Initial Business Response /* (1000, 5, 2014/02/11) */
February 11, 2014
Revdex.com, Inc.
Attention: [redacted]
[redacted]
[redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]...
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]’s complaint to your department website submitted on January 26, 2014.
In researching Ms. [redacted]’s concerns for her automobile policy #[redacted] we found that there may have been some confusion with regards to the policy and premiums owed. In an effort to clear up any confusion, we would like to provide this summary.
In question is the outstanding amount on Ms. [redacted]’s policy #[redacted]. This policy last renewed on February 20, 2013. At the time of policy renewal the following vehicles were listed on the policy:
[redacted]
[redacted]
Ms. [redacted] was listed as the owner of the policy and her son [redacted] was listed as a rated driver. The annual premium for both vehicles and both drivers totaled $2,532. At policy renewal there was also an outstanding balance due in the amount of $150.68 for the 2012/2013 policy term.
On 2/9/13 we received a call from Ms. [redacted] requesting that we remove the 2011 Buick and add a 2006 Volkswagen. This resulted in a return premium of $64 which was used to offset the annual premium owed.
Below is a breakdown of charges and credits that were applied for this policy term:
Renewal Period 2/20/XXXX-X/20/2014
Outstanding Amount Due from prior policy term $ 150.68
Original annual premium billed $2,532.00
Total Monthly Finance Fees from 3/29/13-12/4/13 $ 104.20
Less 2/20/13 return of premium removal of Buick addition of Volkswagen -$ 64.00
Less 11/8/13 Removal of 2004 Honda and insured [redacted] -$ 318.00
Less return of premium due to policy cancellation on 12/20/13 -$ 230.00
Premium Due from 2/20/13-12/20/13 $ 2,024.20
Less 2/20/13 payment -$1,160.00
Less 10/24/13 payment -$ 150.68
Remaining Premium Due $ 864.20
In reference Ms. [redacted]’s claim that she did not authorize her sons insurance cost after March 1st, 2013, we do not have record that she or her son called in to request this removal back in March 2013. Our underwriting guidelines indicate that in order to backdate the removal of her son and the 2004 Honda prior to 11/8/13 we would require proof that her son obtained insurance with another carrier prior to 11/8/13. Our call center representatives have informed her of this on several occasions. Once we obtain this proof, we can then backdate the removal of her son [redacted] and the 2004 Honda to the date he obtained the other insurance. This documentation is required and per the policy contract. We are not unique in this guideline as other insurers follow the same requirement as it is an industry standard to know and rate based on exposures.
In summary, Ms. [redacted] has an outstanding balance owed of $864.20 for insurance premium that is due and payable. If proof of other insurance for her son and the 2004 Honda is submitted by Ms. [redacted] then we can backdate the removal of her son and the vehicle back to the date the other insurance was obtained. We are not able to waive this amount unless proper documentation is submitted as per the California Department of Insurance guidelines, we are unable to waive insurance premiums.
Thank you for giving us the opportunity to address the consumer’s 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: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not responsible for his liability for his insurance as he is not a minor and I did notify the company on March 1st although it is my word against theirs. I was not told when I called that this problem would occur or I would have requested proof in writing. I have been a valued customer for a long time and respected in my community and within my position as a state of California Registered Nurse. If this continues I have no other choice but seek legal counsel to relieve myself from this harassment. Please let me know now if this will be removed asap!!! I believe the legal system will understand and protect my rights from the verbal agreement I received. It is not my responsibility to provide proof of my sons insurance. You may pursue him but at this point this is harassment of me.
Final Business Response /* (4000, 15, 2014/03/10) */
March 7, 2014
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 second rebuttal response to your department website submitted on February 26, 2014.
In her rebuttal Ms. [redacted] mentions that her son's initial insurance after he left his mother's policy was with AAA. When we originally were alerted to this complaint we did conduct a search for her son in our system but could not find a policy for a [redacted]. Since Ms. [redacted] has confirmed that her son did obtain coverage with us we were able to conduct more research and found a policy for a [redacted] and confirmed, based on the driver's license on both policies, that this was her son.
Our records indicate that [redacted] obtained a policy #CAW-XXXXXXXXX with us effective September 4, 2013. As a result we have removed her son [redacted] from her policy effective September 4, 2013, the date he obtained his new policy with us.
The backdate removal of her son from Ms. [redacted]'s policy #LDXXXX-X effective 9/3/13 resulted in a return premium credit in the amount of $196 for the period of 9/3/13 to 11/8/13. We have applied the $196 credit to the outstanding balance owed. As a result, at this time our records reflect that Ms. [redacted] now owes $668.20. The $668.20 is now due and payable.
In regards to Ms. [redacted]'s claim that she had previously requested phone records from us, this is the first time we have heard of this request. Our calls are recorded for quality and training purposes and it is not our practice to provide this information to our policyholders.
In regards to Ms. [redacted]'s claim that that we admitted a mistake by overcharging her, we do not agree with this statement. At this time we feel that we have adequately addressed all of Ms. [redacted]'s concerns.
AAA reserves the right to raise any additional legal or factual bases supporting our decision to the extent permitted by law. If Ms. [redacted] believes this matter has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, [redacted] XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
Anne Etcheveste
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Final Consumer Response /* (3000, 13, 2014/02/26) */
I was present on the phone when my son did notify them of the change of insurance. His initial insurance apart from the policy was through AAA. I made at least 3 phone calls each time a statement of error was sent to me. I was credited back on my account for the admittance by AAA that they were in error .This credit by AAA occurred for the this overcharge in July or August 2013.and I now would like copies of my entire bill including these credits as proof of there harassment. During none of these conversations I was told I needed to supply a copy of his insurance and he has since moved out of state. Again I am requesting all phone contact records and credits made to my account since AAA had admitted there mistake by overcharging to my account and credited to me. There actions at this point feel harassing and I am requesting all records of actions on my account for 2013 including dates of phone conversations credits as I this feels like I am being damaged by AAA continued pursuit from there poor accounting practices. AAA credited my account in July or August 2013 and because they admitted the error of overcharge by not removing my son from the policy. He carried insurance through AAA initially by himself after removal from my account as well. I made several conversations to them in regards to this matter.
Initial Business Response /* (1000, 5, 2015/12/11) */
December 11, 2015
Mr. [redacted]
[redacted]
[redacted] CA XXXXX
RE: Revdex.com CASE#: XXXXXXXX
Dear Mr. [redacted]
I want to personally apologize for the failed service and the poor follow-up that resulted in your...
complaint to Revdex.com.
We failed to provide customer service in a manner that is consistent with our high standards, that you have come to expect, and that our Members deserve. We exacerbated the poor service by not following up. There is no excusewe did not perform to the level that has been a hallmark at AAA for over 100 years.
We have coached the Team Members involved in providing stellar customer service, reminding them that we are here because of our Members. To compensate for our lack service, we will pay your membership dues when it renews on April 13, 2016.
We appreciate you trusting us with all your insurance needs and membership and hope to regain your confidence once again.
Please feel free to contact me with any questions for concerns.
Sincerely,
[redacted]
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
CC: [redacted]
Dispute Resolution Specialist
Tel: XXX XXX-XXXX
Fax: XXX XXX-XXXX
[redacted]@Revdex.comemail.org
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 18, 2016Revdex.com, Inc. 1000 Broadway, Suite 625Oakland, CA 94607Attn: [redacted]Re: Complainant: Scott [redacted]Revdex.com File Number: [redacted]Dear Mr. [redacted]We are in receipt and have reviewed Scott [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] 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 Relations SpecialistCSAA Insurance GroupPhone Number: 1-855-[redacted]
Initial Business Response /* (1000, 5, 2015/01/23) */
January 23, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding:Revdex.com Case #:XXXXXXXX
CSAA Auto Policy #: AZS-XXXXXXXXX & AZSS-XXXXXXXXX
Consumer:...
[redacted]
P.O. Box 1475
Congress, AZ XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on January 7, 2015. Your complaint assignment has been referred to me for response.
In reviewing this account we found that we did delete the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX on 6/20/14 from auto policy # AZS-XXXXXXXXX. As auto policy # AZS-XXXXXXXXX renewed on 7/1/14 the removal of the vehicle on 6/20/14 resulted in a prorated credit of $15 which was applied to the policy and credited to the insured.
On 7/1/14 Ms. [redacted]'s auto policy #AZS-XXXXXXXXX converted to a new policy #AZSS-XXXXXXXXX. In researching this issue we found that the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX did not transfer over correctly to the new policy #AZSS-XXXXXXXXX on 7/1/14. As a result our system was showing the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX as an insured vehicle from 7/1/14 to 1/1/15. As a result Ms. [redacted] is correct a credit is due her for the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX from 7/1/14 to 1/1/15. A refund in the amount of $218 was sent via overnight mail to Ms. [redacted] on 1/14/15. An additional credit is being calculated by our underwriting department and will be forwarded to Ms. [redacted] within the next 10 business days.
