Initial Business Response / [redacted] (1000, 8, 2014/11/14) */ November 14, Revdex.com, Inc Attention: [redacted] [redacted] CA XXXXX Regarding:Revdex.com Case #: XXXXXXXX CSAA Auto Policy #: OHSS-XXXXXXXXX Consumer: [redacted] *** [redacted] OH XXXXX-XXXX Dear Ms***: We are in receipt and have reviewed [redacted] **'s complaint to your department website submitted on October 29, In researching Mr**'s concerns regarding his automobile policy #OHSS-XXXXXXXXX we found that for the 11/9/14-5/9/policy term our system erroneously rated for an accident that was previously waivedThe policy had previously received a benefit for years of accident free drivingWhen the system mistakenly rated for the accident, that benefit was removedAs a result we have now re-applied the accident surcharge waiver and the new premium for the 11/9/14-5/9/policy term reflects thisWe would like to thank Mr [redacted] for bringing this to our attention In regards to the Consumer Information Notice Mr [redacted] received, we ask that he please disregardWe would like to confirm that we have reviewed the details of his policy and that his Insurance Score did not change and thus impact his policy premium We would like to apologize for any confusion or frustration Mr [redacted] may have experiencedThank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] CSAA Insurance Group Policyholder Relations Analyst Phone Number: XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 11/25/ I thank Revdex.com and AAA for addressing my complaints My complaints had parts, while AAA addressed the first part, it did not address the second part, cited below: [redacted] A second complaint: My Novrenewal notice showed a rate increase of over $and it said that the rate increase was Due To "driving record"I requested "driving record" which had a recent NAF item; and I questioned AAA customer serviceThe representative then replied that the rate increase was Not due to "driving record", but due to general rate inflationPlease observe the contradiction there! [redacted] I think the rate increase of about $in the Novbill was probably due to incorrect rating as well (same as what happened for Novbill)I wish AAA can look into this as well Also, please provide me a copy of my insurance score used for rating, if applicable Final Business Response / [redacted] (4000, 12, 2014/12/03) */ December 3, Revdex.com, Inc Attention: [redacted] CA XXXXX Regarding: Revdex.com Case #: XXXXXXXX CSAA Auto Policy #: OHSS-XXXXXXXXX Consumer: [redacted] #D Fairborn, OH XXXXX-XXXX Dear Ms***: We are in receipt and have reviewed [redacted] **'s rebuttal to your department website submitted on November 25, In regards to Mr**'s November renewal and rate increase, we have reviewed that renewal and find that the Consumer Information Notice that Mr [redacted] received back in October 2013, which cited that the increase was due to his driving record and a Not At Fault (NAF) accident was sent to him in errorOur records reflect that the accident surcharge waiver was correctly applied at the November renewal and his premium was not impacted by the NAF accident Mr [redacted] is correct that at the November renewal his premium did increase over the prior policy term by $The increase for the November renewal was due to an Ohio rate revision that went into effect for all policy renewals after 8/3/ If Mr [redacted] would like to learn more about his Insurance Score he may go to www.consumerdisclosure.com Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] CSAA Insurance Group Policyholder Relations Analyst Phone Number: XXX-XXX-XXXX
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, 2014/05/21) */ May 21, Revdex.com, Inc [redacted] Oakland, CA XXXXX Attention: [redacted] Re: AAA Auto Policyholder: [redacted] driver: [redacted] Claim Number: Auto XXXX-XX-XXXX Date of Loss: 4/18/ Revdex.com File Number: XXXXXXXX Complainant: [redacted] Dear Ms [redacted] We are in receipt and have reviewed [redacted] 's complaint to your department submitted on May 13, Your complaint assignment has been referred to me for response As requested, here is our position We received a call from GEICO Insurance on April 18, 2014, on behalf of Ms [redacted] , submitting a claim for damage by one of our policyholders to her vehicleAt the time of this report, there was no incident on recordIn order for us to afford liability coverage on Ms [redacted] 's vehicle, we needed confirmation from our policyholder of incidentWe phoned and sent correspondence to our policyholderThey did not respond until May 14, With our policyholder's confirmation and acceptance of responsibility for the accident, we immediately contacted Ms [redacted] (on May 14) to inform her of the acceptance of liabilityWe are in contact with Ms [redacted] Our Claims Department is in the process of photographing, securing an estimate, and documentation of ownership (in order to process payment) to conclude her claimWe have also made arrangements for a rental vehicle for Ms [redacted] We have explained to Ms [redacted] , the delay is in securing a confirmation from our policyholderWe hope Ms [redacted] can understand as we are sure she would not want her insurance company GEICO to pay for a loss out of her policy without conversation (and confirmation of incident) with her first 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 Relations Analyst Phone Number: (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2014/02/11) */ February 11, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] [redacted] Dear Ms [redacted] : We are in receipt and have reviewed [redacted] ’s complaint to your department website submitted on January 26, In researching Ms [redacted] ’s concerns for her automobile policy # [redacted] we found that there may have been some confusion with regards to the policy and premiums owedIn an effort to clear up any confusion, we would like to provide this summary In question is the outstanding amount on Ms [redacted] ’s policy # [redacted] This policy last renewed on February 20, At the time of policy renewal the following vehicles were listed on the policy: [redacted] Ms [redacted] was listed as the owner of the policy and her son [redacted] was listed as a rated driverThe annual premium for both vehicles and both drivers totaled $2,At policy renewal there was also an outstanding balance due in the amount of $for the 2012/policy term On 2/9/we received a call from Ms [redacted] requesting that we remove the Buick and add a VolkswagenThis resulted in a return premium of $which was used to offset the annual premium owed Below is a breakdown of charges and credits that were applied for this policy term: Renewal Period 2/20/XXXX-X/20/ Outstanding Amount Due from prior policy term $ Original annual premium billed $2, Total Monthly Finance Fees from 3/29/13-12/4/$ Less 2/20/return of premium removal of Buick addition of Volkswagen -$ Less 11/8/Removal of Honda and insured [redacted] -$ Less return of premium due to policy cancellation on 12/20/-$ Premium Due from 2/20/13-12/20/$ 2, Less 2/20/payment -$1, Less 10/24/payment -$ Remaining Premium Due $ In reference Ms [redacted] ’s claim that she did not authorize her sons insurance cost after March 1st, 2013, we do not have record that she or her son called in to request this removal back in March Our underwriting guidelines indicate that in order to backdate the removal of her son and the Honda prior to 11/8/we would require proof that her son obtained insurance with another carrier prior to 11/8/Our call center representatives have informed her of this on several occasionsOnce we obtain this proof, we can then backdate the removal of her son [redacted] and the Honda to the date he obtained the other insuranceThis documentation is required and per the policy contractWe are not unique in this guideline as other insurers follow the same requirement as it is an industry standard to know and rate based on exposures In summary, Ms [redacted] has an outstanding balance owed of $for insurance premium that is due and payableIf proof of other insurance for her son and the Honda is submitted by Ms [redacted] then we can backdate the removal of her son and the vehicle back to the date the other insurance was obtainedWe are not able to waive this amount unless proper documentation is submitted as per the California Department of Insurance guidelines, we are unable to waive insurance premiums Thank you for giving us the opportunity to address the consumer’s concernsIf 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: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not responsible for his liability for his insurance as he is not a minor and I did notify the company on March 1st although it is my word against theirsI was not told when I called that this problem would occur or I would have requested proof in writingI have been a valued customer for a long time and respected in my community and within my position as a state of California Registered NurseIf this continues I have no other choice but seek legal counsel to relieve myself from this harassmentPlease let me know now if this will be removed asap!!! I believe the legal system will understand and protect my rights from the verbal agreement I receivedIt is not my responsibility to provide proof of my sons insuranceYou may pursue him but at this point this is harassment of me Final Business Response / [redacted] (4000, 15, 2014/03/10) */ March 7, Revdex.com, Inc Attention: [redacted] Broadway, Suite Oakland, CA XXXXX Regarding: Revdex.com Case #: XXXXXXXX Consumer: [redacted] XXXXX Dear Ms [redacted] : We are in receipt and have reviewed [redacted] 's second rebuttal response to your department website submitted on February 26, In her rebuttal Ms [redacted] mentions that her son's initial insurance after he left his mother's policy was with AAAWhen we originally were alerted to this complaint we did conduct a search for her son in our system but could not find a policy for a [redacted] Since Ms [redacted] has confirmed that her son did obtain coverage with us we were able to conduct more research and found a policy for a [redacted] and confirmed, based on the driver's license on both policies, that this was her son Our records indicate that [redacted] obtained a policy #CAW-XXXXXXXXX with us effective September 4, As a result we have removed her son [redacted] from her policy effective September 4, 2013, the date he obtained his new policy with us The backdate removal of her son from Ms [redacted] 's policy #LDXXXX-X effective 9/3/resulted in a return premium credit in the amount of $for the period of 9/3/to 11/8/We have applied the $credit to the outstanding balance owedAs a result, at this time our records reflect that Ms [redacted] now owes $The $is now due and payable In regards to Ms [redacted] 's claim that she had previously requested phone records from us, this is the first time we have heard of this requestOur calls are recorded for quality and training purposes and it is not our practice to provide this information to our policyholders In regards to Ms [redacted] 's claim that that we admitted a mistake by overcharging her, we do not agree with this statementAt this time we feel that we have adequately addressed all of Ms [redacted] 's concerns AAA reserves the right to raise any additional legal or factual bases supporting our decision to the extent permitted by lawIf 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, [redacted] XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, Anne Etcheveste Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: XXX-XXX-XXXX Final Consumer Response / [redacted] (3000, 13, 2014/02/26) */ I was present on the phone when my son did notify them of the change of insuranceHis initial insurance apart from the policy was through AAAI made at least phone calls each time a statement of error was sent to meI was credited back on my account for the admittance by AAA that they were in error .This credit by AAA occurred for the this overcharge in July or August 2013.and I now would like copies of my entire bill including these credits as proof of there harassmentDuring none of these conversations I was told I needed to supply a copy of his insurance and he has since moved out of stateAgain I am requesting all phone contact records and credits made to my account since AAA had admitted there mistake by overcharging to my account and credited to meThere actions at this point feel harassing and I am requesting all records of actions on my account for including dates of phone conversations credits as I this feels like I am being damaged by AAA continued pursuit from there poor accounting practicesAAA credited my account in July or August and because they admitted the error of overcharge by not removing my son from the policyHe carried insurance through AAA initially by himself after removal from my account as wellI made several conversations to them in regards to this matter
