Auto Insurance
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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
https://mwg.aaa.com/insurance
BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.
https://mwg.aaa.com/membership/terms-and-conditions
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.
- 110 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/23/2024
Type:Product IssuesStatus: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.
$100 Refund Not Processed - Formal Complaint I am extremely dissatisfied with **** service. On December 15th, I contacted support to request a tow for my car. I was informed that I had exceeded the service limit and would need to pay an additional $100 to use the towing service. This amount was charged to my bank account, but I decided to cancel the service as I did not agree with the extra charge.The representative assured me that the service would be canceled and that I would receive the $100 refund within up to four business days. More than five days have passed, and the refund has not been ***************, December 20th, I spoke with three different supervisors. Each one told me in separate calls that the refund would be processed to my bank account since none of the previous agents had done so. During the first call, I requested an email confirming the refund, but the supervisor refused to send an email, saying I had to trust his word. During the second call, the supervisor informed me that no refund had been processed, not even by the previous supervisors.I am being lied to with contradictory information. No refund has been issued, and AAA is showing a complete lack of respect for the customer. I am losing my patience with this disregard.I demand that the $100 refund be processed IMMEDIATELY and that I receive formal confirmation of this process. This issue has gone on for far too long, and it needs to be resolved now!Business Response
Date: 12/23/2024
Please forwarded this complaint to *** in ************
Sincerely
Lakshmi Pal
************
Initial Complaint
Date:12/21/2024
Type:Billing IssuesStatus: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.
*** sent a $64 collection to my credit report for a supposed amount owed to them.Business Response
Date: 12/22/2024
Please forward this to members local club in ***
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:12/21/2024
Type:Product IssuesStatus: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.
1. I called roadside assistance vendor ** through Allstate insurance (which is actually AAA) on 10/31/2024 and have paid roadside already for full amount by a business called SFM roadside assistance on my credit card ($270) 2.Roadside sent out **************** and **************** already took my car. My car was still drivable! The towing guy *drove* my car onto the towing truck! 3. I received a call from roadside assistance saying **************** had to charge me extra because my car was not drivable (?) and it will be a small amount lower than $100 bucks separately from what I already paid. 4. **************** called me to charge me $300 stating roadside assistance will refund me full amount I've paid before.If I don't pay them, I won't find my car at my destination. So I paid. 5. I didn't receive refund from Roadside so I called roadside. Roadside denied the refund and blamed me on paying whatever amount to Texas Towing. 6. I called Texas Towing again to ask about the whole double charge situation. Texas towing said they "had to" charge me more because roadside assistance only paid them $60. (?) 7. I don't care how much the two party have paid each other but all I hear is two parties trying to play dirty and both charging me a full towing amount! 8. I called Allstate, and AAA, and they kept saying I'm not an Allstate roadside member and *** needs to investigate then said their account team will contact me, but nobody ever contacted me. 9. My ask is that *** talk to Texas Towing and refund me at least $250 since I already paid roadside assistance; and apology on their irresponsible and careless actions .Business Response
Date: 12/26/2024
After searching our membership records for AAA ****, we are unable to find a membership record affiliated with this name. We do not write memberships through Allstate or SFM Roadside Assistance as indicated in the customer's ************************. We also do not write memberships for *********. If the customer is indicating they are a member of ********* and based on the customer's zip code of ***** provided in the letter, this would be the ************** to contact:
Get help with AAA memberships:
Phone hours: Monday-Friday from 8 a.m. to 6 p.m. and Saturday from 9 a.m. to 6 p.m.
New member information: **************
Changes to existing memberships and replacement cards: **************or
Get help with automotive services
Phone support:
AAA Roadside Assistance: **************AAA NCNU will not be able to assist with this complaint, as ******** *** is not a member of *********
Business Response
Date: 01/08/2025
Not our member please route to her local club.
