Initial Business Response /* (1000, 5, 2015/06/30) */
June 30,
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 June 22, regarding claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
Our records indicate that *** *** also submitted a complaint to the California Department of Insurance for this same matterAs a result, any additional comments concerning this matter should be directed to the California Department of Insurance as we will be resolving this issue through them
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, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I don't accept the response of AAA insurance company because I can't believe they can't reach their own client has policy with them is this my job to find their client.absolutely noThe only way is they suppose to do their jobThey have investigation department to reach their own client and look to his car and find out is this his mistake or notThis is the first time something like this happens to meI will not accept their response at all
Final Business Response /* (4000, 9, 2015/07/21) */
July 21,
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 July 9, regarding claim #XXXX-XX-XXXX
As previously stated, *** *** submitted a complaint for this same matter to the California Department of InsuranceAny additional comments concerning this matter should be directed to the California Department of InsuranceAt this time we consider Revdex.com complaint #XXXXXXXX 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, 8, 2014/12/23) */
December 23,
Revdex.com, Inc
*** *** *** ***
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 3, and received by us on December 10, Your complaint assignment has been referred to me for response
In review of this account, our records also reflect that the insureds were going through a divorceOn 6/3/the insured's agent advised insured's that Mr*** would need to be on the policy as named insured until he was no longer listed as a titled owner of any of the vehicles in the householdWe explained this could be identified during divorce decree regarding transfer of ownershipOur underwriters also advised that Mr*** could be removed as a driver from the policy if he was no longer living in the household and no longer had access to drive the vehicleUnderwriting notes indicate that our agent was to follow up with Mrs*** to advise
We explained to Mr& Mrs*** that neither operators nor vehicles could be removed without both parties signing a waiver of interestRecords reflect that *** *** obtained his own policy #XXXX XXXX
In response to Ms***'s request for a refund, we do show that a refund was sent to her on 8/5/Our records reflect that this insured's policy cancelled effective 7/18/due to non-payment of premiumAt the time of policy cancellation Ms*** owed $for a prior term balance and policy was up for renewalWe received a payment on 7/17/in the amount of $Unfortunately that payment minus previous balance due was not enough to renew the policy or stop it from cancellingAs a result a refund of $was issued to the insured on 8/5/check #($minus balance of $= refund of $78.81)
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate a response even though there was a significant delayBottom line is I never signed a waiver to allow *** *** to be removed from our co-policyYet he was still allowed to obtain his own policy without my permission additionally leaving me with the balance and himself no responsibility to any amount dueActions by the insurance were not only unprofessional but unlawful as well per my attorneyI stand by my initial request and strongly request consideration accordinglyUnless there is proof by insurance that the payment was not taken from my sole ownership credit card to pay his balance this will remain in disagreement-rightfully soThank you
Final Business Response /* (4000, 12, 2015/01/14) */
January 14,
Revdex.com, Inc
*** *** *** ***
*** ** 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 January 5,
Records indicate that prior to *** *** obtaining his own policy, *** *** had tried to have *** *** removed from their joint policyOn 5/23/we advised Ms*** that *** *** was working with an agent to obtain quotes on a possible policy spin-offRecords also indicate that Ms*** was trying to obtain a spin-off policy at the same time
In order to renew a policy our underwriting guidelines require all prior outstanding balances to be paidPayment received for auto policy #XXXXXXXX was for earned premium dueThe payment received was authorized by Ms*** and form of payment was chosen by Ms*** as well
On 8/30/*** *** called in to advise that she did not want to pay for changes *** *** made to the policy while he was a named insuredIt is our position that any dispute over allocation of premium dollars between named insureds, vehicles and drivers is outside of our administration of the policy contract and should be handled between the policy insureds
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Final Consumer Response /* (4200, 14, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of the over delayed erroneous response from this company-policies were still broken by allowing Mr *** at that time to avoid any responsibility to the JOINT policy by allowing him to not only easily remove himself from the policy yet also was allowed to place all the financial burden on myself all the while Mr *** was fully employed as I had no source of income at the time and was illegally billed for his insured Jeep Cherokee I stand by my complaint strongly as no justice has been served in this matter
Initial Business Response /* (1000, 5, 2015/01/13) */
January 13,
Revdex.com, Inc
*** *** *** ***
*** 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 January 7, Your complaint assignment has been referred to me for response
Our records show that *** ***'s Home Policy #HO-XEXXXXX cancelled at policy renewal on 10/27/If Ms*** had renewed her policy with us her premium would have been $1,Records reflect that we received no payment from the insured or her mortgage company for the 2014/policy term
After we received this complaint we contacted OCWEN Loan Servicing LLC the mortgage company listed on Ms***'s cancelled policyI spoke to an agent by the name of *** Agent #XXXXX who informed me that OCWEN did mail CSAA Insurance a check back in October for Ms***'s policy however it was returned to them and not cashed by CSAA Insurance
To confirm, at this time, our records reflect that Ms***'s Home policy #HO-XEXXXXX cancelled on 10/27/and has a zero balance
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Business Response /* (1000, 10, 2015/09/16) */
September 16,
Revdex.com, Inc
Broadway Suite
Oakland, CA XXXXX
Attn: *** ***
Complaint Case #: XXXXXXXX
Consumer: *** ***
Dear Ms***:
Thank you for taking the time to
contact us regarding *** ***' complaint against AAA Northern California, Nevada, & Utah (AAA NCNU)We appreciate the opportunity to clarify our position
One of our *** Experience employees, *** Macedon, reached out to Ms*** on September 15, regarding her tow services on August 28, *** researched the calls in our records and spoke to Ms*** regarding her experience