It took weeks for AAA to give the autobody shop the OK to fix my car Accident reported on 8/ Picked my car up on 9/ Communication poor to nonexistant Call to the call center never returned TERRIBLE customer service even after involving supervisor and supervisors supervisor I am currently shopping for a new insurance company Absolutely deplorable service Also, the car rental portion of my policy states I would be given a COMPERABLE car for the duration My car is a top of the line Leus sedan I was put in a Jeep Patriot In what reality is that comperable Seriously And getting that was a struggle
Initial Business Response / [redacted] (1000, 6, 2016/01/25) */ January 25, 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 January 11, Your complaint assignment has been referred to me for response As requested, here is our position We contacted Ms [redacted] on January 12, 2016, and discussed her concernsWe explained that inspections by American Leak Detection and our Field inspector indicated a leak in the hot water line with no resulting damage to the dwellingWe explained that the cause of the leak might not be covered by the policy; we would pay to access the plumbing line that was leaking to determine the cause or they could accept those funds and apply them to a re-route of the plumbing lineWe also advised that there was no mold found during that inspectionWe explained that efflorescence is a naturally occurring substance that can present in concrete floors and was not thought to be the result of the plumbing leak Ms [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be moldWe agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, Ms [redacted] has been advised of those findings We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is foundThe results of that inspection has not been received as of this dateUpon receipt of the report we will give further consideration of the claim for damage to the flooring and will contact Ms [redacted] with our determination Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Claims Supervisor Regional Claims Center CSAA Insurance Group Phone Number: (XXX) XXX-XXXX extXXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 15th 2016, I was informed via email by CSAA supervisor: "The inspection report from Renaissance General Restoration Contracting, Incindicates that no moisture or visible mold was present at their inspectionWe will forward a copy of their report for your records." And I replied: "I will be hiring a specialist who will inspect and test for mold per the correct procedural protocol, as visible inspection is not the only way to test for moldThere is no longer moisture in that area as water has been shut off to area since the leak was found and contractor has begun work on rerouting lines." There is no point in inspecting for moisture after the fact that the leak situation has been resolved and water is no longer running through the water pipe under the slabThese inspectors do not test for mold, they come and inspect for water damage to floor, which there is but they keep calling it efflorescence and blame it on slab foundation and dismiss the fact that there was water running under the slab due to broken pipe that caused moisture from that pipe to spread and to come up and cause the discoloration to floorPictures or visual inspection do not diagnose moldSeems like the insurance company hires their inspectors to put together reports in their favor to avoid having to fix damages to floor Would I recommend this company to anyone in the future? Definitely not, and I will not be renewing my insurance with them either,due to their poor service and response time Final Business Response / [redacted] (4000, 12, 2016/02/17) */ 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 rebuttal submitted to your department on January 26, Your complaint assignment has been referred to me for response As requested, here is our position Ms [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be moldWe agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, Ms [redacted] has been advised of those findings We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is foundTheir report dated February 7, 2016, indicated that the efflorescence was not related to the recent plumbing leakThey also indicated that the discoloration to the floor in the bathroom is likely due to moisture content in the concrete and may be the result of a leaking shower panWe would be willing to have the shower pan tested for a leak if Ms [redacted] is interested in having this done Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Claims Supervisor Regional Claims Center CSAA Insurance Group Phone Number:
Initial Business Response / [redacted] (1000, 6, 2015/02/09) */ February 9, 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 February 1, Your complaint assignment has been referred to me for response In review of this account, our records reflect that Mr [redacted] 's homeowner policy #XXXX-XXXX cancelled effective 12/11/per his requestAt that same time Mr [redacted] requested that his address be amended to reflect: [redacted] XXXXX and we updated his policy to reflect thisAll refund checks were mailed to the new address We show the following refund checks were mailed to Mr [redacted] : Refund check #XXXXXXX dated 12/29/in the amount $This check shows cashed on 1/12/ Refund check #XXXXXX in the amount of $dated 12/12/On 1/6/15, Mr [redacted] informed us he never received this refund On 1/6/we voided check #XXXXXX On 1/7/we issued a new check #XXXXXXX in the amount of $On 1/31/15, Mr [redacted] informed us he never received this refund On 2/4/we issued a new Check #XXXXXX for $and sent via UPS overnight mail to: [redacted] PA XXXXXThis check shows it was cashed on 2/5/ Thank your 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, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ December 16, 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 December 10, Your complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] submitted a claim for a water leak which caused water and mold damaged to his garage We completed an inspection of the property and were not able to determine the exact location of the leakWe contracted Bullseye Leak Detection to inspect the property and provide us with the cause of the lossBullseye Leak Detection completed their inspection and provided us a report with their findingsTheir report stated in part that they spray tested the tile shower enclosure and found that water ran through the gaps in the groutThe water then traveled down the wall passed [redacted] the subfloor and surfaced in the garage directly below the master bathroomThey took moisture readings and found that the only area with elevated moisture readings was the ceiling in the garage just below the showerThe report states that the worn tile shower enclosure was the source of the leakage and this was causing the water and mold damages to the garageThe cause of the failure was noted at deferred maintenanceBullseye Leak Detection also noted that all caulking and grout appeared original to the home and it was in poor conditionAlso a contributing leak source was the adjacent tub which was missing its overflow trim and the overflow pipe was loose at the gasket connection to the tub We spoke to Mr [redacted] on June 15, and explained there was no coverage for the cause of the loss, he stated he understoodWe again left Mr [redacted] a voicemail message on July 14, informing him of the coverage determination and that there was no coverage for the cause of lossOn July 20, we spoke to Mr [redacted] and explained, once more, there was no coverage for the cause of the loss On July 29, Mrs [redacted] called to inquire about the claim statusWe explained to her that payment for the repairs had already been issued less their deductible and that there was no coverage for the repairs due to wear and tear On September 2, we received a call from Mrs [redacted] informing us she obtained an estimate from a different contractor and it was much higher than our estimateWe asked Mrs [redacted] to provide us a copy of the estimate for our review On November 25, Mr [redacted] called us asking for additional payment for his repairsHe was informed we had already issued payment for his repairs and if he had a different estimate to submit it for our review as previously requested On December 7, we finalized the review of the estimate provided by Mr [redacted] It was determined that the additional cost was due to the repairs to the shower system which had failed due to wear, tear and deferred maintenance and not covered under Mr [redacted] 's policyOn the same day we contacted Mr [redacted] and explained the reasons why there was no coverage for the shower and tub repairs, he understood We maintain our position that there is no coverage for the shower system as this is specifically mention in Mr [redacted] 's policy as being excepted and excluded from coverage due to wear, tear and deferred maintenance Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Large Loss Supervisor CSAA Insurance Group (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I have requested (and received) a copy of my homeowner's policyThe policy has been reviewed and it is still clear to me this claim should have been covered 100% under my homeowner's policyDue to limited spacing I will only quote limited language under this policy that specifically pertain to this claimUnder Section I Item 12, it states in part, "We will reimburse up to $10,of the costs covered under Section I from an accidental discharge or overflow of 'water' from within plumbing" The policy goes on to state, "The coverage does not include damage caused by constant or repeated seepage or leakage of 'water'...UNLESS SUCH SEEPAGE OR LEAKAGE OF 'WATER' AND THE RESULTING DAMAGE IS UNKNOWN TO ALL INSUREDS AND IS HIDDEN WITHIN THE WALLS OR CEILINGS OR BENEATH THE FLOORS" After reviewing this policy it is still clear to me that AAA should cover 100% of the cost directly to the contractor (Altec Construction, Inc)The Revdex.com however has requested I create a "MIDDLE GROUND"As a result, I believe it is more than fair for AAA to pay 75% of the cost directly to Altec Construction, Inc Additionally, I would like to request this response be escalated to someone HIGHER (Manager or above),within the ranks of AAA, than the rank that responded to the previous submission Furthermore, I would like a representative from AAA to contact Altec Construction and advise them I will pay the remaining 25% in monthly payments and to remain flexible until Altec Construction,Inc is paid in full Final Business Response / [redacted] (4000, 10, 2016/01/07) */ January 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 rebuttal complaint to your department submitted on December 27, Your complaint assignment has been referred to me for response As requested, here is our position As stated on our prior correspondence, wear, tear and maintenance in specifically excepted and excluded from coverage under Mr [redacted] 's policy, here is the relevant policy language: SECTION I - PERILS INSURED AGAINST COVERAGE A - Dwelling COVERAGE B - Other Structures We insure against risk of direct physical loss to the property described in Coverages A and BWe do not insure, however, for loss caused by: aWear and tear, marring, deterioration; If any of these cause "water" damage not excepted above or otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the "water" including the cost of tearing out and replacing any part of a "residence premises" necessary to repair the system or applianceWe do not cover loss to the system or appliance from which this "water" escaped Section I - Exclusions; Under items through above, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered SECTION I - EXCLUSIONS We do not insure for loss to property described in Coverages A and B caused by any of the followingHowever, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered cFaulty, Inadequate or Defective: (4) Maintenance; or of part or all of any property whether on or off the "residence premises" Per the policy language above, we are able to extend coverage for the ensuing water damage, however, we are unable to extend coverage for the system or appliance from which the water escapedIn this case the shower system including the adjacent tub failed due to wear, tear and lack of maintenance and there is no coverage to repair or replace it under the policy While grant of coverage does not include coverage for mold or fungi, wet or dry rot or bacteria, there is a separate section of the policy entitled "ADDITIONAL COVERAGES." That section provides