Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ April 20, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: Yvette [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 April 8, Your complaint assignment has been referred to me for response A review of Ms [redacted] 's policies found the following: Personal Umbrella Policy #XXXXXXX cancelled effective 12/14/policy inceptionA refund check in the amount of $was issued to insured on 3/4/and shows cashed on 3/13/ Home Policy #HO-ZCXXXXXCancelation processed on 4/9/and policy cancelled effective 12/18/policy inceptionA refund check in the amount of $was issued to insured on 4/14/and shows cashed today 4/20/ We understand Ms [redacted] feels these policies were sold to her in error and would like to apologize for her experienceRest assured her concerns will be addressed with the appropriate parties and will be used to drive improved [redacted] experiences Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ April 6, 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 March 25, regarding his Home policy #HO-XXXXXXXYour complaint assignment has been referred to me for response Our records indicate that Mr [redacted] also submitted a complaint to the California Department of Insurance for this same matterAs a result, please be advised that we [redacted] 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] (2000, 7, 2015/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I guess the Department of Insurance can handle my complaint
Initial Business Response /* (1000, 5, 2015/09/04) */
September 4,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on September 2, regarding his auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
Our records indicate that Mr*** also submitted the same complaint to the Oklahoma Department of Insurance for this same matterAs a result, please be advised that we *** be resolving this issue through the Oklahoma Department of Insurance
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed CSAA's response to the Revdex.com, Incand the Oklahoma Insurance DepartmentI do not accept their response for the following reasons: They have performed some type of interpretation of the Oklahoma Vehicle and Registration Act that is not proper in my opinion
I agree that the cost of repairing my vehicle exceeds 60% of the fair market value of the vehicleHowever, this repair cost is not needed to make the vehicle safe to drive on Oklahoma Highways
They say in their response to the Oklahoma Insurance Department that Oklahoma requires a salvage title based on the settlement breakdown that was given to meThis statement is not true
Let once again give you what the Oklahoma Law says about a Salvaged Vehicle
OK State Title section "Salvaged vehicle means any vehicle that is within the last model years and which has been damaged by collision or other occurrence to the extent that the cost of repairing the vehicle FOR SAFE OPERATION ON THE HIGHWAY exceeds Percent of its fair market value." My car needs repairs to operated safely on the highway therefor I do not meet the definition of a salvaged vehicleThe law was intended to keep cars that were indeed unsafe from being on the highwayAgain my vehicle had no safety defects after the collisionI have provided copies of inspection reports from qualified repair shops to them that substantiate the safe driving condition of my vehicle and I obtained certified mail receipts for those documents
I *** just like for the Oklahoma Insurance Department to provide me some guidance on this issueI am not performing any type of interpretation of the Oklahoma LawI am taking the law for exactly what it saysI have a great amount of respect for the lawIf the Oklahoma Insurance Department informs me that the interpretation of the Oklahoma Law that is being performed by CSAA Insurance is proper then I *** consider resolving this issue
Final Business Response /* (4000, 9, 2015/09/24) */
September 24,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s rebuttal to your department submitted on September 17, regarding his auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
As stated in our previous response, Mr*** also submitted the same complaint to the Oklahoma Department of Insurance for this same matter and it is being reviewedAs a result, please be advised that we *** be resolving this issue through the Oklahoma Department of Insurance and consider the complaint with the Revdex.com closed
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@goAAA.com
December 12,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Complaint Case #: XXXXXXXX
Consumer: *** ***
Dear Ms***:
Thank you for taking the time to contact us regarding *** *** complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position
After researching Ms*** case, she is correct; her claim was denied because of the time it took for her to report the claims for a $reimbursement for windshield repair/replacement
I have issued a $reimbursement check as a goodwill gesture as requestedPlease allow up to 10-business days to receive the check in the mail
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
Member Relations
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com
April 15, Revdex.com, Inc*** *** *** ***
Oakland, CA Attn: *** *** Re: Complainant: *** *** Revdex.com File Number: *** Dear *** *** We are in receipt and have reviewed *** ***
complaint to your department submitted on April 8, Your complaint assignment has been referred to me for responseAt this time we would like to assure M** *** that we have added her and her address of *** * * *** *** ** *** to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailingsIn addition, we have informed our partner AAA Northern California, Nevada & Utah of her request and they have placed her on their Do Not Solicit list as wellThank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, *** *** Policyholder Relations Specialist CSAA Insurance Group Phone Number: 1***
AAA aka CSAA runs a bait and switchI have had my policy for almost a year, got married added my husband and his vehicle because when I called to run the quote on which would be better and more affordable AAA collect ALL my information and added him to the policy asked SPECIFICALLY how much my remaining balance was and monthly rate she gave me a SPECIFIC quote and I opted to continue doing business I received my (correctly increased) bill paid and now the following month I received a bill $MORE than what I was originally quoted on being charged forI spoke with an incredibly unprofessional manger who claimed to pull the phone call ADMITTED the agent "misquoted" me the time frame and there for the wrong rateREFUSED to correct the error and give me the correct rateIt is legally called a BAIT AND SWITCHI asked the manager to refund my money and cancel the policy to which she retorted a $charge and would only receive a partial refundUnacceptable on every levelI will NEVER do business with AAA again and will make sure that anyone I know who currently has AAA will not renew policies**Update** She called me back and fully admitted I was quoted the wrong rate, they would be happy to waive my cancellation fee
Initial Business Response /* (1000, 5, 2014/10/23) */
June 24,
Revdex.com, Inc
*** *** Suite ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are
in receipt and have reviewed *** ***'s complaint to your department submitted on October 17, Your complaint assignment has been referred to me for response
Mr*** will receive his payment in a timely manner, and in accordance with the Company's regular practice and its Cash Balance planAll benefits from the plan are disbursed at the end of the month following the benefit commencement dateMr***'s benefit commencement date is November 1, 2014, and thus his payment will be disbursed on or about November 28, This was clearly explained to Mr*** on several occasions prior to his request for payout
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The date was not explained to meWhen I called I was told I had to wait days to get the paperworkDespite my timely request, I didn't get the paperwork for approximately daysI filled it out the same day and incurred an expense to express mail it backThe forms were received prior to the first of OctoberThere is no reason why it takes a total of months to get a payout
Despite AAA's assertion, I was never advised the payout would occur at the end of NovemberIn fact, the paperwork I received indicates a November 1, dateNowhere does it explain it would be the end of the month
The policy plan description states: "as soon as administratively possible"months is not prompt payment of funds that are due to me
I just want the check so that I can move on with my life until I have to deal with this all over again for a menial pension benefit
It is also noteworthy that almost immediately after filing this complaint, they locked my access so that I could no longer see that account to track any progress
CSAA needs to comply with the written contract and just release the funds
Final Consumer Response /* (4200, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never requested a November payment dateThat was the date that CSAA arbitrarily pickedIn addition, nowhere in that paperwork does it say the payment is made at the end of the month following the commencement dateEvery time I inquire, it seems the answer changesI am also confused on whether the payment will actually be made on the 28th of November as this is a company holiday
CSAA engaged in deceptive practices by giving me a benefits guide that gives the appearance that payment can't be made for days, but in actuality it is closer to daysMaybe they should consider revising the language in their manuals to more accurately reflect the payout process
I would be happy to prove the manual and summary plan description upon request showing the conflicting informationThe Plan description states as soon as administratively possible while the benefits guide says days
Final Business Response /* (4000, 14, 2014/11/25) */
November 25,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s 2nd rebuttal to your departmentYour complaint assignment has been referred to me for response
Mr*** is set for payment of his cash balance retirement benefit in NovemberThe company's pension trust issued all retirement payments scheduled for November on Monday, November 24, Mr*** has a lump sum payment that will be paid by check and that check was issued by Mellon Bank of New York on that date and is being sent by U.SMail to his address on file
Sincerely,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/10) */
Our records indicate that on June 23, 2015, you received a quote from Ms*** whereupon after agreeing to the quotations, you made a down payment of $to establish the policy with an effective date of June 24,