*** extended her apologies and advised that all individuals involved would receive appropriate training by the senior management team in our contact center to ensure this is an isolated event*** also provided the *** with a Goodwill Gesture of $for her recent payment for Premier Membership duesShe will receive the refund within business days
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** ***
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com
Initial Business Response /* (1000, 5, 2014/09/19) */
September 19,
Revdex.com, Inc
*** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number:
***
Dear Ms***
We are in receipt and have reviewed *** ***'s complaint to your department submitted on September 11, Your complaint assignment has been referred to me for response
We have re-reviewed Mr***'s claim for damagesWe have been in contact with him and we have settled his claim for his damagesWe have also advised him on our supplemental process for any additional damages found by his repair shop
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I do accept their response of finally admitiing that my claim was a comprenenseive but my only concern at this point is that if I am billed for the damage appraiser that came to look at my car, I feel they should absorb that cost as wellAfter they told me to get an independent appraiser if I wanted to dispute their findings, I found one and they inspected my vehicle and I was told verbally, that he felt it was a compclaim as wellI did call them and tell them that the insurance coagreed to pay but I have not received anything in writing or the invoice as of yetAs I wasted their time, I think they will bill me for the examiner
I have spent a lot of time and personal expense to get estimates and arrange an inspection, and dispute this matter and it feels that since there was no apology nor offer of compensation, that they truly do not care about their consumers, especially one that has been such an advocate of AAA insurance up until this pointMy agent at AAA Ohio Auto Club can vouch for me about how many people I turned on to AAA insurance for Auto, Home and even Renters insurance
I also do appreciate the Revdex.com and your efforts to help consumersAlthough I tried to resolve this with them directly, they refused my request multiple times until you became involved
Thank you for that
*** ***
Final Business Response /* (4000, 9, 2014/10/01) */
October 1,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We have not heard from Mr***'s body shop regarding any additional damagesIf we do receive any supplements from his shop, we will review them for approval and payment
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
April 26, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** Claim Number: *** Revdex.com File Number: *** Dear Mr***: We are in receipt and have reviewed ***
***’s complaint to your department submitted on April 22, Your complaint assignment has been referred to me for responseI have reviewed the complaint filed by Ms*** along with all the information we have in our claim fileThis loss occurred on March 21, and Ms*** Honda Civic LX was driven to *** Auto Body on March 24, The damages to Ms*** vehicle were estimated to be $5228.70, without benefit of disassembly for a more complete estimate of damagesThe estimate of damages submitted by *** is accurate in scope as per the photographs submitted with the estimateMs*** vehicle is valued at + tax or a net total of $The damages to Ms*** vehicle represent 78.2% of the value prior to any disassemblyThere would undoubtedly be additional damages found if Ms*** vehicle was to be disassembledMaryland state law mandates that vehicles be totaled when total damages exceed 75% of value, and CSAA has complied with that lawMs*** did drive her vehicle to a second repair shop, Top auto inc in ***Top Auto’s estimate of damages matches *** estimate in scope exactlyThe estimates are identical in scope including body labor hours, paint labor hours, mechanical labor hours and manual estimator notesTop auto’s estimate totals or 67.0% of valueTop auto’s estimate was also written without benefit of Ms*** vehicle being disassembled and would undoubtedly be higher if Ms*** car was to be repairedMaryland regulations require that when the repairs exceed 75% of value, at any point in the repair process, the vehicle becomes a total lossMs*** vehicle was declared a total loss after a thorough review of the estimate and photos in an effort to fairly and efficiently settle Ms*** claimIn reviewing this file, I believe that CSAA IE is in full compliance with all state regulationsCopies of estimates are attachedShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, *** *** Claims Supervisor Regional Claims Center CSAA Insurance Group ***
Initial Business Response /* (1000, 5, 2014/03/06) */
March 7,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number:
XXXXXXXX
Dear Ms***
We are in receipt and have reviewed claimant *** ***'s complaint to your department submitted on February 27, Your complaint assignment has been referred to me for response
As requested, here is our position
The estimate written by our Physical Damage Appraiser, *** *** is a fair estimate allowing proper, workmanlike repairs to be completed to the rear bumper on *** ***'s *** *** *** I have attached a copy of our estimate along with the photos showing the damage to the lower portion of her rear bumper cover
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Physical Damage Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
I think if the company offers me total cash settlement of $660, I can accept that
Final Business Response /* (4000, 9, 2014/03/24) */
March 24,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed claimant *** ***'s rebuttal response to your department submitted on March 20, Your complaint assignment has been referred to me for response
As requested, here is our position
We must provide payment based on a fair estimate which would allow proper repairs to be completed
This is what our Physical Damage Appraiser, *** *** has doneHe also verified with the body shop that quality, workman like repairs can be completed based on our estimateWe have no basis to issue payment in the amount of $as requested by *** ***
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Physical Damage Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 15, 2014/04/04) */
Thank you for your emailI read the response from the business to my complaintI am not satisfied with the response because that business company insist not to change anything in their compensation amountThe business response has not resolved my complaint at all, so please don't close my complaint yet
If the business is not taking the middle ground I offer, then please just post my complaint on your website
Do I need to write my complaint again to be posted on the Revdex.com's website, or can the paragraph that I have already written and submitted earlier be used for the posting?