Sincerely
Lakshmi Pal
************
Customer Answer
Date: 01/08/2025
Complaint: 22717834
I am rejecting this response because:my issue is still not reaching the right team
Sincerely,
******** ***Initial Complaint
Date:12/17/2024
Type:Customer Service IssuesStatus: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 am writing to formally appeal the termination of my membership, which I recently received a notice about due to an alleged breach of contract. I have been a loyal member for over 9 years without any prior incidents, and I believe that the situation on November 13, 2024, which led to this decision, was an unfortunate misunderstanding.On that day, the tow truck driver displayed an aggressive and unprofessional demeanor. Initially, he asked basic questions about the cars condition and whether the member was present. After agreeing to tow the vehicle, his behavior became increasingly confrontational. He paced back and forth and even removed his hat before approaching my car. He then asked for information regarding the cars registration. When I inquired what was needed, he informed me that the tags were outdated and that he could not tow the vehicle. I offered to provide proof of current registration, but he insisted that this could only be done if the proper documentation was physically ********** this point, I asked him to leave, as the situation had escalated unnecessarily. He began making loud and unprofessional remarks, and seemed to provoke a response, claiming that the incident was being recorded on camera. I would greatly appreciate it if this footage could be reviewed to better understand how the situation developed. The driver also threatened to call the police, though they never arrived. During the encounter, I contacted *** to inform them of the situation as it was happening. I was assured that someone would reach out to me, but I never received any follow-up communication.Given my long-standing and incident-free membership, I respectfully request a hearing to discuss the possibility of reinstating my membership. I believe this matter can be resolved fairly, and I am happy to provide any additional details or evidence necessary to support my case.Business Response
Date: 01/10/2025
We have been informed by our Corporate Security that membership cancellation stands.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:12/05/2024
Type:Service or Repair IssuesStatus: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.
In October I was in a car accident and the driver had AAA insurance. Since it was found that it was the other drivers fault I made arrangements with AAA to get my car fixed. - I dropped my vehicle off 10/29 at the Utopia Auto Body shop in ********** with ******* - The original total was over ***** dollars that then doubled to over ****** dollars - I had almost no contact with both AAA and Utopia. It was supposed to take 2 weeks. Once it passed the 2 week **** I had to call them to ask them about my car. Only to be told that it would take an additional week to fix my car with an extra ***** dollars. When they finally finish working on my car. I picked it up to find that my car door no longer worked. Note that it was still working even after my accident. I called them back to get it fixed. They had me drop it off and once I was back home I realized the car door still wasnt opening right. So I called again to let them know that it was a not working. At the Utopia shop ****** made a joke asking me if I wrote a bad review about him and if I did he wasnt going to fix my car. I didnt think anything about it till later. Three men came out to prove that my car door was working and that it was fine. The only way I can open my door is by using the car fab. ****** had his hand in his pocket as he tested my car door stating that it works just fine. I felt flustered when they were laughing and thought I must of made a mistake. Only to find out that the door still wont open. I thought it would be best to call my AAA adjuster only to be yelled at and told that he would investigate the matter. He called back later to state that there was videotape of me and my working car. He then told me to take it to a car dealership to get it checked to see if there is a problem. If there was anything wrong that he would reimburse me for my fees. Stunned that he was acting out of character. He was very nice until I was having these issues. I called his manger and havent heard backBusiness Response
Date: 12/11/2024
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on December 6, 2024
We have addressed the auto damage concerns with the complainant. After speaking to the complainant, we have set them up with another auto repair shop of their choice to address the reoccurring damage concerns. The complainant is in the process of taking the vehicle over to the shop for evaluation. If the shop finds the damage to be related to the accident or the initial repairs, we have given the shop authorization to repair the vehicle and we will cover the costs. We have also addressed the quality concerns with the initial shop and adjuster.
