Carpet Plus

Complaint: ***I am rejecting this response because:
Feb (this month) is officially the 6th month from initiation of this incident and I do not have the finalized proposal yet so I can not say if the issue is still resolved or notI do not need to explain any further, reviewers can just read the email trail and time it has taken and decide on their own
I also just hope this nightmare ends soon, it has been months of going back and forth, dealing with multiple contractors, estimates, inspections, emails, adjusters and
Not sure why the AAA Rep that responds to Revdex.com messages can not give us a due date? Is he following up internally before he responds or just responds with generic statements which does no one any good?
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Although negotiation may be pending, no real progress has been realized, and exacerbated by erroneous CAAA statements, to date we have a negative outcome
January CAAA response contains several variances from the truth, so raises concern
whether company can engage in honest dialog for a proper solutionIn any event, it behooves CAAA to refrain from further allegations the information provided in this report is less than bona fide and true, and previous allegations will be further considered
Addressing those issues:
1) "During this process we kept *** *** up to dateon September 30th, October 6th, October 12th."
Only after twice requesting information be sent in a more timely manner in phone calls Septand Sept25*, did CAAA “keep us up to date.”
*Noteworthy is Septmarked one month since the accident lossFully twelve days delay was from error by CAAA claims department and later, five days delay from error by Total Loss Dept
2) "...and again a request to pick up the vehicleWe have attempted follow up with him twice more with no response."
Communication in fact continued with CAAA's designated salvage operator, the initial contact advised the CSR there was necessity to postpone pickup of the carIn subsequent conversations CSR was advised 1) CAAA was not responding to requests to provide the valuation report, 2) CAAA had not provided an accurate valuation, 3) CAAA was not responding to exceptions in the valuation reportAt each contact, the CSR remained quite helpful, as she reported discussing those issues with CAAA
3) "There has never been any mention that he was disputing the value of his vehicle or that the valuation was incorrect due to missing options."
Both statements are unequivocally false
1) September 21: During phone call to CAAA Total Loss Dept., CSR was advised the Premium Rustproofing and Keyless Entry options had yet to be included in reportsCSR replied he would make note of the rustproofing option, but advised keyless entry was standard equipmentThis was confusedWe had paid extra for a keyless-entry optionOnly later was it realized the paid upgrade should have been designated Remote Start SystemHowever, the CSR was made very aware of this paid option as well as the premium rustproofing
2) [date unrecorded]: InPart Salvage CoCSR was advised there were issues with the valuationShortly later she confirmed she reported this issue to CAAA
3) November 28: After analysis of valuation report, a detailed statement itemizing exceptions to the valuation report was emailed to Total Loss DeptAn ISP assessment is the email was received by CAAA
Having addressed CAAA discrepancies challenging credibility of the complaint content, it is hoped this Revdex.com action will remain open and the main issue can proceed toward swift satisfactory conclusion.Sincerely,*** ***

Complaint: ***
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
1. According to your representative Mr*** 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?
2. 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 here. Sincerely,*** ***

Dear Sir/Madam,
As you mentioned I have made my payment by 12/28/and it was just days after you have cancelled my policy and I still was unaware anyway and the argument of making no further effort to notifying me properly still holds very well.
Based on my conversation with your representative Mr*** ***, when outstanding balance is paid within days of cancellation you should have reinstated my policyThis is while despite receiving your payment just days after the cancellation you did not reinstate my policy nor contacted me about the issueThe Biggest question is how would you fail abiding with your own policy and blame your customer for it let alone having a faulty policy as I elaborate belowThis is the stem of the issue and it is absolutely your responsibility
I believe that you have not yet understood that apart for very legitimate mistake caused by you, your policy and procedure lacks recognizing your customers at personal level and you simply limit your efforts in such critical situation to sending letters that simply can be lost altogetherYou also fail to notice that I have made my payment shortly after the cancellation, not because I received any notice but when I simply logged into my account accidentally and noticed the past due balanceIt is very important why won't this raise a flag for you that your long time customer should have not meant to letting their policy being cancelled and something should have gone wrong
Considering all of the above I still hear that you are defending your procedure and policies that are so unfair and dangerous to your customers and as your representative Mr*** mentioned you have millions of customers and you CAN NOT inform each one by phoneThis is the point to consider rather than convincing me to defend your faulty procedures and systemYou simply failed to consider me as a person who's life is being jeopardized by your actions and that is exactly what we DO NOT EXPECT from an insurance company that we trustIf you don't know insurance is not just another thing imposed by government to comply with but a service that we rely on to save my life when things go wrong. Let me reiterate that you may not care as much cause less customer may not matter when you have millions but when this stories are being heard over and over the disappearance of those millions of customers is not far fetchedI really recommend to be considerate when you are preparing your response to me since I am tired of hearing excuses over and over again to shut me down.
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***
To: Revdex.com,
First of all my letter requesting my personal information was sent on May 18, I will forward that letter to the Revdex.comIt took CSAA insurance Group over months to respond to my letterCSAA wrote that they received my letter on 7/27/What took so long to get it? Then you sent me information that I already have which is the declarations page informationI do not need that because I already have itYou told me on your personal information privacy notice letter to write to you at* *** *** *** ** *** for my personal informationWhy didn't you simply tell me to contact LexisNexis directly to obtain a copy of my claims related information instead of wasting over months of my time without one single response from you until 7/27/17?
You misrepresented your personal information privacy notice letter and wasted my timeI resent thatChange the way you write your letters and get to the point and stop wasting my and other policyholder's time with vague and unclear lettersI have no patience for an insurance company that charges very high premiums to their customersI want to be sure that Revdex.com posts this on their website for everyone to see
I am rejecting this response because:
Sincerely,*** ***