Thanks,
*** ***
Initial Business Response /* (1000, 15, 2014/12/23) */
December 23,
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 20, and received by us on December 10, Your complaint assignment has been referred to me for response
Our records show that we have been mailing all policy bills and correspondence to the following address:
*** Drive
*** ** XXXXX
If this address is incorrect, we ask that Mr& Mrs*** please advise the correct address we should be mailing their mail to
Our records show that the insureds originally took out their policy on 11/13/Insured was originally set up to have their policy pay via Electronic Funds Transfers (EFT) and the 2/12/was declined so the insured had to make a manual paymentOn 3/14/the EFT payment was declined againIf we do not receive a payment from an insured then we mail out Open Premium notices with cancellations dates indicated
Mr& Mrs*** have requested a complete accounting of their policyOur records reflect that we have received the following payments from the insureds:
Payments Received
07/11/$60.00-
06/13/$158.16-
05/12/$ 9.76-
04/17/$ 70.04-
04/14/$ 300.00-
01/13/$ 207.59-
12/13/$ 204.15-
11/14/$229.00-
Total Payments received: $1,
Mr& Mrs*** were receiving cancellation notices as we were not receiving their payments on time and they were paying in arrearsIn addition, our records reflect that we mailed out several notices and installment billsOur installment bills do have an installment payment schedule listed which shows what the future scheduled payments will be
Our records show that Mr& Mrs***'s policy with us cancelled effective 7/30/At the time of policy cancellation, Mr& Mrs*** had an outstanding premium due of $for coverage that was afforded to them from 11/13/to 7/30/
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: XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/13) */
October 13,
Revdex.com, Inc
*** *** *** ***
*** 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 2, Your complaint assignment has been referred to me for response
At this time we are unable to locate a policy number for a *** ** with the contact information provided to the Revdex.comIn order to investigate Ms**'s concerns further we would need to know her AAA policy number and claim numberWe have sent an email to Ms** informing her of this as well but to date have received no response
Once we are provided with this information we will be happy to investigate her concerns and provide a more detailed response
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 Business Response /* (1000, 5, 2015/08/05) */
August 5,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attention: *** ***
Re: Our Policyholder: *** ***
Claim Number: Auto XXXX-XX-XXXX
Date of Loss: July 12,
Revdex.com File Number: XXXXXXXX
Complainant: *** ***
Dear Ms*** ***:
We are in receipt and have reviewed Mr*** ***'s complaint to your department submitted on July 23, Your complaint assignment has been referred to me for response
As requested, here is our position
Mr*** was involved in a parking lot auto accident at the San Jose Airport with one of our auto insured policyholdersUnfortunately, our policyholder did not report to us that he was fully responsible for the accidentOur Claims Division investigated the loss and found both parties, each 50% responsible for the accident
In his complaint to you, he asked desired resolution for an inspection and repair of his vehicleWe have reached out to Mr*** to inspect his vehicle and as of today, we have not heard from himBecause of the evidence in front of us, we are offering 50% payment for the damages to his vehicle
If Mr*** should have any questions concerning the claim status & process, he may contact the following parties in our Claims Division:
AAA Adjuster: *** ***, Phone Number: XXX XXX-XXXX extension: XXXXXXX
AAA Supervisor: *** ***, Phone Number: XXX XXX-XXXX extension: XXXXXXX
Should you have any questions or require any additional information, please contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group, a AAA Insurer
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 17, 2015. Your complaint assignment has been referred to me for response.
We our sorry Mr. [redacted] feels we caused unnecessary delays. However as part of our claims investigation we were required to obtain a copy of the police report. We informed Mr. [redacted] of this on several occasions. On 6/24/15 we obtained a copy of the police report and have now accepted liability. Claims adjuster [redacted] reached out to Mr. [redacted] today to advise him.
If Mr. [redacted] has any additional questions regarding this claim he should reach out to claims adjuster [redacted] at X-XXX-XXX-XXXX ext. XXXXXXX.
Thank you for giving us the opportunity to address the consumer's concerns.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 18, 2015/09/25) */
September 25, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: Ms. [redacted]
RE: Case # [redacted] - [redacted]
Dear Ms. [redacted]
Thank you for taking the time to...
contact us regarding Tom and [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have contacted Mr. [redacted], apologized for the lack of follow-up, and addressed his concern to his satisfaction.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
Initial Consumer Rebuttal /* (2000, 20, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms.[redacted] called me personally and apoligized for the lack of response to my concern. You could tell that she was sincere and told me she is investigating the lack of response and customer service from AAA. She proposed a resolution that was fair and just. I appreciate her call and also your help in this matter by contacting AAA.
I'm glad there is an institution like Revdex.com that Cares about people.
Sincerely,
[redacted]
It took 3 weeks for AAA to give the autobody shop the OK to fix my car. Accident reported on 8/25. Picked my car up on 9/25. Communication poor to nonexistant. Call to the call center never returned. TERRIBLE customer service even after involving supervisor and supervisors supervisor. I am currently shopping for a new insurance company. Absolutely deplorable service. Also, the car rental portion of my policy states I would be given a COMPERABLE car for the duration. My car is a top of the line Leus 430 sedan. I was put in a Jeep Patriot. In what reality is that comperable. Seriously. And getting that was a struggle.
Initial Business Response /* (1000, 5, 2015/04/07) */
April 7, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] Street
[redacted]...
XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on March 30, 2015.
A review of our call records reflects that Ms. [redacted] spoke to one of our service representatives on March 30, 2015. During the call Ms. [redacted] was inquiring as to what is covered under her policy contract and was seeking information. Ms. [redacted] did not ask to file a claim and we do not have record of a claim from her for her stairs.
I have informed our claims group that Ms. [redacted] would like to report a claim and they should be reaching out to her to begin the process. In addition, if Ms. [redacted] would like to speed up the process she is welcome to contact our claims group directly at X-XXX-XXX-XXXX and report the loss.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken to someone in the claims department but they are still trying to dispute the fact that these stairs are rotten and that my claim may not be valid! Who can say when something is going to deteriorate within a matter of time. All I know is someone needs to pay for this before someone gets hurt and if I am paying homeowners insurance then they better pay for it.
Final Business Response /* (4000, 9, 2015/04/13) */
April 13, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
We are in receipt and have reviewed [redacted]'s complaint rebuttal to your department website submitted on April 9, 2015.
It is important to note that Ms. [redacted]'s homeowner policy is not a maintenance policy and homeowners are expected to properly maintain their home. Ms. [redacted]'s policy is meant to cover for named perils and unexpected losses and certain policy exclusions do apply.
At this time Ms. [redacted]'s claim is still being reviewed and no decision has been made regarding whether coverage will be afforded or not. The claims group will inform Ms. [redacted] in writing when a final coverage decision has been made.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, we are not neglecting our property! If something is rotting away underneath a surface how are we to know that! She can take her nasty response and stick it were the sun don't shine! They are a bunch of insurance crooks who have no intentions of paying for anything! Like I will continue to say, who ever gets hurt the law suit will be forwarded to them!! They can keep their written response!
