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Additional Complaint Information
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2024
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/12/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Triple A sold me a vehicle insurance for ******, my vehicle was stolen but it is now recovered. It is being held in another country. Thus far no expenses like flights nor hotels have been reimbursed due to policies that were not explained to us, as well not being able to communicate with the insurance majority of the time. Upon returning to the country, I went with the person who sold us the insurance at triple A & explained that the insurance they sold us does not want to answer our questions about coverage nor can we contact them half the time. I asked if they can explain the *************** responded by saying, they don't know any questions I have must be asked to the insurance over the phone which does not answer my questions.Business response
02/13/2025
Hello:
We are in receipt of the insureds complaint however we will need additional information to determine if this is a Northern California - CSAA insured. Can we please have a claim or a policy number?
Sincerely,
CSAA Policyholder Relations
Business response
02/20/2025
This the response we received from the insurance company.The policy associated with the claim is the one attached above as a PDF. The correct policy number is MXF ******** under the name **** ******* ******** ***** Jr.
GNP has informed the insured of the necessary steps to proceed with the claim. As the legal owner/s of the vehicle, they are required to return to ****** to facilitate the vehicle's release and continue with the claim. According to the carrier, the insured has not cooperated so far. I am attaching the email from the claims analyst for reference.
Regarding the client's comments about flight and hotel reimbursement, Mexvisit has already been assisting the insured (email above) where they request information/documentation needed from the policyholder.
Initial Complaint
02/07/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
we got into an accident 9/9/24 and on my insurance policy, AAA paid $900 and I have to pay $900 out of pocket for the car rental and we were advised that we have to send them the receipt of the rental and they will reimburse us for the $900. but months passed we've been contacting our adjuster but doesn't respond nor answer his phone anymore. as you guys can see it takes months before the adjuster responds back to us and now we can't get a hold of him and doesn't respond to our emails. adjuster's name is:******** ****** he is a senior claims adjuster at CSAA.Business response
02/10/2025
February 10th, 2025
Better Business Bureau, ****
PO Box 218
********************
Attn: *** *.
Re: BBB File Number: 22910889
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 contacted the customer and provided him with information on how to request reimbursement of the out-of-pocket rental expense from the at-fault insurance carrier.
Should you have any questions or require any additional information, please let us know.
Sincerely,
CSAA Insurance Group - Claims DepartmentInitial Complaint
02/06/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On July 2024 reported a car accident with the company they state that they had asked me if I had car seats in the car at the time I really was confused and I stated no because I thought they asked if the car seats were being used, I told them no. Couple months later when my brother told me that I can get reimbursed for the car seats I then went back to my claim and was trying to have a refund with the company. I was told by them to provide proof of purchase and show them my car seats and I did show them the car seats I had in my car, they are disabled car seats for my brothers kids. Later on when the specialist **** had called me she was asking me all different kinds of questions and I verbalized to her that I was disabled and all I wanted to know was if they will be able to refund me for the car seats or not. She then brought her supervisor in, and he stated that because in California they dont need to replace car seats, he didnt want to reimburse me because the car seats were worth more than my Car. All Im asking for is a reimbursement for the car seats. I didnt appreciate that I verbalized. I had a disability and they still continued to ask me questions about my claim that had already been filed. I tend to forget things and this made me feel very uncomfortable.Business response
02/14/2025
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. After a thorough review of the claim in question, the complainant has provided no evidence to substantiate the return or disposal of the original car seats and has only submitted receipts for replacement car seats. We have carefully considered all the details and our position remains unchanged.