additional coverage that AAA may extend providing that the facts of the claim meet the specific circumstances outlined in the enumerated additional coverageHere is the relevant policy language: SECTION I - ADDITIONAL COVERAGES "Fungi", Wet or Dry Rot or Bacteria We will reimburse up to $10,of the costs covered under Section I you reasonably and necessarily incur because of the need to repair, replace, remove or restore any part of the dwelling, other "building structures" or personal property due to the unsafe levels of "fungi", wet or dry rot, or bacteria that occurs during the policy period from an accidental discharge or overflow of "water" from within a plumbing, heating, air conditioning or automatic fire protective sprinkler system or from within a household applianceThis coverage includes any reasonable and necessary increase in living expenses actually incurred by you under the same terms and conditions in subsection 1.ain Coverage D - Loss of Use, but does not increase the overall $10,limit of liabilityThis coverage does not include damage caused by constant or repeated seepage or leakage of "water" or the presence or condensation of humidity, moisture or vapor, over a period of weeks, months or years, unless such seepage or leakage of "water" or the presence or condensation of humidity, moisture, or vapor and the resulting damage is unknown to all "insureds" and is hidden within the walls or ceilings or beneath the floors or above the ceilings of a "building structure"This coverage does not apply to: aThe appliance from which the "water" or steam escaped; Reimbursement of $10,is the most we will pay for all of the following: aThe total of all loss payable under SECTION I - COVERAGES caused by unsafe levels of "fungi", wet or dry rot or bacteria; bThe cost to investigate, tear out and/or replace any part of a "building structure" or other covered property as needed to gain access to unsafe levels of "fungi", wet or dry rot or bacteria; cThe cost of testing of air, surfaces or property to confirm the absence, presence or levels of "fungi", wet or dry rot or bacteria whether performed prior to, during, or after removal, repair, restoration or replacementThe cost of such testing will be provided only to the extent that there is a reason to believe that there is the presence of unsafe levels of "fungi", wet or dry rot or bacteria We were able to extend coverage for the mold/funji for Mr [redacted] 's loss as it met the criteria outlined under this Additional Coverage Mr [redacted] 's claim has been fully investigated and our coverage determination has been made accurately based on the facts of the loss and remains unchangedShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Large Loss Supervisor CSAA Insurance Group (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 6, 2014/04/08) */ April 7, Revdex.com, Inc [redacted] Oakland, CA XXXXX Attention: [redacted] Re: AAA Insured/ [redacted] : [redacted] Claim Number: Homeowners 01-WJXXXXX Date of Loss: March 15, Revdex.com File Number: XXXXXXXX Complainant: [redacted] Dear Ms [redacted] We are in receipt and have reviewed [redacted] ' complaint to your department submitted on March 24, Your complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] reported a claim to us on March 16, 2014, for water damage to his condominium/townhomeWe inspected his property on March 18, We found the water was coming in from another unitPayment for his covered (ensuing) damages less his $1,deductible was issued on March 26, Since we do not insure the responsible unit, we could not authorize a plumber to go into that unit We did alert the responsible unit's insurance carrier of the issue at hand and the need for a plumbing inspection In his complaint to you, he asked (Desired Resolution) for his rental income loss (Coverage D)Mr [redacted] has coverage up to $1,We issued the full $1,payment for Coverage D on March 27, He also requests a plumber (this was addressed above) and carpet repairs to "not look like a domino set"The carpet was found to be salvageableWe had the carpet tested and no contamination was presentWe approved payment for replacement of padding, cleaning and rely of the carpetWe have Mr [redacted] ' file open for recoveryWe will pursue all payments issued by AAA and will request Mr [redacted] ' deductible (on his behalf) be reimbursed as wellThis process can take 60-days, depending on how promptly the responsible unit's carrier acknowledges and processes our claim Mr [redacted] has also reported his claim to the Department of Insurance (DOI) for inquiryWe received the inquiry on April 2, We are in the process of respondingAs part of a DOI inquiry, a separate response to Mr [redacted] is requiredWe will be sending response out shortly to Mr [redacted] from our Claims Division Mr [redacted] ' comments concerning our service have been notedThe parties involved have been alerted 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 Relations Analyst CSAA Insurance Group, a AAA Insurer Corporate Office Phone Number: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 16th, when I opened the claim over the phone, I made sure to let the AAA Agent know that a swab sample of the drywall needed to be sent for testing The agent was [redacted] I mentioned to him via email (with copy to the supervisors bellow) that they commited a mistake by not taking a sample of the wet drywall upon DKS(Disaster Kleeners Specialist) visit I dont live in the house, as this is a Rental property, so I trusted that AAA was going to do the necessary investigative steps to remediate the loss Which were: -Take a swap sample of the wet drywall -Send a company to investigate the reason of the leak -Provide adequate follow up I DID not any of these steps, and was left to fend for myselfLost a lot of sleep and even weight I mentioned that several times to [redacted] and the entire AAA staff I had to talk to in order to recover the cost for my carpet besides all of the customer service issues I received They were: [redacted] ***, [redacted] and [redacted] What really happened was: -DKS never took a sample of the Wet Drywall, although [redacted] confirmed to me over the phone that they did, I challenged him several times about that and he never replyed to me -DKS vacummed and dried out the house for entire days (hours per day) staring March 16th early Sunday afternoon -Protera Labs came to take the swap test on Thursday March 20th on a dried out carpet which has been vaccummed basically every single day for days -Every day, as DKS were removing Drywall, they would finish up and VACCUMM the DRIED UP carpet -Since AAA never sent a company to investigate, my claim became delayed, and the $for Rental Income Loss did not actually cover the Rental Loss, which was actually $ -AAA sent a wrong letter with the loss of use for 5K (not 1K), also 100K for Medical Payments(wrong amount)They fixed the letter, but I ended up loosing money because I thought I was insured for more rental loss than 1K -The plummer came on site and removed my neighboors toilet, and mentioned on his report that there were several gaps on the toliet connection, besides that the toliet was inch off track I already submited AAA with the Official Plummer Report, taken from the inspector hired by the HOA Insurance (Travelers), the HOA already gave them a copy too Besides that report, I asked for a Free estimate from Rescue Rooter, and they also have the Official Report from the Investigation Resource(American Leak Detection) used by the HOA Insurance (Travellers) All of the reports list that the source of the Leak was the neighboors toilet For reference, this is what happened back in Feb, 2011, when the leak happened again: -AAA send a company called RMC (Restoration Management Company), and right after sent Proter Labs -Protera took a sample of the wet drywall and verifyed that the water was contaminated with intestinal bacteria (Interococous/E.Coli) -AAA Adjuster( [redacted] ***) send a company to investigage (Pipo Pros), and the report was the same as in 2014, the source was the same, TOILET -AAA paid for part of my carpet, and I eneded up having to put a cheaper carpet, and cover the other rooms on my own cost The report they have from Protera lists "Living room carpet", there is no mentioning of any Drywall The evidence is destroyed, and now they dont want to cover my loss I will wait for the reply from the Department of Insurance, and after that I will open a BAD FAITH lawsuit against AAA
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Contact Name and Title: [redacted] Insurance Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aaanwohio.com Ms [redacted] 's auto insurance is written with CSAA Insurance Group, a provider of AAA branded insuranceAAA Northwest Ohio is the Insurance Agency who sells products for them under the AAA Insurance brandHer dispute is directly with CSAA, the insurance company, and not with AAA Northwest OhioCSAA is an independent insurance company who handles all of their own billing under specified guidelines that are submitted, approved and regulated by the Ohio Department of InsuranceAAA of Northwest Ohio does not have any control over CSAA and their billing practices Specific to this complaint: The bill that started this incident was generated on 12/20/14, days prior to her 1/9/due dateMs [redacted] 's January payment was received two weeks lateOn 1/15/15, a cancellation notice was generated that notified the insured her payment was not received and that January's payment was due by 1/27/in order to continue to have auto insurance coverage with CSAAAn electronic check payment was posted at our South Branch on 1/24/to keep the cancellation from occurring Once the late payment was received, CSAA generated the February bill for Ms [redacted] 's auto insuranceThe bill in question was actually printed on 1/27/15, postmarked 1/29/and received by the insured 2/3/This bill was generated three days after the insured's January payment, which was two weeks late and posted 1/24/The company does not change the due date of its paymentsCSAA insurance policy payments are due on the date that coincides with the policy inception dateThe auto policy started 11/9/14, so her payment is always due on the 9th of the monthAs a courtesy to the insured, CSAA did withdrawal their cancellation notice with the posting of her January payment 1/24/15, but the February payment was still due on 2/9/The short notice is due to the fact her January bill was paid late and the bill was not generated until the January payment was received We are asking for this complaint against AAA of Northwest Ohio to be rescindedWe have attempted to contact Ms [redacted] for three days to no availIf Ms [redacted] has an issue with the day policy for billing, she would need to take that complaint directly to CSAA, her auto insurance providerTheir contact information is on all her policy documents and her billing statementsI am more than happy to provide the insured, or Revdex.com, with all the billing documents in questionThank you Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know my responsibilities for payment of the insuranceThe problem was that they did not mail out the bill early enough for me to pay it by mailI pay this bill by mail unless I am at the AAA officethe whole issue is that they need to ensure that they mail out the bill timely so that I receive it timelyThey are just skirting the issue with the response that they sent Final Business Response / [redacted] (4000, 20, 2015/03/06) */ March 6, Revdex.com, Inc [redacted] CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Dawn [redacted] Revdex.com File Number: XXXXXXXX Dear Ms***: We are in receipt and have reviewed [redacted] Dawn [redacted] 's rebuttal to your department submitted on February 9, and received by us on 3/3/Your complaint assignment has been referred to me for response In response to Ms [redacted] 's assertion that we did not mail her bill out early enough for her to pay for it in time, we are sorry she feels that way and we appreciate her feedbackIt is our position that our notifications were properly sent to her Thank your 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, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 13, 2014/10/09) */ Contact Name and Title: [redacted] Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @goAAA.com AAA is currently working with the branch manager to resolve this issueWe will update the Revdex.com and the member as soon as we are able to resolve Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never heard from anyone from AAA Final Consumer Response / [redacted] (2000, 18, 2014/10/14) */ I just received a phone call from AAA spoke with ***He is taking care of everythingWe can close this case and disregard thisThank you Revdex.com!
