Carpet Plus

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ July 7, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Claim Number: XXXX-XX-XXXX Revdex.com File Number: XXXXXXXX Dear Ms [redacted] : We are in receipt and have reviewed [redacted] ***'s complaint to your department submitted on June 26, Your complaint assignment has been referred to me for response As requested, here is our position Our insured, [redacted] ***, reported a loss, indicating that their vehicle was damaged while parked and unattendedThis report was made to us by telephone, so we were unable to inspect his vehicle at the time of noticeWe advised Mr [redacted] that we were initially filing the claim as a comprehensive loss, subject to a $deductibleWe also advised Mr [redacted] that if after we inspected his vehicle, if it was determined the loss was the result of a collision loss, that his deductible would then be $ Mr [redacted] took his vehicle to one of our approved repair facilities and signed an authorization for the shop to repair his vehicleA preliminary estimate and photos were then submitted to us for our reviewUpon our review, it was determined that the damage to Mr***'s vehicle was indeed caused as a result of a collision, and was subject to a $deductibleThis message was communicated to both Mr [redacted] and the body shop At that point, Mr [redacted] decided not to have his vehicle repaired, as he did not have the required $deductibleUnfortunately, Mr [redacted] had already signed a repair order, authorizing the shop to repair his vehicle, and repairs were already well underway AAA made a business decision to only charge Mr [redacted] a $deductibleThis resulting outcome satisfies Mr***'s original request that he only be charged a $deductible 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: (XXX) XXX-XXXX

Tell us why here January 24, Revdex.com, Inc [redacted] Attn: [redacted] Complaint Case #: [redacted] Consumer: [redacted] Dear Mr [redacted] Thank you for taking the time again to contact us regarding [redacted] [redacted] complaint against [redacted] Northern California, Nevada, & Utah ( [redacted] NCNU)We appreciate the opportunity to clarify our position We understand Ms [redacted] made a payment to her Membership account May 31, which was misapplied to a different Membership account due to a system error We have corrected this issue and reinstated Ms [redacted] ’s Membership account and applied her paymentHer Membership is active and valid through January 20, I have emailed and called Ms [redacted] offer our sincere apologies and to advise that her Membership is active and that if she would like a reimbursement for the out-of-pocket towing expenses she had on January 15, 2017, she will need to provide us with the receipt and we will submit a refundOnce we receive the emailed receipt to [redacted] @norcal.***.com she can expect a refund check within 10-business days Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] Member Relations [redacted] Northern California, Nevada, & Utah (510) [redacted] @norcal.***.com

Hello A [redacted] Please find our attached response. Thanks.

July 25, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Dear Mr[redacted] : We are in receipt and have reviewed [redacted] complaint submitted to your department Your complaint assignment has been referred to me for responseSince the submission of this complaint, our claims group has contacted Mr [redacted] addressed his concerns and issued paymentWe would like to apologize for any delay Mr [redacted] has experiencedIf Mr [redacted] has any additional questions or concerns regarding his claim, he may contact Claim Supervisor [redacted] Sincerely, [redacted] CSAA Insurance Group Policyholder Relations

