Carpet Plus

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding:Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] Drive
[redacted] CA XXXXX
Dear Ms....

[redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on June 12, 2015.
In review of Ms. [redacted]'s policy history we do not find any notes or requests from her which indicate the [redacted] should only have comprehensive coverage from XXXX-XXXX. Records reflect that we have mailed out eight policy declaration since 2008. Each policy declaration listed the coverage in place for the [redacted]. The policy declarations are mailed out at each policy renewal and after any policy change. A Renewal Offer letter is mailed out at each policy renewal as well. The Renewal Offer letter states the following:
"Please read the enclosed documents. If you have any questions, please call us at (XXX) XXX-XXXX, or visit your local AAA branch office for more information."
Ms. [redacted] states that her vehicle was registered inoperable with the California Department of Motor Vehicles and she provided us a Registration Information Request Customer Receipt Copy from the California Department of Motor Vehicles dated 4/28/15 as confirmation that her vehicle was listed inoperable. The TTC codes listed on this form for the [redacted] do not confirm that the vehicle was inoperable.
As a courtesy to Ms. [redacted], we have removed all coverages except Comprehensive from 11/28/13 to 10/2/14. This resulted in a $340 return premium which we have credited to Ms. [redacted] policy. Records reflect that Ms. [redacted] reported a claim on 10/5/14 with the [redacted] in which she was found principally-at-fault and we extended liability coverage to the claimant.
Based on the documents and notes we have for policy #CAASXXXXXXXXX we believe we have properly informed Ms. [redacted] of the coverage in place for the [redacted] and have fulfilled our obligation as required by the California Department of Insurance. In addition, it is our position, that the consumer has a responsibility to review their coverages and rates each year and to inquire if they have questions or corrections. No additional back date credits will be processed.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again AAA Representative [redacted] is taking the position I have already stated in my initial compliant that AAA feels I am solely responsible for not reviewing Declarations mailed out. She even goes on to stated that the Copy of Department of Motor Vehicle Registration Information request dated 4/28/15 as confirmation that the vehicle was inoperable. The form was submitted from DMV because I was told by the Vacaville AAA manager to go and obtain this copy in order for my concern to be looked into because their local services could not give me or pull up which seemed strange to me when they have DMV services they provided. I had to take time off work to go to DMV twice to get this record. I also admitted that I did not review the Declaration because AAA had never failed me until this issue and I had no reason to assume they would steal from me or incorrectly code my policy. I don't know why [redacted] felt the need to mention a claim that occurred 10/5/14 that has nothing to do with this issue. I have paid my insurance and their records can show that I don't have a history of at fault claims. [redacted] doesn't even know the details of this accident. My brakes malfunctioned and I did the right thing by reporting the accident. I have years of no accidents on my record but she felt the need to throw it out there but again it has nothing to do with my complaint that's what I pay insurance for in case of an accident. AAA doesn't want to take responsibility for their mistake and it's sad because if it happened to me I know they are stealing from other customers. It is apparent that I am not valued as a long standing good customer and [redacted] at AAA. AAA didn't do what they should have done to correct this issue and attempt to make a very unsatisfied customer partly whole. Their representative failed to take the time to address the main issue who was at fault at AAA that didn't change my policy for a non op and threw total fault on me. I paid month after month and year after year. If they AAA doesn't value you me as a customer I will take my business elsewhere and a lot of other members along with me. Thanks [redacted] for not addressing the main issue and just sitting at your desk reading notes in my file that may or may not have been properly entered correctly by your agents to support AAA's position for stealing from a customer. Have a blessed day.
Final Business Response /* (4000, 9, 2015/07/01) */
July 1, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department website submitted on June 25, 2015.
A detailed investigation was conducted with regards to Ms. [redacted]'s concerns. As previously stated, based on the documentation that we have mailed to Ms. [redacted] each year and the policy records, it is our position that we sufficiently informed her of the coverages in place for her vehicles. At this time we feel that we have adequately addressed this issue.
If Ms. [redacted] believes this matter 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, 300 South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX

Dear [redacted]
Please find our response attached.
Thanks

[redacted] has been in touch with me and said a claim check for $1605 will be paid out to us. To date, I have not yet received payment. However, provided check is forth-coming, this is an acceptable resolution. Thank you - [redacted]

February 8, 2017
 
Revdex.com, Inc.
[redacted]
 
Re:       Complainant:      ...