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ June 8, Revdex.com, Inc Attn: [redacted] Complaint Case #: XXXXXXX Consumer: [redacted] Dear Ms***: Thank you for taking the time to contact us regarding [redacted] ' complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position We have added Ms [redacted] to our do not solicit list and provided her documents showing our Privacy Policy via mail which can also be found at: https://calstate.aaa.com/global/privacy-policyIt does take up to 6-weeks to be completely removed from all solicitations from AAA Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] AAA Northern California, Nevada, & Utah (XXX) XXX-XXXX [redacted] @goAAA.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I did receive the communication from AAA noted above in their response, it did not include a list of all the entities that they have shared my personal information with in the past yearI am entitled to this information as s CA resident and am repeating my initial request that they provide this information to me in writing Final Business Response / [redacted] (4000, 9, 2015/06/25) */ The following letter was mailed this morning certified mail to Ms [redacted] from AAA Legal Department: June 25, Ms [redacted] XXXXX Membership # XXXXXXXXXXXXXXXX Dear Ms [redacted] : Thank you for taking the time to contact us concerning AAA NCNU's information sharing practices California's "Shine the Light" law, Civil Code section 1798.83, requires certain businesses to respond to requests from California customers asking about the business's practices related to disclosing personal information to third parties for the third parties' direct marketing purposesAlternately, such businesses may have in place a policy not to disclose personal information of customers to third parties for the third parties' direct marketing purposes if the customer has exercised an option to opt-out of such information-sharingWe have such a policy in placeIf a customer elects to use the opt-out right, we will update his or her account to reflect this preference A copy of our Privacy Policy can be found on our website located at https://calstate.aaa.com/global/privacy-policyAs indicated in the Privacy Policy customers who wish to excise their opt-out right may contact our Privacy Policy Coordinator via postal mail or email as follows: VP, Legal & Compliance/Policy Coordinator American Automobile Association of Northern California, Nevada and Utah [redacted] Street, Ste [redacted] XXXXX https://calstate.aaa.com Thank you for the opportunity to share our policy with you Regards, _____________________________ [redacted] W [redacted] VP, Legal & Compliance/Privacy Policy Coordinator AAA Northern California, Nevada & Utah
Initial Business Response / [redacted] (1000, 10, 2014/12/23) */ December 23, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Re: Complainant: [redacted] and Joel [redacted] Revdex.com File Number: XXXXXXXX Dear Ms ***: We are in receipt and have reviewed [redacted] and [redacted] complaint to your department submitted on July 18, and received by us on December 10, Your complaint assignment has been referred to me for response We have reviewed our records and find that we originally responded to this complaint to the Revdex.com of Washington DC & Eastern Pennsylvania on 8/23/I have attached our original response for your reference 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 Business Response / [redacted] (1000, 5, 2014/02/20) */ Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Porter Re: Complainant: [redacted] Claim Number: 02-XMXXXXX Revdex.com File Number: XXXXXXXX Dear Ms [redacted] We are in receipt and have reviewed [redacted] Ting Ho's complaint to your department submitted on February 13, Your complaint assignment has been referred to me for response As requested, here is our positionMs [redacted] made a claim for over cell phones being stolen from herAs part of our investigation into this claim our claims representative, Ms [redacted] requested a statement regarding this lossMs [redacted] refused to answer many of the questions which we felt were pertinent to the claim and refused to provide us documentation which we needed to help us evaluate and process her claimMs [redacted] then called myself to advise she wanted her adjuster changed on this claim because they were rudeWhen I asked her if she could give me an example of how [redacted] was rude to her she could not give any example and again insisted that her adjuster be changedI advised her that we are continuing to investigate her claim and need her assistance and cooperationI advised her based on our conversation I did not feel it was appropriate to change the claim representative on her claim I did go over the claim with claim representative, Ms [redacted] who advised Ms [redacted] could not answer any of the basic questions to this loss and refused to cooperate with her request for the needed documents to process and evaluate her personal property claimWe have advised Ms [redacted] what we will need to process and evaluate her claim and are now waiting on her cooperation and response to our request 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 CSAA Insurance Group Phone Number: (XXX) XXX-XXXX Final Consumer Response / [redacted] (4200, 11, 2014/02/27) */ Hi Ms [redacted] Thank you for your responseThey still didn't explain my policy to me and were reluctant to explain why they need the information to investigate the case, for example, they need my sister cell phone number who live in Hong KongWhich I think is irrelvant to the caseAll they said in the response is that they cannot change adjuster and they didnt address the issue for meI do not think this matter has been resolvedPlease let me know what I can do Best Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2014/02/26) */ February 26, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Ms [redacted] : We are in receipt of [redacted] **'s rebuttal to our response submitted to your department on February 24, Your complaint assignment has been referred to me for response We have reviewed Ms**'s complaint and found it unjustifiedAs a result Ms**'s request for a new adjuster is denied Therefore, in order for us to properly process and evaluate Ms**'s claim she will need to cooperate and respond to claim representative, Ms [redacted] requests Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/02/11) */ February 11, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] [redacted] Dear Mr***: We are in receipt and have reviewed [redacted] ***’s complaint to your department website submitted on January 29, I have confirmed that Mr***’s auto policy # [redacted] has been cancelled per his request back to October 23, At this time our records reflect that Mr [redacted] has an outstanding balance due for this account in the amount of $for coverage that was afforded to him from 10/23/to 10/23/ In an effort to clear up any confusion on this matter, we are mailing to Mr [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/policy term Thank you for giving us the opportunity to address the consumer’s concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The check for the amount was mailed out as I indicatedI respectfully request AAA to send me a written confirmation releasing me from further obligations from this case once my check is clearedI'm satisfied with the AAA response, so at this juncture, I will close out this caseThanks to everyone for cooperation and prompt reply Final Business Response / [redacted] (4000, 10, 2014/02/19) */ February 19, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] Dear Ms [redacted] : We are in receipt and have reviewed [redacted] ***’s rebuttal to your department website submitted on February 12, In response to Mr***’s comments that he never received any billing for this amount, our records show that we originally mailed a bill to Mr [redacted] for $on 10/3/and subsequent bills were mailed after that date As stated in our original response we have mailed Mr [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/policy termThis was mailed to him on February 11, We would like to thank Mr [redacted] for mailing in a check for the amount duePlease be advised, that at this time we do not yet show receipt of this check for his auto policy # [redacted] so the amount is still showing outstanding Thank you for giving us the opportunity to address the consumer’s concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted]
Initial Business Response / [redacted] (1000, 9, 2015/07/06) */ July 6, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attention: [redacted] Re: Revdex.com File Number: XXXXXXXX Complainant: [redacted] Our Claim Number: XXXX-XX-XXXX Dear Ms***: We are in receipt and have reviewed Mr [redacted] ***'s complaint to your departmentYour complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] reported a two-car accident to our claims department on May 18, Mr [redacted] was driving his BMW 330IThe car sustained moderate-major damageMr [redacted] 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 [redacted] 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 [redacted] 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, [redacted] Policyholder [redacted] Analyst Corporate Office CSAA Insurance Group, a AAA Insurer Phone: (XXX) XXX XXXX
Initial Business Response / [redacted] (1000, 5, 2014/11/10) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @goAAA.com November 10, Revdex.com, Inc [redacted] CA XXXXX Attn: [redacted] *** Complaint Case #: XXXXXXXX Consumer: [redacted] Dear Ms***: 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 After researching Ms [redacted] 's case, she is correct; a statement should have been mailed to her when the payment wasn't collectedWe have reviewed this incident with the correct department to ensure this is an isolated event I have created a new Plus Membership account for [redacted] and [redacted] at no costThis Membership will renew on November 10, This information has been emailed to Ms [redacted] todayIf there are any further questions or concerns please do not hesitate to contact me directly Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] Member Relations AAA Northern California, Nevada, & Utah (XXX) XXX-XXXX [redacted] @goAAA.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They responded with an apology and a year's free membershipThey promise to look into better communication between their departmentsI wish I could believe them, but they have not been very successful in convincing me so farI dropped their insurance (this case concerns their road service) about a year ago because of poor customer service and failure to inform me of major changes in my policy
Please be advised I wish to make a formal complaintI have been a member of AAA since In all that time I have used AAA maybe or times Today 12-26-at about 11:AM I placed a problem call requesting service tow out of a ditchI was initially told by Mr [redacted] no problem we will send a tow truck in about minutes After about an hour I called a 2nd time and again spoke to Mr [redacted] – requested a status updateMr [redacted] was very politeAfter about hours, I called a 3rd time – requesting a status The 3rd call answered by a sorority sister who told me I’m not covered because I’m in my drive wayI explained I was not in my drive wayI was at my Daughters new house miles from home She still insisted it does not matter you’re in a driveway I again reiterated my plight My daughter’s house is new construction up a hill off Friant Highway She said I was not coveredMy next question was why didn’t the 1st AAA person deny my call for a tow? My gripe is simpleI was lead to believe AAA would help tow me out of a ditch instead I wasted hours of daylight waiting in vain It seems your rules of what’s covered and what’s not are very subjective depending on who answers your requestI was asked for a location so I gave the address Had I said “Frontage road” or secondary rural road? I suppose I would have been coveredNote, at this point I see no value in continuing our relationshipAdditionally I do not wish to renew my membership
Final Consumer Response / [redacted] (2000, 11, 2016/01/14) */ AAA contacted me with the following message: "Thank you for contacting AAA. Your expiration date has been updated to [redacted] 2017 as a courtesy so you will have 12 months of coverage." I am pleased to be getting 12 months of coverage... since I did pay for 12 months of coverage. I am awaiting my new cards which should reflect the January 2017 date. For now, this has been settled. Should the cards arrive with the incorrect date, I will reopen this case. Thank you for your assistance. [redacted] E. [redacted]
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
