Carpet Plus

08/01/
Revdex.com, Inc
*** *** *** *** *** ** ***
Attn: *** ***
Re: Complainant: ***
***
Claim Number: ***
Revdex.com File Number: ***
Dear Mr***
We are in receipt of your office’s inquiryWe have reviewed *** ***’s complaint to your department which was submitted on July 28, I have provided the information you requested below.
The policy that *** *** has purchased with CSAA IG does not specifically provide for Original Equipment Manufacture parts. *** ***’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 *** *** purchased an Original Equipment Manufacture parts endorsement on the vehicle, for the date of the lossSince *** *** 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 *** *** wishes to have his windshield replaced with OEM parts, the member may do so. However *** *** 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 *** *** 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,
*** ***
Claims Supervisor
CSAA Insurance Group
*** *** ***

Complaint: ***
I am rejecting this response because: We are very dissatisfied with how our case has been handled since November We are surprised after over years of loyal patronage (auto and home insurance) with CSAA that we would
be treated so poorly CSAA needs to respond to Revdex.com since they are a member in addition to California department of insuranceWe want to inform CSAA members and possible future clients how they will be treated.
Sincerely,
*** ***

08/08/Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** *** *** Claim Number: *** Revdex.com File Number: *** Dear Mr***
We are in receipt and have reviewed Mr*** *** *** rebuttal to your department website submitted on August 3,
We show that on 07/14/*** *** *** *** was provided with the AAA Members Car Policy (California) Amendatory Endorsement advising of the option for the Original Equipment EndorsementFurthermore we show that *** *** *** *** was provided with his auto policy book that specifies the following:
“Our limit of liability for loss shall not exceed…”
(b) the amount necessary to repair or replace the property with similar kind and quality;
Again, we are unable to approve Mr*** *** *** request for Original Equipment Manufacture partsHowever, *** *** *** *** may still elect to have the Original Equipment Manufacture parts installed on his vehicle, he would simply be responsible for any costs exceeding what is covered under the elected auto policy
Should you have any questions or require any additional information please contact me at the number belowSincerely, *** *** Claims Supervisor CSAA Insurance Group *** *** ***

Dear ***,Attached please find our response.Thanks

Re: Complainant: *** ***Claim Number: *** Revdex.com File Number: *** Dear Mr***: AAA has been in the process of investigating Mr***s claim of vandalism. Unfortunately, the investigation can take many weeks to complete. AAA has asked for a re-inspection of the property related to this claim, as our initial estimate of repairs was rejected by our insured. Payment will be released for the undisputed amount of repairs tomorrow. We will continue to work closely with our insured to address all of his concerns regarding receipts for work completed and any other outstanding concerns that he might have. Mr*** has presented receipts that were outside of the original scope of loss. All new claim of damage must be investigated and substantiated before a final scope and estimate can be finalized
AAA wants nothing more than to settle this claim accurately and fairly
Should Mr*** have additional questions regarding this matter he may contact *** *** directly at *** *** *** Sincerely, *** *** Service Consultant CSAA Insurance Group Policyholder Relations

Complaint: ***I am rejecting this response because the response from the insurance company did not address two issues I raised in my complaintsFor issue #1, the insurance company's response reversed the time sequence of the approval of the first claim and the occurrence of the second damageAfter the time sequence of the two events are corrected, it is clear that the complaint I made is legitimate, i.ethe mishandling of the first claim resulted in second damageHence, the insurance should be responsible for the second damageFor issue # 2, the insurance company's response did not state the fact, that is, the repair estimate and "actual cash value" estimate had been submitted to the insurance company for approvalI am waiting for the approval from the insurance company of the submitted estimateBut the insurance company repetitively ignored my email requests and inquiries
To make everything clear, I compiled a sequence of event for the two Ice Dam related damage claims in the attached filePlease review to see the legitimacy of my requests
Thank you.Sincerely,*** **