Unfortunately, after the policy was bound, you experienced a delay in receiving your policy documentsYou attempted to contact us several times inquiring about your automobile policy and your calls were not returned in a timely mannerPlease allow us to assure you that these delays do not meet our corporate standards as we strive to provide our members and insureds with products and service of the highest possible quality at all timesMr***, Business Development Manager, advised that on July 14, 2015, he and Mr***, Insurance Business Manager, attempted to contact you to address your concerns and to respond to your initial letter but were unsuccessfulAs of today, August 7, 2015, since neither has received your returned phone call, it was to their understanding that your concern had been resolvedSince you decided to remain with your current insurance provider, we have cancelled your policy back to the date of inception, June 24, 2015, resulting in the full refund amount of $being issued on July 23, and per our records, the refund check (#XXXXXXX) was cashed on July 30, Nevertheless, we appreciate you bringing this issue to our attention as it allows us to review our internal processes and improve overall *** serviceShould you have any questions, please contact Mr***, Insurance Business Manager, in our Direct Sales organization directly at X-XXX-XXX-XXXX extXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
X-XXXX
Sent via email:
*** ***
It has been settled with AAA auto insuranceThank you
I can do all things through *** who strengthens me Phil.4:
Dr *** *** PhD
RNP,MSN,MBA
March 17, Revdex.com, Inc*** *** *** ***Oakland, ** ***Attn: *** ***Re: Complainant: *** *** ***Revdex.com File Number: ***Dear Mr***:We are in receipt and have reviewed *** *** ***'s
complaint to your department submitted on March 14, Your complaint assignment has been referred to me for responseOur records reflect that Ms*** *** had both a renter's policy with us and an auto policyFollowing please find the status for each policy:Home Policy #***This policy was effective from 5/22/to 8/22/The policy cancelled due to non-payment of premium on 8/22/At this time our records reflect that Ms*** *** has an outstanding balance due for this account in the amount of $for coverage that was provided to her through 8/22/14.Auto Policy #CAAS***This policy cancelled effective 9/4/due to non-payment of premiumThis policy renewed on May 22nd of each year.One vehicle and two drivers were insured on the policyWe rated the policy based on *** ***'s driving history as per our underwriting guidelines if there are more drivers than vehicles on a policy we rate the driver with the highest risk of exposure.Insurance policy premium is only increased at policy renewal.For the 5/22/14-5/22/policy term the annual policy premium was $1,and reflected one point for *** *** due to a 5/3/speeding ticket, conviction date 8/6/Jason was receiving the good driver discount.The annual premium increased to $2,at policy renewal on 5/22/for the 5/22/15-5/22/policy termThe premium increase was due to *** *** showing two Driver Safety Record (DSR) points and the loss of the good driver discount due to the additional pointThe additional point for *** *** was the result of a speeding violation dated 7/26/conviction date 12/19/At this time our records reflect that there is an outstanding balance due on this account in the amount of $for insurance premium for coverage that was provided through 9/4/15.Our records do show that Ms*** *** did experience a claim loss on 7/17/However this accident was coded non-fault and therefore did not impact her auto policy insurance premium with us.We are sorry to hear of her difficulty with her AAA MembershipIf Ms*** *** is still experiencing issues with her AAA Membership that is obtained through AAA Northern California, Nevada and Utah Club which is separate company and therefore her concerns would need to be addressed with them directly.Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely,*** ***Policyholder Relations SpecialistCSAA Insurance GroupPhone Number: 1-855***
Initial Business Response /* (1000, 11, 2014/12/24) */
December 22,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attention: Yvette Green
Re: Insured *** ** ** ***
Our Auto Policy Number: XXXXXXXXX
Revdex.com File Number:
XXXXXXXX
Complainant: *** ** ** ***
Dear Ms***:
We are in receipt and have reviewed *** ** ** *** complaint to your department submitted on November 13, Your complaint assignment has been referred to me for response
As requested, here is our position
Our records indicate our Auto Claims Department opened a claim directly from Ms*** on August 9, She indicated to us the two-car accident (parking lot) was not her fault and she would be securing compensation from the responsible party's insurance carrierThe other party made claim to us that Ms** ** *** was responsible for the accidentWe did a complete investigation and based on our investigation including a review of statements and photographs of vehicles, we accepted liability for the loss and paid for the damages to the other party's vehicleHowever, our records indicate we recorded the incident as non-fault to the policy
Ms***'s policy with us states the following:
PART A - LIABLITY COVERAGE
INSURING AGREEMENT
AWe will pay damages for "bodily injury" or "property damage" for which any "insured"
becomes legally responsible because of an
auto accidentDamages include prejudgment
interest awarded against the "insured"We will settle or defend, as we consider appropriate, any claim or suit asking for these damagesIn addition to our limit of liability, we will pay all defense costs we incurOur duty to settle or defend ends when our limit of liability for this coverage has been exhaustedWe have no duty to defend any suit or settle any claim for "bodily injury" or "property damage" not covered under this policy
In her complaint to you, she requested removal of the August 8, incident from her recordUnfortunately, we cannot honor Ms** ** *** requestWe processed her claim in compliance with our (contract) policy with her
If Ms** ** *** feels this issue has been handled improperly, she can present an inquiry to the State Department of Banking and Insurance Consumer Inquiry and Response Center, PO Box *** *** *** *** XXXXX-XXXX, Phone Number: (XXX) XXX-XXXX
Should you have any questions or require any additional information, please do not hesitate to contact me at the number listed below
Sincerely,
*** ***
Policyholder Relations Analyst
Policyholder Relations and Resolution
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/05/29) */
May 29,
Revdex.com, Inc
*** *** *** ***
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed *** ***'s complaint to your department submitted on May 17, Your complaint assignment has been referred to me for response
As requested, here is our positionWe were notified of a loss involving our Insured, *** *** and an unidentified 3rd party vehicle on May 30, At the notice of loss, Mr*** advised that he rear-ended the vehicle ahead of him, due to the other vehicle having abruptly stoppedThis was reported to us as an in-line rear-end collisionPhysical damage of Mr***'s vehicle supports the version of account provided by Mr***Mr*** contends that he is not at fault for the loss due to the other vehicle having given no warningHowever, California Vehicle Code does not support his assertionCalifornia Vehicle Code XXXXX dictates that The driver of a motor vehicle shall not follow another vehicle more closely than is reasonable and prudent, having due regard for the speed of such vehicle and the traffic upon, and the condition of, the roadwayHad Mr*** exercised compliance with the vehicle code, the loss would have been avoidable
Mr*** was verbally advised of the fault determination and potential impact on May 30, Mr*** was verbally advised we would file the SR-on his behalf to comply with California Financial Responsibility lawsSubsequently, we notified Mr*** in writing in correspondence dated May 31, of the liability determinationWe also filed the SR-form
As you may be aware, California law requires insurers to determine who is at fault in an accidentWe base our decision on investigation and applicable vehicle codesWe appreciate Mr***'s frustration over having been found to be at fault for the lossHowever, his allegation of fraud and misrepresentation is unfoundedWe have not publically tarnished his reputation as alleged; nor have we violated terms of coverage or policy contract as allegedThis claim was handled in complete compliance with Department of Insurance standards and California law
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext#XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/05/30) */
Revdex.com / To Whom it may concern:
AAA states "California Vehicle Code does not support his assertionCalifornia Vehicle Code XXXXX dictates that The driver of a motor vehicle shall not follow another vehicle more closely than is reasonable and prudent" and "Mr*** was verbally advised of the fault determination and potential impact on May 30, Mr*** was verbally advised we would file the SR-on his behalf to comply with California Financial Responsibility lawsSubsequently, we notified Mr*** in writing in correspondence dated May 31, of the liability determinationWe also filed the SR-form"
It is asserted that I was operating my car unsafely by AAA without any evidence to support such a claimIt is known, or should be known, to AAA that it has been determined by various courts the impacting the rear of a vehicle does not immediately prove fault by the trailing driver/operatorAAA is not in the position to render a legal finding of fault on my part or even offer an opinion that is contrary to my report without proper substantiation
AAA never advised me of their intention, nor did it obtain my consent, to file of an SR-on my behalf stating I was at fault, nor did I receive any written correspondence regarding this as they claimHad I been informed of the intent of AAA to file a report I would have taken action to prevent itAAA is, and has been, aware of my report stating I was not at fault at the onset of this matter
AAA admits, in part, that they did as I claimed and reported fault to DMV and subsequently raised my rates billing more than double for further coverageThis action by AAA was taken in bad faith further this action tarnishes my reputation and causes financial harm, as well as extorts payment from me at this rate due to the SR-filing by AAA as a new policy with another carrier would be at a even higher rate of payment because of the actions of AAA
As I reported to AAA, the driver of the responsible vehicle left the scene, has not made any claims for recovery nor reported the accident in anywayThis supports my report and demonstrates AAA has no basis for its position of fault on my partIf I were at fault the driver would have filed a claim and/or complaint with the proper authoritiesI contacted DMV just before filing this complaint and it reported AAA was the source of the report of fault
No party at AAA can attest as a witness to support its claim of fault on my part, nor has it produced any evidence to support its claim
In the absence of evidence to the contrary, AAA has no justifiable reason to hold the position it has taken and clearly demonstrates that its position is merely for financial gain at my expense
It is a crime to act fraudulently for profitIf they do not provide evidence to support the claim made against me or withdraw the report of fault made by AAA, I will file a complaint with the appropriate County and/or State authorities in addition to this complaint