In addition, at the 1/1/15 to 7/1/15 policy renewal the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX did show on the policy declaration. However we mailed out a corrected policy declaration page on 12/24/14 which showed that this vehicle had been removed for the 1/1/15 to 7/1/15 policy term and she was not charged for it. Ms. [redacted] cancelled her policy on 1/14/15. On 1/15/15 we mailed a refund check in the amount of $80.60 to Ms. [redacted] for unearned premium.
We regret the negative experiences Ms. [redacted] has had and once again we would like to apologize for any confusion or frustration Ms. [redacted] may have experienced. 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
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the response and a partial refund, I want to know why I paid 318.00 for the 6 months for the ford focus and only received a refund of 223.00? This was not MY error and I find their business practices fraudulent, intimidating and illegal. I also want a written apology for the threats received and the treatment and lack of follow through until I threatened Revdex.com action. This is unacceptable to me and has caused us to cancel all of our policies and change companies after so many years of loyalty.
Final Business Response /* (4000, 9, 2015/02/09) */
February 9, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: AZS-XXXXXXXXX & AZSS-XXXXXXXXX
Consumer: [redacted]
P.O. Box 1475
Congress, AZ XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to our response submitted to your department website on February 2, 2015.
In our 1/23/15 response, we indicated a refund in the amount of $218 was sent via overnight mail to Ms. [redacted] for the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX from 7/1/14 to 1/1/15 and that an additional credit was being calculated by our underwriting department. Our response indicated, that once calculated, the additional refund would be forwarded to Ms. [redacted] within the next 10 business days. On 1/30/15 an additional refund in the amount of $100.00 (check #XXXXXX) was mailed to Ms. [redacted] to the address on file: P.O. Box 1475, Congress, AZ XXXXX.
As previously stated, we regret the negative experiences Ms. [redacted] has had and we do apologize for any confusion or frustration Ms. [redacted] may have experienced. A formal letter of apology is being mailed to Ms. [redacted] today.
Thank you for providing 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 General Insurance Company
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
[redacted]
Attn: Ms. [redacted]
RE: Revdex.com CASE#: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us...
regarding Ms. [redacted] complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
Please convey our sincere apology to Ms. [redacted] for receiving unwanted mail. We have flagged her information from receiving further solicitation. Flagging the information was immediate, but it takes six to eight weeks to be completely removed from all future mailing.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations - Executive Office
AAA Northern California, Nevada & Utah
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/06/10) */
Submitted Wednesday, June 10, 2015.
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: 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 26, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] reported a claim to us on April 21, 2015 for damage to her [redacted]-[redacted] we confirmed the other party was at fault, a check in the amount of $500.00 (Ms. [redacted]'s deductible) was mailed to Ms. [redacted] on 5/5/2015. The following day, this check was cancelled (on 5/6/2015) and an electronic transfer of $500.00 was placed into her credit union account. This transaction was done with Ms. [redacted]'s approval (as we collected her account information at the time). We also issued an electronic transfer for the value of the vehicle in the same manner, that same day.
On May 21, 2015, Ms. [redacted] contacted us and said she deposited the check we mailed to her home and the bank informed her of the stop-pay we placed on it. We reminded Ms. [redacted] of how the electronic transfers were completed instead. We offered Ms. [redacted] that we would pay any transaction fees, her credit union or the vendors involved charged as a courtesy.
In her complaint to you, Ms. [redacted] feels we should pay for her personal expenses (overdrawn charges and expenses on her account), unfortunately, we cannot grant this request. This was also explained to Ms. [redacted] on 5/21/2015 via our Claims Department. We have issued a total of $37.95 in fees ($10.00 on 5/25/2015 and $27.95 on 5/26/2015).
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, a AAA Insurer
Phone: XXX XXX XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this due to the fact that I was dealing with two different individuals that work for AAA insurance.Unfortunately due to the lack of miscommunication on the part of Ms.[redacted] to Ms. [redacted] a phone call via email or which they work in the same building,Ms.[redacted] from my understanding and herself was required to only do Property damage and to contact [redacted] on Bodily injury regarding my deductible.I had talkto Ms.[redacted] before and during the he accident on 4/21/15.I feel like it was a lack of miscommunication and judgment on Ms.[redacted] and she did not fulfill her obligation to myself or Ms.[redacted] like she stated.As far as personal expenses on my account that were in lieu from the check deposit that was told to me from Ms .[redacted] that was coming in the mail,not mentioned from [redacted] was an accurate and I have documents that claimed that there was not a stop payment on that other payment,futhermore the stop payment was not issued til weeks later which should have not been sent from Ms [redacted] to begin with only from [redacted] Also Ms.[redacted] her self talk to [redacted] and she mentioned why did [redacted] her job for her and not mention it to her or consult her about it,in order not to send a duplicate.She also stated that she spoke to Ms [redacted] that following day I spoke to her and she blatinley said she would fix the error and contact her back,she never called her backto confirm the mistake but contacted my self and said everything should be fine.Following the same day Ms.[redacted] called me and stated if Ms [redacted] called me..I said yes..Ms.[redacted] was kinda confused on not the call back she was promised.I feel as a consumer I don't have access to stop something that was out of my judgment or hands,As of today because of Carelessness forgetfulness confusion and trying to do another worker's job my account is negative and is suffering due to a lack of miscommunication.There should be some fault or accountability on Ms.[redacted] and AAA Company
Final Business Response /* (4000, 11, 2015/06/24) */
June 24, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s additional response to your office dated 6/12/2015.
We are sorry that our reply cannot be more favorable, however we feel that we have sufficiently given her issue its due consideration. We have fully investigated and stated our position in our correspondence to your office on 6/9/2015. At this time, we consider this matter closed.
Should you have any questions or require any additional information, please do not hesitate to contact me directly at the number listed below. Thank you.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group, a AAA Insurer
Phone: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 13, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel this matter is unreasonable and it has caused me to be in a financial bind.Nothing else further as far as a response from my end,But please do what you have to do as Revdex.com and let further action continue and you have my full consent and I hope in the near future AAA can fix there communication issues.But if further action needs to be taken I will close this matter as well because AAA does not wanna take responsibility for there actions
Initial Business Response /* (1000, 8, 2014/11/14) */
November 14, 2014
Revdex.com, Inc.
Attention: [redacted] 625
[redacted] CA XXXXX
Regarding:Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: OHSS-XXXXXXXXX
Consumer: [redacted]
[redacted]...
[redacted]
[redacted] OH XXXXX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on October 29, 2014.
In researching Mr. **'s concerns regarding his automobile policy #OHSS-XXXXXXXXX we found that for the 11/9/14-5/9/15 policy term our system erroneously rated for an accident that was previously waived. The policy had previously received a benefit for 5 years of accident free driving. When the system mistakenly rated for the accident, that benefit was removed. As a result we have now re-applied the accident surcharge waiver and the new premium for the 11/9/14-5/9/15 policy term reflects this. We would like to thank Mr. ** for bringing this to our attention.
In regards to the Consumer Information Notice Mr. ** received, we ask that he please disregard. We would like to confirm that we have reviewed the details of his policy and that his Insurance Score did not change and thus impact his policy premium.
We would like to apologize for any confusion or frustration Mr. ** may have experienced. 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 Relations Analyst
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
11/25/2014
I thank Revdex.com and AAA for addressing my complaints.
My complaints had 2 parts, while AAA addressed the first part, it did not address the second part,
cited below:
[redacted]
A second complaint:
My Nov. 2013 renewal notice showed a rate increase of over $30 and it said that the rate increase was Due To "driving record". I requested
"driving record" which had a recent NAF item; and I questioned AAA customer service. The representative then replied that the rate increase was Not due to "driving record", but due to general rate inflation. Please observe the contradiction there!
[redacted]
I think the rate increase of about $35 in the Nov. 2013 bill was probably due to incorrect rating as well (same as what happened for Nov. 2014 bill). I wish AAA can look into this as well.
Also, please provide me a copy of my insurance score used for rating, if applicable.
Final Business Response /* (4000, 12, 2014/12/03) */
December 3, 2014
Revdex.com, Inc.
Attention: [redacted] CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: OHSS-XXXXXXXXX
Consumer: [redacted]
[redacted] #D
Fairborn, OH XXXXX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department website submitted on November 25, 2014.
In regards to Mr. **'s November 2013 renewal and rate increase, we have reviewed that renewal and find that the Consumer Information Notice that Mr. ** received back in October 2013, which cited that the increase was due to his driving record and a Not At Fault (NAF) accident was sent to him in error. Our records reflect that the accident surcharge waiver was correctly applied at the November 2013 renewal and his premium was not impacted by the NAF accident.
Mr. ** is correct that at the November 2013 renewal his premium did increase over the prior policy term by $30. The increase for the November 2013 renewal was due to an Ohio rate revision that went into effect for all policy renewals after 8/3/13.
If Mr. ** would like to learn more about his Insurance Score he may go to www.consumerdisclosure.com .