                  L[redacted]
            Revdex.com File Number:                 [redacted]
           
Dear Mr. Sandoval:
 
We are in receipt and have reviewed L[redacted]’s complaint to your department submitted on February 2, 2017. 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 $40 will be mailed out to Ms. [redacted] in the next 10 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 6/1/16.
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 term. The interactions are actuarially determined and automatically preprogrammed in the systems. The 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]

September 19, 2017
 
 
Revdex.com, Inc.
[redacted]
 
Attn: Mr. [redacted]
Complaint Case #: [redacted] [redacted]
 
Dear Mr.[redacted]:
 
Thank you for taking the time to contact us regarding Ms. [redacted]...

[redacted] complaint against AAA Northern California, Nevada and Utah.
 
I have been informed by our billing group that check number [redacted] in the amount of$90.00 is being mailed to Ms. Peddy. We apologize for the delay.
 
Should you have any questions or require any additional information please feel free to contact me.
 
Sincerely,
 
 
[redacted]
Member Relations – Executive Office
AAA Northern California, Nevada & Utah
([redacted].

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 me. Sincerely, [redacted]

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 me for the renters insurance. I still think a $700 increase for renewal, with no tickets no accidents or claims is ridiculous! I am unsatisfied with result for auto insurance. I suppose that is even more reason for them to lose a long time customer. Sincerely, L[redacted]

Complaint: [redacted]I am rejecting this response because: I still have not received my [redacted] card. so as of right now I have no proof of the membership I paid for a year ago!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/04) */
September 4, 2015


Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX

Attn: [redacted]

Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX

Dear Ms. [redacted]:

We are...

in receipt and have reviewed [redacted]'s complaint to your department submitted on September 2, 2015 regarding his auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.

Our records indicate that Mr. [redacted] also submitted the same complaint to the Oklahoma Department of Insurance for this same matter. As a result, please be advised that we [redacted] be resolving this issue through the Oklahoma 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 /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed CSAA's response to the Revdex.com, Inc. and the Oklahoma Insurance Department. I do not accept their response for the following reasons: They have performed some type of interpretation of the Oklahoma Vehicle and Registration Act that is not proper in my opinion.
I agree that the cost of repairing my vehicle exceeds 60% of the fair market value of the vehicle. However, this repair cost is not needed to make the vehicle safe to drive on Oklahoma Highways.
They say in their response to the Oklahoma Insurance Department that Oklahoma requires a salvage title based on the settlement breakdown that was given to me. This statement is not true.
Let once again give you what the Oklahoma Law says about a Salvaged Vehicle.
OK State Title 47 section 1111 "Salvaged vehicle means any vehicle that is within the last 10 model years and which has been damaged by collision or other occurrence to the extent that the cost of repairing the vehicle FOR SAFE OPERATION ON THE HIGHWAY exceeds 60 Percent of its fair market value." My car needs 0.00 repairs to operated safely on the highway therefor I do not meet the definition of a salvaged vehicle. The law was intended to keep cars that were indeed unsafe from being on the highway. Again my vehicle had no safety defects after the collision. I have provided copies of 3 inspection reports from qualified repair shops to them that substantiate the safe driving condition of my vehicle and I obtained certified mail receipts for those documents.
I [redacted] just like for the Oklahoma Insurance Department to provide me some guidance on this issue. I am not performing any type of interpretation of the Oklahoma Law. I am taking the law for exactly what it says. I have a great amount of respect for the law. If the Oklahoma Insurance Department informs me that the interpretation of the Oklahoma Law that is being performed by CSAA Insurance is proper then I [redacted] consider resolving this issue.
Final Business Response /* (4000, 9, 2015/09/24) */
September 24, 2015


Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX

Attn: [redacted]

Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX

Dear Ms. [redacted]:

We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on September 17, 2015 regarding his auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.