Thank you for your assistance in this matter,
*** ***
Final Business Response /* (4000, 12, 2014/06/09) */
June 6,
Revdex.com, Inc
*** *** *** ***
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt of and have reviewed *** ***'s second response rebuttal received by your department submitted on June 4, Your complaint assignment has been referred to me for response
We have previously responded twice to Mr***'s complaint and rebuttalWe have demonstrated that his allegations of claims mishandling and unfair premium surcharge are without meritThe claim and subsequent policy premium surcharge were handled in full Department of Insurance (DOI) compliance and California Law
We recognize that Mr*** is not satisfied with our decisionHowever, our position is unchangedWe will continue to maintain compliance with DOI standards and California Law
As previously stated, we verbally advised Mr*** of the fault determination and potential premium impactAdditionally, we mailed confirmation of our decision in a letter dated May 31, to Mr***'s address of recordI have confirmed that the address to which this letter was mailed exactly corresponds to the address included in Mr***'s Revdex.com complaintWe have no obligation to ensure that Mr*** reads our correspondenceHowever, as a courtesy to Mr*** I have mailed a copy of the original letter to Mr***
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext#XXXXXXX
Final Consumer Response /* (4200, 16, 2014/06/12) */
This is the second time this carrier, CSAA, attributed fault to my actions when I believed the circumstances clearly demonstrated that I was not at faultIn an earlier claim, 02-1HO951-4, in 2012, I was found at fault by the carrier for damage caused by a road hazardThere is commonly road hazards in my area due to the extent of hauling loads on the freeway in my areaOn this occasion I was unable to leave the lane safely without endangering others however the carrier still found me at fault for circumstances beyond my control
Clearly in this case if I had damaged another vehicle and the driver knew I was at fault the driver/owner would have sought compensation and conversely if the other driver knew they were at fault they would not seek compensation but rather might try to avoid liability if possibleIn this instance the driver left the scene and did not provide the required information for me to pass ** to the carrier which gives my report validity
The carrier, CSAA, saw this as another opportunity to profit from my unfortunate experiences and acted accordinglyClearly particularly with the earlier claim it is clear that I was not at faultI have taken three drivers safely courses due to my employment with the State of California as a courier and have logged well over miles a week in that capacity for several years and I am a seasoned driver if I say that I was not "at fault" and did nothing wrong that endangered others I have every reason to believe that to be trueCSAA does not refute that they have no evidence of fault on my part but rather CSAA demonstrates that they are in control of the reporting process and have ever intention of using this to their advantageClearly they are acting in bad faith and my complaint is completely warranted
Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamissouri.com
This consumer's complaint is not against AAA Automobile Club of MISSOURIHe resides in Nevada and is not a *** of the
Missouri AAAHe should contact the AAA Club and Revdex.com in his residing state
Please remove this complaint from our recordsThank you
Final Business Response /* (1000, 14, 2015/11/30) */
Contact Name and Title: *** **
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@goAAA.com
November 30,
Revdex.com, Inc
Broadway Suite
Oakland, CA XXXXX
Attn: Ms*** ***
RE: Case #: Revdex.com CASE#: *** - *** *** ***
Dear Ms***
Thank you for taking the time to contact us regarding *** ***'s complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position
We have contacted Mr*** and addressed his concern to his satisfaction
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** *** - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
***@goAAA.com
AAA roadside assistant is very poorEither the system they have in place does not allow them to dispatch their tow truck or help out asap or the dispatcher does not have enough training so they are confused which one to dispatchMy first horrible experienced was when my car battery died in and had to wait hours + to get someone out to find us in San Jose Salvation Army parking lotMy dad and I waited 1/hour so I thought it was too long from the hour they mentioned and they said the tow truck pass by and couldnt find us so they had to dispatch another tow truckWe waited another min so the 2nd tow arrived on time and found usToday 12/31/we got locked out of our cars Daly City and needed a locksmith to drop by to help us opened the doorIt's degrees outside and we waited minutes in the freezing weatherI thought that was too long to what they said and ran inside to a closest store to get out of the freezing cold to call back AAA emergency numberThe agent said the 1st dispatch tow truck was without the proper tools so they have to send out another towAgain this time we had to wait another minute to have the tow truck with the correct tools to come to us for helpI am with AAA Insurance for over years and by far this is one of the most horrible experienced and the last was bad having to wait long for assistantI am thinking I may need to move to other roadside options from AAA membership or the Insurance company altogether since they may not be competent enough to accommodate our emergency request
Initial Business Response /* (1000, 5, 2014/11/12) */
November 11,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: 01-VCXXXX-X
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint submitted by her son *** *** to your department on November 6, Your complaint assignment has been referred to me for response
As requested, here is our position
The claim does indeed involve a fire that started in a neighboring apartmentWe paid the full policy limit for Loss of Use in the amount of $We paid the full policy limit for personal property in the amount of $
Upon hearing that Ms***'s property was returned by Royalty Restoration in an unacceptable condition, we sent out a Field Homeowner Specialist and another restoration company, Restoration Management Company, to estimate the cost to properly clean the items that were not properly cleaned by Royalty RestorationThe estimate provided by Restoration Management Company was $Ms*** did not wish to use Restoration Management for the cleaningWe issued payment to Ms*** immediatelyThis payment was above and beyond the policy limits
Lastly, we informed Ms*** that if she identifies any damaged property, not considered in the estimate by Restoration Management, to let us know so that we may rectify any unresolved issuesNo additional information has been provided by Ms*** at this time
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Homeowner Claims Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX extXXXXXXX
Initial Business Response /* (1000, 5, 2015/04/20) */
April 20,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in
receipt and have reviewed *** ***'s complaint to your department submitted on April 15, Your complaint assignment has been referred to me for responseMs*** also posted on Facebook with this same concern
I called and spoke to Ms*** today in regards to the matter and explained that her policy renews July 2nd of each yearThe automobile insurance policy that AAA provides is an annual policy, not a monthly or quarterly service policyAs such, the only way for a policyholder to avoid an installment fee is to pay the entire policy premium at policy renewal
Currently Ms*** is set up on a quarterly payment plan with policy payments scheduled to be drafted automatically from her account on each quarterly due datePolicyholders that are set up on an automatic payment mode are charged a $installment feePolicyholders who are not set up on an automatic payment plan and chose to receive a paper invoice and pay by check or credit card are charged a $installment fee
Ms***'s most recent quarterly payment was due and drafted from her account on 4/2/When Ms*** called into our service center on 4/15/she requested that we cancel the payment drafted on 4/2/so she could send in a check to avoid the $feeIf we had cancelled the payment already drafted on 4/2/Ms***'s policy would have automatically gone into cancellation as payment would have been past dueIn addition, sending in a check would not have avoided the $installment fee and may have resulted in a $installment fee being charged instead
We sincerely apologize if our service representative did not properly explain this Ms***In an effort to restore her confidence with AAA we have waived her most recent $installment fee as a good will gesture and as compensation for all of the inconvenience she may have experiencedThis will be reflected in the next billing cycle
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,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
completely satisfied with the outcome - I misunderstood the charge, my error
Initial Business Response /* (1000, 5, 2015/10/28) */
October 28,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms
***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on October 19, Your complaint assignment has been referred to me for response
I would like to confirm that Ms***'s auto policy #CAASXXXXXXXXX has now been cancelled effective April 30, the day she obtained coverage with another carrierThe policy cancellation resulted in a premium refund due in the amount of $A refund check for $will be mailed out to Ms*** within the next ten business days
In addition, we have notified Transworld Systems, Incto stop all collection actions and confirmed that no negative reporting to any credit bureau has or will be submitted
We understand Ms*** is not happy with her recent experience and are sorry that we fell short of her expectations of service in this scenarioWe apologize for any inconveniences these recent experiences may have caused her
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2015/11/02) */
Please Reference Previous Complaint Filed:
Revdex.com File Number: XXXXXXXX
CSAA wrongfully sent my account to collections
We resolved the collections issue, via Revdex.com complaint: XXXXXXXX(pls see below)
AAA then REINSTATED my insurance with their company and sent me a letter to that effect, dated 10/26/
I have no desire to do business with CSSA
Would you please ensure I have no active policy with CSAA
October 28,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on October 19, Your complaint assignment has been referred to me for response
I would like to confirm that Ms***'s auto policy #CAASXXXXXXXXX has now been cancelled effective April 30, the day she obtained coverage with another carrierThe policy cancellation resulted in a premium refund due in the amount of $A refund check for $will be mailed out to Ms*** within the next ten business days