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
CSAA Insurance Group
Policyholder Relations Analyst
Phone Number: XXX-XXX-XXXX
I have been a CSAA insured driver since 1983 and pretty satisfied with their customer service, which has encompassed reasonable policy rates for each of those 43 (!) years and fortunately, very few claims. I recently had to open a claim for damage caused by a car wash to the GPS unit in my car. Long story short, the claims process with my claims rep Steve E. (located somewhere in Colorado Springs or Salt Lake City, can't remember exactly) took an excruciating long period of time, with voicemail, missed calls, ignored emails or absolutely no follow-up. TWO MONTHS after opening my claim and not getting a response to emails or voicemail, I called to speak to a supervisor. A kind agent I reached tried to contact the rep and while I was on the phone, messaged him (yes, you read that right) through their AAA claim online system. She wanted to know the status of my claim so he texted her that the claim was closed by his supervisor. What?! I asked that he contact me to tell me why - why things took so long, why the claim was closed, and why I never heard from him. Guess what, I'm still waiting for that contact back. So my advice to you is if you have a claim that is taking longer than a week or two to resolve after you have submitted the information and your statement, ask to speak with a supervisor because you are not getting a satisfactory response from your assigned rep. I wish I had done this sooner! I'm so angry with AAA that I've decided to leave them after 4 decades because clearly they don't provide the great customer service they used to, and don't value customer loyalty. For clarity, this review is only for CSAA insurance, not the road service membership that is awesome and worth every penny. Thanks for reading, and better luck to you all. I am Sadder but Wiser.
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on August 21, 2015 regarding auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Ms. [redacted] also submitted a complaint regarding this claim to the California Department of Insurance. As a result, please be advised that we will be resolving this issue through the California Department of Insurance.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
David[redacted] at XXX-XXX-XXXX x-XXXXXXX; Supervisor is [redacted] at XXX-XXX-XXXX; mislead the conversation with my son, Mr.[redacted] fabricated my sons statement - Ms.[redacted] crossed the double yellow line and struck my 2003 Honda Accord; Mr.[redacted] reversed and said my son did the action of Ms.[redacted]. My insurance company, State Farm, found Ms.[redacted] to be at 50% liability. The Department of Insurance advised me to take CSAAA to Small Claims court.
Final Business Response /* (4000, 15, 2015/09/14) */
September 14, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on September 10, 2015 regarding auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.
We disagree with Ms. [redacted]'s statements. Due to all the evidence on file, we do not have sufficient evidence to prove negligence against our insured and therefore we are not accepting any liability. At this time we feel we have fully addressed the issues raised when we responded to the California Department of Insurance complaint and consider this matter closed.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (3000, 19, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the witnesses did not see the accident, second Mr.[redacted] fabricated my sons statment, third Mrs.[redacted] crossed the double yellow lines when she avoided cyclists on her side of the street - striking my 2003 Honda Accord and causing extensive damage.
Ms.[redacted] is 50% liable for causing this accident. CSAA had the claim at 50%[redacted] liability until they saw the extensive damage to my vehicle, at such time they changed the liability.
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@goAAA.com
November 10, 2014
Revdex.com, Inc.
[redacted]
[redacted] CA XXXXX
Attn: [redacted]...
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us regarding [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
After researching Ms. [redacted]'s case, she is correct; a statement should have been mailed to her when the payment wasn't collected. We have reviewed this incident with the correct department to ensure this is an isolated event.
I have created a new Plus Membership account for [redacted] and [redacted] at no cost. This Membership will renew on November 10, 2015. This information has been emailed to Ms. [redacted] today. If there are any further questions or concerns please do not hesitate to contact me directly.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
[redacted]@goAAA.com
Initial Consumer Rebuttal /* (2000, 7, 2014/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded with an apology and a year's free membership. They promise to look into better communication between their departments. I wish I could believe them, but they have not been very successful in convincing me so far. I dropped their insurance (this case concerns their road service) about a year ago because of poor customer service and failure to inform me of major changes in my policy.
Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: [redacted] Insurance Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaanwohio.com
Ms. [redacted]'s auto insurance is written with CSAA Insurance Group, a provider of AAA branded insurance. AAA Northwest...
Ohio is the Insurance Agency who sells products for them under the AAA Insurance brand. Her dispute is directly with CSAA, the insurance company, and not with AAA Northwest Ohio. CSAA is an independent insurance company who handles all of their own billing under specified guidelines that are submitted, approved and regulated by the Ohio Department of Insurance. AAA of Northwest Ohio does not have any control over CSAA and their billing practices.
Specific to this complaint:
The bill that started this incident was generated on 12/20/14, 21 days prior to her 1/9/15 due date. Ms. [redacted]'s January payment was received two weeks late. On 1/15/15, a cancellation notice was generated that notified the insured her payment was not received and that January's payment was due by 1/27/15 in order to continue to have auto insurance coverage with CSAA. An electronic check payment was posted at our South Branch on 1/24/15 to keep the cancellation from occurring.
Once the late payment was received, CSAA generated the February bill for Ms. [redacted]'s auto insurance. The bill in question was actually printed on 1/27/15, postmarked 1/29/15 and received by the insured 2/3/15. This bill was generated three days after the insured's January payment, which was two weeks late and posted 1/24/15. The company does not change the due date of its payments. CSAA insurance policy payments are due on the date that coincides with the policy inception date. The auto policy started 11/9/14, so her payment is always due on the 9th of the month. As a courtesy to the insured, CSAA did withdrawal their cancellation notice with the posting of her January payment 1/24/15, but the February payment was still due on 2/9/15. The short notice is due to the fact her January bill was paid late and the bill was not generated until the January payment was received.
We are asking for this complaint against AAA of Northwest Ohio to be rescinded. We have attempted to contact Ms. [redacted] for three days to no avail. If Ms. [redacted] has an issue with the 21 day policy for billing, she would need to take that complaint directly to CSAA, her auto insurance provider. Their contact information is on all her policy documents and her billing statements. I am more than happy to provide the insured, or Revdex.com, with all the billing documents in question. Thank you.
Initial Consumer Rebuttal /* (3000, 18, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know my responsibilities for payment of the insurance. The problem was that they did not mail out the bill early enough for me to pay it by mail. I pay this bill by mail unless I am at the AAA office. the whole issue is that they need to ensure that they mail out the bill timely so that I receive it timely. They are just skirting the issue with the response that they sent.
Final Business Response /* (4000, 20, 2015/03/06) */
March 6, 2015
Revdex.com, Inc.
[redacted] CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted] Dawn [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted] Dawn [redacted]'s rebuttal to your department submitted on February 9, 2015 and received by us on 3/3/15. Your complaint assignment has been referred to me for response.
In response to Ms. [redacted]'s assertion that we did not mail her bill out early enough for her to pay for it in time, we are sorry she feels that way and we appreciate her feedback. It is our position that our notifications were properly sent to her.
Thank your 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] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/20) */
January 20, 2016
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]
Thank you for taking the time to...
contact us regarding [redacted]'s complaint against AAA Northern California, Nevada, & Utah (AAA NCNU). We appreciate the opportunity to clarify our position.
The experience Mr. [redacted] described is certainly not the type of experience we want for our Members. Her check was sent to her insurance account instead of the 7 Membership accounts she was trying to pay for. Since 6 out of the 7 Membership accounts have lapsed, we created 6 new Membership accounts.
[redacted] was notified via email of the new account numbers and provided temporary Membership cards of the accounts. In addition, we have also submitted a full refund request in the amount of $460.00. She will receive the refund check within the next 14 business days.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
[redacted]
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
[redacted]@goAAA.com
Please be advised I wish to make a formal complaint. I have been a member of AAA since 1996. In all that time I have used AAA maybe 3 or 4 times. Today 12-26-16 at about 11:30 AM I placed a problem call requesting service tow out of a ditch. I was initially told by Mr. [redacted] no problem we will send a tow truck in about 45 minutes. After about an hour I called a 2nd time and again spoke to Mr. [redacted] – requested a status update. Mr. [redacted] was very polite. After about 2 hours, I called a 3rd time – requesting a status. The 3rd call answered by a sorority sister who told me I’m not covered because I’m in my drive way. I explained I was not in my drive way. I was at my Daughters new house 7 miles from home. She still insisted it does not matter you’re in a driveway. I again reiterated my plight. My daughter’s house is new construction up a hill off Friant Highway. She said I was not covered. My next question was why didn’t the 1st AAA person deny my call for a tow?
My gripe is simple. I was lead to believe AAA would help tow me out of a ditch instead I wasted 2 hours of daylight waiting in vain. It seems your rules of what’s covered and what’s not are very subjective depending on who answers your request. I was asked for a location so I gave the address. Had I said “Frontage road” or secondary rural road? I suppose I would have been covered.
Note, at this point I see no value in continuing our relationship. Additionally I do not wish to renew my membership.
