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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

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    Customer Complaints Summary

    • 358 total complaints in the last 3 years.
    • 126 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/30/2025

      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 activated my membership and they made me pay $75 to use it on the same day, saying that I must wait 48 hours to use it if I didnt want to pay the fee.I called roadside assisance and when they told me that I said forget it. I hung up on the operator. He STILL SENT HIS GUY OUT. I got a hold of Tesla's free roadside assistance and they dispatched a tow truck and I was waiting. Then the Triple A truck shows up and I asked him why did he still show up when I told him on the phone not to come. So being the kind person I am, I agreed to take their tow because he was there, even tho Tesla's was going to be free and they were on their way, and I was just going to cancel my AAA membership after everything.Then the *** asks me where I would like to be towed to, ( the address of the tire shop within 5 miles was already in his phone, but he convinced me to get it towed somewhere else closer to my friend's house). So I thought it wasnt going to cost anything extra bc why would he ask me if it was? And he did not tell me it was going to be extra. At the end he slaps me with this bill for going an extra 9 miles and I refuse to pay it saying he did not tell me it would cost more, and why did he even show up in the first place when I canceled him? And then offer me to go further knowing it would cost more than the $200 I already paid to even use the service, including the extra 75 to use the serice right away. The *** told me I needed to pay 108$ and would not let my car down for over an hour. The tire shop could not get to my car and change the tire. They closed while we were arguing. I had to leave my car there, and miss work the next day, and get a hotel. So the whole thing ended up costing me over $700 in fees at the end of all of this. All because *** sent their truck when I had asked them not to and the *** showed up insisting that he tow me bc he was already there.

      Business Response

      Date: 04/04/2025

      We contacted he member and have address her concern to her satisfaction.

       

      Sincerely,

      Lakshmi Pal

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

    • Initial Complaint

      Date:03/27/2025

      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 contacted AA regarding my AAA auto insurance. I explained to the ***resentative that I seldomly drive my vehicle and was looking for a reduction in my auto insurance, the ***resentative stated to me that she was able to reduce my monthly payments to $145 abased on my mileage. the monthly payments were not reduced expect for that current month. I attempted to explain to a supervisor as well as the escalated team however was not supported, on super (*****) chuckled when I attempted to explain the situation and questioned my competence. I attempted to explain to the service *** at the corporate office however she was not supportive. I am requesting for a monthly adjustment to my bill as the *** explained that this would be the case following the March 4th call.

      Business Response

      Date: 03/28/2025

      March 28, 2025

      *** *. Better Business Bureau

      Re: BBB File Number:23126292

      Dear Better Business Bureau, Inc.:

      We are in receipt of your offices inquiry. We have reviewed the complainants concerns and have addressed them as follows.

      Our records show that on March 4, the complainants auto policy was updated to reflect a reduction in the Estimated Annual Miles Driven. This update, known as an endorsement, generated a $109 credit to the policy. The agent followed up with an email to the complainant, advising her of her next payment due date and amount. Our records indicate that we did not receive payment on the due date. The complainants concerns were subsequently escalated to our department. We provided an itemization of her account, showing all charges and payments received, and spoke with the complainant on March 27.

      The attachment (email) submitted with this complaint was reviewed. This is the follow-up email our agent sent the complainant showing due date and amount due.

      Unfortunately, the $254 being requested in this inquiry is premium and does not merit a refund. The complainant indicated to our department that she likely will cancel her policy. We are disappointed to hear this. We do not charge any cancellation fees. The complainant can contact our Service Team, available 24/7, to process and close her account with us. Please note that there may be a balance due for providing coverage up to her cancellation date.

      Should you have any questions or require any additional information, please let us know.

      Sincerely,

      CSAA Insurance Group- Policyholder Relations - Corporate Headquarters

      Customer Answer

      Date: 03/28/2025

       
      Complaint: 23126292

      I am rejecting this response because: The agent stated that she would adjust my monthly payments. However, the agent made an error, and I am requesting that my monthly payments be adjusted as The agent stated that this was what she was going to do when I called in on March 4, 2025

      Sincerely,

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

      Business Response

      Date: 04/01/2025

      April 1, 2025


      *** *. 
      Better Business Bureau:

      We have reviewed the additional concerns submitted by the complainant.