In addition, we have notified Transworld Systems, Incto stop all collection actions and confirmed that no negative reporting to any credit bureau has or will be submitted
We understand Ms*** is not happy with her recent experience and are sorry that we fell short of her expectations of service in this scenarioWe apologize for any inconveniences these recent experiences may have caused her
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Please ensure I have no active policy with CSAA
Please send me a letter to that effect
Final Business Response /* (4000, 13, 2015/11/06) */
November 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s rebuttal to your department submitted on November 2, Your complaint assignment has been referred to me for response
Ms*** is correct she did receive a reinstatement notice on October 28, for her auto policy with us and we apologize for the confusion this may have causedThis notice was system generated and should not have been sent
Ms***'s auto policy had originally been cancelled effective June 12, due to nonpaymentMs*** provided documentation to us of other insuranceSince Ms***'s policy was already showing cancelled, in order for us to cancel her policy back to April 30, 2015, we first had to reinstate her policy so that we could go back and cancel it effective April 30, which is why she received the reinstatement notice on October 28th
I would like to again confirm that Ms***'s auto policy #CAASXXXXXXXXX is cancelled effective April 30, the day she obtained coverage with another carrier
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/06) */
August 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt
and have reviewed *** ***'s complaint to your department submitted on July 22, Your complaint assignment has been referred to me for response
Our records do show that we removed the BMW from her policy effective back to 5/16/per her requestRecords reflect that the Toyota was added to her policy back on 1/21/The reason Ms***'s premium increased at her July renewal was due to the fact that at policy renewal she was showing two Driver Safety Points which resulted in the loss of her good driver discountIn addition, the Toyota is a more costly vehicle to insure and when Ms*** removed the BMW she lost the multi-vehicle discount which is approximately 20%Those factors combined resulted in an increase in premium at policy renewal even though she had one less car to insure
Ms*** has indicated that the points associated with the claims should not be charged to her as her relatives were responsible for each claim lossWe have investigated the matter and it was determined Ms***'s parents should have been listed at fault for the two claims that were reportedAs a result, we have removed the points back to 7/21/when we first started charging Ms*** these points
Ms***'s policy premium has been appropriately credited and a refund in the amount of $has been mailed to herIn additional her annual premium for the new policy term has been reduced as well
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
8-12-
Sent via email from consumer:
*** ***
Hi ***,
Thanks for following upThe points still appear to be on the Lexis Nexis reportingI was trying to shop around other auto insurance companies*** the auto insurance companies looked into my record, they said the points were still thereI understand that the Lexis Nexis reporting takes some time to update, but I wanted to be sure that CSAA removed the points from my record before I close this case
Also, the latest policy statement I received from CSAA last week shows I have a prior term balance of $I asked my agent, *** ***, where this amount was coming from and I haven't heard backI also haven't received the $credit that is owed to me (the amount I paid to cover May 2015- July for the BMWI transferred ownership in May)
So there's a couple of outstanding issues here that need to be addressed before I can close the Revdex.com case
Final Business Response /* (4000, 20, 2015/10/19) */
October 19,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed ***'s rebuttal to your department submitted on October 7, regarding auto policy #CAASXXXXXXXXX
Our records indicate that Ms*** has also submitted the same complaint and concerns to the California Department of InsuranceAs a result, please be advised that we will be resolving all concerns related to this issue through the California Department of Insurance
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 22, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in receipt of money that I paid for AAA membershipsI should only be paying for membership
I had an existing Plus membership with AAASomehow, AAA added another membership (Classic membership) to my account in February 2015, so I feel like I overpaid
Initial Business Response /* (1000, 5, 2014/10/30) */
October 30,
Revdex.com, Inc
Attention: *** ***
*** *** *** ***
Oakland, CA XXXXX
Regarding: Revdex.com Case #:XXXXXXXX
Consumer: *** ***
*** E*** ***
*** **
XXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department website submitted on October 14,
Ms*** has a six month policy term with us and has since 1/30/policy inceptionCurrently she is set up on quarterly payment mode which means she would pay her policy twice every six monthsWe send out a policy declaration to her every six months which indicates her coverage and the policy term as well
We reviewed the calls in questionOur records show that Ms*** called us twice on 9/24/During Ms***'s first call, she inquired about the cost of insurance if she were to add on a *** *** *** During this call our service representative provided four different quotes to Ms*** as coverages and options were being discussedAfter listening to that call we did find that our service representative did say that Ms***'s policy would increase every six months by the correct amount however when our representative attempted to do the math for the monthly increase she calculated the monthly amount incorrectly
We received a second call on 9/24/when Ms*** was actually adding on the *** *** *** to her vehicleOn that call our service representative did say that Ms***'s policy would increase by $every six monthsThere was no mention of the monthly amount during that call
Given the fact that our service representative did calculate the monthly cost incorrectly during the quoting process a decision was made to honor the monthly quote for the current policy term and as a result, we have credited Ms***'s policy $this policy term
Ms*** has requested that we do not increase her policy at policy renewal to the correct premium amountWhile we are sorry for any miscommunication that may have been provided to Ms*** during the quoting process we will not be able to accommodate her request
Our premium calculation practices are regulated by the Oklahoma Department of Insurance and therefore, we must adhere to and rate her policy based on the vehicle, coverages and drivers listed on the policyAll policies are subject to premium changes/increases at policy renewalSubsequently, at Ms***'s next renewal, her policy will be charged the correct premium based on the vehicle, coverages and drivers on her policy at that time
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,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
CSAA's insured hit our non-moving car in a parking lot CSAA's insured admittd they did not see us, but heard someone honking but continued to backup anywayAs a result of backing out of a parking spot and not paying attention to someone who was honking to warn them, they hit a non moving vehice
CSAA is claiming a 50% fault When contacted as to how a non-moving vehicle is at 50% fault, CSAA said after reviewing the fact that is thier conclusionThere are no facts to support such a conclusion, our insurance found no fault When pressed CSAA adjuster *** claimed our insured "offered" the 50% dealwhich out insurance company did not and clearly communicated they did not CSAA adjuster is lying and making decisions contrary to facts of the case and evidence presentedHow can a non-moving vehicle be 50% at fault? Not only did he lie about our insurance company offering to take 50% blame, his letters are dated worng as wellNegligent claim handling in my opinion
This incident happened in November, My partner and I found ourselves in a situation where our car did not start (turns out a connector piece to the starter was corroded)We were stuck on a Sunday night unfortunately without membership with AAA or other roadside assistance groupWe called AAA initially who said because we didn't have the membership, that the # we called couldn't help us out (understandable), but that we could try a different # that's also connected to AAA called Road Service On DemandThe person at Road Service On Demand that we spoke to said that we needed to fill out an online form to make our request and establish an incident # and that no, we could not issue an incident # verbally with her (thank goodness we had smart phones with internet with us at the time)Once we established an issue # online, we were able to work with Road Service On Demand to request a tow truck would tow us to a mechanic that was an approved AAA shopThe tow truck driver came and we rode with him to the mechanic shop where he left our car parked in front of the closed garage on the side of the streetWe asked him what we were supposed to do to communicate with the mechanic at this AAA-approved shop and he indicated that we leave our key and a note in the box outside the mechanic shop and that way it wouldn't be a problem to leave it in front of their garageThe next morning, we called the mechanic shop who let us know they'd received our note and moved the car but that we'd received a street cleaning ticket for having our car parked on the side of the road before their shop opened upAs it was not our fault that we were towed to a location with street cleaning, we attempted to request compensation from AAA for the $street cleaning ticketOver a month's time we had multiple conversations and phone calls with the mechanic shop (who said AAA usually calls them to open up the garage), the tow truck company (who said they just bring cars to where they're told by AAA), and AAA (who said they'd figure out what to do for us in 7-business days if the mechanic and tow truck companies would not reimburse us, but AAA did not return our call within 7-business days and we had to call them back)We asked for compensation because AAA did not communicate properly with its AAA-approved mechanic which left us with no other option but to leave the car where the tow truck driver put itWe would have been satisfied if AAA negotiated some sort of compensation, but the most recent call that we heard back today was from an agent who told me that we, the owners of the car, were responsible for parking in a street cleaning zone because the tow truck driver claims we instructed him to do soThis is inaccurateInstead of assistance, we received unjustified blame and a waste of timeWe are very dissatisfied with this service and would not recommend AAA to anyone