Initial Business Response / [redacted] (1000, 8, 2014/11/14) */ November 14, Revdex.com, Inc Attention: [redacted] [redacted] CA XXXXX Regarding:Revdex.com Case #: XXXXXXXX CSAA Auto Policy #: OHSS-XXXXXXXXX Consumer: [redacted] *** [redacted] OH XXXXX-XXXX Dear Ms***: We are in receipt and have reviewed [redacted] **'s complaint to your department website submitted on October 29, In researching Mr**'s concerns regarding his automobile policy #OHSS-XXXXXXXXX we found that for the 11/9/14-5/9/policy term our system erroneously rated for an accident that was previously waivedThe policy had previously received a benefit for years of accident free drivingWhen the system mistakenly rated for the accident, that benefit was removedAs a result we have now re-applied the accident surcharge waiver and the new premium for the 11/9/14-5/9/policy term reflects thisWe would like to thank Mr [redacted] for bringing this to our attention In regards to the Consumer Information Notice Mr [redacted] received, we ask that he please disregardWe would like to confirm that we have reviewed the details of his policy and that his Insurance Score did not change and thus impact his policy premium We would like to apologize for any confusion or frustration Mr [redacted] may have experiencedThank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] CSAA Insurance Group Policyholder Relations Analyst Phone Number: XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 11/25/ I thank Revdex.com and AAA for addressing my complaints My complaints had parts, while AAA addressed the first part, it did not address the second part, cited below: [redacted] A second complaint: My Novrenewal notice showed a rate increase of over $and it said that the rate increase was Due To "driving record"I requested "driving record" which had a recent NAF item; and I questioned AAA customer serviceThe representative then replied that the rate increase was Not due to "driving record", but due to general rate inflationPlease observe the contradiction there! [redacted] I think the rate increase of about $in the Novbill was probably due to incorrect rating as well (same as what happened for Novbill)I wish AAA can look into this as well Also, please provide me a copy of my insurance score used for rating, if applicable Final Business Response / [redacted] (4000, 12, 2014/12/03) */ December 3, Revdex.com, Inc Attention: [redacted] CA XXXXX Regarding: Revdex.com Case #: XXXXXXXX CSAA Auto Policy #: OHSS-XXXXXXXXX Consumer: [redacted] #D Fairborn, OH XXXXX-XXXX Dear Ms***: We are in receipt and have reviewed [redacted] **'s rebuttal to your department website submitted on November 25, In regards to Mr**'s November renewal and rate increase, we have reviewed that renewal and find that the Consumer Information Notice that Mr [redacted] received back in October 2013, which cited that the increase was due to his driving record and a Not At Fault (NAF) accident was sent to him in errorOur records reflect that the accident surcharge waiver was correctly applied at the November renewal and his premium was not impacted by the NAF accident Mr [redacted] is correct that at the November renewal his premium did increase over the prior policy term by $The increase for the November renewal was due to an Ohio rate revision that went into effect for all policy renewals after 8/3/ If Mr [redacted] would like to learn more about his Insurance Score he may go to www.consumerdisclosure.com Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] CSAA Insurance Group Policyholder Relations Analyst Phone Number: XXX-XXX-XXXX
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, 2014/05/21) */ May 21, Revdex.com, Inc [redacted] Oakland, CA XXXXX Attention: [redacted] Re: AAA Auto Policyholder: [redacted] driver: [redacted] Claim Number: Auto XXXX-XX-XXXX Date of Loss: 4/18/ Revdex.com File Number: XXXXXXXX Complainant: [redacted] Dear Ms [redacted] We are in receipt and have reviewed [redacted] 's complaint to your department submitted on May 13, Your complaint assignment has been referred to me for response As requested, here is our position We received a call from GEICO Insurance on April 18, 2014, on behalf of Ms [redacted] , submitting a claim for damage by one of our policyholders to her vehicleAt the time of this report, there was no incident on recordIn order for us to afford liability coverage on Ms [redacted] 's vehicle, we needed confirmation from our policyholder of incidentWe phoned and sent correspondence to our policyholderThey did not respond until May 14, With our policyholder's confirmation and acceptance of responsibility for the accident, we immediately contacted Ms [redacted] (on May 14) to inform her of the acceptance of liabilityWe are in contact with Ms [redacted] Our Claims Department is in the process of photographing, securing an estimate, and documentation of ownership (in order to process payment) to conclude her claimWe have also made arrangements for a rental vehicle for Ms [redacted] We have explained to Ms [redacted] , the delay is in securing a confirmation from our policyholderWe hope Ms [redacted] can understand as we are sure she would not want her insurance company GEICO to pay for a loss out of her policy without conversation (and confirmation of incident) with her first 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 Relations Analyst Phone Number: (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2014/02/11) */ February 11, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] [redacted] Dear Ms [redacted] : We are in receipt and have reviewed [redacted] ’s complaint to your department website submitted on January 26, In researching Ms [redacted] ’s concerns for her automobile policy # [redacted] we found that there may have been some confusion with regards to the policy and premiums owedIn an effort to clear up any confusion, we would like to provide this summary In question is the outstanding amount on Ms [redacted] ’s policy # [redacted] This policy last renewed on February 20, At the time of policy renewal the following vehicles were listed on the policy: [redacted] Ms [redacted] was listed as the owner of the policy and her son [redacted] was listed as a rated driverThe annual premium for both vehicles and both drivers totaled $2,At policy renewal there was also an outstanding balance due in the amount of $for the 2012/policy term On 2/9/we received a call from Ms [redacted] requesting that we remove the Buick and add a VolkswagenThis resulted in a return premium of $which was used to offset the annual premium owed Below is a breakdown of charges and credits that were applied for this policy term: Renewal Period 2/20/XXXX-X/20/ Outstanding Amount Due from prior policy term $ Original annual premium billed $2, Total Monthly Finance Fees from 3/29/13-12/4/$ Less 2/20/return of premium removal of Buick addition of Volkswagen -$ Less 11/8/Removal of Honda and insured [redacted] -$ Less return of premium due to policy cancellation on 12/20/-$ Premium Due from 2/20/13-12/20/$ 2, Less 2/20/payment -$1, Less 10/24/payment -$ Remaining Premium Due $ In reference Ms [redacted] ’s claim that she did not authorize her sons insurance cost after March 1st, 2013, we do not have record that she or her son called in to request this removal back in March Our underwriting guidelines indicate that in order to backdate the removal of her son and the Honda prior to 11/8/we would require proof that her son obtained insurance with another carrier prior to 11/8/Our call center representatives have informed her of this on several occasionsOnce we obtain this proof, we can then backdate the removal of her son [redacted] and the Honda to the date he obtained the other insuranceThis documentation is required and per the policy contractWe are not unique in this guideline as other insurers follow the same requirement as it is an industry standard to know and rate based on exposures In summary, Ms [redacted] has an outstanding balance owed of $for insurance premium that is due and payableIf proof of other insurance for her son and the Honda is submitted by Ms [redacted] then we can backdate the removal of her son and the vehicle back to the date the other insurance was obtainedWe are not able to waive this amount unless proper documentation is submitted as per the California Department of Insurance guidelines, we are unable to waive insurance premiums Thank you for giving us the opportunity to address the consumer’s concernsIf 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: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not responsible for his liability for his insurance as he is not a minor and I did notify the company on March 1st although it is my word against theirsI was not told when I called that this problem would occur or I would have requested proof in writingI have been a valued customer for a long time and respected in my community and within my position as a state of California Registered NurseIf this continues I have no other choice but seek legal counsel to relieve myself from this harassmentPlease let me know now if this will be removed asap!!! I believe the legal system will understand and protect my rights from the verbal agreement I receivedIt is not my responsibility to provide proof of my sons insuranceYou may pursue him but at this point this is harassment of me Final Business Response / [redacted] (4000, 15, 2014/03/10) */ March 7, Revdex.com, Inc Attention: [redacted] Broadway, Suite Oakland, CA XXXXX Regarding: Revdex.com Case #: XXXXXXXX Consumer: [redacted] XXXXX Dear Ms [redacted] : We are in receipt and have reviewed [redacted] 's second rebuttal response to your department website submitted on February 26, In her rebuttal Ms [redacted] mentions that her son's initial insurance after he left his mother's policy was with AAAWhen we originally were alerted to this complaint we did conduct a search for her son in our system but could not find a policy for a [redacted] Since Ms [redacted] has confirmed that her son did obtain coverage with us we were able to conduct more research and found a policy for a [redacted] and confirmed, based on the driver's license on both policies, that this was her son Our records indicate that [redacted] obtained a policy #CAW-XXXXXXXXX with us effective September 4, As a result we have removed her son [redacted] from her policy effective September 4, 2013, the date he obtained his new policy with us The backdate removal of her son from Ms [redacted] 's policy #LDXXXX-X effective 9/3/resulted in a return premium credit in the amount of $for the period of 9/3/to 11/8/We have applied the $credit to the outstanding balance owedAs a result, at this time our records reflect that Ms [redacted] now owes $The $is now due and payable In regards to Ms [redacted] 's claim that she had previously requested phone records from us, this is the first time we have heard of this requestOur calls are recorded for quality and training purposes and it is not our practice to provide this information to our policyholders In regards to Ms [redacted] 's claim that that we admitted a mistake by overcharging her, we do not agree with this statementAt this time we feel that we have adequately addressed all of Ms [redacted] 's concerns AAA reserves the right to raise any additional legal or factual bases supporting our decision to the extent permitted by lawIf 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, [redacted] XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, Anne Etcheveste Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: XXX-XXX-XXXX Final Consumer Response / [redacted] (3000, 13, 2014/02/26) */ I was present on the phone when my son did notify them of the change of insuranceHis initial insurance apart from the policy was through AAAI made at least phone calls each time a statement of error was sent to meI was credited back on my account for the admittance by AAA that they were in error .This credit by AAA occurred for the this overcharge in July or August 2013.and I now would like copies of my entire bill including these credits as proof of there harassmentDuring none of these conversations I was told I needed to supply a copy of his insurance and he has since moved out of stateAgain I am requesting all phone contact records and credits made to my account since AAA had admitted there mistake by overcharging to my account and credited to meThere actions at this point feel harassing and I am requesting all records of actions on my account for including dates of phone conversations credits as I this feels like I am being damaged by AAA continued pursuit from there poor accounting practicesAAA credited my account in July or August and because they admitted the error of overcharge by not removing my son from the policyHe carried insurance through AAA initially by himself after removal from my account as wellI made several conversations to them in regards to this matter