      Unfortunately,our review found no misrepresentations by our agent. In this complaint, the complainant included a copy of the email received from our agent after the March 4th call. The email does not indicate an adjustment of monthly payments (installments). Per our March 28th response, an endorsement (change) was made to the policy causing a $109 credit. This credit was then applied to the policy as explained in the agent's email (included in this complaint from the complainant). 

      Unfortunately, the request to adjust the complainant's payments cannot be honored.

      If the complainant has any further new information that the complainant would like us to consider, please present. 

      Sincerely, 

      CSAA Insurance Group - Policyholder Relations - Corporate Headquarters 


      Customer Answer

      Date: 04/01/2025

       
      Complaint: 23126292

      I am rejecting this response because: I am requesting a reduction in my monthly bill. I spoke with a representative on March 4, 2025 who stated to me my bill will be reduced as i seldomly drive my vehicle. The representative entered the reduction incorrectly. 

       



      Sincerely,

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

      Business Response

      Date: 04/01/2025

      April 1, 2025

      Better Business Bureau: 

      This appears to be a duplicate as we received on March 28 and responded earlier today. 

      Regards, 

      CSAA Insurance Group - Policyholder Relations - Corporate Headquarters 

      Customer Answer

      Date: 04/02/2025

       
      Complaint: 23126292

      I am rejecting this response because I am requesting for an adjustment on my bill. I spoke with the representative on March 4 who stated that she will make an adjustment to my monthly bill as I seldomly drive my vehicle.

      Sincerely,

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

    • Initial Complaint

      Date:03/20/2025

      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.
      On July 7, 2023 our ****** Maxima was stolen. We signed a release of liability to AAA for the vehicle & the vehicle was picked up by ***. *** denied our claim that was appealed. Since then, *** has refused to refund any premium dating back to date of loss, pay for replacement of vehicle, or return the vehicle back to us.

      Business Response

      Date: 03/28/2025

      March 28, 2025

      Better Business Bureau:

      We are in receipt of your offices inquiry.

      We have been alerted that the complainant also filed a formal complaint with the State Department of Insurance with similar concerns.  

      Please be advised, to avoid duplication, we will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant. The concerns submitted to your agency will also be reviewed and addressed in their response to the complainant. We hope this is acceptable.

      Should you have any questions or require any additional information, please let us know. 

      Sincerely, 

      CSAA Insurance Group | Policyholder Relations | Corporate Headquarters 


    • Initial Complaint

      Date:03/15/2025

      Type:Order 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 Just tried to pay my auto insurance before it lapsed. I was 1 minute late. I was redirected to a *** to reinstate it. I have done this before on several occasions because I live paycheck to paycheck and that's an understatement. I have done this on several occasions in the past 36 months, ie 3 years and I have never had a problem. I give them payment all is fine. Well tonight at 12:03 am I finally get **** on the line who tells me according to ***'s policy I need to pay my full premium to reinstate my policy because I have done it more than once in 36 months, ie 3 years. I was beside myself. I told her I have done before in the past and it wasn't more than 3 years ago. So then **** tells me this has ALWAYS been their policy. This is wrong based on my experience. I had a similar experience inn terms of " This has always been our policy " last summer regarding my home owners insurance through AAA. The *** telling me that only 10% of my off site assets were covered. I have had their renters insurance for nearly 10 years and have spoke on the phone with a ***. The main reason that I enrolled in their Home owners insurance was for off site assets so I find it incredibly hard to believe that I woukd have agreed to a policy as such. So to recap I have not 1 but 2 AAA " agents " telling me " it's always been that way" [ btw **** has worked there for 3 years ]. That being said I want my Auto policy to be reinstated for $195.68 the premium for 2 months. As I have said before I have done this due too extreme financial hardship.

      Business Response

      Date: 03/18/2025

      Dear BBB:

      We are in receipt of your inquiry and welcome the opportunity to address any issues raised. Our records indicate that the complainant's policy has cancelled for non-payment twice in the past 36 months. As such, payment in full and proof of no expected losses is required to reinstate the policy. This information was provided to the complaint via phone call on 3/15 & 3/17.

      Unfortunately, we are unable to accommodate the complainant's request. 

      Sincerely, 

      CSAA Insurance Group Policyholder Relations Department

    • Initial Complaint

      Date:03/13/2025

      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 had my truck towed for my ignition lock the driver went underneath and messed with my gears to tow it so when I fixed my ignition and went to drive my truck now my transmission is messed up the gears change but it doesnt move while pressing the gas its not catching and the driver told them he went underneath my car and now they are telling me they are not responsible I filed a complaint with aaa and the tow yard neither one wants to solve the situation

      Business Response

      Date: 03/13/2025

      Please forward this AAA in ***********. He is their member.

