Carpet Plus

Complaint: [redacted] I am rejecting this response because: I have still not received any answer to the following questions hereI believe that I should get my answers here disregards of any parallel actions that I have taken to practice my right According to your representative Mr [redacted] my insurance could be reinstated within days of cancellation when paid the outstanding balanceYou cancelled my policy on the 12/26/and I made a full payment for the outstanding balance on 12/28/Why did you fail to reinstate my policy considering that I made a full payment just days apart? You have put my life in danger for month due to lacking a procedure to ensure informing meHow do you confirm that the important notices like this have ever been received when you use mail without any confirmation? Do you have any confirmation that I was informed successfully? I believe taking this matter to the state insurance is my right and should not be used a reason to refrain answering my questions hereSincerely, [redacted]

April 12, Revdex.com, Inc [redacted] Attn: [redacted] [redacted] Dear Mr [redacted] : We are in receipt and have reviewed [redacted] complaint to your department website on April 9, We would like to apologize if we fell short of Ms [redacted] expectations of service in this scenario Ms [redacted] has indicated she did not receive notification of his policy’s pending cancellation due to non-payment of premium, however our records reflect that is not the case Our records reflect that we sent out the following invoices/notices to Ms [redacted] : 11/16/Notice was mailed advising that her auto pay had cancelled due to her credit card being declined The noticed advised we required a payment of $by 12/26/or policy may cancel 11/24/Billing notice mailed advising we had not yet received payment and $was due by 12/13/ 12/14/Notice of Cancellation mailed advising if payment of $not received by 12:01AM on 12/26/policy would cancel due to non-payment 12/26/Policy cancelled due to non-payment 12/28/Notice mailed advising policy cancelled as of 12:AM on 12/26/as we did not receive payment All invoices/notices were mailed to the mailing address on file for the policy: [redacted] Ms [redacted] has indicated that in December she updated her autopay Our records reflect we did receive a payment on 12/28/ At the time this payment was made, Ms [redacted] policy had already cancelled The payment she made cleared the outstanding balance she owed for coverage afforded to her through 12/26/ Thank you for the opportunity to address the insured’s inquiry Sincerely, [redacted] Service Consultant Policyholder Relations CSAA Insurance Group

Date February 7, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Policy Number: [redacted] Revdex.com File Number: [redacted] Dear Mr[redacted] We are in receipt and have reviewed [redacted] complaint to your department submitted on 2/1/Your complaint assignment has been referred to me for responseMr [redacted] also reached out to our corporate headquarters and I have spoken to him directlyI have had the opportunity to address his concerns with our contact center employees and provide him a contact going forwardAt this time, I am working directly with Mr [redacted] to resolve his policy concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, [redacted] Policy Holder Relations CSAA Insurance Group Phone Number: ( [redacted]

March 17, Revdex.com, Inc [redacted] ***Oakland, [redacted] ***Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: [redacted] Dear Mr [redacted] :We are in receipt and have reviewed [redacted] 's complaint to your department submitted on March 14, Your complaint assignment has been referred to me for responseOur records reflect that Ms [redacted] had both a renter's policy with us and an auto policyFollowing please find the status for each policy:Home Policy # [redacted] This policy was effective from 5/22/to 8/22/The policy cancelled due to non-payment of premium on 8/22/At this time our records reflect that Ms [redacted] has an outstanding balance due for this account in the amount of $for coverage that was provided to her through 8/22/14.Auto Policy #CAAS [redacted] This policy cancelled effective 9/4/due to non-payment of premiumThis policy renewed on May 22nd of each year.One vehicle and two drivers were insured on the policyWe rated the policy based on [redacted] 's driving history as per our underwriting guidelines if there are more drivers than vehicles on a policy we rate the driver with the highest risk of exposure.Insurance policy premium is only increased at policy renewal.For the 5/22/14-5/22/policy term the annual policy premium was $1,and reflected one point for [redacted] due to a 5/3/speeding ticket, conviction date 8/6/Jason was receiving the good driver discount.The annual premium increased to $2,at policy renewal on 5/22/for the 5/22/15-5/22/policy termThe premium increase was due to [redacted] showing two Driver Safety Record (DSR) points and the loss of the good driver discount due to the additional pointThe additional point for [redacted] was the result of a speeding violation dated 7/26/conviction date 12/19/At this time our records reflect that there is an outstanding balance due on this account in the amount of $for insurance premium for coverage that was provided through 9/4/15.Our records do show that Ms [redacted] did experience a claim loss on 7/17/However this accident was coded non-fault and therefore did not impact her auto policy insurance premium with us.We are sorry to hear of her difficulty with her AAA MembershipIf Ms [redacted] is still experiencing issues with her AAA Membership that is obtained through AAA Northern California, Nevada and Utah Club which is separate company and therefore her concerns would need to be addressed with them directly.Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, [redacted] Policyholder Relations SpecialistCSAA Insurance GroupPhone Number: 1-[redacted]