Hello ***Please find our attached response.Thanks

Complaint: [redacted] I am rejecting this response because (I would accept a result when I see actual results so I hope it resolves fast): Hi Thank you very much for the follow up however this response is inaccurate and unfair: Original estimate for missing AC units and all the vandalism on the 4-plex was only 14K they offered me with $0 for rent loss. This was not even funny, see below for details: The initial estimate and scope which was done few days after the incident was KEPT SECRET from me for 3 months and it only revealed when I already had it and wanted to know what is going on ASAP so they dropped out 14k number to cover material and labor for all missing AC, vandalisms, broken windows, wall, ripped out cu pipes, broken water heaters, taken 2 stoves, damaged furnaces and ! If I was aware from day 1 this whole thing was much easier to handle, I was kept in dark for 3 months. I offered AAA if they do all these with the same price for 1 year in my other properties not only I will drop this case but also at the end of the year I will cut a thank you check to AAA for 14k! I still grant that! AAA picked and sent someone else (an actual AC company) to estimate 3 missing AC units only (which is not the only AC problems) per my request and quote for 3 of them alone came over 14K J This shows how the original estimate was off even by AAA standard. So it was inaccurate and unfair and it is not my fault that it was not done correctly to begin with. The process can take few weeks and I understand but this is taking almost 6 moths if it drags to February!!!! 6 months is not few weeks! This is distorting reality. “AAA wants nothing more than to settle this claim accurately and fairly”, that is untrue and shows from the first inaccurate and unfair estimate to now which after assuring me no more inspection is required to cause delay (we already had 2 inspections) by email now they want more inspection which I AGREED but they can’t even schedule it right away that I can be personally present on site, they give me estimate of over a week out for the 3rd inspection which they will need to meet with my contractor! (we don’t live in Sacramento and have audits that can’t miss in over a week) I would be more than glad to talk to drafter of below response in AAA to address his conception based on actual emails I have on hand, I am open to even meeting with him so in case we go live, “we were not aware” and “this is not how AAA conduct business” would not be stated. I want nothing more to end this. That’s why I agreed with 3rd inspection, I agreed with whenever they can do it, I agreed to whoever doing it, I agreed with whatever actual company they pick, and all I want is a timeline and sense of urgency. I hope by next week this is finalized and I am keeping an open mind and looking forward for it. Again thanks for follow up. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ December 11, Mr [redacted] CA XXXXX RE: Revdex.com CASE#: XXXXXXXX Dear Mr [redacted] I want to personally apologize for the failed service and the poor follthat resulted in your complaint to Revdex.com We failed to provide customer service in a manner that is consistent with our high standards, that you have come to expect, and that our Members deserveWe exacerbated the poor service by not following upThere is no excusewe did not perform to the level that has been a hallmark at AAA for over years We have coached the Team Members involved in providing stellar customer service, reminding them that we are here because of our MembersTo compensate for our lack service, we will pay your membership dues when it renews on April 13, We appreciate you trusting us with all your insurance needs and membership and hope to regain your confidence once again Please feel free to contact me with any questions for concerns Sincerely, [redacted] - Executive Office AAA Northern California, Nevada & Utah XXX XXX XXXX [redacted] @goAAA.com CC: [redacted] Dispute Resolution Specialist Tel: XXX XXX-XXXX Fax: XXX XXX-XXXX [redacted] @Revdex.comemail.org Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

August 16th, Revdex.com, Inc [redacted] Attn: [redacted] l Re: Complainant: Mr [redacted] ** Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Mr [redacted] l: We are in receipt of your office’s rebuttal to our original response dated August 9th I am providing the additional information requested below The first claim was reported to our office on 2/13/with a reported loss date of 2/11/ The second claim was reported to our office on 3/17/with a reported loss date of 3/14/ Both claims were thoroughly investigated and the damages are to different rooms in the house as a result of separate ice dam claims Our file reflects receipt of an estimate from the insured on July 19th, however, that estimate did not have contractor’s name on the letterhead and the email from the insured confirms that they not been able to make the repairsOur file also reflects a recent conversation with the insured on 8/7/where the insured confirmed that they are still considering using an approved AAA contactor to make the repairsThe insured was advised upon the filling of both claims that they are free to choose whichever contractor they would like to use to complete the repairsThe AAA approved contractor is willing to complete the repairs for the amount of the estimates that they have submitted to our company If the insured uses their own contractor, we have explained that under the policy they would be entitled to recover the deprecation once repairs have been completedThis is outlined under the Loss Settlement provision of the hmeowners policy: Buildings covered under Coverage A or B at replacement cost without deduction for depreciation, subject to the following: If, at the time of loss, the amount of insurance in this policy on the damaged building is 80% or more of the full replacement cost of the building immediately before the loss, we will pay the cost to repair or replace, after application of any deductible and without deduction for depreciation, but not more than the least of the following amounts: The limit of liability under this policy that applies to the building; The replacement cost of that part of the building damaged with material of like kind and quality and for like use; or The necessary amount actually spent to repair or replace the damaged building If the building is rebuilt at a new premises, the cost described in (2) above is limited to the cost which would have been incurred if the building had been built at the original premises If, at the time of loss, the amount of insurance in this policy on the damaged building is less than 80% of the full replacement cost of the building immediately before the loss, we will pay the greater of the following amounts, but not more than the limit of liability under this policy that applies to the building: The actual cash value of that part of the building damaged; or That proportion of the cost to repair or replace, after application of any deductible and without deduction for depreciation, that part of the building damaged, which the total amount of insurance in this policy on the damaged building bears to 80% of the replacement cost of the building We will pay no more than the actual cash value of the damage until actual repair or replacement is complete Once actual repair or replacement is complete, we will settle the loss as noted in 2.aand babove Should you have any questions or require any additional information please contact me at the number below Sincerely, [redacted] Homeowners Manager CSAA Insurance Group [redacted]