      Sincerely,

      Lakshmi Pal

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

    • Initial Complaint

      Date:03/12/2025

      Type:Customer Service 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.
      On Jan 12 2025 I spoke with customer service and asked to be removed from their physical mailing list for ************** partners and to have my home mailing address corrected to my PO Box.Everything was fine until this week when I once again received 2 mailings from their life insurance company sent to my home. I just tried calling (March 12, 2025) their customer service number, twice, and asked to speak to someone about being removed again. I was hung up on both times.

      Business Response

      Date: 03/13/2025

      We sincerely apologize that he still received mail from us.  I have been informed that he has now removed from all future solicitations. It normally takes 6 to 8 weeks to be completely removed.

      Sincerely,

      Lakshmi Pal

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

      Customer Answer

      Date: 03/19/2025

      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.
      Since this is the same thing told me back in January, I will retain a history of this complaint in case I need to refer back to it if I continue receiving unwanted solicitations.
      Sincerely,

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

    • Initial Complaint

      Date:03/12/2025

      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 moved over from Allstate to AAA insurance due to better rate. A month later I get a letter in the mail from *** stating that I dont have insurance and I need to show proof. If I dont do this in a timely matter I will have my registration suspended and need to pay to reinstate it. I spoke with AAA CSAA in **** and they said that they listen to the recorded conversation and I never told them my vehicle was out of state. I am confuse because insurances are connected to the *** TO COMMUNICATE. I am also confuse because Arizona AAA CSAA has no affiliation with California AAA CSAA. I did my research calling back and fourth. Well comes to find out AAA CSAA California wasnt able to insurance because of my out of state vehicle. My registration was suspended. I now have to pay for my registration. I had to go back to my old insurance ALLSTATE and they helped me out right away. I am a trucker so I keep my friends address in ******* for security reason. This was all of a waste of time and money. All I am asking for is a full refund its not that much. I still have to pay for the reinstatement fund, so for the convenient. I did wanted to be AAA CSAA customer but I couldnt. Thank you

      Business Response

      Date: 03/12/2025

      Dear BBB:

      The complaint was directed to CSAA Insurance Group, a AAA insurer in error. Please forward the complaint to ************* of Southern California for review and response. 

      Sincerely, 

      CSAA Insurance Group Policyholder Relations Department

    • Initial Complaint

      Date:03/03/2025

      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 spoke with a supervisor of AAA auto Insurance and I asked her 3 times is AAA going to cover the cost of the truck because I am only receiving a $4000 check.She said yes, I told her what if they come up with the second estimate and more work needs to be done.She said they are going to cover it. I told her. I dont want ****** collision center to start working on the truck and then *** decides to not cover the rest. She said no. *** will send them a second check to comlete the repairs. She assured me 3 times that *** will be coverying all repairs. The claims representative ***** ** called me this morning and tells me they are not going to pay for the vehicle to be repaired.They are going to claim it as a total loss. The truck has now already been taken apart and there is a cost to put it back together just so I can go pick up my truck. I am not.Responsible for this, the supervisor said it would be covered and now it's not And ***** ** sent me an email today March 3rd said I had to take the truck rental back today. This man was very demeaning to me.Put me down.Because I didn't understand some of the things that he told me He made me cry and I was shaking so bad because He kept demeaning me on the phone and bullying me over and over that I should know and understand what he said because I have went through a total loss on my own vehicle. He kept insisting that I should have at least some knowledge of what he just said. He kept bullying me over and over about what I should know about total losses. I explained to him that I am a nurse at trade and fo not understand anything about his job. I need my truck completely repaired and paid for as agreed.

      Business Response

      Date: 03/12/2025

      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 March 3, 2025. Prior to receiving the inquiry, we had been in touch with the complainant in regard to her concerns. We took further steps to accurately evaluate the value of the complainants vehicle. That information has been received, and we were able to proceed with the repairs to the complainants vehicle and have communicated this to the complainant.

      Sincerely,

      CSAA Insurance Group Claims Department

      Customer Answer

      Date: 03/12/2025

       
      Complaint: 23013114

      I am rejecting this response because: I did not receive an acceptance of repairs until today March 12. 2025 by ***, which is not the date AAA is stating and there is a descripancy on final pay out of the vehicle. The total final estimate amount from ****************************** is $8,543.86 not $7,037.67.

