ComplaintsforCSAA
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
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a claim with my insurance company back in May, my car was broken into and needed to be fixed. Well I took my truck to an automotive shop recommended by AAA and they estimated the value to fix my car to be around $4,500. After a month of no word from insurance or the shop I went and took my car (even though the shop kept telling me I COULDN'T take my own car that I still owned) and got it fixed at a reputable automotive shop for a third of the cost. Come to find out that my insurance had deemed my car a total loss, and a salvage title that they expected me to change. Well if they had at any point in time tried to contact me or return my calls they would've found that I fixed my vehicle without their help. The lack of respect and total disregard for how much I've struggled in this situation is one thing, but now I'm jumping through hoops to make sure their isn't a salvage title on my vehicle's history report. I'm disgusted with how I've been treated and need help fixing this.Business response
08/19/2021
August 19, 2021
Better Business Bureau, ****
*************, Suite 625
*****************
Attn: ****************
Re: Complainant: ***************************
BBB File Number: 15747946
Dear ****** W:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
We did deem her vehicle a total loss and have attempted contact with **************. We will continue to reach out to her until we are able to resolve her concerns.
Should you have any questions or require any additional information please contact me at the number below.
Sincerely,
*****************************
Claims Manager
Phone: **************
Initial Complaint
08/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
AAA stole money out of my bank account and tried to say I ordered it! Untrue! I never asked for it or ordered it I never gave them my bank account number!! HOW does that happen? When I called and told the this they said they would be happy to refund me a partial because they will pro rate it!! Are they crazy Pro Rate WHAT!! What a slick criminal mind steal Thief's!!! Prosecute Never do business with them!Business response
08/11/2021
We are refunding member $56.00 under 2 separate checks which he should receive within the next 15-20 business days.
Sincerely,
Lakshmi ***
*** *** ****
Initial Complaint
08/05/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I replaced my Nissan Altima with a 2021 Toyota Camry on 5/25/2021. My car insurance was increased from about $800 to $1,227.76. I accepted the increase and paid for my new policy. My policy yearly date is 8/23/2021. AAA increase my insurance to $1,410.76. This is an increase of $183 in three months just because yearly re new. There already was an adjustment due to a new car for over $400 on 5/25/2021. When I called for an explanation, I was told if you do not like it go to another insurance Co. I have been with AAA since 1993 and have not had a ticket or an accident in the past 18 years or more.Business response
08/09/2021
August 9, 2021
****** ******** ******* **** **** ********* ***** *** ******** ** *****
Attention: Janell *********** ********** **********
Re: Complainant: ******** *****
BBB File Number: ********
Dear Janell **:
We are in receipt of your office’s inquiry. We have reviewed ********** complaint to your agency.
Below you will find our response and position concerning this matter.
We are the auto insurance provider for Mohammad *****. We understand Mohammad would like a billing adjustment for his upcoming policy term. Unfortunately, we cannot honor his request as it would be unfair to all our other policyholders.
We apologize for any frustration Mohammad may have experienced in researching his premium increase with us. We are aware that Mohmmad is disappointed to receive our Offer to Renew at $1,410.76. We have reviewed his policy and found our Offer to be in order. We hope Mohammad finds us competitive and continues to allow us to provide his auto insurance needs.
Should you have any questions or require any additional information, please contact me at the number below. Thank you.
Sincerely,
Dolores *******
Policyholder Relations
Corporate Headquarters
CSAA Insurance Group
Phone: ***** ********Initial Complaint
08/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
AAA Insurance Claims Claim # ************ Attn: Jonet Moore TO WHOM IT MAY CONCERN I am extremely disappointed with AAA Insurance Claims and Adjustment departments. This claim was oppened over two weeks ago, and the lack of communication and attention to this claim is ridiculous. The lack of response and attention by the claims adjuster is inexcuseable. After numerous calls to both the adjuster and your approved body shop Caliber Collision here in Folsom, CA, not only has this very small claim not been settled, but we still don't even have an appointment for an estimate. I am finished waisting my time dealing with your negligence and incompetence. I am ordering the replacement left rear (driver side) tail light from the dealership. Please process this claim reimbursing us for the new tail light and estimated installation costs, less the $100 comprehensive deductible. I have attached photos of the broken tail light lense, for your convenience.Business response
08/04/2021
August 4, 2021
****** ******** ******* **** **** ********* ***** *** ******** ** *****
Attn: Janell *
Re: Complainant: David ******
BBB File Number: ********
Dear Janell W:
We are in receipt of your office’s inquiry. We have reviewed the complaint to your department.
Below you will find our position on the matter.
Mr. David ****** called in a claim for left taillight damage on July 17, 2021. The adjuster, Jonet ***** spoke with Mr. ****** on 7/22/2021 and offered a referral to one of our Direct Repair Network shops which he declined. Mr. ****** informed us he would call back with the name of a shop. On July 28, 2021, Caliber Collision emailed us indicating Mr. ****** would be taking his vehicle to them for the repairs, and requested we send them an assignment which was completed. To date, no estimate has been submitted.
We have reviewed our phone reporting system and found only one inbound call from Mr. ****** since reporting the loss on 7/22/2021. That call was promptly returned by the adjuster.
In his complaint to the BBB Mr. ****** submitted photos of the damage to his vehicle. Based on those photos we will write an estimate and cash settle with him less his $100 deductible.
Should you have any questions or require any additional information please contact me at the number below.
Sincerely,
Mark ** *********
Senior Claims Manager
Phone: ************Initial Complaint
07/25/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
On Thursday July 22, 2021 at approximately 3:30PM we noticed our master bedroom and bathroom were flooded. We called AAA our homeowners insurance for assistance. AAA sent out someone. The people who came placed large machines in the master bedroom and closed the door. The next day there was fog and a poisonous smell throughout the house. I had to evacuate due to feeling faint and ill. We called AAA expressing our concern, AAA stated there was nothing they could about it and refused to send someone to turn off the machines and check our home.Business response
07/29/2021
Dear ******,
We have been unable to locate a claim based on the information provided. Contact attempts to gain additional information have also been unsuccessful. Please provide us with a claim or policy number for review.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Business response
08/17/2021
August 17, 2021
Better Business Bureau,Inc.
*************, Suite625
*****************
Attn: ****************
Re: Complainant:***************************
BBB File Number: 15692452
Dear JanellW.:
As we informed you on August 10, 2021, wedid get the claim number from *************************** on Sunday, August 8 by e-mail.
We immediately alerted our **************************** ******** spoke to the claim adjuster for her fathers claim.Our ***************** provided ******** with an update and will continue toactively work the claim and keep *************************** updated.
Should you have any questions or canprovide us with any additional information on the complainant, please contactme at the number below.
Sincerely,
*****************************
CSAA Insurance Group
Corporate Headquarters
Policyholder Relations
Phone: ***************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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Customer Complaints Summary
335 total complaints in the last 3 years.
138 complaints closed in the last 12 months.