Complaints

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

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  CSAA

  3055 Oak Rd Walnut Creek, CA 94597-2098

• 

  CSAA

  2055 Meridian Park Blvd Concord, CA 94520-5722

• 

  CSAA

  1900 Embarcadero Ste 100 Oakland, CA 94606-5233

• 

  CSAA

  39600 Balentine Dr Newark, CA 94560-5376

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  CSAA

  1775 University Ave Berkeley, CA 94703-1513

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:08/03/2022

  Type:Product 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.

  I cancelled all 3 policies I had with CSAA (auto, home and personal umbrella). Despite my cancellation to the local ************* ** office, they auto charged my credit card for all 3 policies. This led to months of disputed charges & credits on my c.c. Now, there is a $112.62 CSAA charge to my card (transaction date of 7/19/22) which CSAA has been unable to explain.

  Business Response

  Date: 08/08/2022

  August 8, 2022
  
  Better Business Bureau, ****
  *************, Suite 625
  *******, ** 94607
  
  Attn:**********
  Dispute Resolution Specialist
  
  Re:         Complainant:                               *****************************
                  BBB File Number:                      17665313
  
  Dear *** L:

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

  Today, we connected with the complainant to update him on our findings, and he informed us that the issue has been resolved. The local branch office explained the July charge and it was a valid charge.

  We, at the insurance company, show record that all three policies were cancelled &refunds were released.

  We let the complainant know that if he had any further questions to give me a call.

  Sincerely,
  
  
  *****************************

  
  Policyholder Relations

  Corporate Headquarters

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

  Customer Answer

  Date: 08/08/2022

  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, however, CSAA'S response to my complaint is only partially accurate. The charges were not "valid,"; I had expressly terminated all 3 policies with the local P.H. CSAA office (due to substantial homeowner premium increases).  This led to a long series of CSAA credits/re-charges and re-credits, etc. - all CSAA's fault, and then sent by CSAA to collection against me, on top of that. 

  The local Pleasant Hill CSAA agent I went in to speak to on Fri, *********************************, was helpful and empathetic at the same time.  She got answers (from CSAA adjusters and others), promised to get back to me, and in fact did, within 30 min. of our initial call, and reported the auto. renewal credit card charges were errors on CSAA's part, and agreed the matter had been - and would continue to be - resolved/settled at the credit card level.

  Lots of unhelpful and unnecessary difficulty getting any response whatsoever via telephone from CSAA.  They made me - in the midst of continuing public health concerns - go into the local P. H. office in order to try to resolve the matter.  

  Last Fri., after CSAA resolved this dispute, I sent a separate e-mail to BBB explaining what had transpired, and that I was withdrawing my complaint.  I never heard anything back confirming my e-mail, or whether my decision/directions were received.  You also need to include some ability for complainants to amend/withdraw/etc. their initial complaints, esp. if the parties are able to resolve/settle the matter, as I did with CSAA.

  Sincerely,

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

• Initial Complaint

  Date:08/01/2022

  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.

  In March 2022 - Tow Driver arrived over 6 1/2 hrs late from the the indicated time of 90 minutes. Auto shop was closed by the time the tow driver arrived and was unable to make it to Auto shop appointment. *** returned the next day and gave tow. A complaint was filed with AAA. In July 2022- contacted at 6:10 am, for a tow to the auto shop for an appointment at 9:00 am - Was given an ETA of 2hrs. AAA contacted to notify that there will be a delay due to towing company not being open until 9:00. The issue is the service is supposed to be ********************************************************************************* the past. Did not hear from the agent. The Auto shop was unable to provide service due to vehicle not being there by the appointment time. Tow driver showed up after 9:30.

  Business Response

  Date: 08/11/2022

  We wish to offer her our sincere apologies for the delay.

  Here is the information regarding delay on our website regarding delays;

  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 *** be subject to longer 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 *** impair or otherwise limit our ability to assist.
  It is up to the Member to assure that they remain in a safe location while waiting for a service vehicle. AAA cannot and does not monitor road, traffic or other conditions that *** impact your safety, and which *** vary and change. If you advise us of any safety concerns at the time of your call for service, we will offer you the option of having the California Highway Patrol or other appropriate law enforcement entity be dispatched to your location. AAA will not be liable for any occurrence as a result of any road, traffic or other conditions that contribute to or otherwise impact service times, or any occurrence resulting from the negligence of any third parties. If at any time you feel that conditions are such that you feel your safety is impaired while waiting for service, please immediately call 911.
  

   

  Please let me know if you have questions.

   

  Sincerely,

   

  Lakshmi Pal

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17654204
  
  I am rejecting this response because:

  Consumer is upset that 24 hr response is not being handled as it should within 200 miles.  Consumer expects 24 hour tow.  Considers their advertisement fraud.  Consumer had to wait all day for tow.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/24/2022

  We will pay her membership renewal dues when it renews on 04/14/2023 in the amount of $119.99 for any inconvenience.

   

  Sincerely,

   

  Lakshmi Pal

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