ComplaintsforCSAA

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello i was in car accident june 16 2024 I was called on july 2 to go over total loss for car as insurance wouldn't be fixing car After i had made several attempts to get them to let me know if total loss and amount! I was called july 9 to go over final numbers And **** who is the total Loss adjuster had gotten the wrong numbers from DMV and said will call you tomorrow july 10th at this point the actual adjuster *********************** isnt replying to emails as policy states ***** hrs and **** never left us message just simply stating hey don't have numbers but working on it! Im so done working with AAA my next payment for insurance is due Friday and I told **** and ****** we didn't want pay for insurance when car has been totaled a month now since june 16th but they keep procrastinating so Im having to make another payment! And now my car loan is in default because no payment has been made! This shouldnt have taken this long when car was totaled as of july 16thwe have even called ***** manager and she hasnt replied as well *** is not trying to helping anr taking there time. Im asking them to pay late fees and payment due on car and on insurance premium since we were told this would be completed before next payment Payment $560 since car has been totaled And $200 insurance premium

  Business response

  07/29/2024

  Dear BBB,

  Thank you for contacting us regarding the complainant's concerns. We welcome the opportunity to address any issues raised. Contact has been made by our ************ and all concerns have been addressed. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department

  Customer response

  07/29/2024

   
  Complaint: 22054812
  
  I am rejecting this response because:
  There was no apology made for taking since june 16th thru july 29to resolve case and all of a sudden after bbb got involved check was sent next dayAmount was changed without stating how since **** was handling case and stated different outcomeNoren his manager finally called us back after bbb with no apology just that check was sent todaydidnt care  payment was almost 2 months late and no settlement or apology made for all time it took

  we asked AAA to refund one of 2 car payments ($560)due since we haven't had a car since June 16th or pay something for all time it took and only resolved because we contacted BBB

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

  Business response

  07/30/2024

  Dear BBB,

  We are in receipt of the complainant's follow up concerns. A letter of guarantee was required from the financial institution that holds the complainant's loan. That letter was received on Friday 7/26 after business hours. Contact was made the following business day. The policy affords Actual Cash Value coverage, plus DMV fees and taxes, less the deductible. The total loss terms were accepted on 7/29 and final payment has been issued. 

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

  Sincerely, 

  CSAA Insurance Group Policyholder Relations Department 

  Customer response

  07/30/2024

   
  Complaint: 22054812
  
  I am rejecting this response because:
  Again as you read and will post no apoligies. And they waited over 6-7 wks because they couldnt get right infowould been nice to have them return calls or even explain periodically the processwe called **** and ****** and ****** adjuster and no replies from any

  and NO apology or any kind of SETTLEMENT to make up for late car payments!

  AAA doesnt care about how long it took or the process or even calling a customer back I wont renew with them again

  thanks BBB

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay "24/7 Roadside Assistance" we pay for Premier for 3 family members. On 7/21/24 4:40PM my son car broke down in *************,**. He has developmental disabilities. We made repeated calls in which agents assured us help was forth**ming, but my son received a call from the tow ** saying they were "closed" and not **ming to assist. I had at least TWO reps falsely claim to be "supervisor or manager" and PURPOSELY saying things to antagonize and escalate the situation. This i "supervisor" "J" refused to provide his last name. "J" gave me a phony employee ID# . He shouted at me and did purposely insult and provoke me. He purposely spoke "slow" to me while giving me his phony employee ID. I **nsider this abusive and harassment. Meanwhile my son is not getting any help and never did, There were notes on my ac**unt but they deliberately left off their name/identifying information. My husband and I had to drive 90 minutes to go get my son because no help ever came. This is the 3rd time AAA has either provided false information **ncerning registration process or just refused to pony up the "legendary roadside assistance"

  Business response

  07/22/2024

  Our records indicate that this service request came in, requesting an emergency roadside assistance truck to be dispatched to their breakdown location. The member advised AAA that the vehicle was making an unusual noise and that they did not feel comfortable driving it. Our dispatch team advised the member of our policies and procedures, which indicate we cannot diagnose a mechanical problem as part of the membership benefits, but that we can provide a tow under the member benefits. The only available resources in the area were able to prove a delay tow the following morning to the member, which the member declined. We will review calls and provide internal coaching as we deem appropriate.