Initial Business Response /* (1000, 5, 2014/09/23) */
Revdex.com Complaint Case #: XXXXXXXX
Consumer & Our Policyholder: [redacted]
Our Auto Claim Number: XXXX-XX-XXXX
Date of Loss: 6/29/2013
Attention: [redacted] Dispute Resolution Specialist
We are in receipt and have...
reviewed Ms. [redacted]'s complaint to your department submitted on September 10, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Our Claims Division reviewed the request from Ms. [redacted] regarding her recent auto claim as referenced above. Ms. [redacted] has made the incorrect assertion that AAA "accidentally registered" her vehicle as a total loss. AAA does not report or register any claims to the national database, National Motor Vehicle Title Information System (NMVTIS), she is referring to. In the event that repairs to a vehicle reaches a certain threshold, we are required to report the vehicle to the state's Department of Motor Vehicles DMV. The state then places a brand on the vehicle's title. As Ms. [redacted]'s vehicle was determined to be repairable, we did not report it to the DMV. Based on our research, it would appear our salvage vehicle contractor, Copart, possibly reported Ms. [redacted]'s vehicle as an owner retained salvage vehicle to the Insurance Services Office (ISO). We can only assume that NMVTIS picked the salvage status from ISO. As Copart is our contractor, we are willing to assist with getting the issue rectified with the NMVTIS and resolution. We reviewed the Desired Resolution presented. On September 19, 2014, we presented The [redacted] with an offer. This offer does not represent an admission of liability. The [redacted] refused to accept. We followed up in written correspondence to Ms. [redacted]. If Ms. [redacted] feels her claim has been wrongfully handled, in whole or part, she can submit an inquiry to the Department of Insurance or review with counsel.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
Corporate Office
XXX XXX XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel as though AAA is not taking accountability for their wrong doing. I used the term "accidentally registered" because I was told by two AAA employees that it was an accident. Although Ms. [redacted] asserts that it was their copart that reported the vehicle as a total loss, I have a copy of the NMVTIS report and it clearly states the report was filed by [redacted] of AAA Northern California on 07/01/2013. The offer presented did not reflect the financial distress that AAA has caused me as I have lost the sale of my car, had to pay the remaining amount of the loan out of pocket, pay for the title and a new title since I had signed the other one over, new insurance, loss of pay for leaving work early to deal with the returned vehicle, take out a loan for my graduate school, which would have been paid for by the sale of my vehicle, etc. The fact that I spent hours on the phone with AAA in order to get anywhere near a resolution. After speaking to the NJ DMV, they assured me it was the fault of AAA. Once I contacted AAA again, they did say that it was an error on their part. However, their offer fails to reflect anywhere near the amount of money I have lost due to this error. I will follow up with a complaint with the Department of Insurance. I had been a loyal AAA insurance customer for nearly 10 years and am appalled by the poor customer service and the overall lack of respect for its customers.
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 11, 2014/10/21) */
October 21, 2014
Revdex.com, Inc.
[redacted]
[redacted] CA XXXXX
Attention: [redacted] Dispute Resolution Specialist
Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of Ms. [redacted]'s additional remarks/comments to your department submitted
on October 5, 2014, regarding the processing of her auto claim.
Our records indicate that Ms. [redacted] also submitted a complaint to the California Department of Insurance for this same matter. As a result, please be advised that we will be resolving this issue through the California Department of Insurance.
Should you have any questions or require any additional information please do not hesitate to
contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group, a AAA Insurer
XXX XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/25) */
August 24, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted] and [redacted]
Our Policyholder/Insured: ...
[redacted]
Our Auto Claim Number: XXXX-XX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted] and [redacted]' complaint to your department submitted on August 10, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] holds an auto insurance policy with us. Her daughter ([redacted]) was involved in a car accident at a four-way intersection. Because the accident involved a controlled intersection, we had to properly investigate the loss by ordering the police report to assist in our liability investigation. We also reach out to the party involved and do not waive a deductible (pay for full repairs) until we have confirmation of liability from either the other party involved and/or the police report (validates & confirms) the physical evidence presented on our policyholder's loss report and vehicle.
Our records indicate her deductible (making a full payment on her car repairs) was released on August 4, 2015. We show an Enterprise Rent-a Car was used for 17 days from July 30 to August 15, 2015. We also show record of a medical claim opened for [redacted] and no payments made under that claim as of today.
We apologize for the service [redacted] and [redacted] informed your office of. Rest assured, the issues she presented today will be presented to claims management. We welcome feedback and will use to improve our service.
I also telephoned Ms. [redacted] on Monday, 8/24/2015 to check-in and collect further feedback. I am waiting to hear back.
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, a AAA Insurer
Direct Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/02/20) */
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted] Porter
Re: Complainant: [redacted]
Claim Number: 02-XMXXXXX
Revdex.com File Number: XXXXXXXX
Dear Ms....
[redacted]
We are in receipt and have reviewed [redacted] Ting Ho's complaint to your department submitted on February 13, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position. Ms. [redacted] made a claim for over 50 cell phones being stolen from her. As part of our investigation into this claim our claims representative, Ms. [redacted] requested a statement regarding this loss. Ms. ** refused to answer many of the questions which we felt were pertinent to the claim and refused to provide us documentation which we needed to help us evaluate and process her claim. Ms. ** then called myself to advise she wanted her adjuster changed on this claim because they were rude. When I asked her if she could give me an example of how [redacted] was rude to her she could not give any example and again insisted that her adjuster be changed. I advised her that we are continuing to investigate her claim and need her assistance and cooperation. I advised her based on our conversation I did not feel it was appropriate to change the claim representative on her claim.
I did go over the claim with claim representative, Ms. [redacted] who advised Ms. ** could not answer any of the basic questions to this loss and refused to cooperate with her request for the needed documents to process and evaluate her personal property claim. We have advised Ms. [redacted] what we will need to process and evaluate her claim and are now waiting on her cooperation and response to our request.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Claims Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 11, 2014/02/27) */
Hi Ms [redacted]
Thank you for your response. They still didn't explain my policy to me and were reluctant to explain why they need the information to investigate the case, for example, they need my sister cell phone number who live in Hong Kong. Which I think is irrelvant to the case. All they said in the response is that they cannot change adjuster and they didnt address the issue for me. I do not think this matter has been resolved. Please let me know what I can do.
Best Regards,
[redacted]
Final Business Response /* (4000, 9, 2014/02/26) */
February 26, 2014
Revdex.com, Inc.
[redacted]
[redacted]
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: [redacted]
Revdex.com File Number: [redacted]
Dear Ms. [redacted]:
We are in receipt of [redacted]'s rebuttal to our response submitted to your department on February 24, 2014. Your complaint assignment has been referred to me for response.
We have reviewed Ms. **'s complaint and found it unjustified. As a result Ms. **'s request for a new adjuster is denied.
Therefore, in order for us to properly process and evaluate Ms. **'s claim she will need to cooperate and respond to claim representative, Ms. [redacted] requests.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: [redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on February 12, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We investigated the additional damaged noted at [redacted] in Fresno. We are paying for the additional damage identified as related to the 12-30-15 accident. We could not consider diminution of value under Mrs. [redacted]'s auto policy, because that first party coverage has an exclusion for diminution of value.
Mrs. [redacted] is represented by an attorney who has made a third party claim for diminution of value under that liability policy.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: ([redacted]
Initial Business Response /* (1000, 9, 2015/07/06) */
July 6, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Our Claim Number:...
XXXX-XX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed Mr. [redacted]'s complaint to your department. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] reported a two-car accident to our claims department on May 18, 2015. Mr. [redacted] was driving his 2001 BMW 330I. The car sustained moderate-major damage. Mr. [redacted] was informed by our Claims Department his BMW did not have collision coverage. He would not be able to make a claim to us for repairs to the vehicle.
Upon receipt of Mr. [redacted]'s complaint to your office, we further investigated Mr. [redacted]'s allegations. Mr. [redacted] feels Anastasia Smart, one of our Service Representatives in our Service Center (phone calls to our 800 phone number for service), did not properly handle changes he requested to his auto policy performed on January 5, 2015. We researched all service transactions on his auto policy dating back to November 2014 including the transaction with AAA Representative Smart.
Unfortunately, our decision remains as given by our Claims Division.
I left a voicemail message for Mr. [redacted] on Thursday, July 2 to discuss.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
Corporate Office
CSAA Insurance Group, a AAA Insurer
Phone: (XXX) XXX XXXX
Final Consumer Response /* (2000, 11, 2016/01/14) */
AAA contacted me with the following message:
"Thank you for contacting AAA. Your expiration date has been updated to [redacted] 2017 as a courtesy so you will have 12 months of coverage."
I am pleased to be getting 12 months of coverage...
since I did pay for 12 months of coverage. I am awaiting my new cards which should reflect the January 2017 date.
For now, this has been settled. Should the cards arrive with the incorrect date, I will reopen this case.
Thank you for your assistance.
[redacted] E. [redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2014/02/11) */
February 11, 2014
Revdex.com, Inc.
Attention: [redacted]
[redacted]
[redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]...
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]’s complaint to your department website submitted on January 26, 2014.
In researching Ms. [redacted]’s concerns for her automobile policy #[redacted] we found that there may have been some confusion with regards to the policy and premiums owed. In an effort to clear up any confusion, we would like to provide this summary.