June 2, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Mr [redacted] We are in receipt of your office’s inquiryWe have reviewed Mr [redacted] ’s complaint to your department which was submitted on May 23, I have provided the information you requested belowAs stated in the previous letter dated June 1st, 2017, there is no evidence to place Mr [redacted] at fault for the accident that occurred on February 2nd, Our liability decision on this claim will standShould you have any questions or require any additional information please contact me at the number below Sincerely, [redacted] Claims Supervisor CSAA Insurance Group [redacted]

Complaint: [redacted] I am rejecting this response because:its not ok what your company is doing im just going to small claims if this has no resolution I have my pictures for proof his silver paint is on my rear bumper and rim Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/09/16) */ September 16, Revdex.com, Inc Broadway Suite Oakland, CA XXXXX Attn: [redacted] Complaint Case #: XXXXXXXX Consumer: [redacted] Dear Ms***: Thank you for taking the time to contact us regarding [redacted] ' complaint against AAA Northern California, Nevada, & Utah (AAA NCNU)We appreciate the opportunity to clarify our position One of our [redacted] Experience employees, [redacted] Macedon, reached out to Ms [redacted] on September 15, regarding her tow services on August 28, [redacted] researched the calls in our records and spoke to Ms [redacted] regarding her experience [redacted] extended her apologies and advised that all individuals involved would receive appropriate training by the senior management team in our contact center to ensure this is an isolated event [redacted] also provided the [redacted] with a Goodwill Gesture of $for her recent payment for Premier Membership duesShe will receive the refund within business days Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] AAA Northern California, Nevada, & Utah (XXX) XXX-XXXX [redacted] @goAAA.com

Response Attached

Complaint: [redacted] I am rejecting this response because:I have a written letter from AAA stating the "other party" was found 100% at fault. I still have this letter in my posession. I will send you the copy tomorrow. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It does not account for the remainder of my AAA membership that should have been refunded months ago in the amount of $35. Also I was not told I would... have to pay a deductible until after an accident occurred. When [redacted] was renewing my policy she told me I would not have to pay a deductible in a non-fault accident to get repairs done after an accident. Once the accident occurred I was then told I would have to pay my deductible and of course I did but this should have been discussed when I was purchasing the policy. I was told multiple times after the accident I would get my deductible back then it was changed to I may get my deductible back. This company should be held accountable for the things they tell customers just to make a sell. This was not the first time I have been told this by [redacted] but this was the first time I had a non-fault accident. I unsure if I would have kept my policy knowing what I know now. Some companies stick by what they tell customers.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
Revdex.com, Inc
Broadway Suite
Oakland, CA XXXXX
Attn: *** ***
Complaint Case #: XXXXXXXX
Consumer: *** ***
Dear Ms***:
Thank you for taking the time to contact us
regarding *** ***'s complaint against AAA Northern California, Nevada, & Utah (AAA NCNU)We appreciate the opportunity to clarify our position
AAA NCNU does not offer a different rate premium for Members and non-MembersAt times, we *** run promotions for non-Members to join AAAWe also offer promotions for our current Members such as a $discount to sign up for automatic renewal
Last quarter, we ran a promotion for our non-Members to receive a free associate for one-year if they join AAAThis is not a promotion we are currently running
As a one-time courtesy, I have applied a $credit to Mr***'s Membership account to cover the cost of one associate on his Premier MembershipHe may also sign up for automatic renewal to receive an additional $discount
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** ***
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com

June 9, Revdex.com, Inc*** *** *** *** *** ** *** Complaint Case #: *** Consumer: *** *** Dear Revdex.com: We have responded directly with Mr***, via email, regarding his experience with AAAThe reimbursement check was expedited and
sent from our Headquarters in *** *** on June 2, In addition, we have offered Mr*** one-year complimentry AAA Premier Membership due to his experiences with AAAThis email was sent to Mr*** on June 8, 2017: *** ***> 4:PM (hours ago) *** Dear Mr***: I've been advised of your recent experiences with AAAMember feedback is vital to AAA to help improve our services and opperations. Please accept my sincere apologies for the past experiencesAlthough the motorcycle coverage was not covered on the Plus level of Membership, there were options of upgrading your level of Membership that our agent should have offeredIn addition, our manager should have been more sympathetic with your 43-year Membership account and also offered additional optionsThe manager also should have verified the address where your reimbursement check would be mailed to to avoid the check being sent to the incorrect addressCorrective coaching will be conducted with all individuals involved to ensure this is an isolated event. Your reimbursement check was expedited and should have arrived at your home by nowIt was shipped from *** ***, CA on Friday June 2nd. In addition, I would like to offer you a complimentary one year Premier level MembershipYou will receive your new Membership card (same card number as before) in the mail within 10-business daysThe Premier level of Membership covers your motorcycle and also one mile tow and three mile towsThere are many additional benefits to the Premier level Membership which are highlighted on our website at: ***. Mr***, once again, please accept my apologiesThank you for providing this feedback so we can make the necessary improvements to provide the best service for AAA MembersIf you have any additional questions or concerns please do not hesitate to contact me directly. Sincerely, *** *** Member Relations- Executive Office AAA Northern California, Nevada & Utah *** *** *** Thank you for giving us an opportunity to clarify our position Sincerely, *** *** Member Relations AAA Northern California, Nevada & Utah *** *** ***