It took weeks for AAA to give the autobody shop the OK to fix my car Accident reported on 8/ Picked my car up on 9/ Communication poor to nonexistant Call to the call center never returned TERRIBLE customer service even after involving supervisor and supervisors supervisor I am currently shopping for a new insurance company Absolutely deplorable service Also, the car rental portion of my policy states I would be given a COMPERABLE car for the duration My car is a top of the line Leus sedan I was put in a Jeep Patriot In what reality is that comperable Seriously And getting that was a struggle
Initial Business Response / [redacted] (1000, 6, 2016/01/25) */ January 25, 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 January 11, Your complaint assignment has been referred to me for response As requested, here is our position We contacted Ms [redacted] on January 12, 2016, and discussed her concernsWe explained that inspections by American Leak Detection and our Field inspector indicated a leak in the hot water line with no resulting damage to the dwellingWe explained that the cause of the leak might not be covered by the policy; we would pay to access the plumbing line that was leaking to determine the cause or they could accept those funds and apply them to a re-route of the plumbing lineWe also advised that there was no mold found during that inspectionWe explained that efflorescence is a naturally occurring substance that can present in concrete floors and was not thought to be the result of the plumbing leak Ms [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be moldWe agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, Ms [redacted] has been advised of those findings We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is foundThe results of that inspection has not been received as of this dateUpon receipt of the report we will give further consideration of the claim for damage to the flooring and will contact Ms [redacted] with our determination Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Claims Supervisor Regional Claims Center CSAA Insurance Group Phone Number: (XXX) XXX-XXXX extXXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 15th 2016, I was informed via email by CSAA supervisor: "The inspection report from Renaissance General Restoration Contracting, Incindicates that no moisture or visible mold was present at their inspectionWe will forward a copy of their report for your records." And I replied: "I will be hiring a specialist who will inspect and test for mold per the correct procedural protocol, as visible inspection is not the only way to test for moldThere is no longer moisture in that area as water has been shut off to area since the leak was found and contractor has begun work on rerouting lines." There is no point in inspecting for moisture after the fact that the leak situation has been resolved and water is no longer running through the water pipe under the slabThese inspectors do not test for mold, they come and inspect for water damage to floor, which there is but they keep calling it efflorescence and blame it on slab foundation and dismiss the fact that there was water running under the slab due to broken pipe that caused moisture from that pipe to spread and to come up and cause the discoloration to floorPictures or visual inspection do not diagnose moldSeems like the insurance company hires their inspectors to put together reports in their favor to avoid having to fix damages to floor Would I recommend this company to anyone in the future? Definitely not, and I will not be renewing my insurance with them either,due to their poor service and response time Final Business Response / [redacted] (4000, 12, 2016/02/17) */ 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 rebuttal submitted to your department on January 26, Your complaint assignment has been referred to me for response As requested, here is our position Ms [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be moldWe agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, Ms [redacted] has been advised of those findings We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is foundTheir report dated February 7, 2016, indicated that the efflorescence was not related to the recent plumbing leakThey also indicated that the discoloration to the floor in the bathroom is likely due to moisture content in the concrete and may be the result of a leaking shower panWe would be willing to have the shower pan tested for a leak if Ms [redacted] is interested in having this done Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Claims Supervisor Regional Claims Center CSAA Insurance Group Phone Number:
Initial Business Response / [redacted] (1000, 6, 2015/02/09) */ February 9, 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 February 1, Your complaint assignment has been referred to me for response In review of this account, our records reflect that Mr [redacted] 's homeowner policy #XXXX-XXXX cancelled effective 12/11/per his requestAt that same time Mr [redacted] requested that his address be amended to reflect: [redacted] XXXXX and we updated his policy to reflect thisAll refund checks were mailed to the new address We show the following refund checks were mailed to Mr [redacted] : Refund check #XXXXXXX dated 12/29/in the amount $This check shows cashed on 1/12/ Refund check #XXXXXX in the amount of $dated 12/12/On 1/6/15, Mr [redacted] informed us he never received this refund On 1/6/we voided check #XXXXXX On 1/7/we issued a new check #XXXXXXX in the amount of $On 1/31/15, Mr [redacted] informed us he never received this refund On 2/4/we issued a new Check #XXXXXX for $and sent via UPS overnight mail to: [redacted] PA XXXXXThis check shows it was cashed on 2/5/ Thank your 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, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ December 16, 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 December 10, Your complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] submitted a claim for a water leak which caused water and mold damaged to his garage We completed an inspection of the property and were not able to determine the exact location of the leakWe contracted Bullseye Leak Detection to inspect the property and provide us with the cause of the lossBullseye Leak Detection completed their inspection and provided us a report with their findingsTheir report stated in part that they spray tested the tile shower enclosure and found that water ran through the gaps in the groutThe water then traveled down the wall passed [redacted] the subfloor and surfaced in the garage directly below the master bathroomThey took moisture readings and found that the only area with elevated moisture readings was the ceiling in the garage just below the showerThe report states that the worn tile shower enclosure was the source of the leakage and this was causing the water and mold damages to the garageThe cause of the failure was noted at deferred maintenanceBullseye Leak Detection also noted that all caulking and grout appeared original to the home and it was in poor conditionAlso a contributing leak source was the adjacent tub which was missing its overflow trim and the overflow pipe was loose at the gasket connection to the tub We spoke to Mr [redacted] on June 15, and explained there was no coverage for the cause of the loss, he stated he understoodWe again left Mr [redacted] a voicemail message on July 14, informing him of the coverage determination and that there was no coverage for the cause of lossOn July 20, we spoke to Mr [redacted] and explained, once more, there was no coverage for the cause of the loss On July 29, Mrs [redacted] called to inquire about the claim statusWe explained to her that payment for the repairs had already been issued less their deductible and that there was no coverage for the repairs due to wear and tear On September 2, we received a call from Mrs [redacted] informing us she obtained an estimate from a different contractor and it was much higher than our estimateWe asked Mrs [redacted] to provide us a copy of the estimate for our review On November 25, Mr [redacted] called us asking for additional payment for his repairsHe was informed we had already issued payment for his repairs and if he had a different estimate to submit it for our review as previously requested On December 7, we finalized the review of the estimate provided by Mr [redacted] It was determined that the additional cost was due to the repairs to the shower system which had failed due to wear, tear and deferred maintenance and not covered under Mr [redacted] 's policyOn the same day we contacted Mr [redacted] and explained the reasons why there was no coverage for the shower and tub repairs, he understood We maintain our position that there is no coverage for the shower system as this is specifically mention in Mr [redacted] 's policy as being excepted and excluded from coverage due to wear, tear and deferred maintenance Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Large Loss Supervisor CSAA Insurance Group (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I have requested (and received) a copy of my homeowner's policyThe policy has been reviewed and it is still clear to me this claim should have been covered 100% under my homeowner's policyDue to limited spacing I will only quote limited language under this policy that specifically pertain to this claimUnder Section I Item 12, it states in part, "We will reimburse up to $10,of the costs covered under Section I from an accidental discharge or overflow of 'water' from within plumbing" The policy goes on to state, "The coverage does not include damage caused by constant or repeated seepage or leakage of 'water'...UNLESS SUCH SEEPAGE OR LEAKAGE OF 'WATER' AND THE RESULTING DAMAGE IS UNKNOWN TO ALL INSUREDS AND IS HIDDEN WITHIN THE WALLS OR CEILINGS OR BENEATH THE FLOORS" After reviewing this policy it is still clear to me that AAA should cover 100% of the cost directly to the contractor (Altec Construction, Inc)The Revdex.com however has requested I create a "MIDDLE GROUND"As a result, I believe it is more than fair for AAA to pay 75% of the cost directly to Altec Construction, Inc Additionally, I would like to request this response be escalated to someone HIGHER (Manager or above),within the ranks of AAA, than the rank that responded to the previous submission Furthermore, I would like a representative from AAA to contact Altec Construction and advise them I will pay the remaining 25% in monthly payments and to remain flexible until Altec Construction,Inc is paid in full Final Business Response / [redacted] (4000, 10, 2016/01/07) */ January 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 rebuttal complaint to your department submitted on December 27, Your complaint assignment has been referred to me for response As requested, here is our position As stated on our prior correspondence, wear, tear and maintenance in specifically excepted and excluded from coverage under Mr [redacted] 's policy, here is the relevant policy language: SECTION I - PERILS INSURED AGAINST COVERAGE A - Dwelling COVERAGE B - Other Structures We insure against risk of direct physical loss to the property described in Coverages A and BWe do not insure, however, for loss caused by: aWear and tear, marring, deterioration; If any of these cause "water" damage not excepted above or otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the "water" including the cost of tearing out and replacing any part of a "residence premises" necessary to repair the system or applianceWe do not cover loss to the system or appliance from which this "water" escaped Section I - Exclusions; Under items through above, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered SECTION I - EXCLUSIONS We do not insure for loss to property described in Coverages A and B caused by any of the followingHowever, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered cFaulty, Inadequate or Defective: (4) Maintenance; or of part or all of any property whether on or off the "residence premises" Per the policy language above, we are able to extend coverage for the ensuing water damage, however, we are unable to extend coverage for the system or appliance from which the water escapedIn this case the shower system including the adjacent tub failed due to wear, tear and lack of maintenance and there is no coverage to repair or replace it under the policy While grant of coverage does not include coverage for mold or fungi, wet or dry rot or bacteria, there is a separate section of the policy entitled "ADDITIONAL COVERAGES." That section provides additional