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ April 20, Revdex.com, Inc Broadway, Suite Oakland, CA XXXXX Attn: Yvette [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 April 8, Your complaint assignment has been referred to me for response A review of Ms [redacted] 's policies found the following: Personal Umbrella Policy #XXXXXXX cancelled effective 12/14/policy inceptionA refund check in the amount of $was issued to insured on 3/4/and shows cashed on 3/13/ Home Policy #HO-ZCXXXXXCancelation processed on 4/9/and policy cancelled effective 12/18/policy inceptionA refund check in the amount of $was issued to insured on 4/14/and shows cashed today 4/20/ We understand Ms [redacted] feels these policies were sold to her in error and would like to apologize for her experienceRest assured her concerns will be addressed with the appropriate parties and will be used to drive improved [redacted] experiences Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below Sincerely, [redacted] Policyholder [redacted] Analyst CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ April 6, 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 March 25, regarding his Home policy #HO-XXXXXXXYour complaint assignment has been referred to me for response Our records indicate that Mr [redacted] also submitted a complaint to the California Department of Insurance for this same matterAs a result, please be advised that we [redacted] 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] (2000, 7, 2015/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I guess the Department of Insurance can handle my complaint
Initial Business Response /* (1000, 5, 2015/09/04) */
September 4,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on September 2, regarding his auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
Our records indicate that Mr*** also submitted the same complaint to the Oklahoma Department of Insurance for this same matterAs a result, please be advised that we *** be resolving this issue through the Oklahoma Department of Insurance
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed CSAA's response to the Revdex.com, Incand the Oklahoma Insurance DepartmentI do not accept their response for the following reasons: They have performed some type of interpretation of the Oklahoma Vehicle and Registration Act that is not proper in my opinion
I agree that the cost of repairing my vehicle exceeds 60% of the fair market value of the vehicleHowever, this repair cost is not needed to make the vehicle safe to drive on Oklahoma Highways
They say in their response to the Oklahoma Insurance Department that Oklahoma requires a salvage title based on the settlement breakdown that was given to meThis statement is not true
Let once again give you what the Oklahoma Law says about a Salvaged Vehicle
OK State Title section "Salvaged vehicle means any vehicle that is within the last model years and which has been damaged by collision or other occurrence to the extent that the cost of repairing the vehicle FOR SAFE OPERATION ON THE HIGHWAY exceeds Percent of its fair market value." My car needs repairs to operated safely on the highway therefor I do not meet the definition of a salvaged vehicleThe law was intended to keep cars that were indeed unsafe from being on the highwayAgain my vehicle had no safety defects after the collisionI have provided copies of inspection reports from qualified repair shops to them that substantiate the safe driving condition of my vehicle and I obtained certified mail receipts for those documents
I *** just like for the Oklahoma Insurance Department to provide me some guidance on this issueI am not performing any type of interpretation of the Oklahoma LawI am taking the law for exactly what it saysI have a great amount of respect for the lawIf the Oklahoma Insurance Department informs me that the interpretation of the Oklahoma Law that is being performed by CSAA Insurance is proper then I *** consider resolving this issue
Final Business Response /* (4000, 9, 2015/09/24) */
September 24,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s rebuttal to your department submitted on September 17, regarding his auto claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
As stated in our previous response, Mr*** also submitted the same complaint to the Oklahoma Department of Insurance for this same matter and it is being reviewedAs a result, please be advised that we *** be resolving this issue through the Oklahoma Department of Insurance and consider the complaint with the Revdex.com closed
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@goAAA.com
December 12,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Complaint Case #: XXXXXXXX
Consumer: *** ***
Dear Ms***:
Thank you for taking the time to contact us regarding *** *** complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position
After researching Ms*** case, she is correct; her claim was denied because of the time it took for her to report the claims for a $reimbursement for windshield repair/replacement
I have issued a $reimbursement check as a goodwill gesture as requestedPlease allow up to 10-business days to receive the check in the mail
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
Member Relations
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com
April 15, Revdex.com, Inc*** *** *** ***
Oakland, CA Attn: *** *** Re: Complainant: *** *** Revdex.com File Number: *** Dear *** *** We are in receipt and have reviewed *** ***
complaint to your department submitted on April 8, Your complaint assignment has been referred to me for responseAt this time we would like to assure M** *** that we have added her and her address of *** * * *** *** ** *** to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailingsIn addition, we have informed our partner AAA Northern California, Nevada & Utah of her request and they have placed her on their Do Not Solicit list as wellThank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, *** *** Policyholder Relations Specialist CSAA Insurance Group Phone Number: 1***
AAA aka CSAA runs a bait and switchI have had my policy for almost a year, got married added my husband and his vehicle because when I called to run the quote on which would be better and more affordable AAA collect ALL my information and added him to the policy asked SPECIFICALLY how much my remaining balance was and monthly rate she gave me a SPECIFIC quote and I opted to continue doing business I received my (correctly increased) bill paid and now the following month I received a bill $MORE than what I was originally quoted on being charged forI spoke with an incredibly unprofessional manger who claimed to pull the phone call ADMITTED the agent "misquoted" me the time frame and there for the wrong rateREFUSED to correct the error and give me the correct rateIt is legally called a BAIT AND SWITCHI asked the manager to refund my money and cancel the policy to which she retorted a $charge and would only receive a partial refundUnacceptable on every levelI will NEVER do business with AAA again and will make sure that anyone I know who currently has AAA will not renew policies**Update** She called me back and fully admitted I was quoted the wrong rate, they would be happy to waive my cancellation fee
Initial Business Response /* (1000, 5, 2014/10/23) */
June 24,
Revdex.com, Inc
*** *** Suite ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are
in receipt and have reviewed *** ***'s complaint to your department submitted on October 17, Your complaint assignment has been referred to me for response
Mr*** will receive his payment in a timely manner, and in accordance with the Company's regular practice and its Cash Balance planAll benefits from the plan are disbursed at the end of the month following the benefit commencement dateMr***'s benefit commencement date is November 1, 2014, and thus his payment will be disbursed on or about November 28, This was clearly explained to Mr*** on several occasions prior to his request for payout
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The date was not explained to meWhen I called I was told I had to wait days to get the paperworkDespite my timely request, I didn't get the paperwork for approximately daysI filled it out the same day and incurred an expense to express mail it backThe forms were received prior to the first of OctoberThere is no reason why it takes a total of months to get a payout
Despite AAA's assertion, I was never advised the payout would occur at the end of NovemberIn fact, the paperwork I received indicates a November 1, dateNowhere does it explain it would be the end of the month
The policy plan description states: "as soon as administratively possible"months is not prompt payment of funds that are due to me
I just want the check so that I can move on with my life until I have to deal with this all over again for a menial pension benefit
It is also noteworthy that almost immediately after filing this complaint, they locked my access so that I could no longer see that account to track any progress
CSAA needs to comply with the written contract and just release the funds
Final Consumer Response /* (4200, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never requested a November payment dateThat was the date that CSAA arbitrarily pickedIn addition, nowhere in that paperwork does it say the payment is made at the end of the month following the commencement dateEvery time I inquire, it seems the answer changesI am also confused on whether the payment will actually be made on the 28th of November as this is a company holiday
CSAA engaged in deceptive practices by giving me a benefits guide that gives the appearance that payment can't be made for days, but in actuality it is closer to daysMaybe they should consider revising the language in their manuals to more accurately reflect the payout process
I would be happy to prove the manual and summary plan description upon request showing the conflicting informationThe Plan description states as soon as administratively possible while the benefits guide says days
Final Business Response /* (4000, 14, 2014/11/25) */
November 25,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s 2nd rebuttal to your departmentYour complaint assignment has been referred to me for response
Mr*** is set for payment of his cash balance retirement benefit in NovemberThe company's pension trust issued all retirement payments scheduled for November on Monday, November 24, Mr*** has a lump sum payment that will be paid by check and that check was issued by Mellon Bank of New York on that date and is being sent by U.SMail to his address on file
Sincerely,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/10) */
Our records indicate that on June 23, 2015, you received a quote from Ms*** whereupon after agreeing to the quotations, you made a down payment of $to establish the policy with an effective date of June 24,