In question is the outstanding amount on Ms. [redacted]’s policy #[redacted]. This policy last renewed on February 20, 2013. At the time of policy renewal the following vehicles were listed on the policy:
[redacted]
[redacted]
Ms. [redacted] was listed as the owner of the policy and her son [redacted] was listed as a rated driver. The annual premium for both vehicles and both drivers totaled $2,532. At policy renewal there was also an outstanding balance due in the amount of $150.68 for the 2012/2013 policy term.
On 2/9/13 we received a call from Ms. [redacted] requesting that we remove the 2011 Buick and add a 2006 Volkswagen. This resulted in a return premium of $64 which was used to offset the annual premium owed.
Below is a breakdown of charges and credits that were applied for this policy term:
Renewal Period 2/20/XXXX-X/20/2014
Outstanding Amount Due from prior policy term $ 150.68
Original annual premium billed $2,532.00
Total Monthly Finance Fees from 3/29/13-12/4/13 $ 104.20
Less 2/20/13 return of premium removal of Buick addition of Volkswagen -$ 64.00
Less 11/8/13 Removal of 2004 Honda and insured [redacted] -$ 318.00
Less return of premium due to policy cancellation on 12/20/13 -$ 230.00
Premium Due from 2/20/13-12/20/13 $ 2,024.20
Less 2/20/13 payment -$1,160.00
Less 10/24/13 payment -$ 150.68
Remaining Premium Due $ 864.20
In reference Ms. [redacted]’s claim that she did not authorize her sons insurance cost after March 1st, 2013, we do not have record that she or her son called in to request this removal back in March 2013. Our underwriting guidelines indicate that in order to backdate the removal of her son and the 2004 Honda prior to 11/8/13 we would require proof that her son obtained insurance with another carrier prior to 11/8/13. Our call center representatives have informed her of this on several occasions. Once we obtain this proof, we can then backdate the removal of her son [redacted] and the 2004 Honda to the date he obtained the other insurance. This documentation is required and per the policy contract. We are not unique in this guideline as other insurers follow the same requirement as it is an industry standard to know and rate based on exposures.
In summary, Ms. [redacted] has an outstanding balance owed of $864.20 for insurance premium that is due and payable. If proof of other insurance for her son and the 2004 Honda is submitted by Ms. [redacted] then we can backdate the removal of her son and the vehicle back to the date the other insurance was obtained. We are not able to waive this amount unless proper documentation is submitted as per the California Department of Insurance guidelines, we are unable to waive insurance premiums.
Thank you for giving us the opportunity to address the consumer’s 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: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not responsible for his liability for his insurance as he is not a minor and I did notify the company on March 1st although it is my word against theirs. I was not told when I called that this problem would occur or I would have requested proof in writing. I have been a valued customer for a long time and respected in my community and within my position as a state of California Registered Nurse. If this continues I have no other choice but seek legal counsel to relieve myself from this harassment. Please let me know now if this will be removed asap!!! I believe the legal system will understand and protect my rights from the verbal agreement I received. It is not my responsibility to provide proof of my sons insurance. You may pursue him but at this point this is harassment of me.
Final Business Response /* (4000, 15, 2014/03/10) */
March 7, 2014
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 second rebuttal response to your department website submitted on February 26, 2014.
In her rebuttal Ms. [redacted] mentions that her son's initial insurance after he left his mother's policy was with AAA. When we originally were alerted to this complaint we did conduct a search for her son in our system but could not find a policy for a [redacted]. Since Ms. [redacted] has confirmed that her son did obtain coverage with us we were able to conduct more research and found a policy for a [redacted] and confirmed, based on the driver's license on both policies, that this was her son.
Our records indicate that [redacted] obtained a policy #CAW-XXXXXXXXX with us effective September 4, 2013. As a result we have removed her son [redacted] from her policy effective September 4, 2013, the date he obtained his new policy with us.
The backdate removal of her son from Ms. [redacted]'s policy #LDXXXX-X effective 9/3/13 resulted in a return premium credit in the amount of $196 for the period of 9/3/13 to 11/8/13. We have applied the $196 credit to the outstanding balance owed. As a result, at this time our records reflect that Ms. [redacted] now owes $668.20. The $668.20 is now due and payable.
In regards to Ms. [redacted]'s claim that she had previously requested phone records from us, this is the first time we have heard of this request. Our calls are recorded for quality and training purposes and it is not our practice to provide this information to our policyholders.
In regards to Ms. [redacted]'s claim that that we admitted a mistake by overcharging her, we do not agree with this statement. At this time we feel that we have adequately addressed all of Ms. [redacted]'s concerns.
AAA reserves the right to raise any additional legal or factual bases supporting our decision to the extent permitted by law. If Ms. [redacted] believes this matter has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, [redacted] XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
Anne Etcheveste
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Final Consumer Response /* (3000, 13, 2014/02/26) */
I was present on the phone when my son did notify them of the change of insurance. His initial insurance apart from the policy was through AAA. I made at least 3 phone calls each time a statement of error was sent to me. I was credited back on my account for the admittance by AAA that they were in error .This credit by AAA occurred for the this overcharge in July or August 2013.and I now would like copies of my entire bill including these credits as proof of there harassment. During none of these conversations I was told I needed to supply a copy of his insurance and he has since moved out of state. Again I am requesting all phone contact records and credits made to my account since AAA had admitted there mistake by overcharging to my account and credited to me. There actions at this point feel harassing and I am requesting all records of actions on my account for 2013 including dates of phone conversations credits as I this feels like I am being damaged by AAA continued pursuit from there poor accounting practices. AAA credited my account in July or August 2013 and because they admitted the error of overcharge by not removing my son from the policy. He carried insurance through AAA initially by himself after removal from my account as well. I made several conversations to them in regards to this matter.
Initial Business Response /* (1000, 5, 2015/12/11) */
December 11, 2015
Mr. [redacted]
[redacted]
[redacted] CA XXXXX
RE: Revdex.com CASE#: XXXXXXXX
Dear Mr. [redacted]
I want to personally apologize for the failed service and the poor follow-up that resulted in your...
complaint to Revdex.com.
We failed to provide customer service in a manner that is consistent with our high standards, that you have come to expect, and that our Members deserve. We exacerbated the poor service by not following up. There is no excusewe did not perform to the level that has been a hallmark at AAA for over 100 years.
We have coached the Team Members involved in providing stellar customer service, reminding them that we are here because of our Members. To compensate for our lack service, we will pay your membership dues when it renews on April 13, 2016.
We appreciate you trusting us with all your insurance needs and membership and hope to regain your confidence once again.
Please feel free to contact me with any questions for concerns.
Sincerely,
[redacted]
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
CC: [redacted]
Dispute Resolution Specialist
Tel: XXX XXX-XXXX
Fax: XXX XXX-XXXX
[redacted]@Revdex.comemail.org
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 18, 2016Revdex.com, Inc. 1000 Broadway, Suite 625Oakland, CA 94607Attn: [redacted]Re: Complainant: Scott [redacted]Revdex.com File Number: [redacted]Dear Mr. [redacted]We are in receipt and have reviewed Scott [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] 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 Relations SpecialistCSAA Insurance GroupPhone Number: 1-855-[redacted]
Initial Business Response /* (1000, 5, 2015/01/23) */
January 23, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding:Revdex.com Case #:XXXXXXXX
CSAA Auto Policy #: AZS-XXXXXXXXX & AZSS-XXXXXXXXX
Consumer:...
[redacted]
P.O. Box 1475
Congress, AZ XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on January 7, 2015. Your complaint assignment has been referred to me for response.
In reviewing this account we found that we did delete the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX on 6/20/14 from auto policy # AZS-XXXXXXXXX. As auto policy # AZS-XXXXXXXXX renewed on 7/1/14 the removal of the vehicle on 6/20/14 resulted in a prorated credit of $15 which was applied to the policy and credited to the insured.
On 7/1/14 Ms. [redacted]'s auto policy #AZS-XXXXXXXXX converted to a new policy #AZSS-XXXXXXXXX. In researching this issue we found that the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX did not transfer over correctly to the new policy #AZSS-XXXXXXXXX on 7/1/14. As a result our system was showing the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX as an insured vehicle from 7/1/14 to 1/1/15. As a result Ms. [redacted] is correct a credit is due her for the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX from 7/1/14 to 1/1/15. A refund in the amount of $218 was sent via overnight mail to Ms. [redacted] on 1/14/15. An additional credit is being calculated by our underwriting department and will be forwarded to Ms. [redacted] within the next 10 business days.
In addition, at the 1/1/15 to 7/1/15 policy renewal the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX did show on the policy declaration. However we mailed out a corrected policy declaration page on 12/24/14 which showed that this vehicle had been removed for the 1/1/15 to 7/1/15 policy term and she was not charged for it. Ms. [redacted] cancelled her policy on 1/14/15. On 1/15/15 we mailed a refund check in the amount of $80.60 to Ms. [redacted] for unearned premium.