March 3,
Revdex.com, Inc
*** *** *** ***
Oakland, CA ***
Complaint Case #: ***
Consumer: *** ***
Revdex.com:
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
As requested, we reopened Ms***’s damage complaint and a new damage specialist, *** ***, evaluated the past case investigation and conducted a new investigation with the documents and statements provided by Ms***
Mr*** provided the following findings, in email format, to Ms***:
“Thank you for your patience while we completed the reopened investigation on your claim of Tire Rim and Driveway damage on your Mercedes Sfor the service event on February 23, at Fort Ord Court in Suisun City California from Roadrunner Tow
After careful review of the documents, statements, photos of your Tire Rim (received from you and Roadrunner Tow) and Driveway (I reviewed/inspected driveway on Thursday March 2, 2017) we concur with the investigation conclusion from *** *** as noted in his email sent to you dated Tuesday May 24, 2016. The driveway has scuff marks that appears to be cosmetic with no indication of any compromise or integrity to the cementThe tire rims indicate pre-existing damage caused by hitting, impact, and/or rubbing against a curb or similar objectsThe offer of a $goodwill gesture is a fair resolution based on our investigationWe will consider our investigation closed
Sincerely,
*** ***”
Unfortunately, based on our 1st and 2nd investigation, we cannot hold Roadrunner responsible for this damage
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
Member Relations
AAA Northern California, Nevada, & Utah
(510) 596-
***

Revdex.com, IncBroadway, Suite Oakland, CA Attn: *** *** Re:Complainant: *** *** *** *** *** *** *** *** *** Dear Mr***: We are in receipt of and have reviewed *** *** complaint to your departmentOur
Claims Supervisor, *** ***, has been in contact with Mr*** and is actively working to resolve his concernsShould Mr*** have additional questions regarding this matter he may contact *** *** directly at *** *** *** Sincerely, *** *** Service Consultant CSAA Insurance Group Policyholder Relations

Initial Business Response /* (1000, 5, 2015/09/25) */
September 25,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on September 16, Your complaint assignment has been referred to me for response
As requested, here is our positionOur initial liability investigation lead us to believe that our insured was only responsible for causing the rear damage to the complainant's vehicleOur insured, Antonio *** advised the officer who took the report that he felt that the other vehicles in front of him had been involved in an accident prior to him approachingHe was unable to stop in time and impacted the vehicle in front of himMr*** provided the same statement to CSAAThe front end damage to the complainant's Honda Del Sol is significant whereas the rear damage is minor and does not appear to be significant enough to cause a chain reactionAs a result of this, we felt that our insured was only responsible for the rear damage caused to the complainant's vehicle
After obtaining statements from all of the drivers involved, we understand that there was only one impact felt by the drivers in front of our insured's vehicleWe have reconsidered our liability decision and will accept full responsibility for the lossWe will contact the complainant and the other drivers to coordinate repairs
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AAA accepted full liability and paid for our damages

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
In my opinion CSAA wrote vague letters that wasted my timeThey should have saved my time by referring me to Lexis Nexis in their original letterThey do not waste time in sending me their overpriced bill though
*** ***

Please find our response attached. Thank you

Dear ***
Please find our attached response
Thanks

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

Date February 7, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** Policy Number: *** Revdex.com File Number: *** Dear Mr.*** We are in receipt and have reviewed *** *** complaint to your department
submitted on 2/1/Your complaint assignment has been referred to me for responseMr*** 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*** 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, *** ** *** Policy Holder Relations CSAA Insurance Group Phone Number: (*** ***