Initial Business Response /* (1000, 5, 2014/05/21) */
May 21, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Auto Policyholder: [redacted] driver: [redacted]
Claim Number: Auto XXXX-XX-XXXX
Date...
of Loss: 4/18/2014
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on May 13, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We received a call from GEICO Insurance on April 18, 2014, on behalf of Ms. [redacted], submitting a claim for damage by one of our policyholders to her vehicle. At the time of this report, there was no incident on record. In order for us to afford liability coverage on Ms. [redacted]'s vehicle, we needed confirmation from our policyholder of incident. We phoned and sent correspondence to our policyholder. They did not respond until May 14, 2014. With our policyholder's confirmation and acceptance of responsibility for the accident, we immediately contacted Ms. [redacted] (on May 14) to inform her of the acceptance of liability. We are in contact with Ms. [redacted]. Our Claims Department is in the process of photographing, securing an estimate, and documentation of ownership (in order to process payment) to conclude her claim. We have also made arrangements for a rental vehicle for Ms. [redacted].
We have explained to Ms. [redacted], the delay is in securing a confirmation from our policyholder. We hope Ms. [redacted] can understand as we are sure she would not want her insurance company GEICO to pay for a loss out of her policy without conversation (and confirmation of incident) with her first.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder Relations Analyst
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/01) */
October 1, 2014
Revdex.com, Inc.
[redacted] CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: 17-KXXXXX-X
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on September 29, 2014 regarding automobile claim #17-KXXXXX-X. Your complaint assignment has been referred to me for response.
We are aware of Ms. [redacted]'s demand, however please be advised that this claim is currently in active litigation. As a result we are not able to comment regarding Ms. [redacted]'s complaint at this time as it is a legal matter.
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
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on March 25, 2015 regarding his Home policy #HO-XXXXXXX. Your 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 matter. As 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.
Initial Consumer Rebuttal /* (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, 2016/03/18) */ March 18, 2016 Revdex.com, Inc. [redacted] Suite [redacted] CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: XXXXXXXX Dear Mr. [redacted] We are in receipt and have reviewed [redacted]'s...
complaint to your department submitted on March 8, 2016. Your complaint assignment has been referred to me for response. At this time we would like to assure Mr. [redacted] that we have added him and his address of [redacted] San Francisco, CA XXXXX to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailings. In addition, we have informed our partner AAA Northern California, Nevada & Utah of his request and they have placed him on their Do Not Solicit list as well. Thank you for the opportunity to address the insureds concerns. 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] Specialist CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]...
[redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on October 23, 2015.
We are unable to locate a claim based on the information Ms. [redacted] has provided in this complaint. As a result, on October 29, 2015 I left a message on the number provided in this complaint for Ms. [redacted] advising that additional information was needed in order to investigate the matter and asking for a call back. As of today I have not received a response back.
At this time in order to research Ms. [redacted]'s concerns we would require the AAA Claim number as well as the name of our insured that was involved in this accident. Once Ms. [redacted] provides this information, we will be happy to review the matter and provide a response to her concerns.
Thank you for giving us the opportunity to address the consumer's inquiry. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2015/04/07) */
April 7, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]...
[redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website received on March 23, 2015.
Ms. [redacted] has an auto policy #CAASXXXXXXXXX with us and was previously set up on automatic payment. On 10/27/14 a notice was mailed to Ms. [redacted] informing her that when we went to draft her account for her monthly payment it was returned by her bank and that her payment was past due. Subsequent bills and notifications were mailed and on 11/30/14 her policy cancelled due to non-payment of premium. On 12/16/14 Ms. [redacted] contacted us and her policy was reinstated.
Ms. [redacted] has indicated that she would like us to change the payment due date on her policy. Ms. [redacted]'s auto policy is a contract and as such an auto policy due date will always be the same date of the month that the policy became effective. In Ms. [redacted]'s case the original effective date of her policy was 8/17/12 which means her payments will always be due on the 17th of every month.
We understand that Ms. [redacted] would like to change the policy due date of her monthly premium so that it is at the beginning of each month. The only way to accommodate this request would be to rewrite her policy with a new effective date that is near the 1st of the month. We are willing to make an exception and accommodate Ms. [redacted]'s request and maintain her policy base year.
As a result, we have asked a service representative from the Albany branch office to reach out to Ms. [redacted] and begin the re-write process. This should happen shortly. Once this is done our underwriting group will process this and she will have a new policy due date.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
CSAA Insurance Group
Policyholder [redacted] Analyst
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (4200, 18, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My insurance agent, MS. [redacted] informed me that she was going on maternity leave from April to mid-August, 2015; at that time I was informed that her co-worker who I believe is [redacted], would make sure my 'auto pay' monthly payments are processed on time; my request for several weeks prior to my agent's maternity leave is to have my monthly auto payments to coincide with my pay day which is the first week of each month;instead of the 18th of the month, which is burdensome for me; the policy was rewritten to reflect the change of due date and I was charged extra for doing so; then last month I receive two noticesthe first about missing payments; and then another shortly after the 18th, stating my policy had lapsed and was cancelled; my follow up calls were diligent and numerous; trying to reach the policyholder and services solutions Vice President, [redacted] and/or his staff at the Berkeley; Mill Valley and Oakland, Ca offices; with the help of my Physical Therapist and two of your staff, Ms. [redacted] and the person that had a three way call with my physical therapist, myself and your staff, the missing payment and fee has been paid again; and
HOPEFULLY, the 'auto payment' due date has been changed to coincide with my payday, the 3rd of each mobnth!
