ComplaintsforCSAA

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 14th, 2021, I called *** roadside service because of a dead battery. I reached out to *** roadside serivce and provided me a jump. From there the *** representive infomred me that a battery were not in stock becuase of the snow. From there I puchased a battery from ****** and completed a remibursement request. It was certified that the battery was still under warranty. I called *** for a second time after the battery was installed to ensure the battery was working. After completeing my claim, ************ (rep who is mangining my claim) send an email in part that stated "Upon review, during your second service call on 12-14-21, call number *****, the technician tested the battery and the test results were adequate and were Continue to Use". I responded by explaining the misconfusion " The only reason the battery was functioning on 12-14-2021 at 6:55 PM was that I installed a new battery and requested to ensure the battery was in working condition as I was making a long-distance trip the next day. This was because the *** in Reno had no batteries in stock. As you can see on the receipt, the battery was purchased on 12-14-2021 around 15:23 hours which translates to 3:24 PM, and was installed a couple of hours after the purchase. After that, an *** representative came out to test the battery's battery health". After not recieving a reply I called once again to check the status on the refund and now she is claiming that the recipet does not show my name, the vehicle infomration on the recipet is not correct (athough the battery was purchased on the same day I requested service for a jump). It is clear that the battery was purchased on the date of serivce and installed. Every time I speak to her she tries to address a new issue ot prevent my claim from being funded. I would just really like my refund per memebership dues I pay.

  Business response

  01/12/2022

  I have been informed by the reimbursement group that they have processed the refund in the amount of  $102.84.  He should receive it within the next ***** business days.

   

  Sincerely,

   

  Lakshmi Pal

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

  Customer response

  01/12/2022

  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

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 29, 2021 Dear Sirs:Recently I requested a claim on water damage in my garage. CSAA is my insurance carrier. They sent (Blank) Construction to see if any water damage existed. CSAA then called and denied the claim saying they did not cover water damage if there is no water pipes.There has never been water pipes in the garage. Yet some years back they paid a claim on water damage to the south wall of the building. Three (3) days after the garage inspection, I received a letter from CSAA stating they would cancel my insurance by February 19, 2022 if the garage was not repaired or torn down.This has caused an emotional strain on me. The letter appeared malicious, unprovoked and provocative. Instead of the letter being signed by a CSAA adjuster it was simply signed, AAA Insurance Team.I ask for your assistance in this matter.The garage is only used for storage.CSAA covers full damage value on my home, but; they are liable for only $10,000 (ten thousand dollars) on any garage claims.I am over 70 years of age and suggest the Insurance company may believe I am an easy target.Finally, the pandemic has caused a significant slowdown in business activity including construction. By threatening such a short time frame for repairs or face Insurance cancellation CSAA has created a hardship.

  Business response

  01/07/2022

  January 7, 2022                
  
  Better Business Bureau, Inc.
  PO Box 218         
  *********************
  
  Attn:      ********** 
       

  Complainant:*************************************
  BBB File Number: 16411851
  
  Dear Disputes Resolution Specialist:
  
  We are in receipt of your offices inquiry. We have reviewed ******* Strausbaughs complaint to your department which was submitted on December 29, 2021.
  
  After a review of the complainants account we discovered ************************* submitted a formal inquiry to ************** of Insurance. Because the Department of Insurance is the governing entity, that complaint supersedes any personal or social complaint filed. Our official response will be issued in accordance with the directions provided by the Department of Insurance to ensure we are in compliance and reduce the potential for confusion.
  
  Should you have any questions or require any additional information, please contact me at the number below.
  
  Sincerely,
  
  **************
  Policyholder Relations Consultant
  Phone: ************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car subscription reservation with AAA Car Subscription. They were supposed to deliver the car I reserved on Christmas Day, but no one contacted me/showed up at all. I gave them a few calls at ************, the option 1 can get me through but theyre not the car subscription direct team so they dont have any information available. When I pick option 2 it automatically transfers me to grubhub customer service. I think there is something wrong with their extension. I called again and the option 1 support had no clue of what is going on! I sent them a few emails with no response at all either. I really need a car and now its just all messed up. Please deliver my car!!

  Business response

  01/18/2022

  Our sincere apology for any confusion.  That program expired not sure how he got through.

   

  The website clearly states: " We're not signing up new Members at this time".
  

   

  Sincerely,

   

  Lakshmi Pal

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

   

  Customer response

  01/18/2022

   
  Complaint: 16401513
  
  I am rejecting this response because:

  It went through because it did not give me such message when I signed up. I had gotten in touch with *****************************, he said he would get back to me after contacting Gig Car Share and see if an accommodation can be made. Please follow up. Thank you.

   

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

  Business response

  01/27/2022

  I have been informed by ***************************** that he is working with *************************** to address his concerns.