Complaint: [redacted] I am rejecting this response because: Aside from the misspelling of my name, the claim that I was provided with the endorsement information or the policy manual is a flagrant lie by [redacted] on behalf of AAAI received the manual in the mail over a week laterThe information regarding the endorsement was not brought up by the branch agent at the Gilroy, Ca officeI first heard of the endorsement when I filed my first claim after over years of driving and not ever having filed a claimThis is clear misrepresentation of the product and serviceSincerely, [redacted]

08/01/ Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] [redacted] Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Mr [redacted] We are in receipt of your office’s inquiryWe have reviewed [redacted] ’s complaint to your department which was submitted on July 28, I have provided the information you requested below The policy that [redacted] has purchased with CSAA IG does not specifically provide for Original Equipment Manufacture parts [redacted] ’s auto policy states that we will restore their vehicle to its pre loss condition with parts of similar kind and quality Original Equipment Manufacture parts can only be provided if [redacted] purchased an Original Equipment Manufacture parts endorsement on the vehicle, for the date of the lossSince [redacted] does not have an OEM endorsement, and the policy does not provide for OEM parts, we are unable to approve OEM glass for this lossFurthermore, all glass made for the purpose and use of a vehicle has to meet the same Department of Transportation safety guidelines If [redacted] wishes to have his windshield replaced with OEM parts, the member may do so However [redacted] will be responsible for the deductible they have selected, and any cost associated beyond what is covered under the auto policy they have purchased with CSAA IG We are willing to assist [redacted] with setting up services for the replacement of the windshield at any time, with the coverage that the member has elected under their auto policy Please feel free to contact me with any further questions or concerns Sincerely, [redacted] Claims Supervisor CSAA Insurance Group [redacted]

Dear [redacted] Please find our response attached Thanks

We need an extension on this case, Working with multiple groups and am waiting for answersWill respond as soon as I have the information I have made Ms [redacted] aware that I am working her case and will advise as soon as I have the answers [redacted] Member Relations [redacted] *** ***

Hello [redacted] Please find the attached response Thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ February 22, [redacted] Attn: [redacted] Re: Complainant: [redacted] Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Ms [redacted] : We are in receipt and have reviewed [redacted] 's complaint to your department submitted on February 12, Your complaint assignment has been referred to me for response As requested, here is our position We investigated the additional damaged noted at [redacted] in FresnoWe are paying for the additional damage identified as related to the 12-30-accidentWe could not consider diminution of value under Mrs [redacted] 's auto policy, because that first party coverage has an exclusion for diminution of value Mrs [redacted] is represented by an attorney who has made a third party claim for diminution of value under that liability policy Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Claims Supervisor Regional Claims Center CSAA Insurance Group Phone Number: ( [redacted]