Initial Business Response /* (1000, 5, 2015/06/30) */
June 30,
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 June 22, regarding claim #XXXX-XX-XXXXYour complaint assignment has been referred to me for response
Our records indicate that *** *** also submitted a complaint to the California Department of Insurance for this same matterAs a result, any additional comments concerning this matter should be directed to the California Department of Insurance as we will be resolving this issue through them
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, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I don't accept the response of AAA insurance company because I can't believe they can't reach their own client has policy with them is this my job to find their client.absolutely noThe only way is they suppose to do their jobThey have investigation department to reach their own client and look to his car and find out is this his mistake or notThis is the first time something like this happens to meI will not accept their response at all
Final Business Response /* (4000, 9, 2015/07/21) */
July 21,
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 July 9, regarding claim #XXXX-XX-XXXX
As previously stated, *** *** submitted a complaint for this same matter to the California Department of InsuranceAny additional comments concerning this matter should be directed to the California Department of InsuranceAt this time we consider Revdex.com complaint #XXXXXXXX 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, 8, 2014/12/23) */
December 23,
Revdex.com, Inc
*** *** *** ***
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 3, and received by us on December 10, Your complaint assignment has been referred to me for response
In review of this account, our records also reflect that the insureds were going through a divorceOn 6/3/the insured's agent advised insured's that Mr*** would need to be on the policy as named insured until he was no longer listed as a titled owner of any of the vehicles in the householdWe explained this could be identified during divorce decree regarding transfer of ownershipOur underwriters also advised that Mr*** could be removed as a driver from the policy if he was no longer living in the household and no longer had access to drive the vehicleUnderwriting notes indicate that our agent was to follow up with Mrs*** to advise
We explained to Mr& Mrs*** that neither operators nor vehicles could be removed without both parties signing a waiver of interestRecords reflect that *** *** obtained his own policy #XXXX XXXX
In response to Ms***'s request for a refund, we do show that a refund was sent to her on 8/5/Our records reflect that this insured's policy cancelled effective 7/18/due to non-payment of premiumAt the time of policy cancellation Ms*** owed $for a prior term balance and policy was up for renewalWe received a payment on 7/17/in the amount of $Unfortunately that payment minus previous balance due was not enough to renew the policy or stop it from cancellingAs a result a refund of $was issued to the insured on 8/5/check #($minus balance of $= refund of $78.81)
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate a response even though there was a significant delayBottom line is I never signed a waiver to allow *** *** to be removed from our co-policyYet he was still allowed to obtain his own policy without my permission additionally leaving me with the balance and himself no responsibility to any amount dueActions by the insurance were not only unprofessional but unlawful as well per my attorneyI stand by my initial request and strongly request consideration accordinglyUnless there is proof by insurance that the payment was not taken from my sole ownership credit card to pay his balance this will remain in disagreement-rightfully soThank you
Final Business Response /* (4000, 12, 2015/01/14) */
January 14,
Revdex.com, Inc
*** *** *** ***
*** ** 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 January 5,
Records indicate that prior to *** *** obtaining his own policy, *** *** had tried to have *** *** removed from their joint policyOn 5/23/we advised Ms*** that *** *** was working with an agent to obtain quotes on a possible policy spin-offRecords also indicate that Ms*** was trying to obtain a spin-off policy at the same time
In order to renew a policy our underwriting guidelines require all prior outstanding balances to be paidPayment received for auto policy #XXXXXXXX was for earned premium dueThe payment received was authorized by Ms*** and form of payment was chosen by Ms*** as well
On 8/30/*** *** called in to advise that she did not want to pay for changes *** *** made to the policy while he was a named insuredIt is our position that any dispute over allocation of premium dollars between named insureds, vehicles and drivers is outside of our administration of the policy contract and should be handled between the policy insureds
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Final Consumer Response /* (4200, 14, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of the over delayed erroneous response from this company-policies were still broken by allowing Mr *** at that time to avoid any responsibility to the JOINT policy by allowing him to not only easily remove himself from the policy yet also was allowed to place all the financial burden on myself all the while Mr *** was fully employed as I had no source of income at the time and was illegally billed for his insured Jeep Cherokee I stand by my complaint strongly as no justice has been served in this matter
Initial Business Response /* (1000, 5, 2015/01/13) */
January 13,
Revdex.com, Inc
*** *** *** ***
*** 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 January 7, Your complaint assignment has been referred to me for response
Our records show that *** ***'s Home Policy #HO-XEXXXXX cancelled at policy renewal on 10/27/If Ms*** had renewed her policy with us her premium would have been $1,Records reflect that we received no payment from the insured or her mortgage company for the 2014/policy term
After we received this complaint we contacted OCWEN Loan Servicing LLC the mortgage company listed on Ms***'s cancelled policyI spoke to an agent by the name of *** Agent #XXXXX who informed me that OCWEN did mail CSAA Insurance a check back in October for Ms***'s policy however it was returned to them and not cashed by CSAA Insurance
To confirm, at this time, our records reflect that Ms***'s Home policy #HO-XEXXXXX cancelled on 10/27/and has a zero balance
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 Relations Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Business Response /* (1000, 10, 2015/09/16) */
September 16,
Revdex.com, Inc
Broadway Suite
Oakland, CA XXXXX
Attn: *** ***
Complaint Case #: XXXXXXXX
Consumer: *** ***
Dear Ms***:
Thank you for taking the time to
contact us regarding *** ***' complaint against AAA Northern California, Nevada, & Utah (AAA NCNU)We appreciate the opportunity to clarify our position
One of our *** Experience employees, *** Macedon, reached out to Ms*** on September 15, regarding her tow services on August 28, *** researched the calls in our records and spoke to Ms*** regarding her experience