April 26, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** Claim Number: *** Revdex.com File Number: *** Dear Mr***: We are in receipt and have reviewed *** ***’s complaint to your department submitted on
April 22, Your complaint assignment has been referred to me for responseI have reviewed the complaint filed by Ms*** along with all the information we have in our claim fileThis loss occurred on March 21, and Ms*** Honda Civic LX was driven to *** Auto Body on March 24, The damages to Ms*** vehicle were estimated to be $5228.70, without benefit of disassembly for a more complete estimate of damagesThe estimate of damages submitted by *** is accurate in scope as per the photographs submitted with the estimateMs*** vehicle is valued at + tax or a net total of $The damages to Ms*** vehicle represent 78.2% of the value prior to any disassemblyThere would undoubtedly be additional damages found if Ms*** vehicle was to be disassembledMaryland state law mandates that vehicles be totaled when total damages exceed 75% of value, and CSAA has complied with that lawMs*** did drive her vehicle to a second repair shop, Top auto inc in ***Top Auto’s estimate of damages matches *** estimate in scope exactlyThe estimates are identical in scope including body labor hours, paint labor hours, mechanical labor hours and manual estimator notesTop auto’s estimate totals or 67.0% of valueTop auto’s estimate was also written without benefit of Ms*** vehicle being disassembled and would undoubtedly be higher if Ms*** car was to be repairedMaryland regulations require that when the repairs exceed 75% of value, at any point in the repair process, the vehicle becomes a total lossMs*** vehicle was declared a total loss after a thorough review of the estimate and photos in an effort to fairly and efficiently settle Ms*** claimIn reviewing this file, I believe that CSAA IE is in full compliance with all state regulationsCopies of estimates are attachedShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, *** *** Claims Supervisor Regional Claims Center CSAA Insurance Group ***

Complaint: ***I am rejecting this response because: I left a voicemail message for Lakshmi but she did not call me back*** stated to me my line does not qualifyAlthough it did accept the number when I made the initial registrationIf CSAA/AAA can waive the fee I've paid and cancel my membership I would appreciate it.Sincerely,*** ***

Dear Mr***
Please see the attached rebuttal response
Thanks

June 12, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant:
*** *** *** *** *** *** Dear Mr***: We are in receipt and have reviewed *** *** complaint to your department submitted on June 5, Your complaint assignment has been referred to me for response. We strive to deliver a top-tier customer experience that is simple, proactive and personal. Please allow us to apologize for the difficulty Mr*** may have experienced. We would like to confirm that the New York Department of Motor Vehicles has been properly informed that Mr*** had an active auto policy with us from 10/10/to 11/17/and any suspension he may have experienced by the DMV should now be liftedMr*** had expressed the need for a rental vehicle for a weekend. Due to the circumstances we originally offered that we would refund him the expense of a rental vehicle up to $if he submitted proof of the rental. We understand that Mr*** faced challenges in renting a vehicle and while we are sorry to hear this, we are unable to rent a vehicle for him as he has requestedDue to the circumstances a decision has been made to process a good will gesture of $for the rental vehicle without proof of receipts. Mr*** should receive the good will gesture check in the next business daysWe regret the negative experiences Mr*** may have had. Please accept our sincere apologies for any frustration he may have experiencedThank you for the opportunity to address the insureds inquiry. Sincerely, *** *** Service Consultant Policyholder Relations CSAA Insurance Group Phone Number: ***

Initial Business Response /* (1000, 5, 2016/01/20) */
January 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
The experience Mr*** described is certainly not the type of experience we want for our MembersHer check was sent to her insurance account instead of the Membership accounts she was trying to pay forSince out of the Membership accounts have lapsed, we created new Membership accounts
*** *** was notified via email of the new account numbers and provided temporary Membership cards of the accountsIn addition, we have also submitted a full refund request in the amount of $She will receive the refund check within the next business days
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** ***
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com