Unfortunately, after the policy was bound, you experienced a delay in receiving your policy documentsYou attempted to contact us several times inquiring about your automobile policy and your calls were not returned in a timely mannerPlease allow us to assure you that these delays do not meet our corporate standards as we strive to provide our members and insureds with products and service of the highest possible quality at all timesMr***, Business Development Manager, advised that on July 14, 2015, he and Mr***, Insurance Business Manager, attempted to contact you to address your concerns and to respond to your initial letter but were unsuccessfulAs of today, August 7, 2015, since neither has received your returned phone call, it was to their understanding that your concern had been resolvedSince you decided to remain with your current insurance provider, we have cancelled your policy back to the date of inception, June 24, 2015, resulting in the full refund amount of $being issued on July 23, and per our records, the refund check (#XXXXXXX) was cashed on July 30, Nevertheless, we appreciate you bringing this issue to our attention as it allows us to review our internal processes and improve overall *** serviceShould you have any questions, please contact Mr***, Insurance Business Manager, in our Direct Sales organization directly at X-XXX-XXX-XXXX extXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
X-XXXX
Sent via email:
*** ***
It has been settled with AAA auto insuranceThank you
I can do all things through *** who strengthens me Phil.4:
Dr *** *** PhD
RNP,MSN,MBA
March 17, Revdex.com, Inc*** *** *** ***Oakland, ** ***Attn: *** ***Re: Complainant: *** *** ***Revdex.com File Number: ***Dear Mr***:We are in receipt and have reviewed *** *** ***'s
complaint to your department submitted on March 14, Your complaint assignment has been referred to me for responseOur records reflect that Ms*** *** had both a renter's policy with us and an auto policyFollowing please find the status for each policy:Home Policy #***This policy was effective from 5/22/to 8/22/The policy cancelled due to non-payment of premium on 8/22/At this time our records reflect that Ms*** *** has an outstanding balance due for this account in the amount of $for coverage that was provided to her through 8/22/14.Auto Policy #CAAS***This policy cancelled effective 9/4/due to non-payment of premiumThis policy renewed on May 22nd of each year.One vehicle and two drivers were insured on the policyWe rated the policy based on *** ***'s driving history as per our underwriting guidelines if there are more drivers than vehicles on a policy we rate the driver with the highest risk of exposure.Insurance policy premium is only increased at policy renewal.For the 5/22/14-5/22/policy term the annual policy premium was $1,and reflected one point for *** *** due to a 5/3/speeding ticket, conviction date 8/6/Jason was receiving the good driver discount.The annual premium increased to $2,at policy renewal on 5/22/for the 5/22/15-5/22/policy termThe premium increase was due to *** *** showing two Driver Safety Record (DSR) points and the loss of the good driver discount due to the additional pointThe additional point for *** *** was the result of a speeding violation dated 7/26/conviction date 12/19/At this time our records reflect that there is an outstanding balance due on this account in the amount of $for insurance premium for coverage that was provided through 9/4/15.Our records do show that Ms*** *** did experience a claim loss on 7/17/However this accident was coded non-fault and therefore did not impact her auto policy insurance premium with us.We are sorry to hear of her difficulty with her AAA MembershipIf Ms*** *** is still experiencing issues with her AAA Membership that is obtained through AAA Northern California, Nevada and Utah Club which is separate company and therefore her concerns would need to be addressed with them directly.Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely,*** ***Policyholder Relations SpecialistCSAA Insurance GroupPhone Number: 1-855***
Initial Business Response /* (1000, 11, 2014/12/24) */
December 22,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attention: Yvette Green
Re: Insured *** ** ** ***
Our Auto Policy Number: XXXXXXXXX
Revdex.com File Number:
XXXXXXXX
Complainant: *** ** ** ***
Dear Ms***:
We are in receipt and have reviewed *** ** ** *** complaint to your department submitted on November 13, Your complaint assignment has been referred to me for response
As requested, here is our position
Our records indicate our Auto Claims Department opened a claim directly from Ms*** on August 9, She indicated to us the two-car accident (parking lot) was not her fault and she would be securing compensation from the responsible party's insurance carrierThe other party made claim to us that Ms** ** *** was responsible for the accidentWe did a complete investigation and based on our investigation including a review of statements and photographs of vehicles, we accepted liability for the loss and paid for the damages to the other party's vehicleHowever, our records indicate we recorded the incident as non-fault to the policy
Ms***'s policy with us states the following:
PART A - LIABLITY COVERAGE
INSURING AGREEMENT
AWe will pay damages for "bodily injury" or "property damage" for which any "insured"
becomes legally responsible because of an
auto accidentDamages include prejudgment
interest awarded against the "insured"We will settle or defend, as we consider appropriate, any claim or suit asking for these damagesIn addition to our limit of liability, we will pay all defense costs we incurOur duty to settle or defend ends when our limit of liability for this coverage has been exhaustedWe have no duty to defend any suit or settle any claim for "bodily injury" or "property damage" not covered under this policy
In her complaint to you, she requested removal of the August 8, incident from her recordUnfortunately, we cannot honor Ms** ** *** requestWe processed her claim in compliance with our (contract) policy with her
If Ms** ** *** feels this issue has been handled improperly, she can present an inquiry to the State Department of Banking and Insurance Consumer Inquiry and Response Center, PO Box *** *** *** *** XXXXX-XXXX, Phone Number: (XXX) XXX-XXXX
Should you have any questions or require any additional information, please do not hesitate to contact me at the number listed below
Sincerely,
*** ***
Policyholder Relations Analyst
Policyholder Relations and Resolution
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/05/29) */
May 29,
Revdex.com, Inc
*** *** *** ***
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed *** ***'s complaint to your department submitted on May 17, Your complaint assignment has been referred to me for response
As requested, here is our positionWe were notified of a loss involving our Insured, *** *** and an unidentified 3rd party vehicle on May 30, At the notice of loss, Mr*** advised that he rear-ended the vehicle ahead of him, due to the other vehicle having abruptly stoppedThis was reported to us as an in-line rear-end collisionPhysical damage of Mr***'s vehicle supports the version of account provided by Mr***Mr*** contends that he is not at fault for the loss due to the other vehicle having given no warningHowever, California Vehicle Code does not support his assertionCalifornia Vehicle Code XXXXX dictates that The driver of a motor vehicle shall not follow another vehicle more closely than is reasonable and prudent, having due regard for the speed of such vehicle and the traffic upon, and the condition of, the roadwayHad Mr*** exercised compliance with the vehicle code, the loss would have been avoidable
Mr*** was verbally advised of the fault determination and potential impact on May 30, Mr*** was verbally advised we would file the SR-on his behalf to comply with California Financial Responsibility lawsSubsequently, we notified Mr*** in writing in correspondence dated May 31, of the liability determinationWe also filed the SR-form
As you may be aware, California law requires insurers to determine who is at fault in an accidentWe base our decision on investigation and applicable vehicle codesWe appreciate Mr***'s frustration over having been found to be at fault for the lossHowever, his allegation of fraud and misrepresentation is unfoundedWe have not publically tarnished his reputation as alleged; nor have we violated terms of coverage or policy contract as allegedThis claim was handled in complete compliance with Department of Insurance standards and California law
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext#XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/05/30) */
Revdex.com / To Whom it may concern:
AAA states "California Vehicle Code does not support his assertionCalifornia Vehicle Code XXXXX dictates that The driver of a motor vehicle shall not follow another vehicle more closely than is reasonable and prudent" and "Mr*** was verbally advised of the fault determination and potential impact on May 30, Mr*** was verbally advised we would file the SR-on his behalf to comply with California Financial Responsibility lawsSubsequently, we notified Mr*** in writing in correspondence dated May 31, of the liability determinationWe also filed the SR-form"
It is asserted that I was operating my car unsafely by AAA without any evidence to support such a claimIt is known, or should be known, to AAA that it has been determined by various courts the impacting the rear of a vehicle does not immediately prove fault by the trailing driver/operatorAAA is not in the position to render a legal finding of fault on my part or even offer an opinion that is contrary to my report without proper substantiation
AAA never advised me of their intention, nor did it obtain my consent, to file of an SR-on my behalf stating I was at fault, nor did I receive any written correspondence regarding this as they claimHad I been informed of the intent of AAA to file a report I would have taken action to prevent itAAA is, and has been, aware of my report stating I was not at fault at the onset of this matter
AAA admits, in part, that they did as I claimed and reported fault to DMV and subsequently raised my rates billing more than double for further coverageThis action by AAA was taken in bad faith further this action tarnishes my reputation and causes financial harm, as well as extorts payment from me at this rate due to the SR-filing by AAA as a new policy with another carrier would be at a even higher rate of payment because of the actions of AAA
As I reported to AAA, the driver of the responsible vehicle left the scene, has not made any claims for recovery nor reported the accident in anywayThis supports my report and demonstrates AAA has no basis for its position of fault on my partIf I were at fault the driver would have filed a claim and/or complaint with the proper authoritiesI contacted DMV just before filing this complaint and it reported AAA was the source of the report of fault
No party at AAA can attest as a witness to support its claim of fault on my part, nor has it produced any evidence to support its claim
In the absence of evidence to the contrary, AAA has no justifiable reason to hold the position it has taken and clearly demonstrates that its position is merely for financial gain at my expense
It is a crime to act fraudulently for profitIf they do not provide evidence to support the claim made against me or withdraw the report of fault made by AAA, I will file a complaint with the appropriate County and/or State authorities in addition to this complaint
Thank you for your assistance in this matter,