*** extended her apologies and advised that all individuals involved would receive appropriate training by the senior management team in our contact center to ensure this is an isolated event*** also provided the *** with a Goodwill Gesture of $for her recent payment for Premier Membership duesShe will receive the refund within business days
Thank you for giving us an opportunity to clarify our position
Sincerely,
*** ***
*** ***
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
***@goAAA.com
Initial Business Response /* (1000, 5, 2014/09/19) */
September 19,
Revdex.com, Inc
*** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: ***
Revdex.com File Number:
***
Dear Ms***
We are in receipt and have reviewed *** ***'s complaint to your department submitted on September 11, Your complaint assignment has been referred to me for response
We have re-reviewed Mr***'s claim for damagesWe have been in contact with him and we have settled his claim for his damagesWe have also advised him on our supplemental process for any additional damages found by his repair shop
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I do accept their response of finally admitiing that my claim was a comprenenseive but my only concern at this point is that if I am billed for the damage appraiser that came to look at my car, I feel they should absorb that cost as wellAfter they told me to get an independent appraiser if I wanted to dispute their findings, I found one and they inspected my vehicle and I was told verbally, that he felt it was a compclaim as wellI did call them and tell them that the insurance coagreed to pay but I have not received anything in writing or the invoice as of yetAs I wasted their time, I think they will bill me for the examiner
I have spent a lot of time and personal expense to get estimates and arrange an inspection, and dispute this matter and it feels that since there was no apology nor offer of compensation, that they truly do not care about their consumers, especially one that has been such an advocate of AAA insurance up until this pointMy agent at AAA Ohio Auto Club can vouch for me about how many people I turned on to AAA insurance for Auto, Home and even Renters insurance
I also do appreciate the Revdex.com and your efforts to help consumersAlthough I tried to resolve this with them directly, they refused my request multiple times until you became involved
Thank you for that
*** ***
Final Business Response /* (4000, 9, 2014/10/01) */
October 1,
Revdex.com, Inc
*** *** *** ***
*** CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We have not heard from Mr***'s body shop regarding any additional damagesIf we do receive any supplements from his shop, we will review them for approval and payment
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
April 26, Revdex.com, Inc*** *** *** *** *** ** *** Attn: *** *** Re: Complainant: *** *** Claim Number: *** Revdex.com File Number: *** Dear Mr***: We are in receipt and have reviewed ***
***’s complaint to your department submitted on April 22, Your complaint assignment has been referred to me for responseI have reviewed the complaint filed by Ms*** along with all the information we have in our claim fileThis loss occurred on March 21, and Ms*** Honda Civic LX was driven to *** Auto Body on March 24, The damages to Ms*** vehicle were estimated to be $5228.70, without benefit of disassembly for a more complete estimate of damagesThe estimate of damages submitted by *** is accurate in scope as per the photographs submitted with the estimateMs*** vehicle is valued at + tax or a net total of $The damages to Ms*** vehicle represent 78.2% of the value prior to any disassemblyThere would undoubtedly be additional damages found if Ms*** vehicle was to be disassembledMaryland state law mandates that vehicles be totaled when total damages exceed 75% of value, and CSAA has complied with that lawMs*** did drive her vehicle to a second repair shop, Top auto inc in ***Top Auto’s estimate of damages matches *** estimate in scope exactlyThe estimates are identical in scope including body labor hours, paint labor hours, mechanical labor hours and manual estimator notesTop auto’s estimate totals or 67.0% of valueTop auto’s estimate was also written without benefit of Ms*** vehicle being disassembled and would undoubtedly be higher if Ms*** car was to be repairedMaryland regulations require that when the repairs exceed 75% of value, at any point in the repair process, the vehicle becomes a total lossMs*** vehicle was declared a total loss after a thorough review of the estimate and photos in an effort to fairly and efficiently settle Ms*** claimIn reviewing this file, I believe that CSAA IE is in full compliance with all state regulationsCopies of estimates are attachedShould you have any questions or require any additional information please do not hesitate to contact me directly at the number belowSincerely, *** *** Claims Supervisor Regional Claims Center CSAA Insurance Group ***
Initial Business Response /* (1000, 5, 2014/03/06) */
March 7,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number:
XXXXXXXX
Dear Ms***
We are in receipt and have reviewed claimant *** ***'s complaint to your department submitted on February 27, Your complaint assignment has been referred to me for response
As requested, here is our position
The estimate written by our Physical Damage Appraiser, *** *** is a fair estimate allowing proper, workmanlike repairs to be completed to the rear bumper on *** ***'s *** *** *** I have attached a copy of our estimate along with the photos showing the damage to the lower portion of her rear bumper cover
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Physical Damage Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/03/20) */
I think if the company offers me total cash settlement of $660, I can accept that
Final Business Response /* (4000, 9, 2014/03/24) */
March 24,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attn: *** ***
Re: Complainant: *** ***
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms***
We are in receipt and have reviewed claimant *** ***'s rebuttal response to your department submitted on March 20, Your complaint assignment has been referred to me for response
As requested, here is our position
We must provide payment based on a fair estimate which would allow proper repairs to be completed
This is what our Physical Damage Appraiser, *** *** has doneHe also verified with the body shop that quality, workman like repairs can be completed based on our estimateWe have no basis to issue payment in the amount of $as requested by *** ***
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below
Sincerely,
*** ***
Claims Physical Damage Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 15, 2014/04/04) */
Thank you for your emailI read the response from the business to my complaintI am not satisfied with the response because that business company insist not to change anything in their compensation amountThe business response has not resolved my complaint at all, so please don't close my complaint yet
If the business is not taking the middle ground I offer, then please just post my complaint on your website
Do I need to write my complaint again to be posted on the Revdex.com's website, or can the paragraph that I have already written and submitted earlier be used for the posting?