Sincerely,CSAA Insurance Group Claims Department
Customer Answer
Date: 12/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:12/05/2024
Type:Service or Repair IssuesStatus: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 am a premier member of ********************. On November 21, 2024 at approximately 8am I ran out of gas and contacted AAA for roadside assistance. A driver arrived about 20 minutes later and put 2 1/2 gallons of gas into my tank. I drove about 2 blocks and my car completely shut off. I was unable to start my car and had to push it into the ******* parking lot and call AAA for a tow. *** showed up and towed my vehicle to the closest service provider which was in *********, **. The next morning I received a call that my gas tank was filled with 90% water and 10% gas. The mechanic advised me that there was damage done to the tank and fuel pumps and my entire fueling system may have been damaged. It has now been 16 days and I received a call that my fuel injectors may have been damaged as well. I have called and asked for a rental or a loaner vehicle and I have only received the run around.Business Response
Date: 12/11/2024
We have given her case to our insurance company;
Here is the information and an adjuster will review and address
The ESIS report number is 1E01E017227517
Agent's name: **** ******, phone #************
Email address: **************************************Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 12/13/2024
Complaint: 22646210
I am rejecting this response because:AAA did nothing about this issue until it was sent to the insurance adjuster. ESIS and **** ****** were on top of it immediately. My issue was finally addressed after ************************************************* *********. I didnt have the money at the time. I live paycheck to paycheck as most of us do and without a vehicle I dont have a paycheck therefore I incurred loss of wages as well as being outside in the rain. I had to walk in a suit and dress shoes in the rain to try and find shelter after AAA dropped us off at a hertz location that didnt have anymore vehicles for the day. It was after 4pm so I wasnt able to get a hold of anyone that could help us. I had to take **** all the way to the ****************** only to find out they didnt have any cars left for rental either and it was the weekend. It has been an absolute nightmare and I was not compensated or even remotely taken care of due to the actions of ***. The only good thing about all this is the Insurance adjuster took care of me immediately. Thank God for him and his colleagues. I incurred so much loss and so much suffering due to the lack of care of ***. It saddens me that people are not concerned about others and their well-being even if its their job. Where is the humanity? Where is the care for another human being? What has happened to customer service. AAA is paying for my car to be fixed but because it has damaged the engine will it really be fixed and will it run the same as before water was put in my gas tank? It has been 23 days and my car has finally been repaired by a *** service provider. My fear is that this is not over.
Sincerely,
*** *********Initial Complaint
Date:12/04/2024
Type:Service or Repair IssuesStatus: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 was fed misinformation from a member of the *** team. I called and inquired about adding a new car before my monthly payment renewed. I was told there would be no change that month but the next month it would jump up to almost 400. When I mentioned that was a lot and I would need to cancel the guy assured me to wait until next billing period. I asked if I canceled if there would be any overage fee or cancelation fee. Where I was told no. It would but a clean cut with no charges or surprise fees. I agreed and left the conversation at that. Jump to a month later I called to cancel my policy as the guy I talked to told me to do. Surprise $150 fee to be paid or else it go to claims per the lady I talked to today. Tried to talk to a supervisor but no one could seem to find one or I would get hung up on while trying to find one. After 12 years, this is the treatment they give their customers. Surprise fees, threats, and hanging up on them. Glad Im leaving. *** make it right with your surprise feeBusiness Response
Date: 12/17/2024
December 16, 2024
Better Business Bureau, ****
Re: BBB File Number: 22641892
Dear Better Business Bureau, ****: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.
Our records show that the complainant cancelled her auto policy with us on December 4, 2024. Prior to the cancellation, the complainant added a car effective November 1, 2024.
The policy is showing a balance of $147.50. The complainant is correct, we do not charge any cancellation fees, the $147.50 is strictly additional premium for providing protection & coverage for the new car prior to cancellation.
We are also aware that the complainant called in on December 4 and asked to speak to a supervisor about this matter. The agent attempted to transfer the complainant, but the policyholder was no longer on the line. The next day, one of our senior supervisors in Service called and left a voicemail message for the complainant with his contact information.
We also show record that the complainant had an online-chat conversation with our Service Team on December 4 and the explanation for the additional charge was provided.
We do apologize for any confusion. Unfortunately, the request to adjust the bill is denied as this is a valid premium charge.
Should you have any questions or require any additional information, please let us know.
Sincerely,
CSAA Insurance Group Policyholder Relations DepartmentCustomer Answer
Date: 12/17/2024
Complaint: 22641892
I am rejecting this response because:The number I was given for the superior was not valid to call back. Had I known this premium increase ahead of time I would not have added the car again misinformation to get me to do something then charging me for it later. Nowhere was this information stated when I added the car. IWhich is again misinformation and is illegal to tell someone one thing, then switch it. Especially when they decide to leave the company. A bit like retaliation to me.
Sincerely,
***** ******Business Response
Date: 12/20/2024
December 20, 2024
Better Business Bureau, ****
Re: BBB File Number: 22641892
Dear Better Business Bureau, ****:
We are in receipt of the complainants additional comments and concerns submitted December 17.Below you will find our response concerning the additional comments and concerns.