March 18, 2016Revdex.com, IncBroadway, Suite 625Oakland, CA 94607Attn: [redacted] Re: Complainant: Scott [redacted] Revdex.com File Number: [redacted] Dear Mr [redacted] We are in receipt and have reviewed Scott [redacted] 's complaint to your department submitted on March 8, Your complaint assignment has been referred to me for responseAt this time we would like to assure Mr [redacted] that we have added him and his address of [redacted] to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailingsIn addition, we have informed our partner AAA Northern California, Nevada & Utah of his request and they have placed him on their Do Not Solicit list as wellThank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, [redacted] Policyholder Relations SpecialistCSAA Insurance GroupPhone Number: 1-855- [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ July 30, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attention: [redacted] Re: AAA Auto Policyholder: [redacted] Revdex.com File Number: XXXXXXXX Complainant: *** [redacted] Dear Ms***: We are in receipt and have reviewed Ms [redacted] 's complaint to your department submitted on July 17, Your complaint assignment has been referred to me for investigation and response As requested, here is our position Ms [redacted] has an auto policy with usAt renewal, we sent a letter to her homeThis letter indicated her premium will increase due to her Insurance Score Report received from our vendor, LexisNexis ServicesA review of her account by our underwriters found we have not ordered an Insurance Score Report since July The increase in premium was due to a recent approved rate change in her state and a standard adjustment between policy periodsThe letter (Consumer Information Notice) should not have gone to Ms [redacted] In her complaint to you, she asked for a billing adjustmentThe rate she was charged at renewal matches with the approved rating plan we have on file with the Department of InsuranceUnfortunately, because of this, we are unable to credit her account I personally contacted Ms [redacted] and apologized for the confusionI have offered Ms [redacted] a one-year membership to our Club as a gesture for goodwill for her feedback and overall experience Should you have any questions or require any additional information, please do not hesitate to contact me at the number listed below Thank you Sincerely, [redacted] Policyholder [redacted] Department Phone Number: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/04) */ 8-3- Sent via email from consumer: I guess as well as it will beStill didnt get a complete answer as to reason for increaseStill several "could be" reasons, but was not for reason given Was told letter was in error and they were working on "fixing", but shortly afterwards got another letter saying it was credit report, which couldnt have beenI had a transunion insurance score of over "900" and over something regular score, with no bad marks at all, again not truthfulJust guess have to live with it till I find another insurance company that can be honest with its insured Thank you for your assistance [redacted]

Initial Business Response / [redacted] (1000, 11, 2015/09/08) */ September 8, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: XXXXXXXX Dear Ms***: We are in receipt and have reviewed [redacted] 's complaint to your department submitted on August 21, regarding auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response Our records indicate that Ms [redacted] also submitted a complaint regarding this claim to the California Department of InsuranceAs a result, please be advised that we will be resolving this issue through the California Department of Insurance Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) David [redacted] at XXX-XXX-XXXX x-XXXXXXX; Supervisor is [redacted] at XXX-XXX-XXXX; mislead the conversation with my son, Mr[redacted] fabricated my sons statement - Ms[redacted] crossed the double yellow line and struck my Honda Accord; Mr[redacted] reversed and said my son did the action of Ms[redacted] My insurance company, State Farm, found Ms[redacted] to be at 50% liabilityThe Department of Insurance advised me to take CSAAA to Small Claims court Final Business Response / [redacted] (4000, 15, 2015/09/14) */ September 14, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: XXXXXXXX Dear Ms***: We are in receipt and have reviewed [redacted] 's rebuttal to your department submitted on September 10, regarding auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response We disagree with Ms [redacted] 's statementsDue to all the evidence on file, we do not have sufficient evidence to prove negligence against our insured and therefore we are not accepting any liabilityAt this time we feel we have fully addressed the issues raised when we responded to the California Department of Insurance complaint and consider this matter closed Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: (XXX) XXX-XXXX Final Consumer Response / [redacted] (3000, 19, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, the witnesses did not see the accident, second Mr[redacted] fabricated my sons statment, third Mrs[redacted] crossed the double yellow lines when she avoided cyclists on her side of the street - striking my Honda Accord and causing extensive damage Ms[redacted] is 50% liable for causing this accidentCSAA had the claim at 50% [redacted] liability until they saw the extensive damage to my vehicle, at such time they changed the liability