Thanks,
*** ***
Initial Business Response /* (1000, 15, 2014/12/23) */
December 23,
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 20, and received by us on December 10, Your complaint assignment has been referred to me for response
Our records show that we have been mailing all policy bills and correspondence to the following address:
*** Drive
*** ** XXXXX
If this address is incorrect, we ask that Mr& Mrs*** please advise the correct address we should be mailing their mail to
Our records show that the insureds originally took out their policy on 11/13/Insured was originally set up to have their policy pay via Electronic Funds Transfers (EFT) and the 2/12/was declined so the insured had to make a manual paymentOn 3/14/the EFT payment was declined againIf we do not receive a payment from an insured then we mail out Open Premium notices with cancellations dates indicated
Mr& Mrs*** have requested a complete accounting of their policyOur records reflect that we have received the following payments from the insureds:
Payments Received
07/11/$60.00-
06/13/$158.16-
05/12/$ 9.76-
04/17/$ 70.04-
04/14/$ 300.00-
01/13/$ 207.59-
12/13/$ 204.15-
11/14/$229.00-
Total Payments received: $1,
Mr& Mrs*** were receiving cancellation notices as we were not receiving their payments on time and they were paying in arrearsIn addition, our records reflect that we mailed out several notices and installment billsOur installment bills do have an installment payment schedule listed which shows what the future scheduled payments will be
Our records show that Mr& Mrs***'s policy with us cancelled effective 7/30/At the time of policy cancellation, Mr& Mrs*** had an outstanding premium due of $for coverage that was afforded to them from 11/13/to 7/30/
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: XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/13) */
October 13,
Revdex.com, Inc
*** *** *** ***
*** 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 2, Your complaint assignment has been referred to me for response
At this time we are unable to locate a policy number for a *** ** with the contact information provided to the Revdex.comIn order to investigate Ms**'s concerns further we would need to know her AAA policy number and claim numberWe have sent an email to Ms** informing her of this as well but to date have received no response
Once we are provided with this information we will be happy to investigate her concerns and provide a more detailed response
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 Business Response /* (1000, 5, 2015/08/05) */
August 5,
Revdex.com, Inc
Broadway, Suite
Oakland, CA XXXXX
Attention: *** ***
Re: Our Policyholder: *** ***
Claim Number: Auto XXXX-XX-XXXX
Date of Loss: July 12,
Revdex.com File Number: XXXXXXXX
Complainant: *** ***
Dear Ms*** ***:
We are in receipt and have reviewed Mr*** ***'s complaint to your department submitted on July 23, Your complaint assignment has been referred to me for response
As requested, here is our position
Mr*** was involved in a parking lot auto accident at the San Jose Airport with one of our auto insured policyholdersUnfortunately, our policyholder did not report to us that he was fully responsible for the accidentOur Claims Division investigated the loss and found both parties, each 50% responsible for the accident
In his complaint to you, he asked desired resolution for an inspection and repair of his vehicleWe have reached out to Mr*** to inspect his vehicle and as of today, we have not heard from himBecause of the evidence in front of us, we are offering 50% payment for the damages to his vehicle
If Mr*** should have any questions concerning the claim status & process, he may contact the following parties in our Claims Division:
AAA Adjuster: *** ***, Phone Number: XXX XXX-XXXX extension: XXXXXXX
AAA Supervisor: *** ***, Phone Number: XXX XXX-XXXX extension: XXXXXXX
Should you have any questions or require any additional information, please contact me directly at the number below
Sincerely,
*** ***
Policyholder *** Analyst
CSAA Insurance Group, a AAA Insurer
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 10, 2015/06/25) */
June 25, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 17, 2015. Your complaint assignment has been referred to me for response.
We our sorry Mr. [redacted] feels we caused unnecessary delays. However as part of our claims investigation we were required to obtain a copy of the police report. We informed Mr. [redacted] of this on several occasions. On 6/24/15 we obtained a copy of the police report and have now accepted liability. Claims adjuster [redacted] reached out to Mr. [redacted] today to advise him.
If Mr. [redacted] has any additional questions regarding this claim he should reach out to claims adjuster [redacted] at X-XXX-XXX-XXXX ext. XXXXXXX.
Thank you for giving us the opportunity to address the consumer's concerns.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 18, 2015/09/25) */
September 25, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: Ms. [redacted]
RE: Case # [redacted] - [redacted]
Dear Ms. [redacted]
Thank you for taking the time to...
contact us regarding Tom and [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have contacted Mr. [redacted], apologized for the lack of follow-up, and addressed his concern to his satisfaction.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
Initial Consumer Rebuttal /* (2000, 20, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms.[redacted] called me personally and apoligized for the lack of response to my concern. You could tell that she was sincere and told me she is investigating the lack of response and customer service from AAA. She proposed a resolution that was fair and just. I appreciate her call and also your help in this matter by contacting AAA.
I'm glad there is an institution like Revdex.com that Cares about people.
Sincerely,
[redacted]
It took 3 weeks for AAA to give the autobody shop the OK to fix my car. Accident reported on 8/25. Picked my car up on 9/25. Communication poor to nonexistant. Call to the call center never returned. TERRIBLE customer service even after involving supervisor and supervisors supervisor. I am currently shopping for a new insurance company. Absolutely deplorable service. Also, the car rental portion of my policy states I would be given a COMPERABLE car for the duration. My car is a top of the line Leus 430 sedan. I was put in a Jeep Patriot. In what reality is that comperable. Seriously. And getting that was a struggle.
Initial Business Response /* (1000, 5, 2015/04/07) */
April 7, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] Street
[redacted]...
XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on March 30, 2015.
A review of our call records reflects that Ms. [redacted] spoke to one of our service representatives on March 30, 2015. During the call Ms. [redacted] was inquiring as to what is covered under her policy contract and was seeking information. Ms. [redacted] did not ask to file a claim and we do not have record of a claim from her for her stairs.
I have informed our claims group that Ms. [redacted] would like to report a claim and they should be reaching out to her to begin the process. In addition, if Ms. [redacted] would like to speed up the process she is welcome to contact our claims group directly at X-XXX-XXX-XXXX and report the loss.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken to someone in the claims department but they are still trying to dispute the fact that these stairs are rotten and that my claim may not be valid! Who can say when something is going to deteriorate within a matter of time. All I know is someone needs to pay for this before someone gets hurt and if I am paying homeowners insurance then they better pay for it.
Final Business Response /* (4000, 9, 2015/04/13) */
April 13, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted]
[redacted], ** XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint rebuttal to your department website submitted on April 9, 2015.
It is important to note that Ms. [redacted]'s homeowner policy is not a maintenance policy and homeowners are expected to properly maintain their home. Ms. [redacted]'s policy is meant to cover for named perils and unexpected losses and certain policy exclusions do apply.