We regret the negative experiences Ms. [redacted] has had and once again we would like to apologize for any confusion or frustration Ms. [redacted] may have experienced. 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
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the response and a partial refund, I want to know why I paid 318.00 for the 6 months for the ford focus and only received a refund of 223.00? This was not MY error and I find their business practices fraudulent, intimidating and illegal. I also want a written apology for the threats received and the treatment and lack of follow through until I threatened Revdex.com action. This is unacceptable to me and has caused us to cancel all of our policies and change companies after so many years of loyalty.
Final Business Response /* (4000, 9, 2015/02/09) */
February 9, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: AZS-XXXXXXXXX & AZSS-XXXXXXXXX
Consumer: [redacted]
P.O. Box 1475
Congress, AZ XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to our response submitted to your department website on February 2, 2015.
In our 1/23/15 response, we indicated a refund in the amount of $218 was sent via overnight mail to Ms. [redacted] for the removal of the 2012 Ford Focus VIN #1FAHP3F24CLXXXXXX from 7/1/14 to 1/1/15 and that an additional credit was being calculated by our underwriting department. Our response indicated, that once calculated, the additional refund would be forwarded to Ms. [redacted] within the next 10 business days. On 1/30/15 an additional refund in the amount of $100.00 (check #XXXXXX) was mailed to Ms. [redacted] to the address on file: P.O. Box 1475, Congress, AZ XXXXX.
As previously stated, we regret the negative experiences Ms. [redacted] has had and we do apologize for any confusion or frustration Ms. [redacted] may have experienced. A formal letter of apology is being mailed to Ms. [redacted] today.
Thank you for providing 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 General Insurance Company
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
[redacted]
Attn: Ms. [redacted]
RE: Revdex.com CASE#: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us...
regarding Ms. [redacted] complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
Please convey our sincere apology to Ms. [redacted] for receiving unwanted mail. We have flagged her information from receiving further solicitation. Flagging the information was immediate, but it takes six to eight weeks to be completely removed from all future mailing.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations - Executive Office
AAA Northern California, Nevada & Utah
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/06/10) */
Submitted Wednesday, June 10, 2015.
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: 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 26, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] reported a claim to us on April 21, 2015 for damage to her [redacted]-[redacted] we confirmed the other party was at fault, a check in the amount of $500.00 (Ms. [redacted]'s deductible) was mailed to Ms. [redacted] on 5/5/2015. The following day, this check was cancelled (on 5/6/2015) and an electronic transfer of $500.00 was placed into her credit union account. This transaction was done with Ms. [redacted]'s approval (as we collected her account information at the time). We also issued an electronic transfer for the value of the vehicle in the same manner, that same day.
On May 21, 2015, Ms. [redacted] contacted us and said she deposited the check we mailed to her home and the bank informed her of the stop-pay we placed on it. We reminded Ms. [redacted] of how the electronic transfers were completed instead. We offered Ms. [redacted] that we would pay any transaction fees, her credit union or the vendors involved charged as a courtesy.
In her complaint to you, Ms. [redacted] feels we should pay for her personal expenses (overdrawn charges and expenses on her account), unfortunately, we cannot grant this request. This was also explained to Ms. [redacted] on 5/21/2015 via our Claims Department. We have issued a total of $37.95 in fees ($10.00 on 5/25/2015 and $27.95 on 5/26/2015).
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, a AAA Insurer
Phone: XXX XXX XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this due to the fact that I was dealing with two different individuals that work for AAA insurance.Unfortunately due to the lack of miscommunication on the part of Ms.[redacted] to Ms. [redacted] a phone call via email or which they work in the same building,Ms.[redacted] from my understanding and herself was required to only do Property damage and to contact [redacted] on Bodily injury regarding my deductible.I had talkto Ms.[redacted] before and during the he accident on 4/21/15.I feel like it was a lack of miscommunication and judgment on Ms.[redacted] and she did not fulfill her obligation to myself or Ms.[redacted] like she stated.As far as personal expenses on my account that were in lieu from the check deposit that was told to me from Ms .[redacted] that was coming in the mail,not mentioned from [redacted] was an accurate and I have documents that claimed that there was not a stop payment on that other payment,futhermore the stop payment was not issued til weeks later which should have not been sent from Ms [redacted] to begin with only from [redacted] Also Ms.[redacted] her self talk to [redacted] and she mentioned why did [redacted] her job for her and not mention it to her or consult her about it,in order not to send a duplicate.She also stated that she spoke to Ms [redacted] that following day I spoke to her and she blatinley said she would fix the error and contact her back,she never called her backto confirm the mistake but contacted my self and said everything should be fine.Following the same day Ms.[redacted] called me and stated if Ms [redacted] called me..I said yes..Ms.[redacted] was kinda confused on not the call back she was promised.I feel as a consumer I don't have access to stop something that was out of my judgment or hands,As of today because of Carelessness forgetfulness confusion and trying to do another worker's job my account is negative and is suffering due to a lack of miscommunication.There should be some fault or accountability on Ms.[redacted] and AAA Company
Final Business Response /* (4000, 11, 2015/06/24) */
June 24, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s additional response to your office dated 6/12/2015.
We are sorry that our reply cannot be more favorable, however we feel that we have sufficiently given her issue its due consideration. We have fully investigated and stated our position in our correspondence to your office on 6/9/2015. At this time, we consider this matter closed.
Should you have any questions or require any additional information, please do not hesitate to contact me directly at the number listed below. Thank you.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group, a AAA Insurer
Phone: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 13, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel this matter is unreasonable and it has caused me to be in a financial bind.Nothing else further as far as a response from my end,But please do what you have to do as Revdex.com and let further action continue and you have my full consent and I hope in the near future AAA can fix there communication issues.But if further action needs to be taken I will close this matter as well because AAA does not wanna take responsibility for there actions
Initial Business Response /* (1000, 8, 2014/11/14) */
November 14, 2014
Revdex.com, Inc.
Attention: [redacted] 625
[redacted] CA XXXXX
Regarding:Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: OHSS-XXXXXXXXX
Consumer: [redacted]
[redacted]...
[redacted]
[redacted] OH XXXXX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on October 29, 2014.
In researching Mr. **'s concerns regarding his automobile policy #OHSS-XXXXXXXXX we found that for the 11/9/14-5/9/15 policy term our system erroneously rated for an accident that was previously waived. The policy had previously received a benefit for 5 years of accident free driving. When the system mistakenly rated for the accident, that benefit was removed. As a result we have now re-applied the accident surcharge waiver and the new premium for the 11/9/14-5/9/15 policy term reflects this. We would like to thank Mr. ** for bringing this to our attention.
In regards to the Consumer Information Notice Mr. ** received, we ask that he please disregard. We would like to confirm that we have reviewed the details of his policy and that his Insurance Score did not change and thus impact his policy premium.
We would like to apologize for any confusion or frustration Mr. ** may have experienced. 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 Relations Analyst
Phone Number: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
11/25/2014
I thank Revdex.com and AAA for addressing my complaints.
My complaints had 2 parts, while AAA addressed the first part, it did not address the second part,
cited below:
[redacted]
A second complaint:
My Nov. 2013 renewal notice showed a rate increase of over $30 and it said that the rate increase was Due To "driving record". I requested
"driving record" which had a recent NAF item; and I questioned AAA customer service. The representative then replied that the rate increase was Not due to "driving record", but due to general rate inflation. Please observe the contradiction there!
[redacted]
I think the rate increase of about $35 in the Nov. 2013 bill was probably due to incorrect rating as well (same as what happened for Nov. 2014 bill). I wish AAA can look into this as well.
Also, please provide me a copy of my insurance score used for rating, if applicable.
Final Business Response /* (4000, 12, 2014/12/03) */
December 3, 2014
Revdex.com, Inc.
Attention: [redacted] CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
CSAA Auto Policy #: OHSS-XXXXXXXXX
Consumer: [redacted]
[redacted] #D
Fairborn, OH XXXXX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department website submitted on November 25, 2014.
In regards to Mr. **'s November 2013 renewal and rate increase, we have reviewed that renewal and find that the Consumer Information Notice that Mr. ** received back in October 2013, which cited that the increase was due to his driving record and a Not At Fault (NAF) accident was sent to him in error. Our records reflect that the accident surcharge waiver was correctly applied at the November 2013 renewal and his premium was not impacted by the NAF accident.
Mr. ** is correct that at the November 2013 renewal his premium did increase over the prior policy term by $30. The increase for the November 2013 renewal was due to an Ohio rate revision that went into effect for all policy renewals after 8/3/13.
If Mr. ** would like to learn more about his Insurance Score he may go to www.consumerdisclosure.com .