*** ***
Final Business Response /* (4000, 12, 2014/06/09) */
June 6,
Revdex.com, Inc
*** *** *** ***
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt of and have reviewed *** ***'s second response rebuttal received by your department submitted on June 4, Your complaint assignment has been referred to me for response
We have previously responded twice to Mr***'s complaint and rebuttalWe have demonstrated that his allegations of claims mishandling and unfair premium surcharge are without meritThe claim and subsequent policy premium surcharge were handled in full Department of Insurance (DOI) compliance and California Law
We recognize that Mr*** is not satisfied with our decisionHowever, our position is unchangedWe will continue to maintain compliance with DOI standards and California Law
As previously stated, we verbally advised Mr*** of the fault determination and potential premium impactAdditionally, we mailed confirmation of our decision in a letter dated May 31, to Mr***'s address of recordI have confirmed that the address to which this letter was mailed exactly corresponds to the address included in Mr***'s Revdex.com complaintWe have no obligation to ensure that Mr*** reads our correspondenceHowever, as a courtesy to Mr*** I have mailed a copy of the original letter to Mr***
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext#XXXXXXX
Final Consumer Response /* (4200, 16, 2014/06/12) */
This is the second time this carrier, CSAA, attributed fault to my actions when I believed the circumstances clearly demonstrated that I was not at faultIn an earlier claim, 02-1HO951-4, in 2012, I was found at fault by the carrier for damage caused by a road hazardThere is commonly road hazards in my area due to the extent of hauling loads on the freeway in my areaOn this occasion I was unable to leave the lane safely without endangering others however the carrier still found me at fault for circumstances beyond my control
Clearly in this case if I had damaged another vehicle and the driver knew I was at fault the driver/owner would have sought compensation and conversely if the other driver knew they were at fault they would not seek compensation but rather might try to avoid liability if possibleIn this instance the driver left the scene and did not provide the required information for me to pass ** to the carrier which gives my report validity
The carrier, CSAA, saw this as another opportunity to profit from my unfortunate experiences and acted accordinglyClearly particularly with the earlier claim it is clear that I was not at faultI have taken three drivers safely courses due to my employment with the State of California as a courier and have logged well over miles a week in that capacity for several years and I am a seasoned driver if I say that I was not "at fault" and did nothing wrong that endangered others I have every reason to believe that to be trueCSAA does not refute that they have no evidence of fault on my part but rather CSAA demonstrates that they are in control of the reporting process and have ever intention of using this to their advantageClearly they are acting in bad faith and my complaint is completely warranted
Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aaamissouri.com
This consumer's complaint is not against AAA Automobile Club of MISSOURIHe resides in Nevada and is not a *** of the
Missouri AAAHe should contact the AAA Club and Revdex.com in his residing state
Please remove this complaint from our recordsThank you
Final Business Response /* (1000, 14, 2015/11/30) */
Contact Name and Title: *** **
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@goAAA.com
November 30,
Revdex.com, Inc
Broadway Suite
Oakland, CA XXXXX
Attn: Ms*** ***
RE: Case #: Revdex.com CASE#: *** - *** *** ***
Dear Ms***
Thank you for taking the time to contact us regarding *** ***'s complaint against AAA Northern California, Nevada, & UtahWe appreciate the opportunity to clarify our position
We have contacted Mr*** and addressed his concern to his satisfaction
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** *** - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
***@goAAA.com
AAA roadside assistant is very poorEither the system they have in place does not allow them to dispatch their tow truck or help out asap or the dispatcher does not have enough training so they are confused which one to dispatchMy first horrible experienced was when my car battery died in and had to wait hours + to get someone out to find us in San Jose Salvation Army parking lotMy dad and I waited 1/hour so I thought it was too long from the hour they mentioned and they said the tow truck pass by and couldnt find us so they had to dispatch another tow truckWe waited another min so the 2nd tow arrived on time and found usToday 12/31/we got locked out of our cars Daly City and needed a locksmith to drop by to help us opened the doorIt's degrees outside and we waited minutes in the freezing weatherI thought that was too long to what they said and ran inside to a closest store to get out of the freezing cold to call back AAA emergency numberThe agent said the 1st dispatch tow truck was without the proper tools so they have to send out another towAgain this time we had to wait another minute to have the tow truck with the correct tools to come to us for helpI am with AAA Insurance for over years and by far this is one of the most horrible experienced and the last was bad having to wait long for assistantI am thinking I may need to move to other roadside options from AAA membership or the Insurance company altogether since they may not be competent enough to accommodate our emergency request
Initial Business Response /* (1000, 5, 2014/11/12) */
November 11,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: 01-VCXXXX-X
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint submitted by her son *** *** to your department on November 6, Your complaint assignment has been referred to me for response
As requested, here is our position
The claim does indeed involve a fire that started in a neighboring apartmentWe paid the full policy limit for Loss of Use in the amount of $We paid the full policy limit for personal property in the amount of $
Upon hearing that Ms***'s property was returned by Royalty Restoration in an unacceptable condition, we sent out a Field Homeowner Specialist and another restoration company, Restoration Management Company, to estimate the cost to properly clean the items that were not properly cleaned by Royalty RestorationThe estimate provided by Restoration Management Company was $Ms*** did not wish to use Restoration Management for the cleaningWe issued payment to Ms*** immediatelyThis payment was above and beyond the policy limits
Lastly, we informed Ms*** that if she identifies any damaged property, not considered in the estimate by Restoration Management, to let us know so that we may rectify any unresolved issuesNo additional information has been provided by Ms*** at this time
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Homeowner Claims Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX extXXXXXXX
Initial Business Response /* (1000, 5, 2015/04/20) */
April 20,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in
receipt and have reviewed *** ***'s complaint to your department submitted on April 15, Your complaint assignment has been referred to me for responseMs*** also posted on Facebook with this same concern
I called and spoke to Ms*** today in regards to the matter and explained that her policy renews July 2nd of each yearThe automobile insurance policy that AAA provides is an annual policy, not a monthly or quarterly service policyAs such, the only way for a policyholder to avoid an installment fee is to pay the entire policy premium at policy renewal
Currently Ms*** is set up on a quarterly payment plan with policy payments scheduled to be drafted automatically from her account on each quarterly due datePolicyholders that are set up on an automatic payment mode are charged a $installment feePolicyholders who are not set up on an automatic payment plan and chose to receive a paper invoice and pay by check or credit card are charged a $installment fee
Ms***'s most recent quarterly payment was due and drafted from her account on 4/2/When Ms*** called into our service center on 4/15/she requested that we cancel the payment drafted on 4/2/so she could send in a check to avoid the $feeIf we had cancelled the payment already drafted on 4/2/Ms***'s policy would have automatically gone into cancellation as payment would have been past dueIn addition, sending in a check would not have avoided the $installment fee and may have resulted in a $installment fee being charged instead
We sincerely apologize if our service representative did not properly explain this Ms***In an effort to restore her confidence with AAA we have waived her most recent $installment fee as a good will gesture and as compensation for all of the inconvenience she may have experiencedThis will be reflected in the next billing cycle
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,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
completely satisfied with the outcome - I misunderstood the charge, my error
Initial Business Response /* (1000, 5, 2015/10/28) */
October 28,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms
***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on October 19, Your complaint assignment has been referred to me for response
I would like to confirm that Ms***'s auto policy #CAASXXXXXXXXX has now been cancelled effective April 30, the day she obtained coverage with another carrierThe policy cancellation resulted in a premium refund due in the amount of $A refund check for $will be mailed out to Ms*** within the next ten business days
In addition, we have notified Transworld Systems, Incto stop all collection actions and confirmed that no negative reporting to any credit bureau has or will be submitted
We understand Ms*** is not happy with her recent experience and are sorry that we fell short of her expectations of service in this scenarioWe apologize for any inconveniences these recent experiences may have caused her
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2015/11/02) */
Please Reference Previous Complaint Filed:
Revdex.com File Number: XXXXXXXX
CSAA wrongfully sent my account to collections
We resolved the collections issue, via Revdex.com complaint: XXXXXXXX(pls see below)
AAA then REINSTATED my insurance with their company and sent me a letter to that effect, dated 10/26/
I have no desire to do business with CSSA
Would you please ensure I have no active policy with CSAA
October 28,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department submitted on October 19, Your complaint assignment has been referred to me for response
I would like to confirm that Ms***'s auto policy #CAASXXXXXXXXX has now been cancelled effective April 30, the day she obtained coverage with another carrierThe policy cancellation resulted in a premium refund due in the amount of $A refund check for $will be mailed out to Ms*** within the next ten business days