Sincerely,
CSAA Insurance Group Claims DepartmentCustomer response
03/06/2025
I had filed a complaint through the BBB on February 7. I was waiting for a response and I just saw now that the company responded on February 14. I did not get a email about what the company had responded but originally I had filed a complaint because they did not want to approve me getting paid back for the car seats that I had to replace due to the accident that I had back in July 2024 they are asking me to provide proof that I disposed of the chairs and I dont understand why they would need proof that I had gotten rid of the old car seats when I did provide them proof that I had to buy new car seats I feel like they are telling you guys that its because I didnt provide enough proof, but they did not say that to me on the phone. They stated to me that the only reason they couldnt pay me for the car seats is because the car seats were worth more than how much they had paid out for my car itself which was 4000 and the car seats were *************************************************************************** to settle this because I just feel like they. Took advantage of my disability and are not being fair . Regardless the car seats in my car had to be replaced.Business response
03/07/2025
We are in receipt. Again, after thorough review of the claim in question, the complainant has provided no evidence to substantiate the return or disposal of the original car seats and has only submitted receipts for replacement car seats. We have carefully considered all the details and our position remains unchanged.
Sincerely,
CSAA Insurance ***********************Customer response
03/07/2025
Complaint: 22910625
I am rejecting this response because:what the company is saying is that they need proof that I got rid of the old car seats I was told by the PD that I need to replace the car seats because they were involved in the car accident yes, the manufacturer of the car seats stated that they do not replace car seats unless they are at defect during the purchase, even though the car seats were not at defect when I purchased them the old car seats were involved in a car accident and I was told to get rid of them, the police officer told me to cut the straps and to get rid of them in the recycling and to just provide receipts with the new car seats. I feel like this business is just not wanting to accommodate me because they had paid me out for the car and I was told by one of their supervisors because the car seats that I purchased were worth more than how much they had paid me for the car damages they couldnt , help me with reimbursing me for the car seats. I dont believe that when you go recycle some thing they provide you proof of recycling or anything its going to the garbage. I dont know what else I can provide Proof of purchase and even show you the receipts from the old car seats and where I had to replace them from
Sincerely,
******** *********Initial Complaint
02/05/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
*** and its affiliate organizations refuse to stop sending physical mail advertisements. I've called every department I can reach, made a request under CCPA. Every person on the phone assures me I should not be receiving any more mail but it comes weekly. Life, home insurance, security systems. Things unrelated to my membership. Forced me to call to cancel my membership despite signing up online.Business response
02/04/2025
Please forward to ********* NCNU at ************************** for review/response. **********************************************Business response
02/05/2025
Member has been removed from all future solicitations. It normally takes 6 to 8 weeks to be completely removed.
We are refund him $114.99 (the amount he paid) He should expect to receive the refund check within the next ***** business days.
Sincerely,
Lakshmi Pal
************
Customer response
02/05/2025
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
02/05/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January ******* I had my 2022 ******* Tucson towed to the ABC ******* *********************************************** from my home at **************************. While the car was being loaded on Flat bed tow truck I was in my garage so I was not watching driver. In order to pull the car onto flat bed it is necessary to remove small circular pieces to insert hook to pull car onto truck. While removing pieces he broke off a piece of my bumper. This is there only function. So it had to be done by driver, there is no other function except to tow. Instead of admitting his mistake he remained silent about the damage. Upon arriving at the dealer the driver unloaded my car while I was in the service department and parked the car then came inside where I was to sign the form. Still he remained silent about the damage. This coward chose to leave instead of owning up to what he did. He knew I had not seen my car when he dropped it on the ground. Dealer has pictures of car when brought in showing damage. There is no other function of these two circular pieces except for towing. He did this and damages should be paid by *** to get bumper repaired. I have been a loyal customer of AAA for over 25 years and never saw anything like this. He is responsible for damage.Customer response
01/29/2025
The address of the *** home office to file complaint *** - **********************************************************************************; Thank you ******* ********Customer response
01/31/2025
Most Recent MessageDate Sent: 1/29/2025 7:48:32 PM
The address of the *** home office to file complaint *** - ********************************************************************; Thank you ******* ********Business response
02/04/2025
Please forward to ********* NCNU at ************************** for review/response. **********************************************Business response
02/14/2025
We hav e been informed by ********* ********* - Fleet Operations Manager ********* that she wrote member denying the damage claim.