Initial Business Response /* (1000, 9, 2015/07/06) */
July 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attention: *** ***
Re: Revdex.com File Number: XXXXXXXX
Complainant: *** ***
Our Claim Number: XXXX-XX-XXXX
Dear
Ms***:
We are in receipt and have reviewed Mr*** ***'s complaint to your departmentYour complaint assignment has been referred to me for response
As requested, here is our position
Mr*** reported a two-car accident to our claims department on May 18, Mr*** was driving his BMW 330IThe car sustained moderate-major damageMr*** was informed by our Claims Department his BMW did not have collision coverageHe would not be able to make a claim to us for repairs to the vehicle
Upon receipt of Mr***'s complaint to your office, we further investigated Mr***'s allegationsMr*** feels Anastasia Smart, one of our Service Representatives in our Service Center (phone calls to our phone number for service), did not properly handle changes he requested to his auto policy performed on January 5, We researched all service transactions on his auto policy dating back to November including the transaction with AAA Representative Smart
Unfortunately, our decision remains as given by our Claims Division
I left a voicemail message for Mr*** on Thursday, July to discuss
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
Corporate Office
CSAA Insurance Group, a AAA Insurer
Phone: (XXX) XXX XXXX

Complaint: ***I am rejecting this response because: It does not address the issue presented.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/06) */
August 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and
have reviewed *** ***'s complaint to your department submitted on July 22, Your complaint assignment has been referred to me for response
Our records do show that we removed the BMW from her policy effective back to 5/16/per her requestRecords reflect that the Toyota was added to her policy back on 1/21/The reason Ms***'s premium increased at her July renewal was due to the fact that at policy renewal she was showing two Driver Safety Points which resulted in the loss of her good driver discountIn addition, the Toyota is a more costly vehicle to insure and when Ms*** removed the BMW she lost the multi-vehicle discount which is approximately 20%Those factors combined resulted in an increase in premium at policy renewal even though she had one less car to insure
Ms*** has indicated that the points associated with the claims should not be charged to her as her relatives were responsible for each claim lossWe have investigated the matter and it was determined Ms***'s parents should have been listed at fault for the two claims that were reportedAs a result, we have removed the points back to 7/21/when we first started charging Ms*** these points
Ms***'s policy premium has been appropriately credited and a refund in the amount of $has been mailed to herIn additional her annual premium for the new policy term has been reduced as well
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 below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
8-12-
Sent via email from consumer:
*** ***
Hi ***,
Thanks for following upThe points still appear to be on the Lexis Nexis reportingI was trying to shop around other auto insurance companies*** the auto insurance companies looked into my record, they said the points were still thereI understand that the Lexis Nexis reporting takes some time to update, but I wanted to be sure that CSAA removed the points from my record before I close this case
Also, the latest policy statement I received from CSAA last week shows I have a prior term balance of $I asked my agent, *** ***, where this amount was coming from and I haven't heard backI also haven't received the $credit that is owed to me (the amount I paid to cover May 2015- July for the BMWI transferred ownership in May)
So there's a couple of outstanding issues here that need to be addressed before I can close the Revdex.com case
Final Business Response /* (4000, 20, 2015/10/19) */
October 19,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed ***'s rebuttal to your department submitted on October 7, regarding auto policy #CAASXXXXXXXXX
Our records indicate that Ms*** has also submitted the same complaint and concerns to the California Department of InsuranceAs a result, please be advised that we will be resolving all concerns related to 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,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 22, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in receipt of money that I paid for AAA membershipsI should only be paying for membership
I had an existing Plus membership with AAASomehow, AAA added another membership (Classic membership) to my account in February 2015, so I feel like I overpaid

Hello ***
Please find our attached response
Thanks