I have been with AAA for over a decade. I have used them exclusively for homeowner's, life, and auto insurance. I was rear-ended by an individual who may not have insurance coverage, which means AAA may have to cover the costs of repair. I called them at the accident site to report the accident and provided damage information without fully inspecting my vehicle. It was dark, and it was rush hour, so I was advised by ambulance personnel to move to the sidewalk where I would be safe. The next morning, I noticed a chip and dent I had not reported the previous night. Fortunately, the tow truck driver saw it and reported the damage on his report before removing it from the site of the accident. I also took pictures the next morning when I noticed it. The pictures showed white paint, which matches the color of the car that hit mine. I had also taken pictures from the sidewalk the night of the accident. Later, AAA tried to deny coverage because I didn't report it the night of the accident. Do they not understand what a person goes through when they are rear-ended? Really? Fortunately, I had several pictures and the tow truck report, which I emailed to them. They tried to get me to file a separate claim (and probably pay a deductible) for damages I sustained in the accident, and the evidence I provided was overwhelming. One picture even showed debris in the street near the area of the damage they tried to deny. They actually thought I was ignorant enough to believe something couldn't possibly fly and hit my car! Please -- we broke the head restraints because the hit was so hard, and my husband's glasses flew off, even with a knit cap over them. After a few curse words and blowing my temper on the phone, they finally came to their senses and agreed to cover the damage. I will probably look for another insurance company because I feel like they were not looking out for my best interest. Next time, I will contact an attorney before I ever call the insurance company. AAA did not want to fulfill their responsibility to me. I guess I should be satisified things will work out, but I'm stressed out and sick thanks to my own insurance company - more aggravation than I needed given what I'm having to experience as a result of the accident.
Initial Business Response /* (1000, 5, 2015/12/16) */
December 16, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on December 10, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] submitted a claim for a water leak which caused water and mold damaged to his garage.
We completed an inspection of the property and were not able to determine the exact location of the leak. We contracted Bullseye Leak Detection to inspect the property and provide us with the cause of the loss. Bullseye Leak Detection completed their inspection and provided us a report with their findings. Their report stated in part that they spray tested the tile shower enclosure and found that water ran through the gaps in the grout. The water then traveled down the wall passed [redacted] the subfloor and surfaced in the garage directly below the master bathroom. They took moisture readings and found that the only area with elevated moisture readings was the ceiling in the garage just below the shower. The report states that the worn tile shower enclosure was the source of the leakage and this was causing the water and mold damages to the garage. The cause of the failure was noted at deferred maintenance. Bullseye Leak Detection also noted that all caulking and grout appeared original to the home and it was in poor condition. Also a contributing leak source was the adjacent tub which was missing its overflow trim and the overflow pipe was loose at the gasket connection to the tub.
We spoke to Mr. [redacted] on June 15, 2015 and explained there was no coverage for the cause of the loss, he stated he understood. We again left Mr. [redacted] a voicemail message on July 14, 2015 informing him of the coverage determination and that there was no coverage for the cause of loss. On July 20, 2015 we spoke to Mr. [redacted] and explained, once more, there was no coverage for the cause of the loss.
On July 29, 2015 Mrs. [redacted] called to inquire about the claim status. We explained to her that payment for the repairs had already been issued less their deductible and that there was no coverage for the repairs due to wear and tear.
On September 2, 2015 we received a call from Mrs. [redacted] informing us she obtained an estimate from a different contractor and it was much higher than our estimate. We asked Mrs. [redacted] to provide us a copy of the estimate for our review.
On November 25, 2015 Mr. [redacted] called us asking for additional payment for his repairs. He was informed we had already issued payment for his repairs and if he had a different estimate to submit it for our review as previously requested.
On December 7, 2015 we finalized the review of the estimate provided by Mr. [redacted]. It was determined that the additional cost was due to the repairs to the shower system which had failed due to wear, tear and deferred maintenance and not covered under Mr. [redacted]'s policy. On the same day we contacted Mr. [redacted] and explained the reasons why there was no coverage for the shower and tub repairs, he understood.
