredited Business.

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