Sincerely,
Lakshmi Pal
************
Initial Complaint
01/28/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of AAA for 5 years. I used the service once. It was satisfactory. Today I called to have my car towed to my sons place. He resides at his place of business to do security. He is going to repair the car for me. Because it isnt a certified mechanic shop they refused. I paid for 3 tows a year. I understand towing mile restrictions. I do not understand how they can just deny me a service I have paid for. I am angry. And I am not going to renew my membership. But most of all I think this company needs to provide the service people are paying for.Business response
01/27/2025
Please forward to ********* NCNU at ************************** for review/response. **********************************************Business response
02/06/2025
We have made a business decision to refund member $99.99 per her request. Check has been ordered which she should receive within the next ***** business days.
We do want to offer apology that she was not aware of the towing guidelines.
Sincerely,
Lakshmi Pal
************
Initial Complaint
01/28/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear BBB:Thank you for reading this letter, I would like to file a complaint and get my money back about my auto insurance company ***, heres the story, I was out of country for 2 months from April/2024 to end of May /2024, so I called the *** and let them know and stoped the insurance service, after I got back on 6/1//2024, I called in again spoke with a gentleman over the phone told him that Im back, I need to start drive my vehicle and would like to start my insurance as before, nothing changed just as before, he said ok but theres a payment due of $95 that I need to pay, i said ok, so after couple days later I received a letter from DMV , the letter saying that my car will be suspended on 7/1/2024, and. Theres a reinstatement fee $14 I need to pay, so I called *** again ask them whats going on how come my insurance is back but still receive the suspended letter, they found out that the gentleman who I spoke at first time bring my insurance back but he forgot to put the liability back to the insurance that is why I received a letter from DMV, also theres still another payment due $210 to put the liability back, so I made the payment to *** and DMV also send the approve insurance back to DMV otherwise I can not drive.I was really upset because of the mistake of they made, but the lady who spoke to me over the phone her name is *******, she said she will take care of this for me and let her supervisor know and they are willing to reimburse me payment of $210 + $14 dmv fees for me, we email each other couple times , she said its still processing, it will take 14-21days, but after September/2024, I didnt hear anything from her, I email her but she never replied. On 1/16/2025 I called *** again ask whats the status of my reimbursement, I talked to their supervisor name ****** ******, he denied the request said they will not pay me back.I would like my money back as they promised please. Thank you!Business response
01/27/2025
Please forward to ********* NCNU at ************************** for review/response. **********************************************Business response
02/04/2025
Dear BBB,
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. Telephone contact attempts to the complainant have been unsuccessful. CSAA corresponds with the CA DMV electronically and has corrected the situation. A refund of the incurred reinstatement fee has been issued and sent to the address on file. We are unable to accommodate the complainants request for a refund of valid insurance premium, as it would be a violation of state insurance regulation.
Sincerely,
CSAA Insurance Group Policyholder RelationsCustomer response
02/07/2025
Complaint: 22846337
I am rejecting this response because: I paid at the first time when I called in to *** request to bring everything back and start to drive my vehicle, but the *** representative made a major mistake, he didnt put my liability back, that means I can not even drive on the road, that means I can not drive without liability covered, thats why DMV sent a suspended letter. what about I got pull over on the road then it will be driving without insurance, I cant imagine how bad it is. *** representative made a mistake, he represent for *** company, then *** should take the consequences and pay the price, thank you.
At Sep/2024 when I emailed *******, she promised that I will be reimbursed for all that money, just need 14 days to processing after couples month no reply no response, then a totally different story?? Denied everything as promised. Honesty,I cant take it. As a royal customer for more than 10 years I never made a late payment, always paid on time, is it how *** treat their customers like that..? I need the money back and please take the consequences and pay for the mistakes. Thank you!Sincerely,
Shengdi ***Business response
02/07/2025
Dear BBB,
Contact was made with the complainant to further explain our position. As noted in our initial response, we are unable to waive valid insurance premium.
DMV fees have been reimbursed. We now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer response
02/07/2025
Complaint: 22846337
I am rejecting this response because: I do not accept the offer from AAA, very rude and disappointed, please do not close the case, they are not doing as they promise on the email back on last year July~ September. Please please careful review the pictures I uploaded.