We maintain our position that there is no coverage for the shower system as this is specifically mention in Mr. [redacted]'s policy as being excepted and excluded from coverage due to wear, tear and deferred maintenance.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Large Loss Supervisor
CSAA Insurance Group
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I have requested (and received) a copy of my homeowner's policy. The policy has been reviewed and it is still clear to me this claim should have been covered 100% under my homeowner's policy. Due to limited spacing I will only quote limited language under this policy that specifically pertain to this claim. Under Section I Item 12, it states in part, "We will reimburse up to $10,000 of the costs covered under Section I from an accidental discharge or overflow of 'water' from within plumbing" The policy goes on to state, "The coverage does not include damage caused by constant or repeated seepage or leakage of 'water'...UNLESS SUCH SEEPAGE OR LEAKAGE OF 'WATER' AND THE RESULTING DAMAGE IS UNKNOWN TO ALL INSUREDS AND IS HIDDEN WITHIN THE WALLS OR CEILINGS OR BENEATH THE FLOORS".
After reviewing this policy it is still clear to me that AAA should cover 100% of the cost directly to the contractor (Altec Construction, Inc). The Revdex.com however has requested I create a "MIDDLE GROUND". As a result, I believe it is more than fair for AAA to pay 75% of the cost directly to Altec Construction, Inc.
Additionally, I would like to request this response be escalated to someone HIGHER (Manager or above),within the ranks of AAA, than the rank that responded to the previous submission.
Furthermore, I would like a representative from AAA to contact Altec Construction and advise them I will pay the remaining 25% in monthly payments and to remain flexible until Altec Construction,Inc is paid in full.
Final Business Response /* (4000, 10, 2016/01/07) */
January 7, 2016
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal complaint to your department submitted on December 27, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
As stated on our prior correspondence, wear, tear and maintenance in specifically excepted and excluded from coverage under Mr. [redacted]'s policy, here is the relevant policy language:
SECTION I - PERILS INSURED AGAINST
COVERAGE A - Dwelling
COVERAGE B - Other Structures
We insure against risk of direct physical loss to the property described in Coverages A and B. We do not insure, however, for loss caused by:
...
6 a. Wear and tear, marring, deterioration;
...
If any of these cause "water" damage not excepted above or otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the "water" including the cost of tearing out and replacing any part of a "residence premises" necessary to repair the system or appliance. We do not cover loss to the system or appliance from which this "water" escaped.
7. Section I - Exclusions;
Under items 1. through 6. above, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered.
...
SECTION I - EXCLUSIONS
...
2. We do not insure for loss to property described in Coverages A and B caused by any of the following. However, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered.
...
c. Faulty, Inadequate or Defective:
...
(4) Maintenance; or
...
of part or all of any property whether on or off the "residence premises".
...
Per the policy language above, we are able to extend coverage for the ensuing water damage, however, we are unable to extend coverage for the system or appliance from which the water escaped. In this case the shower system including the adjacent tub failed due to wear, tear and lack of maintenance and there is no coverage to repair or replace it under the policy.
While grant of coverage does not include coverage for mold or fungi, wet or dry rot or bacteria, there is a separate section of the policy entitled "ADDITIONAL COVERAGES." That section provides additional coverage that AAA may extend providing that the facts of the claim meet the specific circumstances outlined in the enumerated additional coverage. Here is the relevant policy language:
SECTION I - ADDITIONAL COVERAGES
...
12. "Fungi", Wet or Dry Rot or Bacteria
We will reimburse up to $10,000 of the costs covered under Section I you reasonably and necessarily incur because of the need to repair, replace, remove or restore any part of the dwelling, other "building structures" or personal property due to the unsafe levels of "fungi", wet or dry rot, or bacteria that occurs during the policy period from an accidental discharge or overflow of "water" from within a plumbing, heating, air conditioning or automatic fire protective sprinkler system or from within a household appliance. This coverage includes any reasonable and necessary increase in living expenses actually incurred by you under the same terms and conditions in subsection 1.a. in Coverage D - Loss of Use, but does not increase the overall $10,000 limit of liability. This coverage does not include damage caused by constant or repeated seepage or leakage of "water" or the presence or condensation of humidity, moisture or vapor, over a period of weeks, months or years, unless such seepage or leakage of "water" or the presence or condensation of humidity, moisture, or vapor and the resulting damage is unknown to all "insureds" and is hidden within the walls or ceilings or beneath the floors or above the ceilings of a "building structure". This coverage does not apply to:
a. The appliance from which the "water" or steam escaped;
...