coverage that AAA may extend providing that the facts of the claim meet the specific circumstances outlined in the enumerated additional coverageHere is the relevant policy language: SECTION I - ADDITIONAL COVERAGES "Fungi", Wet or Dry Rot or Bacteria We will reimburse up to $10,of the costs covered under Section I you reasonably and necessarily incur because of the need to repair, replace, remove or restore any part of the dwelling, other "building structures" or personal property due to the unsafe levels of "fungi", wet or dry rot, or bacteria that occurs during the policy period from an accidental discharge or overflow of "water" from within a plumbing, heating, air conditioning or automatic fire protective sprinkler system or from within a household applianceThis coverage includes any reasonable and necessary increase in living expenses actually incurred by you under the same terms and conditions in subsection 1.ain Coverage D - Loss of Use, but does not increase the overall $10,limit of liabilityThis coverage does not include damage caused by constant or repeated seepage or leakage of "water" or the presence or condensation of humidity, moisture or vapor, over a period of weeks, months or years, unless such seepage or leakage of "water" or the presence or condensation of humidity, moisture, or vapor and the resulting damage is unknown to all "insureds" and is hidden within the walls or ceilings or beneath the floors or above the ceilings of a "building structure"This coverage does not apply to: aThe appliance from which the "water" or steam escaped; Reimbursement of $10,is the most we will pay for all of the following: aThe total of all loss payable under SECTION I - COVERAGES caused by unsafe levels of "fungi", wet or dry rot or bacteria; bThe cost to investigate, tear out and/or replace any part of a "building structure" or other covered property as needed to gain access to unsafe levels of "fungi", wet or dry rot or bacteria; cThe cost of testing of air, surfaces or property to confirm the absence, presence or levels of "fungi", wet or dry rot or bacteria whether performed prior to, during, or after removal, repair, restoration or replacementThe cost of such testing will be provided only to the extent that there is a reason to believe that there is the presence of unsafe levels of "fungi", wet or dry rot or bacteria We were able to extend coverage for the mold/funji for Mr [redacted] 's loss as it met the criteria outlined under this Additional Coverage Mr [redacted] 's claim has been fully investigated and our coverage determination has been made accurately based on the facts of the loss and remains unchangedShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Homeowner Large Loss Supervisor CSAA Insurance Group (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 6, 2014/04/08) */ April 7, Revdex.com, Inc [redacted] Oakland, CA XXXXX Attention: [redacted] Re: AAA Insured/ [redacted] : [redacted] Claim Number: Homeowners 01-WJXXXXX Date of Loss: March 15, Revdex.com File Number: XXXXXXXX Complainant: [redacted] Dear Ms [redacted] We are in receipt and have reviewed [redacted] ' complaint to your department submitted on March 24, Your complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] reported a claim to us on March 16, 2014, for water damage to his condominium/townhomeWe inspected his property on March 18, We found the water was coming in from another unitPayment for his covered (ensuing) damages less his $1,deductible was issued on March 26, Since we do not insure the responsible unit, we could not authorize a plumber to go into that unit We did alert the responsible unit's insurance carrier of the issue at hand and the need for a plumbing inspection In his complaint to you, he asked (Desired Resolution) for his rental income loss (Coverage D)Mr [redacted] has coverage up to $1,We issued the full $1,payment for Coverage D on March 27, He also requests a plumber (this was addressed above) and carpet repairs to "not look like a domino set"The carpet was found to be salvageableWe had the carpet tested and no contamination was presentWe approved payment for replacement of padding, cleaning and rely of the carpetWe have Mr [redacted] ' file open for recoveryWe will pursue all payments issued by AAA and will request Mr [redacted] ' deductible (on his behalf) be reimbursed as wellThis process can take 60-days, depending on how promptly the responsible unit's carrier acknowledges and processes our claim Mr [redacted] has also reported his claim to the Department of Insurance (DOI) for inquiryWe received the inquiry on April 2, We are in the process of respondingAs part of a DOI inquiry, a separate response to Mr [redacted] is requiredWe will be sending response out shortly to Mr [redacted] from our Claims Division Mr [redacted] ' comments concerning our service have been notedThe parties involved have been alerted 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 Relations Analyst CSAA Insurance Group, a AAA Insurer Corporate Office Phone Number: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On March 16th, when I opened the claim over the phone, I made sure to let the AAA Agent know that a swab sample of the drywall needed to be sent for testing The agent was [redacted] I mentioned to him via email (with copy to the supervisors bellow) that they commited a mistake by not taking a sample of the wet drywall upon DKS(Disaster Kleeners Specialist) visit I dont live in the house, as this is a Rental property, so I trusted that AAA was going to do the necessary investigative steps to remediate the loss Which were: -Take a swap sample of the wet drywall -Send a company to investigate the reason of the leak -Provide adequate follow up I DID not any of these steps, and was left to fend for myselfLost a lot of sleep and even weight I mentioned that several times to [redacted] and the entire AAA staff I had to talk to in order to recover the cost for my carpet besides all of the customer service issues I received They were: [redacted] ***, [redacted] and [redacted] What really happened was: -DKS never took a sample of the Wet Drywall, although [redacted] confirmed to me over the phone that they did, I challenged him several times about that and he never replyed to me -DKS vacummed and dried out the house for entire days (hours per day) staring March 16th early Sunday afternoon -Protera Labs came to take the swap test on Thursday March 20th on a dried out carpet which has been vaccummed basically every single day for days -Every day, as DKS were removing Drywall, they would finish up and VACCUMM the DRIED UP carpet -Since AAA never sent a company to investigate, my claim became delayed, and the $for Rental Income Loss did not actually cover the Rental Loss, which was actually $ -AAA sent a wrong letter with the loss of use for 5K (not 1K), also 100K for Medical Payments(wrong amount)They fixed the letter, but I ended up loosing money because I thought I was insured for more rental loss than 1K -The plummer came on site and removed my neighboors toilet, and mentioned on his report that there were several gaps on the toliet connection, besides that the toliet was inch off track I already submited AAA with the Official Plummer Report, taken from the inspector hired by the HOA Insurance (Travelers), the HOA already gave them a copy too Besides that report, I asked for a Free estimate from Rescue Rooter, and they also have the Official Report from the Investigation Resource(American Leak Detection) used by the HOA Insurance (Travellers) All of the reports list that the source of the Leak was the neighboors toilet For reference, this is what happened back in Feb, 2011, when the leak happened again: -AAA send a company called RMC (Restoration Management Company), and right after sent Proter Labs -Protera took a sample of the wet drywall and verifyed that the water was contaminated with intestinal bacteria (Interococous/E.Coli) -AAA Adjuster( [redacted] ***) send a company to investigage (Pipo Pros), and the report was the same as in 2014, the source was the same, TOILET -AAA paid for part of my carpet, and I eneded up having to put a cheaper carpet, and cover the other rooms on my own cost The report they have from Protera lists "Living room carpet", there is no mentioning of any Drywall The evidence is destroyed, and now they dont want to cover my loss I will wait for the reply from the Department of Insurance, and after that I will open a BAD FAITH lawsuit against AAA
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Contact Name and Title: [redacted] Insurance Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aaanwohio.com Ms [redacted] 's auto insurance is written with CSAA Insurance Group, a provider of AAA branded insuranceAAA Northwest Ohio is the Insurance Agency who sells products for them under the AAA Insurance brandHer dispute is directly with CSAA, the insurance company, and not with AAA Northwest OhioCSAA is an independent insurance company who handles all of their own billing under specified guidelines that are submitted, approved and regulated by the Ohio Department of InsuranceAAA of Northwest Ohio does not have any control over CSAA and their billing practices Specific to this complaint: The bill that started this incident was generated on 12/20/14, days prior to her 1/9/due dateMs [redacted] 's January payment was received two weeks lateOn 1/15/15, a cancellation notice was generated that notified the insured her payment was not received and that January's payment was due by 1/27/in order to continue to have auto insurance coverage with CSAAAn electronic check payment was posted at our South Branch on 1/24/to keep the cancellation from occurring Once the late payment was received, CSAA generated the February bill for Ms [redacted] 's auto insuranceThe bill in question was actually printed on 1/27/15, postmarked 1/29/and received by the insured 2/3/This bill was generated three days after the insured's January payment, which was two weeks late and posted 1/24/The company does not change the due date of its paymentsCSAA insurance policy payments are due on the date that coincides with the policy inception dateThe auto policy started 11/9/14, so her payment is always due on the 9th of the monthAs a courtesy to the insured, CSAA did withdrawal their cancellation notice with the posting of her January payment 1/24/15, but the February payment was still due on 2/9/The short notice is due to the fact her January bill was paid late and the bill was not generated until the January payment was received We are asking for this complaint against AAA of Northwest Ohio to be rescindedWe have attempted to contact Ms [redacted] for three days to no availIf Ms [redacted] has an issue with the day policy for billing, she would need to take that complaint directly to CSAA, her auto insurance providerTheir contact information is on all her policy documents and her billing statementsI am more than happy to provide the insured, or Revdex.com, with all the billing documents in questionThank you Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know my responsibilities for payment of the insuranceThe problem was that they did not mail out the bill early enough for me to pay it by mailI pay this bill by mail unless I am at the AAA officethe whole issue is that they need to ensure that they mail out the bill timely so that I receive it timelyThey are just skirting the issue with the response that they sent Final Business Response / [redacted] (4000, 20, 2015/03/06) */ March 6, Revdex.com, Inc [redacted] CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Dawn [redacted] Revdex.com File Number: XXXXXXXX Dear Ms***: We are in receipt and have reviewed [redacted] Dawn [redacted] 's rebuttal to your department submitted on February 9, and received by us on 3/3/Your complaint assignment has been referred to me for response In response to Ms [redacted] 's assertion that we did not mail her bill out early enough for her to pay for it in time, we are sorry she feels that way and we appreciate her feedbackIt is our position that our notifications were properly sent to her Thank your 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, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 13, 2014/10/09) */ Contact Name and Title: [redacted] Contact Phone: (XXX) XXX-XXXX Contact Email: [redacted] @goAAA.com AAA is currently working with the branch manager to resolve this issueWe will update the Revdex.com and the member as soon as we are able to resolve Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never heard from anyone from AAA Final Consumer Response / [redacted] (2000, 18, 2014/10/14) */ I just received a phone call from AAA spoke with ***He is taking care of everythingWe can close this case and disregard thisThank you Revdex.com!