As stated in our previous response, Mr. [redacted] also submitted the same complaint to the Oklahoma Department of Insurance for this same matter and it is being reviewed. As a result, please be advised that we [redacted] be resolving this issue through the Oklahoma Department of Insurance and consider the complaint with the Revdex.com 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

Complaint: [redacted]I am rejecting this response because: The response provided by "AAA" stating, that the damage to the Wheel/Rim came from my vehicle being driven and rubbing against curbs is totally incorrect and not the case. The damage was witnessed and visually observed by me as the driver utilized his crow-bar to pry his equipment/Go-Cart from underneath the Wheel/Rim. I verbally advised the driver that he was damaging my wheel/rim and to only get a response from him stating, "I know I'm damaging the Rim but I have to get this Go-Cart from underneath the wheel." Also "[redacted]" original letter/email dated "May 24, 2016" offered ($200.00) for small surface scratches for the drive-way only. According to the way his letter was written, it appears that [redacted] was giving me an ultimatum to either take and accept the ($200.00) or else he would otherwise decline any additional reimbursement for the alleged wheel damage. Keep in mind the damage to the Wheel/Rim was never discussed other than with the inspector who stated he was going to submit his report requesting that the Wheel/Rim be repaired. Also note that after extensive research on my part, I later found out that no company in Northern California repairs chrome Rims and it's only done in Southern California. Therefore it appears that "AAA" is willing to make up any excuse to deny or accept responsibility for there negligence. At this time we can negotiate the matter and I am willing to accept the ($200.00) for what [redacted] considers as "small surface scratches" along with "4-New Wheels/Rims" for my 2002 Mercedes Benz that AAA & Roadrunner Towing Service is responsible for damaging.Sincerely,[redacted]

Dear [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 me. Sincerely, [redacted]

Date Sent: 2/2/2017 12:00:00 AM
We have been in contact with Mr. [redacted] and his contractor. AAA continues to work closely with our insured to address all of his concerns regarding receipts for work completed. 
 
AAA wants nothing more than to settle this claim accurately and fairly.
 
Sincerely,
 
[redacted]
Policyholder Relations
[redacted]
[redacted]

I have been informed by our membership group that his membership has been canceled and we will be refunding him $63.00 via check.
He should receive the check within 10 to 15 business days.
 
[redacted]
Member Relations
[redacted]

Initial Business Response /* (1000, 10, 2015/09/16) */
September 16, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]:
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, 2015 regarding her tow services on August 28, 2015. [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 $193.00 for her recent payment for Premier Membership dues. She will receive the refund within 10 business days.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
[redacted]
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]

Complaint: [redacted] I am rejecting this response because: I am not satisfied with the repairs nor the conditions in which I received my vehicle.  I am including pictures of damages caused while the vehicle was on the possession of AAA.  Here as follows: Electrical damage to the stereo Steering wheel buttons were damaged There is a suspicious noise coming from the dash Center console is not functioning properly Rear bumper does not align properly ect.. AAA continues to ignore my calls and continues not to take time to look into this issue.  I have called and left messages to my agent at AAA and as of today, I have not received a response.   Sincerely, [redacted]

August 10, 2017 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,...

2017. Your complaint assignment has been referred to me for response.
Our records show that we received Mr. [redacted]’s request for personal information on 7/27/17 and that we processed and mailed out that information to him on 7/27/17 as well to his address of [redacted], Westport, CT [redacted].
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 experienced. Since Mr. [redacted] has not yet received this information we are sending it out to Mr. [redacted] again. He should receive it in the next 10 business days. Thank you for the opportunity to address the insureds inquiry. Sincerely, [redacted] Service Consultant Policyholder Relations CSAA Insurance Group Phone Number: [redacted]

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 me. Sincerely, [redacted]

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