Reimbursement of $10,000 is the most we will pay for all of the following:
a. The total of all loss payable under SECTION I - COVERAGES caused by unsafe levels of "fungi", wet or dry rot or bacteria;
b. The cost to investigate, tear out and/or replace any part of a "building structure" or other covered property as needed to gain access to unsafe levels of "fungi", wet or dry rot or bacteria;
c. The cost of testing of air, surfaces or property to confirm the absence, presence or levels of "fungi", wet or dry rot or bacteria whether performed prior to, during, or after removal, repair, restoration or replacement. The cost of such testing will be provided only to the extent that there is a reason to believe that there is the presence of unsafe levels of "fungi", wet or dry rot or bacteria.
...
We were able to extend coverage for the mold/funji for Mr. [redacted]'s loss as it met the criteria outlined under this Additional Coverage 12.
Mr. [redacted]'s claim has been fully investigated and our coverage determination has been made accurately based on the facts of the loss and remains unchanged. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Large Loss Supervisor
CSAA Insurance Group
(XXX) XXX-XXXX
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on December 28, 2014 regarding her auto policy #INS-XXXXXXXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Ms. [redacted] also submitted a complaint to the Indiana Department of Insurance for this same matter. As a result, please be advised that we will be resolving this issue through the Indiana 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 /* (4200, 16, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously stated, AAA's response to the Indiana Department of Insurance was nothing more than computer generated forms that I never received. The Indiana Department of Insurance, under Indiana Law, provides no recourse against fraudulant "proof of mailing" evidence by companies such as AAA that have unethical practices.
AAA's continued response of referring to my claim with the Indiana Department of Insurance is further evidence of their inability to provide any real proof and of their their unsavory customer service.
I stand by my original request for resolving this matter, which is far more reasonable than I should request considering the treatment I have received from this insurance company!
Initial Business Response /* (1000, 6, 2014/04/08) */
April 7, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Insured/[redacted]
Claim Number: Homeowners 01-WJXXXXX
Date of...
Loss: March 15, 2014
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]' complaint to your department submitted on March 24, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] reported a claim to us on March 16, 2014, for water damage to his condominium/townhome. We inspected his property on March 18, 2014. We found the water was coming in from another unit. Payment for his covered (ensuing) damages less his $1,000 deductible was issued on March 26, 2014.
Since we do not insure the responsible unit, we could not authorize a plumber to go into that unit.
We did alert the responsible unit's insurance carrier of the issue at hand and the need for a plumbing inspection.
In his complaint to you, he asked (Desired Resolution) for his rental income loss (Coverage D). Mr. [redacted] has coverage up to $1,000.00. We issued the full $1,000.00 payment for Coverage D on March 27, 2014. He also requests a plumber (this was addressed above) and carpet repairs to "not look like a domino set". The carpet was found to be salvageable. We had the carpet tested and no contamination was present. We approved payment for replacement of padding, cleaning and rely of the carpet. We have Mr. [redacted]' file open for recovery. We will pursue all payments issued by AAA and will request Mr. [redacted]' deductible (on his behalf) be reimbursed as well. This process can take 60-90 days, depending on how promptly the responsible unit's carrier acknowledges and processes our claim.
Mr. [redacted] has also reported his claim to the Department of Insurance (DOI) for inquiry. We received the inquiry on April 2, 2014. We are in the process of responding. As part of a DOI inquiry, a separate response to Mr. [redacted] is required. We will be sending response out shortly to Mr. [redacted] from our Claims Division.
Mr. [redacted]' comments concerning our service have been noted. The parties involved have been alerted.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder Relations Analyst
CSAA Insurance Group, a AAA Insurer
Corporate Office
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On March 16th, when I opened the claim over the phone, I made sure to let the AAA Agent know that a swab sample of the drywall needed to be sent for testing.
The agent was [redacted] I mentioned to him via email (with copy to the supervisors bellow) that they commited a mistake by not taking a sample of the wet drywall upon DKS(Disaster Kleeners Specialist) visit.
I dont live in the house, as this is a Rental property, so I trusted that AAA was going to do the necessary investigative steps to remediate the loss.
Which were:
-Take a swap sample of the wet drywall
-Send a company to investigate the reason of the leak
-Provide adequate follow up
I DID not any of these steps, and was left to fend for myself. Lost a lot of sleep and even weight.
I mentioned that several times to [redacted] and the entire AAA staff I had to talk to in order to recover the cost for my carpet besides all of the customer service issues I received.
They were: [redacted] and [redacted]
What really happened was:
-DKS never took a sample of the Wet Drywall, although [redacted] confirmed to me over the phone that they did, I challenged him several times about that and he never replyed to me.