  Under the membership terms and conditions, we do our best to avoid delays but they may sometimes happen. The tow service was available, but would have been delayed. As a one time exception we are willing to waive the cost of the primary member's dues for the next renewal in light of the member's inconvenience.

   

  Customer response

  07/23/2024

   
  Complaint: 22023432
  
  I am rejecting this response because:

  Per my conversations with ***** was discussed my son has autism and his reply was misunderstood. He did NOT decline  and I called back multiple times and reiterated this. Sh enbotated this on the account, My son has sutism and was confused. They were TOLD to come , my son had also put this down as an :"extraction" like he had to be pulled from vehicle as a mistake. he was confused. I called back MULTIPLE times and they were told it was NOT cancelled and needed to come. After the verbal about of "supervisor *****" had ***** LISTENED and read notes he would know this. I also spoke to a **** and then to a ******.  They assured me they were "reaching out" to other vendors to come. My son misunderstood we had told him not safe for himto drive and to be towed. AAA was told this on miultiple ocassions. ***** was verbally abusive to me, spoje over me and was NOT listening to all this I tried to explain. This please ask "*****" who was told it was not an extraction, not cancelled and my son neurodivergent and confused. 
  Sincerely,
  
  *******************

  Business response

  07/23/2024

  As previously indicated, a review of the phone calls was performed. I have verified that the members declined service due to the delay until the following morning. Our offer to provide a one time exception and waive the membership cost of the primary member stands

  Customer response

  07/23/2024

   
  Complaint: 22023432
  
  I am rejecting this response because:
  Thi s s a LIE. My son was confused. As I have state dover & over I called back, spoke with ***** who updated the records and another tow company was to come out. At this point someone should call me. ***** agreed that it was not the itent to cancel.My son has a disability and they were instructed to be calling me. I called at least 4 times. My complaint is about verbal abuse from a supervisor named ***** MY SON WAS CONFUSED they were not supposed to cancel.My son accientally listed this as an "extraction": no one will listen to me I called at least 5 times. they calls were from ME not my son. ***** agreed to fix the4 records and said a new tow companyw as to come out. 
  Sincerely,
  
  *******************

  Business response

  07/23/2024

  As mentioned previously, all calls have been reviewed and forwarded to the appropriate managers for internal personnel actions. The member's concern of inappropriate conduct from a dispatch or call receiver agent will be reviewed by the agent's manager and followed up with as deemed appropriate. We are unable to provide internal details regarding disciplinary or personnel actions.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *** keeps calling for a road aide member ship that I am not Interested at this time. This woman from aaa in ******* keeps calling my phone harassing

  Business response

  07/08/2024

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

  Business response

  07/10/2024

  We have removed from all future solicitation. It takes about 6 to 8 weeks to be completely removed.

  Sincerely.

  ***********

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I and my husband have been members of AAA for years. On June 6, 2024, I called for a tow. The car needed to be rekeyed. The tow truck driver dragged the car on the pavement and caused damage to the front bumper and underside of the car. A home security video captured the full incident. The incident was report to AAA and they assigned a case ID. I sent them the video of the incident, photos of the damage, estimates for repair etc. and a request for reimbursement. I emailed and called multiple times. The only verbal response I received was that they are busy. The incident was clearly caused by the tow truck driver sent by AAA. AAA has failed to respond to multiple communications. As of 06/25/2024, there has been no response from AAA. All calls to the tow truck company go to voicemail. Please see the attached damage form which shows the case number/ID assigned by AAA. I tried to attach the video but it is too large and has been sent twice to AAA already.

  Business response

  07/08/2024

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

  Thank you.

  Business response

  07/16/2024

  I have been notified by the Damage Specialist *********************** that the contract station is sending member the refund check.

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday 6/26, AAA client ********************* backed into my car from his yard while my car was parked out on the street. I uploaded pics same day and filed the claim ************. Since then I have also uploaded an estimate from Caliber Collision. Adjuster ***************************** has been waiting over a week at this point to receive ring doorbell footage that her client wants her to review. ******** told me that the client has not responded to their numerous calls and messages. They are making me wait for resolution of this accident until they get this footage which has nothing to do with me. I have given them all the information they need to process this claim

  Business response

  07/12/2024

  July 12, 2024
  
  Better Business Bureau, ****
  
  Re:        BBB File Number:                      21947763
  
  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 a thorough review of all relevant information and evidence, we have reached an amiable conclusion to the matter with the complainant and are currently in the process of addressing their damages.