The complainant commented that had they know of the additional charge, they would not have added the car to their policy.
The vehicle was added using our online portal, once the transaction is completed, we informed the customer of the additional charge of $1,033, we also provide an Amended Declaration and CA Evidence of Liability Insurance card. We do this on every transaction completed whether in person, online, or over the phone.
Regarding not being able to follow up with the Service Supervisor because an invalid phone number was provided.
The complainant could have contacted our ******************* the agent would have been able to transfer the complainant to the supervisor involved (as the policy is noted with the supervisors name). We do apologize for any confusion concerning this matter.
In closing, as noted in our prior response, the charge was found to be valid. Payment can be made to us by visiting a local ****************** calling us at ************ or mailing a check to CSAA Insurance,***********************************-0277, please list the policy number.
Sincerely,
CSAA Insurance Group Policyholder RelationsCustomer Answer
Date: 12/23/2024
Complaint: 22641892
I am rejecting this response because:
I once again deny this response. As I stated in my original request via phone with *** I was advised to add the car for a month since they claim they could not adjust it before the auto pay was due (even though Ive had family who have had to pay to add a car later that same month?) until I could find other coverage because almost 400/month is insane. I did indeed add it through online since I did not want to be driving a brand new car home without insurance. When I called the agent and asked about the difference is when I decided I was going to cancel and go somewhere cheaper. I asked the original agent if I added the car if I would need to pay more since the premium would go up the following month. To which I was told no. I asked if I cancelled if I could need to pay the overage. Again to which I was told no. This is creating the false pretense. So I added the car for the month until I found other coverage for the car as the agent advised me. When I brought this up to the lady who cancelled my policy I was met with the threat of being taken to claims if I did not pay. Which is rude and adds unnecessary emotion stress. I called and asked if a supervisor to which I was transferred to someone else who was not a super. I explained my point and asked for the adjustment due to being misinformed and she told me she was not a supervisor and would need to transfer me to one. To which I waited many many minutes for the phone just to be disconnected. I tried to call back and no one had any idea who I was talking to. I was frustrated and gave up for the day. A man called me the next day while I was at work and unable to answer. He left a number to which I tried to call back and am unable to get ahold of anyone. I tried calling just the basic AAA number again and again no one was able to help me with what I needed. So again I gave up very frustrated still. So I brought my issue here to try to receive help. *** is very unwilling to work with me for a problem one of their agents created. I left for a cheaper insurance company simply because I cannot pay the extra $150 a month. Im a single parent with one income and no help. I cannot pay this and will not pay this because of the misinformation AAA provided. Again HAD I known if I canceled after adding the car I would still need to pay the overage for that month. I wouldnt not have added it.
Sincerely,
***** ******Business Response
Date: 12/24/2024
December 24, 2024
Better Business Bureau, ****
Re: BBB File Number: 22641892Dear Better Business Bureau, ****:
We are in receipt of the complainants (2nd) additional comments and concerns submitted December 23 to your agency.
We understand the complainant does not feel this is a warranted charge and continues to claim a representative informed her that there would be no charge.
Our online portal is designed for convenience in allowing our customers to do simple transactions such as adding a new vehicle to the policy. Our portal will clearly note the additional premium charge when making a change. Also, in the complainants comments, the complainant admits knowing of the increase in premium and opted to add the vehicle to not drive a brand new car without insurance.
As noted in our original response dated December 16, the charge was found to be valid.
Sincerely,
CSAA Insurance Group Policyholder RelationsInitial Complaint
Date:12/02/2024
Type:Service or Repair IssuesStatus: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.