Initial Business Response /* (1000, 5, 2015/12/09) */
December 9,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed *** ***'s complaint to your department submitted on November 25, Your complaint assignment has been referred to me for response
As requested, here is our position
Ms***'s policy was incepted September 20, At the time the policy was written, Mr*** *** was excluded from the policy with the exclusion endorsement signed by Ms*** The endorsement clearly dictates that no policy coverage would apply should Mr*** be operating a motor vehicle
Mr*** was operating a rental vehicle on November 9, when he struck another vehicleThe loss was reported to our claims center by the other party on November 9, at approximately 4:00pmWe immediately called Ms*** and left a messageMr*** returned our call at 7:00pm on November We explained that there was a coverage question
Ms*** contacted our policy service department on November 10, and spoke to three different representativesWhile it is true that Ms*** was given incorrect information once, two other representatives clearly explained that Mr*** is not covered while driving a vehicleFurther, the loss in question had already occurred prior to Ms*** receiving the incorrect informationTherefore, it cannot reasonably be concluded that Ms*** relied upon the incorrect information to her detriment
Mr*** was specifically excluded from our policy at the time of the loss as outlined in our exclusion endorsementUnfortunately, because he was operating the vehicle at the time of the accident, we must deny coverage for the loss
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given incorrect information TWICEJust because I did not record the conversation does not mean it did not happenI also didn't record the other two conversations and you are still using those against meSo if we only use the REAL evidence the REAL evidence shows I was given WRONG informationWhen I called and asked if my Husband is covered and you answer YES that means he is coveredYou cannot give members wrong information and then when they get in an accident give them wrong information AGAIN and then hold them liableThis case is NOT closed
Final Business Response /* (4000, 9, 2015/12/22) */
December 22,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed *** ***'s rebuttal to your department submitted on December 14, Your complaint assignment has been referred to me for response
As stated previously the loss had occurred prior to the misinformation being conveyed to Ms***In addition, our representatives did correct her and advise her correctly after the misstatement
At this time coverage is denied as Ms***'s husband was excluded from the policy at the time the loss occurred
Please be advised that we reserve the right to raise any additional legal or factual bases supporting our decision to the extent permitted by lawIf Ms*** believes this claim has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX
Thank you for providing us the opportunity to review the consumer's concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX extXXXXXXX
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the day before my Husband rented a vehicle and was provided WRONG information by your companyNo one should have to call And finally get correct information the third time the question is askedIt is your responsibility as my insurance company to provide correct information the first, second AND third time and every time after thatNever should your company be giving informationinformation can cost people their lives and everything they ownI'll be visiting California Department of Insurance

Final Consumer Response /* (2000, 11, 2016/01/14) */
AAA contacted me with the following message:
"Thank you for contacting AAAYour expiration date has been updated to *** as a courtesy so you will have months of coverage."
I am pleased to be getting months of coverage since I
did pay for months of coverageI am awaiting my new cards which should reflect the January date
For now, this has been settledShould the cards arrive with the incorrect date, I will reopen this case
Thank you for your assistance
*** E***

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*** *** aware that I am working her case and will advise as soon as I have the answers
*** ***
Member Relations
*** ***
***

Initial Business Response /* (1000, 5, 2015/11/16) */
November 16,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on November 2, Your complaint assignment has been referred to me for response
As requested, here is our position: It was Allstate that placed our insured *** *** in collections without notifying CSAAAllstate had been placed on notice on June 25, that we had denied their claimThe file later came to the subrogation department and a demand was sent to Allstate on August 20, Allstate still placed CSAA insured *** *** in collections and did not correct the issue
CSAA has since contacted CCS Collections on November 12, and verbally spoke to a representative *** *** and advised them that our insured *** *** did have valid insurance on the date of the loss and CSAA has requested that CCS Collections send a letter to Mr*** to confirm they will no longer pursue himAdditionally CSAA has contacted *** *** and advised Mr*** of the information and provided contact information at CSAA if any further attempts are made by the collection agency
This file is currently set to have intercompany arbitration completed by November 20,
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX x XXXXXXX

Hello ***:Please find our response attached.Thanks

March 17, Revdex.com, Inc*** *** *** ***Oakland, ** ***Attn: *** ***Re: Complainant: *** *** ***Revdex.com File Number: ***Dear Mr***:We are in receipt and have reviewed *** *** ***'s complaint to your department submitted on March 14,
Your complaint assignment has been referred to me for responseOur records reflect that Ms*** *** had both a renter's policy with us and an auto policyFollowing please find the status for each policy:Home Policy #***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*** *** 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***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 *** ***'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 *** *** 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 *** *** showing two Driver Safety Record (DSR) points and the loss of the good driver discount due to the additional pointThe additional point for *** *** 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*** *** 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*** *** 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,*** ***Policyholder Relations SpecialistCSAA Insurance GroupPhone Number: 1-855***

Complaint: ***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 *** *** 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 service. Sincerely,*** *** ***