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

  CSAA Insurance Group Claims Department 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a AAA plus account. My car was unable to be driven . It needed a new battery and fluids. It needed to be towed from my home. My car had a temporary non drive from DMV. Still had insurance. I did get and paid for reinstatement of registration. Stickers not issued until I could get smog. Needed car to get towed to mechanic for repair and smog. AAA would not tow me...said it was against CA law, then why can a private tow company tow me? I want them to reimburse me for the $250 tow for my car.

  Business response

  07/11/2024

  We have made a business decision as a one time exception to refund him $250.00. He should expect the refund check within the next ***** business days.

   

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with CSAA for years and have had nothing but problems. I have paid approximately ****** or even more in premiums over the years only to lose my cars in the end and not have them pay properly on claims when I have had them even though I was found "not at fault" I feel that I have had to deal with "Bad Faith and Unfair Claims Processing Practices" as well as steering and false reporting on my CLUE report as well. In the latest issues, CSAA told me to have my car towed by AAA to get an estimate only to have the claims adjuster once again not return any calls and AAA refuse to tow the car to get the estimate. They are great at doing "delay and deny". They do not even accept appeals. I am very upset with the LV field office and what I have had to endure with them. The supervisor is the only one that the customer is allowed to talk with and ******************** does not seem to care what is going on. (I was totally berated by the supervisor as he raised his voice to me) These are licensed adjusters. I am going to lose my car over all of this after paying thousands of dollars for insurance for what should have been covered claims.

  Business response

  07/12/2024

  July 11, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               *********************
                  BBB File Number:                      21946252
  
  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 are in communication with our customer to resolve the issue of the damages to her vehicle. The complainant located a shop to inspect her vehicle and arrangements are pending to have the vehicle to towed to the shop.

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

  Customer response

  07/12/2024

   
  Complaint: 21946252
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********

   

  I am still waiting to hear what is going to happen with the car. I want to keep the complaint open until I can have someone follow up with me and let me know what is going on with the car. I keep getting voice mails and I have heard it may go to yet another department which is what keeps happening to me. I was told that they would pay for the tow/storage so I am hoping that will happen since I relied on this information from them. 

  Business response

  07/22/2024

  July 22, 2024
  
  Better Business Bureau, ****
  
  Re:         BBB File Number:                      21946252
  
  Dear Better Business Bureau, ****:

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

  Below you will find our response concerning this matter.

  The complainant filed an automobile claim on September 17, 2021. We were not given the opportunity to inspect the vehicle, so the claim was closed. The complainant contacted us on June 26, 2024, inquiring what to do about the vehicle which has been in a storage facility since November 2020. On July 8,2024, the complainant called providing her repair shop information. We attempted to contact the repair shop but were unsuccessful in reaching anyone.On July 16, 2024, the repair shop contacted us, and we requested an estimate and photographs of the vehicle. This information was received by us on July 18,2024. On July 22, 2024, the vehicle was determined to be a total loss. The complainant will receive communication once the total loss documentation is gathered.

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

  Customer response

  07/22/2024

   
  Complaint: 21946252
  
  I am rejecting this response because: There is misinformation in their statement to you. This has cost me a lot of my time and money and it needs to get resolved fairly once and for all. I have been given the run-round so many times with CSAA. They have changed their adjusters on me many times and the file has been bounced around.
  They would not respond to me until I went to the BBB which is rather sad and unfair. 
  Sincerely,
  
  ***********

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 7, 2024, I filed an insurance claim with a Claims Representative named *************************** my basement flooding. **** right away stated she did not think this was covered by mypolicy. ( I have $50,000 coverage for this issue). She had no idea what caused the flood, yet she told me this on my first phone call. I had to wait over one week to hear from anyone from CSAA Insurance. The inspector finally called to set up an appointment to inspect my basement. In the meantime, the black mold was forming in the basement. I have had a major plumbing company inspect the basement after this incident and they said the cause of the flood was the sump pump failed. I had a second company who are experts in basements inspect the basement and they said the same cause as the plumbing company. They both disagreed with CSAA Insurance inspector's cause for the flood which was "seepage." The Damage HAS NOT been occurring over a long period of time as the CSAA inspector said. CSAA is a dishonest company and so is ***************************. *************************** was both rude and unprofessional. ****/CSAA knows I have the highest coverage of $50,000 and they do not want to have to pay this amount. If they do not correct this situation, I will report the company to the state of ********** and I will file a civil lawsuit against them. Because of CSAA's negligence in this matter, I have been ill from the black mold and had a severe allergic reaction.