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ January 19, Revdex.com, Inc Broadway Suite Oakland, CA XXXXX Attn: Ms [redacted] RE: Revdex.com CASE#: [redacted] - [redacted] Dear Ms [redacted] : Thank you for taking the time to contact us regarding Shrinivas [redacted] 's complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position We have been in contact Mr [redacted] and have addressed his concerns to his satisfaction Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] - Executive Office AAA Northern California, Nevada & Utah XXX XXX XXXX [redacted] @goAAA.com

[redacted] has been in touch with me and said a claim check for $will be paid out to usTo date, I have not yet received paymentHowever, provided check is forth-coming, this is an acceptable resolutionThank you - [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aaamissouri.com This consumer's complaint is not against AAA Automobile Club of MISSOURIHe resides in Nevada and is not a [redacted] of the Missouri AAAHe should contact the AAA Club and Revdex.com in his residing state Please remove this complaint from our recordsThank you Final Business Response / [redacted] (1000, 14, 2015/11/30) */ Contact Name and Title: [redacted] Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @goAAA.com November 30, Revdex.com, Inc Broadway Suite Oakland, CA XXXXX Attn: Ms [redacted] RE: Case #: Revdex.com CASE#: [redacted] - [redacted] Dear Ms [redacted] Thank you for taking the time to contact us regarding [redacted] ***'s complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position We have contacted Mr [redacted] and addressed his concern to his satisfaction Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] - Executive Office AAA Northern California, Nevada & Utah XXX XXX XXXX [redacted] @goAAA.com

Complaint: [redacted] I am rejecting this response because: I have pictures to prove that there ensure was at fault of the accident I have pictures of his car and I have pictures of my car and took pictures of the intersection this happen I send the pictures to [redacted] if you like I will send them to you again Sincerely, [redacted]

August 10, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Dear Mr [redacted] : We are in receipt and have reviewed [redacted] ’s complaint to your department submitted on August 6, Your complaint assignment has been referred to me for response Our records show that we received Mr [redacted] ’s request for personal information on 7/27/and that we processed and mailed out that information to him on 7/27/as well to his address of [redacted] **, Westport, CT *** We are sorry to hear that Mr [redacted] has not yet received this information and would like to apologize for any frustration he may have experiencedSince Mr [redacted] has not yet received this information we are sending it out to Mr [redacted] againHe should receive it in the next business daysThank you for the opportunity to address the insureds inquirySincerely, [redacted] Service Consultant Policyholder Relations CSAA Insurance Group Phone Number: [redacted]

February 8, Revdex.com, Inc [redacted] Re: Complainant: L [redacted] Revdex.com File Number: [redacted] Dear MrSandoval: We are in receipt and have reviewed L [redacted] ’s complaint to your department submitted on February 2, Your complaint assignment has been referred to me for response We are sorry to hear that Ms [redacted] has decided to obtain insurance with another carrier On the home policy application it does state the following “I understand that I may be charged a cancellation fee if I cancel this policy for any reason..” However, we agree that in this scenario it would not have made sense to cancel the home policy right after payment was made as Ms [redacted] did As a result, as a good will gesture we have waived the cancellation fee that was originally charged to her Home Policy # [redacted] A refund check in the amount of $will be mailed out to Ms [redacted] in the next business days We have reviewed Ms [redacted] ’s auto policy and found that her premium increase at policy renewal was due to the following factors: A Nevada policy rate revision that went into effect for all policy renewals after 6/1/ A change in the Advance Shopping discount This discount is applied for a period of three years, but in a “step down” manner This means that the discount is reduced each year after policy inception A change in her insurance tier The tier system represents a complex combination of rating factors with a wide range of potential rating factor interactions that can influence the premium amount upon each renewal termThe interactions are actuarially determined and automatically preprogrammed in the systemsThe tier system is a way for insurers to segment risk exposures in order to more accurately price each risk exposure on an individual policy Thank you for the opportunity to address the insureds inquiry Sincerely, [redacted] Service Consultant Specialist Policyholder Relations CSAA Insurance Group Phone Number: [redacted]