In addition, we have notified Transworld Systems, Incto stop all collection actions and confirmed that no negative reporting to any credit bureau has or will be submitted
We understand Ms*** is not happy with her recent experience and are sorry that we fell short of her expectations of service in this scenarioWe apologize for any inconveniences these recent experiences may have caused her
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Please ensure I have no active policy with CSAA
Please send me a letter to that effect
Final Business Response /* (4000, 13, 2015/11/06) */
November 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s rebuttal to your department submitted on November 2, Your complaint assignment has been referred to me for response
Ms*** is correct she did receive a reinstatement notice on October 28, for her auto policy with us and we apologize for the confusion this may have causedThis notice was system generated and should not have been sent
Ms***'s auto policy had originally been cancelled effective June 12, due to nonpaymentMs*** provided documentation to us of other insuranceSince Ms***'s policy was already showing cancelled, in order for us to cancel her policy back to April 30, 2015, we first had to reinstate her policy so that we could go back and cancel it effective April 30, which is why she received the reinstatement notice on October 28th
I would like to again confirm that Ms***'s auto policy #CAASXXXXXXXXX is cancelled effective April 30, the day she obtained coverage with another carrier
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/06) */
August 6,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt
and have reviewed *** ***'s complaint to your department submitted on July 22, Your complaint assignment has been referred to me for response
Our records do show that we removed the BMW from her policy effective back to 5/16/per her requestRecords reflect that the Toyota was added to her policy back on 1/21/The reason Ms***'s premium increased at her July renewal was due to the fact that at policy renewal she was showing two Driver Safety Points which resulted in the loss of her good driver discountIn addition, the Toyota is a more costly vehicle to insure and when Ms*** removed the BMW she lost the multi-vehicle discount which is approximately 20%Those factors combined resulted in an increase in premium at policy renewal even though she had one less car to insure
Ms*** has indicated that the points associated with the claims should not be charged to her as her relatives were responsible for each claim lossWe have investigated the matter and it was determined Ms***'s parents should have been listed at fault for the two claims that were reportedAs a result, we have removed the points back to 7/21/when we first started charging Ms*** these points
Ms***'s policy premium has been appropriately credited and a refund in the amount of $has been mailed to herIn additional her annual premium for the new policy term has been reduced as well
Thank you for the opportunity to address the insureds concernsShould you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
8-12-
Sent via email from consumer:
*** ***
Hi ***,
Thanks for following upThe points still appear to be on the Lexis Nexis reportingI was trying to shop around other auto insurance companies*** the auto insurance companies looked into my record, they said the points were still thereI understand that the Lexis Nexis reporting takes some time to update, but I wanted to be sure that CSAA removed the points from my record before I close this case
Also, the latest policy statement I received from CSAA last week shows I have a prior term balance of $I asked my agent, *** ***, where this amount was coming from and I haven't heard backI also haven't received the $credit that is owed to me (the amount I paid to cover May 2015- July for the BMWI transferred ownership in May)
So there's a couple of outstanding issues here that need to be addressed before I can close the Revdex.com case
Final Business Response /* (4000, 20, 2015/10/19) */
October 19,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Revdex.com File Number: XXXXXXXX
Dear Ms***:
We are in receipt and have reviewed ***'s rebuttal to your department submitted on October 7, regarding auto policy #CAASXXXXXXXXX
Our records indicate that Ms*** has also submitted the same complaint and concerns to the California Department of InsuranceAs a result, please be advised that we will be resolving all concerns related to this issue through the California Department of Insurance
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 22, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still in receipt of money that I paid for AAA membershipsI should only be paying for membership
I had an existing Plus membership with AAASomehow, AAA added another membership (Classic membership) to my account in February 2015, so I feel like I overpaid
Initial Business Response /* (1000, 5, 2014/10/30) */
October 30,
Revdex.com, Inc
Attention: *** ***
*** *** *** ***
Oakland, CA XXXXX
Regarding: Revdex.com Case #:XXXXXXXX
Consumer: *** ***
*** E*** ***
*** **
XXXXX
Dear Ms***:
We are in receipt and have reviewed *** ***'s complaint to your department website submitted on October 14,
Ms*** has a six month policy term with us and has since 1/30/policy inceptionCurrently she is set up on quarterly payment mode which means she would pay her policy twice every six monthsWe send out a policy declaration to her every six months which indicates her coverage and the policy term as well
We reviewed the calls in questionOur records show that Ms*** called us twice on 9/24/During Ms***'s first call, she inquired about the cost of insurance if she were to add on a *** *** *** During this call our service representative provided four different quotes to Ms*** as coverages and options were being discussedAfter listening to that call we did find that our service representative did say that Ms***'s policy would increase every six months by the correct amount however when our representative attempted to do the math for the monthly increase she calculated the monthly amount incorrectly
We received a second call on 9/24/when Ms*** was actually adding on the *** *** *** to her vehicleOn that call our service representative did say that Ms***'s policy would increase by $every six monthsThere was no mention of the monthly amount during that call
Given the fact that our service representative did calculate the monthly cost incorrectly during the quoting process a decision was made to honor the monthly quote for the current policy term and as a result, we have credited Ms***'s policy $this policy term
Ms*** has requested that we do not increase her policy at policy renewal to the correct premium amountWhile we are sorry for any miscommunication that may have been provided to Ms*** during the quoting process we will not be able to accommodate her request
Our premium calculation practices are regulated by the Oklahoma Department of Insurance and therefore, we must adhere to and rate her policy based on the vehicle, coverages and drivers listed on the policyAll policies are subject to premium changes/increases at policy renewalSubsequently, at Ms***'s next renewal, her policy will be charged the correct premium based on the vehicle, coverages and drivers on her policy at that time
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,
*** ***
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
CSAA's insured hit our non-moving car in a parking lot CSAA's insured admittd they did not see us, but heard someone honking but continued to backup anywayAs a result of backing out of a parking spot and not paying attention to someone who was honking to warn them, they hit a non moving vehice
CSAA is claiming a 50% fault When contacted as to how a non-moving vehicle is at 50% fault, CSAA said after reviewing the fact that is thier conclusionThere are no facts to support such a conclusion, our insurance found no fault When pressed CSAA adjuster *** claimed our insured "offered" the 50% dealwhich out insurance company did not and clearly communicated they did not CSAA adjuster is lying and making decisions contrary to facts of the case and evidence presentedHow can a non-moving vehicle be 50% at fault? Not only did he lie about our insurance company offering to take 50% blame, his letters are dated worng as wellNegligent claim handling in my opinion
This incident happened in November, My partner and I found ourselves in a situation where our car did not start (turns out a connector piece to the starter was corroded)We were stuck on a Sunday night unfortunately without membership with AAA or other roadside assistance groupWe called AAA initially who said because we didn't have the membership, that the # we called couldn't help us out (understandable), but that we could try a different # that's also connected to AAA called Road Service On DemandThe person at Road Service On Demand that we spoke to said that we needed to fill out an online form to make our request and establish an incident # and that no, we could not issue an incident # verbally with her (thank goodness we had smart phones with internet with us at the time)Once we established an issue # online, we were able to work with Road Service On Demand to request a tow truck would tow us to a mechanic that was an approved AAA shopThe tow truck driver came and we rode with him to the mechanic shop where he left our car parked in front of the closed garage on the side of the streetWe asked him what we were supposed to do to communicate with the mechanic at this AAA-approved shop and he indicated that we leave our key and a note in the box outside the mechanic shop and that way it wouldn't be a problem to leave it in front of their garageThe next morning, we called the mechanic shop who let us know they'd received our note and moved the car but that we'd received a street cleaning ticket for having our car parked on the side of the road before their shop opened upAs it was not our fault that we were towed to a location with street cleaning, we attempted to request compensation from AAA for the $street cleaning ticketOver a month's time we had multiple conversations and phone calls with the mechanic shop (who said AAA usually calls them to open up the garage), the tow truck company (who said they just bring cars to where they're told by AAA), and AAA (who said they'd figure out what to do for us in 7-business days if the mechanic and tow truck companies would not reimburse us, but AAA did not return our call within 7-business days and we had to call them back)We asked for compensation because AAA did not communicate properly with its AAA-approved mechanic which left us with no other option but to leave the car where the tow truck driver put itWe would have been satisfied if AAA negotiated some sort of compensation, but the most recent call that we heard back today was from an agent who told me that we, the owners of the car, were responsible for parking in a street cleaning zone because the tow truck driver claims we instructed him to do soThis is inaccurateInstead of assistance, we received unjustified blame and a waste of timeWe are very dissatisfied with this service and would not recommend AAA to anyone