  Business response

  07/05/2024

  Dear BBB,

  We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on July 2, 2024. I have provided the information you requested below.
  

  Based on our investigation, it was determined that the ensuing water and mold damage is visible, long term and the result of flood, surface/ground water.  Unfortunately, the damage is specifically excluded under complainants policy (contract) with us. A letter which included the policy language and our position on this matter was mailed to them on June 21, 2024. 
  

  Their policy has the Limited Water Back-Up And Sump Discharge Or Overflow Coverage Endorsement on her policy, however, our investigation revealed that the water did not back up through sewers or drains or overflow or discharge from a sump,sump pump or related equipment. In addition, all other provisions of the policy apply. Unfortunately, we cannot extend coverage under this endorsement.
  

  We must let you know that we looked at the entire policy and endorsements for coverage but based on our review, we cannot afford coverage due to the Exclusions. We hope after review that you can understand our position. 
  

  Sincerely,
  
  CSAA Insurance Group Claims Department 

  Customer response

  07/12/2024

   
  Complaint: 21930372
  
  I am rejecting this response because:

  Two major companies disagree with CSAA.  If CSAA does not correct this situation, I will

  be filing a JP Civil Court Case next week against them.
  
  Sincerely,
  
  ***********************************

  Business response

  07/15/2024

  Dear BBB,

  We appreciate the opportunity to address the concerns raised. However, as no new information has been provided, our position remains unchanged and we now consider the matter closed. 

  Sincerely, 

  CSAA Insurance Group Policyholder Relations

  Customer response

  07/15/2024

   
  Complaint: 21930372
  
  I am rejecting this response because:

  CSAA HAS NOT TRIED AT ALL TO COME TO A RESOLUTION.  AS I SAID, A JUDGE WILL NOW DECIDE THE RESOLUTION.  TWO MAJOR COMPANIES ARE MY EXPERT WITNESSES IN COURT.  

  I LOOK FORWARD TO A TRIAL IN COURT.
  
  ***********************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA didn&#**;t get my car out of the storage

  Business response

  06/26/2024

  Please forward to ********* NCNU at ************************** for review/response.*****************************************************;  Thank you.

  Business response

  07/08/2024

  July 3, 2024
  
  Better Business Bureau, ****
  
  Re:         Complainant:                               *******************************
                  BBB File Number:                      21879192
  
  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.

  Upon receipt of your agencys complaint, I reached out to the complainant. I explained why we are not processing payment for the fee to release the vehicle from storage. In addition, we did discuss the damage to the vehicle that was filed under the auto claim. We are sending an adjuster to the tow yard to complete an estimate for the damages related to the loss. We will keep the complainant updated on the status of the estimate.

  Should you or the complainant have any questions or require any additional information, please contact me at the number below. 
  
  Sincerely,
  
  *******************
  Claims Supervisor
  Phone: ************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into accident in city ********* on highway ******************************************************************* the third line , she switch lanes and run into my ***** pilot and hit me on the right side of it, including back door , fender and wheel.I immediately call the police and they arrived in 2 minutes and we pool over and she was very very upset with me and the police. Calling names and she wont let me approached to her to exchange information. The police file a report and we got each others information too. My adjutor and the police report said that Im not at fault, her Adjustor said that she is not at fault. After calling and talking to my Auto Insurance and file the report, my adjuster just wont turn my calls nor my emails , which its been so many times that I called and emailed to them since May 14th 2024 when the accident happened. I need someone to help me to figure it out how my insurance fix my car , since they dont respond to me. I have CAAAA insurance and the other party have the same. .My Claim number: 1005-728993 ******************************

  Business response

  06/27/2024

  Dear BBB,

  The complainant has indicated that they are not liable for the accident and has requested assistance with repairing the damage to their vehicle. We conducted a thorough investigation into the accident and determined that the complainant was not at fault for this loss. We informed the claim adjuster representing the opposing driver that liability is being denied in this case. Regrettably, the complainants insurance policy does not include collision coverage for the vehicle involved in the accident. As a result, we are unable to provide coverage for the necessary repairs to their vehicle. We have advised them to coordinate with the other drivers adjuster to address the repairs needed and have provided the necessary contact information.
  

  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,

  
  *********************
  Claims Manager
  ************

*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. ↩