At this time Ms. [redacted]'s claim is still being reviewed and no decision has been made regarding whether coverage will be afforded or not. The claims group will inform Ms. [redacted] in writing when a final coverage decision has been made.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, we are not neglecting our property! If something is rotting away underneath a surface how are we to know that! She can take her nasty response and stick it were the sun don't shine! They are a bunch of insurance crooks who have no intentions of paying for anything! Like I will continue to say, who ever gets hurt the law suit will be forwarded to them!! They can keep their written response!
Initial Business Response /* (1000, 5, 2014/05/21) */
May 21, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Auto Policyholder: [redacted] driver: [redacted]
Claim Number: Auto XXXX-XX-XXXX
Date...
of Loss: 4/18/2014
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on May 13, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We received a call from GEICO Insurance on April 18, 2014, on behalf of Ms. [redacted], submitting a claim for damage by one of our policyholders to her vehicle. At the time of this report, there was no incident on record. In order for us to afford liability coverage on Ms. [redacted]'s vehicle, we needed confirmation from our policyholder of incident. We phoned and sent correspondence to our policyholder. They did not respond until May 14, 2014. With our policyholder's confirmation and acceptance of responsibility for the accident, we immediately contacted Ms. [redacted] (on May 14) to inform her of the acceptance of liability. We are in contact with Ms. [redacted]. Our Claims Department is in the process of photographing, securing an estimate, and documentation of ownership (in order to process payment) to conclude her claim. We have also made arrangements for a rental vehicle for Ms. [redacted].
We have explained to Ms. [redacted], the delay is in securing a confirmation from our policyholder. We hope Ms. [redacted] can understand as we are sure she would not want her insurance company GEICO to pay for a loss out of her policy without conversation (and confirmation of incident) with her first.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder Relations Analyst
Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/10/01) */
October 1, 2014
Revdex.com, Inc.
[redacted] CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: 17-KXXXXX-X
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on September 29, 2014 regarding automobile claim #17-KXXXXX-X. Your complaint assignment has been referred to me for response.
We are aware of Ms. [redacted]'s demand, however please be advised that this claim is currently in active litigation. As a result we are not able to comment regarding Ms. [redacted]'s complaint at this time as it is a legal matter.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/04/06) */
April 6, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
...
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on March 25, 2015 regarding his Home policy #HO-XXXXXXX. Your 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 matter. As 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 /* (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, 2016/03/18) */ March 18, 2016 Revdex.com, Inc. [redacted] Suite [redacted] CA XXXXX Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: XXXXXXXX Dear Mr. [redacted] We are in receipt and have reviewed [redacted]'s...
complaint to your department submitted on March 8, 2016. Your complaint assignment has been referred to me for response. At this time we would like to assure Mr. [redacted] that we have added him and his address of [redacted] San Francisco, CA XXXXX to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailings. In addition, we have informed our partner AAA Northern California, Nevada & Utah of his request and they have placed him on their Do Not Solicit list as well. Thank you for the opportunity to address the insureds concerns. 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] Specialist CSAA Insurance Group Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]...
[redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on October 23, 2015.
We are unable to locate a claim based on the information Ms. [redacted] has provided in this complaint. As a result, on October 29, 2015 I left a message on the number provided in this complaint for Ms. [redacted] advising that additional information was needed in order to investigate the matter and asking for a call back. As of today I have not received a response back.
At this time in order to research Ms. [redacted]'s concerns we would require the AAA Claim number as well as the name of our insured that was involved in this accident. Once Ms. [redacted] provides this information, we will be happy to review the matter and provide a response to her concerns.
Thank you for giving us the opportunity to address the consumer's inquiry. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2015/04/07) */
April 7, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]...
[redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website received on March 23, 2015.
Ms. [redacted] has an auto policy #CAASXXXXXXXXX with us and was previously set up on automatic payment. On 10/27/14 a notice was mailed to Ms. [redacted] informing her that when we went to draft her account for her monthly payment it was returned by her bank and that her payment was past due. Subsequent bills and notifications were mailed and on 11/30/14 her policy cancelled due to non-payment of premium. On 12/16/14 Ms. [redacted] contacted us and her policy was reinstated.
Ms. [redacted] has indicated that she would like us to change the payment due date on her policy. Ms. [redacted]'s auto policy is a contract and as such an auto policy due date will always be the same date of the month that the policy became effective. In Ms. [redacted]'s case the original effective date of her policy was 8/17/12 which means her payments will always be due on the 17th of every month.
We understand that Ms. [redacted] would like to change the policy due date of her monthly premium so that it is at the beginning of each month. The only way to accommodate this request would be to rewrite her policy with a new effective date that is near the 1st of the month. We are willing to make an exception and accommodate Ms. [redacted]'s request and maintain her policy base year.
As a result, we have asked a service representative from the Albany branch office to reach out to Ms. [redacted] and begin the re-write process. This should happen shortly. Once this is done our underwriting group will process this and she will have a new policy due date.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
CSAA Insurance Group
Policyholder [redacted] Analyst
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (4200, 18, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My insurance agent, MS. [redacted] informed me that she was going on maternity leave from April to mid-August, 2015; at that time I was informed that her co-worker who I believe is [redacted], would make sure my 'auto pay' monthly payments are processed on time; my request for several weeks prior to my agent's maternity leave is to have my monthly auto payments to coincide with my pay day which is the first week of each month;instead of the 18th of the month, which is burdensome for me; the policy was rewritten to reflect the change of due date and I was charged extra for doing so; then last month I receive two noticesthe first about missing payments; and then another shortly after the 18th, stating my policy had lapsed and was cancelled; my follow up calls were diligent and numerous; trying to reach the policyholder and services solutions Vice President, [redacted] and/or his staff at the Berkeley; Mill Valley and Oakland, Ca offices; with the help of my Physical Therapist and two of your staff, Ms. [redacted] and the person that had a three way call with my physical therapist, myself and your staff, the missing payment and fee has been paid again; and
HOPEFULLY, the 'auto payment' due date has been changed to coincide with my payday, the 3rd of each mobnth!