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
CSAA Insurance Group
Policyholder Relations Analyst
Phone Number: XXX-XXX-XXXX
I have been a CSAA insured driver since 1983 and pretty satisfied with their customer service, which has encompassed reasonable policy rates for each of those 43 (!) years and fortunately, very few claims. I recently had to open a claim for damage caused by a car wash to the GPS unit in my car. Long story short, the claims process with my claims rep Steve E. (located somewhere in Colorado Springs or Salt Lake City, can't remember exactly) took an excruciating long period of time, with voicemail, missed calls, ignored emails or absolutely no follow-up. TWO MONTHS after opening my claim and not getting a response to emails or voicemail, I called to speak to a supervisor. A kind agent I reached tried to contact the rep and while I was on the phone, messaged him (yes, you read that right) through their AAA claim online system. She wanted to know the status of my claim so he texted her that the claim was closed by his supervisor. What?! I asked that he contact me to tell me why - why things took so long, why the claim was closed, and why I never heard from him. Guess what, I'm still waiting for that contact back. So my advice to you is if you have a claim that is taking longer than a week or two to resolve after you have submitted the information and your statement, ask to speak with a supervisor because you are not getting a satisfactory response from your assigned rep. I wish I had done this sooner! I'm so angry with AAA that I've decided to leave them after 4 decades because clearly they don't provide the great customer service they used to, and don't value customer loyalty. For clarity, this review is only for CSAA insurance, not the road service membership that is awesome and worth every penny. Thanks for reading, and better luck to you all. I am Sadder but Wiser.
Initial Business Response /* (1000, 11, 2015/09/08) */
September 8, 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 August 21, 2015 regarding auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Ms. [redacted] also submitted a complaint regarding this claim to the California Department of Insurance. As a result, please be advised that we will be resolving this issue through the California Department of Insurance.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
David[redacted] at XXX-XXX-XXXX x-XXXXXXX; Supervisor is [redacted] at XXX-XXX-XXXX; mislead the conversation with my son, Mr.[redacted] fabricated my sons statement - Ms.[redacted] crossed the double yellow line and struck my 2003 Honda Accord; Mr.[redacted] reversed and said my son did the action of Ms.[redacted]. My insurance company, State Farm, found Ms.[redacted] to be at 50% liability. The Department of Insurance advised me to take CSAAA to Small Claims court.
Final Business Response /* (4000, 15, 2015/09/14) */
September 14, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on September 10, 2015 regarding auto claim #XXXX-XX-XXXX. Your complaint assignment has been referred to me for response.
We disagree with Ms. [redacted]'s statements. Due to all the evidence on file, we do not have sufficient evidence to prove negligence against our insured and therefore we are not accepting any liability. At this time we feel we have fully addressed the issues raised when we responded to the California Department of Insurance complaint and consider this matter closed.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (3000, 19, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the witnesses did not see the accident, second Mr.[redacted] fabricated my sons statment, third Mrs.[redacted] crossed the double yellow lines when she avoided cyclists on her side of the street - striking my 2003 Honda Accord and causing extensive damage.
Ms.[redacted] is 50% liable for causing this accident. CSAA had the claim at 50%[redacted] liability until they saw the extensive damage to my vehicle, at such time they changed the liability.
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@goAAA.com
November 10, 2014
Revdex.com, Inc.
[redacted]
[redacted] CA XXXXX
Attn: [redacted]...
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us regarding [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
After researching Ms. [redacted]'s case, she is correct; a statement should have been mailed to her when the payment wasn't collected. We have reviewed this incident with the correct department to ensure this is an isolated event.
I have created a new Plus Membership account for [redacted] and [redacted] at no cost. This Membership will renew on November 10, 2015. This information has been emailed to Ms. [redacted] today. If there are any further questions or concerns please do not hesitate to contact me directly.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
[redacted]@goAAA.com
Initial Consumer Rebuttal /* (2000, 7, 2014/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded with an apology and a year's free membership. They promise to look into better communication between their departments. I wish I could believe them, but they have not been very successful in convincing me so far. I dropped their insurance (this case concerns their road service) about a year ago because of poor customer service and failure to inform me of major changes in my policy.
Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: [redacted] Insurance Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaanwohio.com
Ms. [redacted]'s auto insurance is written with CSAA Insurance Group, a provider of AAA branded insurance. AAA Northwest...
Ohio is the Insurance Agency who sells products for them under the AAA Insurance brand. Her dispute is directly with CSAA, the insurance company, and not with AAA Northwest Ohio. CSAA is an independent insurance company who handles all of their own billing under specified guidelines that are submitted, approved and regulated by the Ohio Department of Insurance. AAA of Northwest Ohio does not have any control over CSAA and their billing practices.
Specific to this complaint:
The bill that started this incident was generated on 12/20/14, 21 days prior to her 1/9/15 due date. Ms. [redacted]'s January payment was received two weeks late. On 1/15/15, a cancellation notice was generated that notified the insured her payment was not received and that January's payment was due by 1/27/15 in order to continue to have auto insurance coverage with CSAA. An electronic check payment was posted at our South Branch on 1/24/15 to keep the cancellation from occurring.
Once the late payment was received, CSAA generated the February bill for Ms. [redacted]'s auto insurance. The bill in question was actually printed on 1/27/15, postmarked 1/29/15 and received by the insured 2/3/15. This bill was generated three days after the insured's January payment, which was two weeks late and posted 1/24/15. The company does not change the due date of its payments. CSAA insurance policy payments are due on the date that coincides with the policy inception date. The auto policy started 11/9/14, so her payment is always due on the 9th of the month. As a courtesy to the insured, CSAA did withdrawal their cancellation notice with the posting of her January payment 1/24/15, but the February payment was still due on 2/9/15. The short notice is due to the fact her January bill was paid late and the bill was not generated until the January payment was received.
We are asking for this complaint against AAA of Northwest Ohio to be rescinded. We have attempted to contact Ms. [redacted] for three days to no avail. If Ms. [redacted] has an issue with the 21 day policy for billing, she would need to take that complaint directly to CSAA, her auto insurance provider. Their contact information is on all her policy documents and her billing statements. I am more than happy to provide the insured, or Revdex.com, with all the billing documents in question. Thank you.
Initial Consumer Rebuttal /* (3000, 18, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know my responsibilities for payment of the insurance. The problem was that they did not mail out the bill early enough for me to pay it by mail. I pay this bill by mail unless I am at the AAA office. the whole issue is that they need to ensure that they mail out the bill timely so that I receive it timely. They are just skirting the issue with the response that they sent.
Final Business Response /* (4000, 20, 2015/03/06) */
March 6, 2015
Revdex.com, Inc.
[redacted] CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted] Dawn [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted] Dawn [redacted]'s rebuttal to your department submitted on February 9, 2015 and received by us on 3/3/15. Your complaint assignment has been referred to me for response.
In response to Ms. [redacted]'s assertion that we did not mail her bill out early enough for her to pay for it in time, we are sorry she feels that way and we appreciate her feedback. It is our position that our notifications were properly sent to her.
Thank your 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] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/20) */
January 20, 2016
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Complaint Case #: XXXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]
Thank you for taking the time to...
contact us regarding [redacted]'s complaint against AAA Northern California, Nevada, & Utah (AAA NCNU). We appreciate the opportunity to clarify our position.
The experience Mr. [redacted] described is certainly not the type of experience we want for our Members. Her check was sent to her insurance account instead of the 7 Membership accounts she was trying to pay for. Since 6 out of the 7 Membership accounts have lapsed, we created 6 new Membership accounts.
[redacted] was notified via email of the new account numbers and provided temporary Membership cards of the accounts. In addition, we have also submitted a full refund request in the amount of $460.00. She will receive the refund check within the next 14 business days.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
[redacted]
AAA Northern California, Nevada, & Utah
(XXX) XXX-XXXX
[redacted]@goAAA.com
Please be advised I wish to make a formal complaint. I have been a member of AAA since 1996. In all that time I have used AAA maybe 3 or 4 times. Today 12-26-16 at about 11:30 AM I placed a problem call requesting service tow out of a ditch. I was initially told by Mr. [redacted] no problem we will send a tow truck in about 45 minutes. After about an hour I called a 2nd time and again spoke to Mr. [redacted] – requested a status update. Mr. [redacted] was very polite. After about 2 hours, I called a 3rd time – requesting a status. The 3rd call answered by a sorority sister who told me I’m not covered because I’m in my drive way. I explained I was not in my drive way. I was at my Daughters new house 7 miles from home. She still insisted it does not matter you’re in a driveway. I again reiterated my plight. My daughter’s house is new construction up a hill off Friant Highway. She said I was not covered. My next question was why didn’t the 1st AAA person deny my call for a tow?
My gripe is simple. I was lead to believe AAA would help tow me out of a ditch instead I wasted 2 hours of daylight waiting in vain. It seems your rules of what’s covered and what’s not are very subjective depending on who answers your request. I was asked for a location so I gave the address. Had I said “Frontage road” or secondary rural road? I suppose I would have been covered.
Note, at this point I see no value in continuing our relationship. Additionally I do not wish to renew my membership.