   

   

  Sincerely,

   

  Lakshmi Pal 925 274n 8102

   

  Customer response

  02/09/2022

  Hi,

  
  The business said in a response that someone would reach out to me, but they didnt. Ive waited for almost a month now. 

  
  Rick 

  Business response

  02/25/2022

  He was offered a resolution.  He refused to comply.  We now consider this case closed.

   

  Hi ****,
  
  
  Here's what we're able to do. We will provide $603 of Gig credits for you to access a Gig. You can either use that for a 2 week rental or on an as-needed basis for trips.
  
  
  In order to receive the credits, you will need to download the Gig app, go through the necessary signup steps to become a Gig Member and then we will upload the credits to your account. The credits will be available for 3 months.
  
  
  In return, you'll need to sign the attached NDA and waiver of all legal claims regarding the resolution and send it back. Additionally, please provide us with the link where you were able to sign up on the website so we can make sure it doesn't cause confusion for others in the future.
  
  
  Thanks.
  
  
  --
  ***********************
  Marketing Director, Mobility Innovation

   

  Lakshmi Pal

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

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a new car insurance policy in person at A A A office near me in ********** **, and was told because of my good driving record I needed to put a down payment of only $800. Within less than a week they charged me $2600 additional dollars without authorization or agreement from me. I called to cancel my policy for misleading information within a week of beginning the policy and at first told me they wouldnt refund my money and cancel my policy even though I was lied to and demanded my money back which again was taken without my agreement and that extra $2600 plus the $800 I need for rent or I will be evicted. This covid pandemic still has me currently unemployed I stresses to them this unethical action and that I need my refund immediately, and they finally agreed, but said they were only going to give me a refund by check and wouldnt expedite my refund to to the serious error on their part and the check could take up to 14 business days to receive the check minus the days I had the policy. Not only did they take my money without my consent or agreement to those terms they are not understanding the brevity of my situation. I would like the BBB to contact them and demand the expedite my refund. This is a matter of me being evicted, I cannot stress this enough how unethical, misleading, and apathetic they have treated me. Please reach out to them as soon as possible.

  Business response

  12/19/2021

  December 19, 2021
  
  Better Business Bureau, ****
  ***************************************************** 94607
  
  Attn:  *** L
  
  Re:      Complainant: *************************               
             BBB File Number: ********
  
  Dear *** L:
  
  We are in receipt of your offices inquiry. We have reviewed Mr. ******** complaint to your department submitted on December 8th. Below is our response.
  

  I contacted ****************** on December 9th and left a detailed voicemail with my direct contact information requesting a return call to review his concerns. As of December 19th, I have not yet received a return call.
  

  ****************** began an auto insurance policy on November 30th with a deposit of $51.23 in cash. The policy has not been enrolled in autopay nor has any electronic payment method been added. There are no other policies or quotes in Mr. ******** name.  
  
  Thank you for providing us with the opportunity to review your concerns. Should you have any questions or require any additional information please contact me at ************ Monday Friday 8 AM to 5 PM.
  
  Sincerely,
  
  *******************
  Policyholder Relations Consultant
  Policyholder Relations - CSAA Insurance GroupTell us why here...

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with CSAA on 11/8/2021. I received a claim # ************. I spoke to my claim adjuster 11/10/21 to tell her I was tuning my car in 11/11/21 and to whom. She said that is fine and she wil contact them. Her name was ***************************** I turned my car in for repairs at ******************************************************************************************* on 11/11/2021 I received a rental car from Enterprise Rental 11/11/21. ******* called my 11/15/21 to tell me they submitted and called my adjuster ***************************** and have no response. I also called her and left several VM. No response. ******* was called on 11/18/21 by CSAA not my adjuster asking for stuff to be sent elsewhere. They did so. Due to no response after that I called ****** 11/19 11/22 and finally on 11/23 I called and asked for her supervisor. The supervisor did not call me back, someone names ******** did saying she was assisting ******. She said she would approve all repairs and get a check sent to *******. I asked if she would call them so they could begin she said yes.As of 12/6/2021 ************ had not heard from CSAA. I called today three times. ******** left me a VM while I was at work saying she is not my adjuster, even though if you type in my claim# on the CSAA 800 number it sends the call to her and says she is my adjuster. On her VM she said she did not see that I was in a rental at this time. What???? I have had since 11/11, how do you guys not know what is going on??I am sorry all I want is my car repaired and the customer service that ******************** use to provide! I pay for my insurance as we all do. If you pay for a service you expect to get the service when you need it!BBB needs to know the type of service CSAA is or is not providing!

  Business response

  12/17/2021

  December 16, 2021
  
  
  Better Business Bureau, ****
  *************, Suite 625
  ****************
  
  Attn:  **********
  
  Re:       Complainant:*****************     
              Claim Number: ************                
              BBB File Number: 16340677
  
  Dear Disputes Resolution Specialist:
  We are in receipt of your offices inquiry. We have reviewed ***** **** complaint to your department which was submitted on December 7, 2021. I have provided the information you requested below. 
  We have issued the payments owed for Ms. **** repairs to ******************** *** totaling $1140.26, and her rental was extended through December 9, 2021.
  Should you have any questions or require any additional information please contact me at the number below. 
  