Sincerely,
Shengdi ***Initial Complaint
01/23/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We opened a claim for an accident through our insurance company AAA in Northern California. (*******/*********). The car was repaired in 2021. The repairs were covered by ***. We recently went to get an estimate for the value of the car for trade/sale. We were informed that the car was totaled by *** due to the accident in 2021. By the car dealer. We were never informed the car was a total loss. I contacted AAA and was told that we were not required to be notified as we were not the lien holder. However the lien holder was also not notified. We still owe payments on the car. We have been paying them for the last 3 years on a salvaged car and have been told the car is only worth $300. I feel *** had an obligation to notify us or at least the lien holder that the car was a total loss. *** said they can see in their notes that the auto shop was reimbursed for the billed amount. Per AAA the auto shop had estimated the cost of repair was just under the threshold of the vehicle so AAA never followed their standard procedure with a totaled vehicle. We were told it was an error and unfortunate for us. However they approved the repair and paid it knowing it was above the threshold and the car would be reported as a total loss with ***. We approved the repairs without being provided crucial information.Business response
01/30/2025
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 January 24, 2025. I have provided the information you requested below.
We have reviewed the concerns listed in this complaint. This vehicle was approved for repairs but was erroneously marked as a Total Loss in our system. We have submitted the correction to the appropriate entities to get this reversed and have notified the complainant directly of the resolution.Sincerely,
CSAA Insurance Group Claims Department
Customer response
01/30/2025
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
01/22/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Rate hike on Insurance due to having a wreck after 11 years of being a customer.Paid them around ***** approx and have 5 cars only one worth more that 7k but want us to pay an additional 200 up to $800+. The pay out to me was 15k. I am no risk to the company but they keep saying that is why. Its unfair for us not to have a choice and these insurance companys do whatever they want. I have 5 vehicle a house and 2 rent houses. No mortgages but since Im a single income family home I cant hardly make ends meet. All my out going is to insurance food and elect.Business response
01/30/2025
Dear BBB,
Contact has been made with the insured. They declined review of their policy rates and stated they have decided to switch to a different insurance carrier. No further action taken.
Sincerely,
CSAA Policyholder Relations
Initial Complaint
01/06/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The issue happened on 1/4/25 when my battery was going out and I called my membership services to get assistance on their "Test, check and if not replace the battery" if was bad.This is what comes under the ****** information for AAA roadside assistance per their warranty and battery replacement.Yes, AAA will replace your car battery if it is deemed faulty through their roadside assistance service; if your battery fails a test conducted by a AAA technician, they can install a new AAA battery on the spot, including recycling your old one. Key points about AAA battery replacement:Member service: ************ is available to *** members. On-site replacement: A technician will come to your location to test and replace the battery if needed. Battery testing: They will first test your battery to determine if it needs replacing. Warranty: AAA batteries often come with a warranty, allowing for free replacements within a certain period. I ended up cancelling the ticket for the help I needed if they were not going to replace it and purchase the battery and replaced it myself. I feel I want to be refunded for what I spent, ****** for the battery.Business response
01/10/2025
Unfortunately we can ot refund him for the battery. If he had purchased the battery from us there would be charge.
Sincerely,
Lakshmi Pal
************
Customer response
01/10/2025
Complaint: 22775733
I am rejecting this response because:
Sincerely,
***** *****Customer response
01/10/2025
There is a part of that mentions in the policy membership that they cover Triple AAA battery, but with the calls to the mainline and verbiage it is not clear and as well seems like they will replace any battery if the technician deems it does not pass a functional test. Please be clear to the consumers as this causes confusion and therefore, they assume that they are covered as I thought I was.Business response
01/10/2025
They will replace provide it was a AAA installed battery and still under warranty.
Sincerely,
Lakshmi Pal
************
Customer response
01/10/2025
Complaint: 22775733
I am rejecting this response because:
Sincerely,
***** *****
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