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ June 8, Revdex.com, Inc Attn: [redacted] Complaint Case #: XXXXXXX Consumer: [redacted] Dear Ms***: Thank you for taking the time to contact us regarding [redacted] ' complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position We have added Ms [redacted] to our do not solicit list and provided her documents showing our Privacy Policy via mail which can also be found at: https://calstate.aaa.com/global/privacy-policyIt does take up to 6-weeks to be completely removed from all solicitations from AAA Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] AAA Northern California, Nevada, & Utah (XXX) XXX-XXXX [redacted] @goAAA.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I did receive the communication from AAA noted above in their response, it did not include a list of all the entities that they have shared my personal information with in the past yearI am entitled to this information as s CA resident and am repeating my initial request that they provide this information to me in writing Final Business Response / [redacted] (4000, 9, 2015/06/25) */ The following letter was mailed this morning certified mail to Ms [redacted] from AAA Legal Department: June 25, Ms [redacted] XXXXX Membership # XXXXXXXXXXXXXXXX Dear Ms [redacted] : Thank you for taking the time to contact us concerning AAA NCNU's information sharing practices California's "Shine the Light" law, Civil Code section 1798.83, requires certain businesses to respond to requests from California customers asking about the business's practices related to disclosing personal information to third parties for the third parties' direct marketing purposesAlternately, such businesses may have in place a policy not to disclose personal information of customers to third parties for the third parties' direct marketing purposes if the customer has exercised an option to opt-out of such information-sharingWe have such a policy in placeIf a customer elects to use the opt-out right, we will update his or her account to reflect this preference A copy of our Privacy Policy can be found on our website located at https://calstate.aaa.com/global/privacy-policyAs indicated in the Privacy Policy customers who wish to excise their opt-out right may contact our Privacy Policy Coordinator via postal mail or email as follows: VP, Legal & Compliance/Policy Coordinator American Automobile Association of Northern California, Nevada and Utah [redacted] Street, Ste [redacted] XXXXX https://calstate.aaa.com Thank you for the opportunity to share our policy with you Regards, _____________________________ [redacted] W [redacted] VP, Legal & Compliance/Privacy Policy Coordinator AAA Northern California, Nevada & Utah
Initial Business Response / [redacted] (1000, 10, 2014/12/23) */ December 23, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Re: Complainant: [redacted] and Joel [redacted] Revdex.com File Number: XXXXXXXX Dear Ms ***: We are in receipt and have reviewed [redacted] and [redacted] complaint to your department submitted on July 18, and received by us on December 10, Your complaint assignment has been referred to me for response We have reviewed our records and find that we originally responded to this complaint to the Revdex.com of Washington DC & Eastern Pennsylvania on 8/23/I have attached our original response for your reference 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 Business Response / [redacted] (1000, 5, 2014/02/20) */ Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: [redacted] Porter Re: Complainant: [redacted] Claim Number: 02-XMXXXXX Revdex.com File Number: XXXXXXXX Dear Ms [redacted] We are in receipt and have reviewed [redacted] Ting Ho's complaint to your department submitted on February 13, Your complaint assignment has been referred to me for response As requested, here is our positionMs [redacted] made a claim for over cell phones being stolen from herAs part of our investigation into this claim our claims representative, Ms [redacted] requested a statement regarding this lossMs [redacted] refused to answer many of the questions which we felt were pertinent to the claim and refused to provide us documentation which we needed to help us evaluate and process her claimMs [redacted] then called myself to advise she wanted her adjuster changed on this claim because they were rudeWhen I asked her if she could give me an example of how [redacted] was rude to her she could not give any example and again insisted that her adjuster be changedI advised her that we are continuing to investigate her claim and need her assistance and cooperationI advised her based on our conversation I did not feel it was appropriate to change the claim representative on her claim I did go over the claim with claim representative, Ms [redacted] who advised Ms [redacted] could not answer any of the basic questions to this loss and refused to cooperate with her request for the needed documents to process and evaluate her personal property claimWe have advised Ms [redacted] what we will need to process and evaluate her claim and are now waiting on her cooperation and response to our request 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 CSAA Insurance Group Phone Number: (XXX) XXX-XXXX Final Consumer Response / [redacted] (4200, 11, 2014/02/27) */ Hi Ms [redacted] Thank you for your responseThey still didn't explain my policy to me and were reluctant to explain why they need the information to investigate the case, for example, they need my sister cell phone number who live in Hong KongWhich I think is irrelvant to the caseAll they said in the response is that they cannot change adjuster and they didnt address the issue for meI do not think this matter has been resolvedPlease let me know what I can do Best Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2014/02/26) */ February 26, Revdex.com, Inc [redacted] Attn: [redacted] Re: Complainant: [redacted] Claim Number: [redacted] Revdex.com File Number: [redacted] Dear Ms [redacted] : We are in receipt of [redacted] **'s rebuttal to our response submitted to your department on February 24, Your complaint assignment has been referred to me for response We have reviewed Ms**'s complaint and found it unjustifiedAs a result Ms**'s request for a new adjuster is denied Therefore, in order for us to properly process and evaluate Ms**'s claim she will need to cooperate and respond to claim representative, Ms [redacted] requests Thank you for giving us the opportunity to address the consumer's concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/02/11) */ February 11, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] [redacted] Dear Mr***: We are in receipt and have reviewed [redacted] ***’s complaint to your department website submitted on January 29, I have confirmed that Mr***’s auto policy # [redacted] has been cancelled per his request back to October 23, At this time our records reflect that Mr [redacted] has an outstanding balance due for this account in the amount of $for coverage that was afforded to him from 10/23/to 10/23/ In an effort to clear up any confusion on this matter, we are mailing to Mr [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/policy term Thank you for giving us the opportunity to address the consumer’s concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted] Final Consumer Response / [redacted] (2000, 12, 2014/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The check for the amount was mailed out as I indicatedI respectfully request AAA to send me a written confirmation releasing me from further obligations from this case once my check is clearedI'm satisfied with the AAA response, so at this juncture, I will close out this caseThanks to everyone for cooperation and prompt reply Final Business Response / [redacted] (4000, 10, 2014/02/19) */ February 19, Revdex.com, Inc Attention: [redacted] Regarding: Revdex.com Case #: [redacted] Consumer: [redacted] Dear Ms [redacted] : We are in receipt and have reviewed [redacted] ***’s rebuttal to your department website submitted on February 12, In response to Mr***’s comments that he never received any billing for this amount, our records show that we originally mailed a bill to Mr [redacted] for $on 10/3/and subsequent bills were mailed after that date As stated in our original response we have mailed Mr [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/policy termThis was mailed to him on February 11, We would like to thank Mr [redacted] for mailing in a check for the amount duePlease be advised, that at this time we do not yet show receipt of this check for his auto policy # [redacted] so the amount is still showing outstanding Thank you for giving us the opportunity to address the consumer’s concernsIf you have any additional questions concerning this matter, please contact me at the number listed below Sincerely, [redacted] Policyholder Relations Analyst CSAA Insurance Group Phone Number: [redacted]
Initial Business Response / [redacted] (1000, 9, 2015/07/06) */ July 6, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attention: [redacted] Re: Revdex.com File Number: XXXXXXXX Complainant: [redacted] Our Claim Number: XXXX-XX-XXXX Dear Ms***: We are in receipt and have reviewed Mr [redacted] ***'s complaint to your departmentYour complaint assignment has been referred to me for response As requested, here is our position Mr [redacted] reported a two-car accident to our claims department on May 18, Mr [redacted] was driving his BMW 330IThe car sustained moderate-major damageMr [redacted] 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 [redacted] 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 [redacted] 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, [redacted] Policyholder [redacted] Analyst Corporate Office CSAA Insurance Group, a AAA Insurer Phone: (XXX) XXX XXXX
Initial Business Response / [redacted] (1000, 5, 2014/11/10) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @goAAA.com November 10, Revdex.com, Inc [redacted] CA XXXXX Attn: [redacted] *** Complaint Case #: XXXXXXXX Consumer: [redacted] Dear Ms***: 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 After researching Ms [redacted] 's case, she is correct; a statement should have been mailed to her when the payment wasn't collectedWe have reviewed this incident with the correct department to ensure this is an isolated event I have created a new Plus Membership account for [redacted] and [redacted] at no costThis Membership will renew on November 10, This information has been emailed to Ms [redacted] todayIf there are any further questions or concerns please do not hesitate to contact me directly Thank you for giving us an opportunity to clarify our position Sincerely, [redacted] Member Relations AAA Northern California, Nevada, & Utah (XXX) XXX-XXXX [redacted] @goAAA.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They responded with an apology and a year's free membershipThey promise to look into better communication between their departmentsI wish I could believe them, but they have not been very successful in convincing me so farI dropped their insurance (this case concerns their road service) about a year ago because of poor customer service and failure to inform me of major changes in my policy
Please be advised I wish to make a formal complaintI have been a member of AAA since In all that time I have used AAA maybe or times Today 12-26-at about 11:AM I placed a problem call requesting service tow out of a ditchI was initially told by Mr [redacted] no problem we will send a tow truck in about minutes After about an hour I called a 2nd time and again spoke to Mr [redacted] – requested a status updateMr [redacted] was very politeAfter about hours, I called a 3rd time – requesting a status The 3rd call answered by a sorority sister who told me I’m not covered because I’m in my drive wayI explained I was not in my drive wayI was at my Daughters new house miles from home She still insisted it does not matter you’re in a driveway I again reiterated my plight My daughter’s house is new construction up a hill off Friant Highway She said I was not coveredMy next question was why didn’t the 1st AAA person deny my call for a tow? My gripe is simpleI was lead to believe AAA would help tow me out of a ditch instead I wasted hours of daylight waiting in vain It seems your rules of what’s covered and what’s not are very subjective depending on who answers your requestI was asked for a location so I gave the address Had I said “Frontage road” or secondary rural road? I suppose I would have been coveredNote, at this point I see no value in continuing our relationshipAdditionally I do not wish to renew my membership
Final Consumer Response / [redacted] (2000, 11, 2016/01/14) */ AAA contacted me with the following message: "Thank you for contacting AAA. Your expiration date has been updated to [redacted] 2017 as a courtesy so you will have 12 months of coverage." I am pleased to be getting 12 months of coverage... since I did pay for 12 months of coverage. I am awaiting my new cards which should reflect the January 2017 date. For now, this has been settled. Should the cards arrive with the incorrect date, I will reopen this case. Thank you for your assistance. [redacted] E. [redacted]
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