  Sincerely,
  
  *****************************
  Auto Claims Manager
  ************

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAA came to charge my car battery, the technician damaged the vehicle in the process. Then the technician had the vehicle towed to a shop without my authorization. AAA shop did repairs to my vehicle without my consent. They told me to come pick it up, and when I attempted to turn the vehicle on, there was a loud sound and burning smell. The guy at the shop indicated it was related to the problem AAA caused. Now AAA won't pay for the damages and I still don't have my vehicle. I've been without the vehicle since Tuesday.

  Business response

  12/22/2021

  We have been in contact with the member and are trying to address her concerns.  She needs to authorize repairs with the shop.

  
  Sincerely 

  
  

  Lakshmi Pal

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a full coverage membership with AAA along with roadside assistant service and they refuse to serve me on emergency time. I have spented my money and thought that I will be safe and whenever I need roadside assistant they would provide me one, but they lied to me that I have canceled my roadside assistant by phone and then they told me that I have went to their branch and canceled it, Which is total lie and I told them to prove it since all of their calls are getting recorded and cameras at their branch I never canceled they couldn't told me why did they refuse a service on roadside where I was in a really bad place which could cause an accident. My car got locked keys inside and they were sending me from one to another department I had to pay out of pocket to a local tow truck for his service. If I canceled my membership where is my refund if I didn't why was I refuse to be serviced at the time of emergency?

  Business response

  12/09/2021

  We have addressed his concerns. He is satisfied with the outcome.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  11/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had CSAA insurance for years and have had nothing but problems with them. I have had a great driving record, however, unfortunately, when something as happened to my car, etc. it has been a nightmare trying to deal with the claims on it. I had a situation recently where I have had to call repeatedly to no avail. I was told that they would help me get the car to a shop and when I called the shops, they could not even see me and gave me a really hard time. When I was finally able to get ahold of a shop CSAA would not even return the calls. They told me that I could not drop my insurance even though I cannot drive the car or do anything with it or drop parts of it and that I would only get around a ***** refund if the car was "totalled out" for my insurance portion. I feel totally ripped off and if they want to lowball me on my insurance then whey did they over-insure the car to begin with? Also, they put the car as a loss on the **** report even though they did not pay out any money on the claim on the car which they should not have done either. I feel that they are not playing very fair with me and are not abiding by the insurance laws for the State of Nevada. I am very upset about all of this. In the past, when I had med pay, they made me pay out of my own insurance. I feel that this is "bad faith and unfair claims processing practices" and in violation of state and federal insurance codes and regulations.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i have aaa i pay monthly auto pay when my husband went in to pay a year in ********** brought me the receipt and it had gone up 249 so i called them and they had made a mistake on the mileage of one of our cars saying we drove it ********* miles in a year she told me they would refund my over payment for the prior year which was 2020 i over paid and i paid the next year in full in advance for the year 2021 to 2022 now they are saying once he made that payment in ********** is stating everything was correct on the last year so they do not have to refund it we did not make the mistake and no one noticed it until we paid the next year in advance this was all done 7/2021 and i was told they would refund the prior year.

  Business response

  11/09/2021

  This case needs to be filed with AAA in ***********.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CSAA has been raising my rates in stealth and unethical ways. Last summer I took a car OFF of my policy, and CSAA used this change as an excuse to raise my rates. When I complained and pointed out the math, the person on the phone mumbled something about "everyone does it." I asked for a manager, was told they would get back, and never heard from them again. This month, I received a notice that my credit card was about to expire, asking me to update it. I went in and update my credit card, and because of this change, they raised my 6-month rate in the middle of my policy year by $324.63. I pay on a semiannual basis, with the policy cost put forth in June. Now they are saying that I owe an extra $324.63 in December, just because...nothing. This is the worst, most unethical company I have ever dealt with.

  Business response

  11/08/2021

  November 08, 2021
  
  Disputes Resolution Specialist

  
  Re:         Complainant:                               ******* Feller                    
                  BBB File Number:                      16071728
  
  Dear ***:

   

  We are in receipt of your offices inquiry.  

  We are in direct contact with **************** and have resolved her concerns.

  Should you have any questions or require any additional information, please feel free to contact me at the number listed below.   

  Sincerely,

   

   

  ***** S

   

  Policyholder Relations Consultant

   

  CSAA Insurance *****************event-added="1" style="color: rgb(32, 31, 30); margin: 0in; font-size: 11pt; font-family: Calibri, sans-serif;">3055 Oak Rd, MS W420

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

  Phone: ************

  Customer response

  11/09/2021

  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,
  
  ***************************

*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. ↩