Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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,
  
  ***** *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 22, 2024, *** charged a credit card $167 and some change for a membership renewal in which I wasnt seeking renewal or starting again as of yet. AAA stated that the renewal date was October 22, 2024, and has offered only a prorated refund back to the renewal date. I believe this approach is unfair, as I have not used the service since October and the card was not meant to be on file and Definitely not for two people and am seeking a full refund of the charged amount.AAAs policy of denying a full refund under these circumstances is not reasonable. A prorated refund based on a renewal date more than two months prior to the charge does not reflect good customer service, especially when the membership services were unused during this period.I have been a loyal customer of AAA and value their services; however, I feel this situation has been handled poorly and does not prioritize customer satisfaction.Desired Outcome:I am requesting a full refund of for the membership charge processed on December 22, 2024. I have contacted *** customer service to dispute this charge, but they have refused to issue a full refund. Their offer of a prorated refund is insufficient and does not reflect the fact that no services were used during the renewal period.

  Business response

  01/06/2025

  Please forward to ********* NCNU at ************************** for review/response.  ************************************************

  Business response

  01/07/2025

  I have been informed by the membership group that the difference has been refunded back to the credit card on file.

  Sincerely,

  Lakshmi Pal

  ************ 

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep raising rates on my car insurance. And my car is 10 years old !! The blue book value isn't much. They are over charging me. Azh4231220142. Policy number. But that's simply outrageous to charge $1,500 Plus for a Year's Insurance auto. when last year's was only a thousand for the total insurance including renting I have liability on one car and the other car is full coverage but with the high deductible. They year after year have raised rates when the car value has gone down. I have no accidents no tickets and I have had none reoccurring for years. I believe they are fraudulently charging me or fraudulently charging people and it needs to be brought to light. They are raising rates when cars aren't even worth as much. I included a screenshot that was my total insurance renters plus two auto insurance for 1400 I have it 1500 just for auto insurance for two cars with raised deductibles and less coverages.

  Business response

  01/15/2025

  Dear BBB:
  
  We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. Contact was made with the complainant this afternoon to address his concerns.
  
  Sincerely,
  
  CSAA Insurance ***************************************

  Customer response

  01/15/2025

   
  Complaint: 22772073
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Berkeley

  There no good reason for them to raise it that high for a 10 year old car that they're not even going to Value the price or value of. 

  Business response

  01/21/2025

  Dear BBB,
  
  We are in receipt of Zachary Berkeley's follow up concerns and welcome the opportunity to address any issues raised. 
  
  After a careful review of the policy, we found the following factor contributed to your premium increase:
  
  An Arizona policy rate revision which went into effect for all policy renewals after 03/01/2024.
  
  The companys action to modify premiums is necessary to make the rate that we charge adequate. A company must remain solvent and be able to pay out in the event of large or numerous claims. 
  
  We hope this provides the clarity you were seeking. We now consider the matter closed. 
  
  Sincerely, 
  
  CSAA Insurance Group Policyholder Relations Department
  
  

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got in an automobile accident 6/2021 and filed a claim with my insurance AAA. I was in and out of hospital from that time until 2023 hospitalized with COVID and nearly had leg amputation from leg wound wouldnt ******** said there is no time restriction for the claim. 7/2024 I contacted them to continue claim went to their preferred shop. They asked me if I would commit to have them do repairs and I did not commit they sent AAA estimate for $1600. I asked shop why so they said they will not complete the estimate unless I commit to them doing the work.I complained to AAA and ask them if I could take it to my own shop They said yes, so I did and I received an $9045 and they said it was sure to increase with discovery work. I submitted it to *** however, the agent would not accept it. She gave me a reason and I contacted the shop and they gave me a different reason so I then had it towed to a different preferred shop based on the agents recommendation they gave me a quote for 2700 and notified me AAA instructed them to only quote Certain things instead of all the damage they have now had my vehicle for one month and Im paying out-of-pocket for a portion of the rental theres been no progress and they attempted to deny the claim would know valid reason they are not honoring the contract I have with them and Ive spoken with the manager and the manager seems to Be Just as dishonest as the agent both using the shop as a scapegoat, but when I contact the shop they say AAA is controlling the situation. I am self employed I have lost jobs as a result of not having my truck I cannot afford to pay for a rental. I went to the same shop and asked them to give me an out of pocket estimate which they completed immediately it was $10,000 This did not include the potential frame approx $7,000 I asked whats delaying everything, they said AAA has created delays every step of the process.I need a cash settlement from AAA for vehicle repairs and time loss from work.

  Business response

  01/14/2025

  1/14/2025
  
  Better Business Bureau, ****
  
  Re:         BBB File Number:                      22766977
  
  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.

  After careful consideration, we determined that some of the damages claimed were unrelated to the accident that occurred on 6/28/2021.  Under the terms of the insurance policy, we are only able to indemnify our insured for damages that are related to a loss covered under the policy.

  We will be advising our insured.

  Should you have any questions or require any additional information, please let us know.
  
  Sincerely,
  
  
  CSAA Insurance Group - Claims Department

  
  

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aaa Insirance is denying my renters insurance claim for my theft of items even tho I gave them a police report proving the break in . They dont honor claims they just take your money. Dont do business with this company

  Business response

  01/06/2025

  Hello  -
  

  We are in receipt of your complaint. We will need to refer you to your local AAA that services your vehicle policy. Please contact AAA Texas at ************ for service and ************ for claims.
  

  Thank you,
  CSAA IG - Policyholder Relations
  

  
  

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $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

  12/23/2024

  Please forwarded this complaint to *** in ************

  Sincerely

  Lakshmi Pal

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

• Initial Complaint

  12/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** sent a $64 collection to my credit report for a supposed amount owed to them.

  Business response

  12/22/2024

  Please forward this to members local club in ***

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  12/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2025

  Not our member please route to her local club.

  Sincerely

  Lakshmi Pal

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

  Customer response

  01/08/2025

   
  Complaint: 22717834
  
  I am rejecting this response because:

  my issue is still not reaching the right team 
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  01/10/2025

  We have been informed by our Corporate Security that membership cancellation stands.

  Sincerely,

  Lakshmi Pal

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

*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. ↩