Please find our response attached

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

Complaint: ***I am rejecting this response because:
Most Recent Message
Date Sent: 4/9/2:25:PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and agree to the extra amount of time to resolve this to my satisfaction. Sincerely, *** ***Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/10) */
Our records indicate that on June 23, 2015, you received a quote from Ms*** whereupon after agreeing to the quotations, you made a down payment of $to establish the policy with an effective date of June 24, Unfortunately,
after the policy was bound, you experienced a delay in receiving your policy documentsYou attempted to contact us several times inquiring about your automobile policy and your calls were not returned in a timely mannerPlease allow us to assure you that these delays do not meet our corporate standards as we strive to provide our members and insureds with products and service of the highest possible quality at all timesMr***, Business Development Manager, advised that on July 14, 2015, he and Mr***, Insurance Business Manager, attempted to contact you to address your concerns and to respond to your initial letter but were unsuccessfulAs of today, August 7, 2015, since neither has received your returned phone call, it was to their understanding that your concern had been resolvedSince you decided to remain with your current insurance provider, we have cancelled your policy back to the date of inception, June 24, 2015, resulting in the full refund amount of $being issued on July 23, and per our records, the refund check (#XXXXXXX) was cashed on July 30, Nevertheless, we appreciate you bringing this issue to our attention as it allows us to review our internal processes and improve overall *** serviceShould you have any questions, please contact Mr***, Insurance Business Manager, in our Direct Sales organization directly at X-XXX-XXX-XXXX extXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
X-XXXX
Sent via email:
*** ***
It has been settled with AAA auto insuranceThank you
I can do all things through *** who strengthens me Phil.4:
Dr *** *** PhD
RNP,MSN,MBA

August 28, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** Revdex.com File Number: *** Dear Mr***: We are in receipt and have reviewed *** ***’s rebuttal to your departmentWe have no record of why there may have been a delay in responding to Mr***’s original request for personal information but would like to offer our apologies for the delay and for any frustration he may have experienced as a resultAs originally indicated we did process and mail out the personal information to Mr*** on 7/27/We also resent this information to Mr*** on 8/15/We are sorry if we fell short of Mr***’s expectations in this scenario and we do appreciate his feedbackRest assured his concerns will be reviewed with the appropriate individuals and his feedback will be used to drive improved member experiencesThank you for the opportunity to address the insureds inquirySincerely, *** *** Service Consultant Policyholder Relations CSAA Insurance Group

Hello ***
Please find the attached response
Thanks

Initial Business Response /* (1000, 10, 2015/06/25) */
June 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 June 17, Your complaint assignment has been referred to me for response
We our sorry Mr*** feels we caused unnecessary delaysHowever as part of our claims investigation we were required to obtain a copy of the police reportWe informed Mr*** of this on several occasionsOn 6/24/we obtained a copy of the police report and have now accepted liabilityClaims adjuster *** *** reached out to Mr*** today to advise him
If Mr*** has any additional questions regarding this claim he should reach out to claims adjuster *** *** at X-XXX-XXX-XXXX extXXXXXXX
Thank you for giving us the opportunity to address the consumer's concerns
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX

Complaint: ***I am rejecting this response because:
From the online complaints on matters similar to mine, I know AAA consumers are unsatisfied with aaa and the customer serviceWe are charged our premiums monthly but when it comes to a claim or issue, we are waived off with the explanation that we do not deserve quality parts based on a technicalityPersonally, I was not informed by my AAA agent that there was an OEM endorsement available for purchaseHad I been properly informed by the poorly trained staff at AAA I would not have to go through this entire process of being denied my claim in front of the Revdex.comI am not impressed and will be escalating this as far as possible, with the California department of Insurance and any board member of CSAAThank you Miss *** ***, I will be sure to keep your name in mind as I continue to fight for my case
best,
*** ***

Hi , I just heard from AAA regarding my complaintAgain they said they did nothing wrong in not ever coming to get me in the cold and snowThey said the tow company said the road was to bad and they don’t go off payment unless I want to pay cash.
So that was it they were going to leave me there.
If they came when they scheduled the road was not that badhours of snow from the time they were to come.
This is not right , they left me stranded.
I got nearly messages of horror stories on Facebook of the rotten coverage of AAA.
You just don’t leave someone stranded in the snow without a phone.
This is not expectable and I want something to changeMy insurance want their money reimbursed for my treatment for my broken ankle.
The whole idea of purchasing their product is to be covered if something like this happens
I would like to know what needs to happen next because I am not okay with their response.
They should of called the highway patrol to come get usYou just don’t leave someone to die.
Thanks,
*** *** ***