2 weeks ago I contacted *** for a towing need from my house to a local mechanic. (approximately 5 miles) I was told I had used my allotment of tows for the year (4) I am aware of two tows requested this year and 1 battery b/purchase, which I assume counts as a tow.But not 4. *** referred me to another towing company of which I found out later that they would have charged me. 4 hours latter I provided my wifes card number and a tow truck driver from *** arrived and performed the tow to my satisfaction. My complaints are as follows. 1. *** policy of 4 tows per year is not advertised unless it is in the fine print of their policy. Buying a battery is not a tow. I have been a member of *** for 60 years, yes 60 years and I am sure most of those years I did not have any towing needs. 2. I found out that *** will not perform a second tow if needed from the mechanics shop to wherever is needed. A tow is a tow. 3. *** will not tow a unlicensed vehicle. Other towing companies will tow any vehicle 4. *** does not notify their customers of the above, but does advertise in many places they "TOW" vehicles. I am glad my towing experience was not life threatening. The delay caused me considerable juggling of my time and the time of my mechanic. The tow driver did a good job, the rest of the towing experience needs a shake. up. With this complaint I ask that BBB request AAA to inform AAA customers of this restriction in the advertised services of AAA or perferably eliminate these restrictions of AAA customersBusiness Response
Date: 12/04/2024
We have ordered a refund check in the amount of $164.99 to member, which he should receive within the next ***** business days. For any inconvenience he encountered we will also pay his membership dues when it renews on December 18, 2024.
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:11/28/2024
Type:Customer Service IssuesStatus: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 insurance loss claim in July 2024 my renewal just came up and my insurance was raised , I tried to call another company and get a quote the insurance agent told me that this claim was reported three times two claims for zero dollars and one claim for 5000 an this is all one claim by them reporting the same information three times it looks like three different claims and I cant get a quote from another company based off there error as this should only show one time as its one issue I have called and was told they will give me a letter they need to remove the errors from my insurance records or file so other companies see accurate informationBusiness Response
Date: 12/13/2024
Contact has been made with the customer, and we are working together towards a resolution.
CSAA Policyholder Relations
Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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.
This message is in regards to a complaint against CSAA Auto insurance for refusing to honor claim # ****-971943 made for an accident which occurred on October 21st on the Corner of **********************************************. The driver of the vehicle insured by CSAA Insurance caused an accident hitting another vehicle into my parked and unoccupied 2014, ****** SENTRA (Sedan) totaling the vehicle which is currently housed in a collision shop for storage. Three other vehicles were also damaged as a result .The 73rd Precinct responded and created the accident report , MV-2024-073-****** to document the incident. I communicated with the assigned Adjuster, ****** for a period of 1 month between October 24th, 2024 to present day. The adjuster ****** assigned to Claim # ****-971943 did make promises stating that she would attempt to contact the driver and if no contact was made after a 30 day period she would honor the claim based on the attached police report and aid in the purchase of a rental vehicle. The assigned adjuster did go back on these promises when contacted on November 25th, 2024 and proceeded to threaten denial of the claim ; hanging up the phone on me while I called to seek help. Attached is the complaint filed to the *********************** services and the Police Report filed in regards to the original incident which supports that their insured driver is at fault for all damages that occurred in this incident. I will continue to seek compensation and relief for the damages to my vehicle. Regards.Business Response
Date: 11/27/2024
November 27, 2024
Better Business Bureau, ****
Re: Complainant: ***********,******
BBB File Number: 22605568
Dear Better Business Bureau, ****: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 acknowledge the concerns and have researched the inquiry. We can offer the following information following our review of the claim file and coverage investigation.
We understand the frustration and inconvenience this situation has caused the complainant, and we appreciate their patience as we work through the necessary steps to resolve their claim. We have been conducting a coverage investigation regarding the *********** is essential for us to complete this investigation to ensure that all aspects of the claim are accurately assessed. Following report of the claim on October 24, 2024, we sought contact and cooperation from our policyholder to verify the facts and circumstances surrounding the incident. This process can take some time, and we are entitled to the necessary period to complete it.
Additionally, the complainant has a duty to mitigate damages under these circumstances. This means taking reasonable steps to prevent further damage to their property while the claim is being investigated. Although we initially set the expectation to complete the investigation as quickly as possible, certain complexities required additional time, which is reasonable given the circumstances.We are pleased to inform the complainant that we have recently completed our coverage review and will now proceed with processing their claim.Arrangements have been made for the inspection of their vehicle, and we will move forward with the necessary repairs and claim processing.
We hope this has brought some clarity to the complainants concerns and thank you for the opportunity to address this inquiry.
Should you have any questions or require any additional information, please let us know.
Sincerely,
CSAA Insurance Group - Claims Department
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