Initial Business Response /* (1000, 5, 2014/09/23) */
Revdex.com Complaint Case #: XXXXXXXX
Consumer & Our Policyholder: [redacted]
Our Auto Claim Number: XXXX-XX-XXXX
Date of Loss: 6/29/2013
Attention: [redacted] Dispute Resolution Specialist
We are in receipt and have...
reviewed Ms. [redacted]'s complaint to your department submitted on September 10, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Our Claims Division reviewed the request from Ms. [redacted] regarding her recent auto claim as referenced above. Ms. [redacted] has made the incorrect assertion that AAA "accidentally registered" her vehicle as a total loss. AAA does not report or register any claims to the national database, National Motor Vehicle Title Information System (NMVTIS), she is referring to. In the event that repairs to a vehicle reaches a certain threshold, we are required to report the vehicle to the state's Department of Motor Vehicles DMV. The state then places a brand on the vehicle's title. As Ms. [redacted]'s vehicle was determined to be repairable, we did not report it to the DMV. Based on our research, it would appear our salvage vehicle contractor, Copart, possibly reported Ms. [redacted]'s vehicle as an owner retained salvage vehicle to the Insurance Services Office (ISO). We can only assume that NMVTIS picked the salvage status from ISO. As Copart is our contractor, we are willing to assist with getting the issue rectified with the NMVTIS and resolution. We reviewed the Desired Resolution presented. On September 19, 2014, we presented The [redacted] with an offer. This offer does not represent an admission of liability. The [redacted] refused to accept. We followed up in written correspondence to Ms. [redacted]. If Ms. [redacted] feels her claim has been wrongfully handled, in whole or part, she can submit an inquiry to the Department of Insurance or review with counsel.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
Corporate Office
XXX XXX XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel as though AAA is not taking accountability for their wrong doing. I used the term "accidentally registered" because I was told by two AAA employees that it was an accident. Although Ms. [redacted] asserts that it was their copart that reported the vehicle as a total loss, I have a copy of the NMVTIS report and it clearly states the report was filed by [redacted] of AAA Northern California on 07/01/2013. The offer presented did not reflect the financial distress that AAA has caused me as I have lost the sale of my car, had to pay the remaining amount of the loan out of pocket, pay for the title and a new title since I had signed the other one over, new insurance, loss of pay for leaving work early to deal with the returned vehicle, take out a loan for my graduate school, which would have been paid for by the sale of my vehicle, etc. The fact that I spent hours on the phone with AAA in order to get anywhere near a resolution. After speaking to the NJ DMV, they assured me it was the fault of AAA. Once I contacted AAA again, they did say that it was an error on their part. However, their offer fails to reflect anywhere near the amount of money I have lost due to this error. I will follow up with a complaint with the Department of Insurance. I had been a loyal AAA insurance customer for nearly 10 years and am appalled by the poor customer service and the overall lack of respect for its customers.
[redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 11, 2014/10/21) */
October 21, 2014
Revdex.com, Inc.
[redacted]
[redacted] CA XXXXX
Attention: [redacted] Dispute Resolution Specialist
Re: Complainant: [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of Ms. [redacted]'s additional remarks/comments to your department submitted
on October 5, 2014, regarding the processing of her auto claim.
Our records indicate that Ms. [redacted] also submitted a complaint to the California Department of Insurance for this same matter. As a result, please be advised that we will be resolving this issue through the California Department of Insurance.
Should you have any questions or require any additional information please do not hesitate to
contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group, a AAA Insurer
XXX XXX-XXXX
Initial Business Response /* (1000, 5, 2015/08/25) */
August 24, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted] and [redacted]
Our Policyholder/Insured: ...
[redacted]
Our Auto Claim Number: XXXX-XX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted] and [redacted]' complaint to your department submitted on August 10, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] holds an auto insurance policy with us. Her daughter ([redacted]) was involved in a car accident at a four-way intersection. Because the accident involved a controlled intersection, we had to properly investigate the loss by ordering the police report to assist in our liability investigation. We also reach out to the party involved and do not waive a deductible (pay for full repairs) until we have confirmation of liability from either the other party involved and/or the police report (validates & confirms) the physical evidence presented on our policyholder's loss report and vehicle.
Our records indicate her deductible (making a full payment on her car repairs) was released on August 4, 2015. We show an Enterprise Rent-a Car was used for 17 days from July 30 to August 15, 2015. We also show record of a medical claim opened for [redacted] and no payments made under that claim as of today.
We apologize for the service [redacted] and [redacted] informed your office of. Rest assured, the issues she presented today will be presented to claims management. We welcome feedback and will use to improve our service.
I also telephoned Ms. [redacted] on Monday, 8/24/2015 to check-in and collect further feedback. I am waiting to hear back.
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, a AAA Insurer
Direct Phone Number: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2014/02/20) */
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted] Porter
Re: Complainant: [redacted]
Claim Number: 02-XMXXXXX
Revdex.com File Number: XXXXXXXX
Dear Ms....
[redacted]
We are in receipt and have reviewed [redacted] Ting Ho's complaint to your department submitted on February 13, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position. Ms. [redacted] made a claim for over 50 cell phones being stolen from her. As part of our investigation into this claim our claims representative, Ms. [redacted] requested a statement regarding this loss. Ms. ** refused to answer many of the questions which we felt were pertinent to the claim and refused to provide us documentation which we needed to help us evaluate and process her claim. Ms. ** then called myself to advise she wanted her adjuster changed on this claim because they were rude. When I asked her if she could give me an example of how [redacted] was rude to her she could not give any example and again insisted that her adjuster be changed. I advised her that we are continuing to investigate her claim and need her assistance and cooperation. I advised her based on our conversation I did not feel it was appropriate to change the claim representative on her claim.
I did go over the claim with claim representative, Ms. [redacted] who advised Ms. ** could not answer any of the basic questions to this loss and refused to cooperate with her request for the needed documents to process and evaluate her personal property claim. We have advised Ms. [redacted] what we will need to process and evaluate her claim and are now waiting on her cooperation and response to our request.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Claims Supervisor
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 11, 2014/02/27) */
Hi Ms [redacted]
Thank you for your response. They still didn't explain my policy to me and were reluctant to explain why they need the information to investigate the case, for example, they need my sister cell phone number who live in Hong Kong. Which I think is irrelvant to the case. All they said in the response is that they cannot change adjuster and they didnt address the issue for me. I do not think this matter has been resolved. Please let me know what I can do.
Best Regards,
[redacted]
Final Business Response /* (4000, 9, 2014/02/26) */
February 26, 2014
Revdex.com, Inc.
[redacted]
[redacted]
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: [redacted]
Revdex.com File Number: [redacted]
Dear Ms. [redacted]:
We are in receipt of [redacted]'s rebuttal to our response submitted to your department on February 24, 2014. Your complaint assignment has been referred to me for response.
We have reviewed Ms. **'s complaint and found it unjustified. As a result Ms. **'s request for a new adjuster is denied.
Therefore, in order for us to properly process and evaluate Ms. **'s claim she will need to cooperate and respond to claim representative, Ms. [redacted] requests.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder Relations Analyst
CSAA Insurance Group
Phone Number: [redacted]
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
[redacted]
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: [redacted]
Revdex.com File Number: ...
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on February 12, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We investigated the additional damaged noted at [redacted] in Fresno. We are paying for the additional damage identified as related to the 12-30-15 accident. We could not consider diminution of value under Mrs. [redacted]'s auto policy, because that first party coverage has an exclusion for diminution of value.
Mrs. [redacted] is represented by an attorney who has made a third party claim for diminution of value under that liability policy.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: ([redacted]
Initial Business Response /* (1000, 9, 2015/07/06) */
July 6, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Our Claim Number:...
XXXX-XX-XXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed Mr. [redacted]'s complaint to your department. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] reported a two-car accident to our claims department on May 18, 2015. Mr. [redacted] was driving his 2001 BMW 330I. The car sustained moderate-major damage. Mr. [redacted] was informed by our Claims Department his BMW did not have collision coverage. He would not be able to make a claim to us for repairs to the vehicle.
Upon receipt of Mr. [redacted]'s complaint to your office, we further investigated Mr. [redacted]'s allegations. Mr. [redacted] feels Anastasia Smart, one of our Service Representatives in our Service Center (phone calls to our 800 phone number for service), did not properly handle changes he requested to his auto policy performed on January 5, 2015. We researched all service transactions on his auto policy dating back to November 2014 including the transaction with AAA Representative Smart.
Unfortunately, our decision remains as given by our Claims Division.
I left a voicemail message for Mr. [redacted] on Thursday, July 2 to discuss.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
Corporate Office
CSAA Insurance Group, a AAA Insurer
Phone: (XXX) XXX XXXX
Final Consumer Response /* (2000, 11, 2016/01/14) */
AAA contacted me with the following message:
"Thank you for contacting AAA. Your expiration date has been updated to [redacted] 2017 as a courtesy so you will have 12 months of coverage."
I am pleased to be getting 12 months of coverage...
since I did pay for 12 months of coverage. I am awaiting my new cards which should reflect the January 2017 date.
For now, this has been settled. Should the cards arrive with the incorrect date, I will reopen this case.
Thank you for your assistance.
[redacted] E. [redacted]