      Sincerely,

      ***** *****

      Business Response

      Date: 03/12/2025

      Dear BBB:

      We are in receipt of the complainant's additional concerns. On March 12 at 12:16pm PST, we received a supplemental estimate for repairs. A payment was issued to the complainant for the additional monies owed at 1:10pm PST. 

      We welcome the opportunity to address any issues raised and now consider the matter closed. 

      Sincerely,

      CSAA Insurance Group Claims Department 

    • Initial Complaint

      Date:02/24/2025

      Type:Customer Service 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.
      This whole issue is a simple one. They cannot follow through with their promises just on a simple fact that I can access my account online. It is ridiculously simple but it amplifies the fact that they cannot just fulfill basic customer service.I have called, I have chat their agents and they all can see my history and my request to check on my account online. They can even reach out to the agents to check on the status of my request but it always comes back to. Please give us 3-5 business days while we open a new ticket for you. They will not follow through, so when it doesnt work, we the customer have to call back to be put through the exact same cycle. I have had enough.

      Business Response

      Date: 03/10/2025

      March 10, 2025

      Better Business Bureau, Inc
      PO Box 218
      *********************

      Re:       Insuring Company:    AAA Life Insurance
                    NAIC Code:             71854
                    ID Number:              22983549
                    Complainant:           ****** ****
                    Insured:                    ****** ****

      Attention:*** L, Disputes Resolution Specialist

      We are writing in response to a complaint Ms. **** submitted to the BBB. We understand she was having issues logging in to the E-Services website and is disappointed with the time it has taken to resolve the issues.
      Our records show on January 27, 2025, we merged Ms. ***** previous online profile for with a new profile when she applied for new coverage. Unfortunately, one component of the merge from the old to new profile was missing. Her profile was updated with the missing component.
      On February 24, 2025, she advised the previous fix did not solve the issues and she was still having issues logging in to E-services. We opened an IT ticket to determine how to resolve the issue.The IT Department determined the reason she was unable to login to E-Services was the inadvertent removal of the party ID from the registration record. The IT Department added the party ID and was able to login her account without any issues.
      We have apologized to Ms. **** for the issues she had logging in to E-Services and want to assure you we take her concerns seriously.
      We appreciate the opportunity to respond. If there are any questions regarding this matter, please contact me directly at **********************
      Sincerely,

      **** *********** FLMI, HIA, ACAMS
      Compliance Specialist III
      AAA Life Insurance Company

    • Initial Complaint

      Date:02/17/2025

      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.
      Unable to get refund check replacement mailed to ***********************************Can also mail to ********************************* if it helps expedite replacement check.Refer to original check number *******

      Business Response

      Date: 03/05/2025

      March 5, 2024

      Better Business Bureau/******** *. 

      We received the customer's complaint. Below is our response. 

      Our ********************* reported that this $71 check was reissued on 02/28/2024 and cashed on 05/09/2024.

      If you have any further questions or concerns, let us know. 

      Sincerely, 

      Policyholder Relations 

      Corporate Headquarters

      CSAA Insurance Group

       

      Customer Answer

      Date: 03/06/2025

       
      Complaint: 22953702

      I am rejecting this response because:
      I would like a copy of the check front and back.  Plus a number to call to resolved other checks?
      Sincerely,

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

      Business Response

      Date: 03/11/2025

      March 11, 2025

      *** *. 

      Better Business Bureau:

      Per the additional correspondence received from the complainant, attached is a copy of the front and back of cashed check. 

      The complainant also asked for our ****************** phone number, ****************/7.

      If there are any further questions or concerns, please let us know. 

      Sincerely, 

      CSAA Insurance Group - Policyholder Relations

       

      Customer Answer

      Date: 03/21/2025

      The phone number provided by CSAA is not a good number. I called that number and the representatives that answer that number claim they cannot handle these types of inquiries.
      ******

      Business Response

      Date: 03/21/2025

      March 31, 2025

      *** *. 

      Better Business Bureau: 

      This matter was addressed. Our records show the BBB case was closed on March 18th. 

      A copy of the front and back of check was presented. 

      If there are any further concerns, please let us know. 

      Sincerely,

      CSAA Insurance Group - Policyholder Relations 

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