-DKS vacummed and dried out the house for 4 entire days (24 hours per day) staring March 16th early Sunday afternoon
-Protera Labs came to take the swap test on Thursday March 20th on a dried out carpet which has been vaccummed basically every single day for 4 days
-Every day, as DKS were removing Drywall, they would finish up and VACCUMM the DRIED UP carpet
-Since AAA never sent a company to investigate, my claim became delayed, and the $1000 for Rental Income Loss did not actually cover the Rental Loss, which was actually $1216.08
-AAA sent a wrong letter with the loss of use for 5K (not 1K), also 100K for Medical Payments(wrong amount). They fixed the letter, but I ended up loosing money because I thought I was insured for more rental loss than 1K.
-The plummer came on site and removed my neighboors toilet, and mentioned on his report that there were several gaps on the toliet connection, besides that the toliet was 1 inch off track
I already submited AAA with the Official Plummer Report, taken from the inspector hired by the HOA Insurance (Travelers), the HOA already gave them a copy too.
Besides that report, I asked for a Free estimate from Rescue Rooter, and they also have the Official Report from the Investigation Resource(American Leak Detection) used by the HOA Insurance (Travellers).
All of the reports list that the source of the Leak was the neighboors toilet.
For reference, this is what happened back in Feb, 2011, when the leak happened again:
-AAA send a company called RMC (Restoration Management Company), and right after sent Proter Labs.
-Protera took a sample of the wet drywall and verifyed that the water was contaminated with intestinal bacteria (Interococous/E.Coli)
-AAA Adjuster([redacted]) send a company to investigage (Pipo Pros), and the report was the same as in 2014, the source was the same, TOILET.
-AAA paid for part of my carpet, and I eneded up having to put a cheaper carpet, and cover the other rooms on my own cost
The report they have from Protera lists "Living room carpet", there is no mentioning of any Drywall.
The evidence is destroyed, and now they dont want to cover my loss.
I will wait for the reply from the Department of Insurance, and after that I will open a BAD FAITH lawsuit against AAA.
Initial Business Response /* (1000, 13, 2014/10/09) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@goAAA.com
AAA is currently working with the branch manager to resolve this issue. We will update the Revdex.com and the member as soon as...
we are able to resolve.
Initial Consumer Rebuttal /* (3000, 15, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never heard from anyone from AAA.
Final Consumer Response /* (2000, 18, 2014/10/14) */
I just received a phone call from AAA spoke with [redacted]. He is taking care of everything. We can close this case and disregard this. Thank you Revdex.com!
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on October 6, 2015 regarding auto policy #NYS-XXXXXXXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Mr. [redacted] also submitted the same complaint to the New York Department of Financial Services Insurance Division. As a result, please be advised that we will be resolving this issue through the New York Department of Financial Services Insurance Division.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on January 18, 2016.
We sincerely apologize for the disappointment and frustration Mr. [redacted] has experienced. Our records indicate that the AAA New York Club has already paid for part of Mr. [redacted]'s membership which is up for renewal. In an effort to restore Mr. [redacted]'s confidence with CSAA Fire & Casualty Insurance Company (AAA) and due to the circumstances, a decision has been made to pay for the remainder of his membership dues. As a result, a check in the amount of $164 for the additional amount due on his membership is being mailed to Mr. [redacted] today.
Thank you for providing us the opportunity to address the consumers concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Final Consumer Response /* (4200, 16, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CSAA cost me thousands of dollars and dozens of hours when they terminated my policy by using incorrect information. I am 63 years and on a fixed income, money and time are things I do not have a lot of at this time. CSAA treated me rudely while they were causing a major costly disruption to my life and the lives of my family members.
It is nice that they compensated me for a AAA membership. However, that does not even come close to the financial, emotional, and time cost to me.
They were wrong. They used incorrect information that was either illegal and/or unethical and immoral.
They still owe me a lot.
Initial Business Response /* (1000, 5, 2014/10/31) */
October 31, 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.
A representative from AAA, [redacted] M, reached out to [redacted] via voicemail and email on October 23, 2014. [redacted] and [redacted] have exchanged several emails between October 23rd and October 24th. [redacted] informed [redacted] that he was double billed and issued [redacted] 2 refunds which were to go back to his account within 3-5 business days.
[redacted] was concerned of his Membership account having the correct base year and wanted to know how his checking account was charged without authorization. [redacted] advised that he has updated the Membership account to reflect his original base year of 1993 and new Membership cards would be sent. In addition, [redacted] informed [redacted] that the reason his checking account was charged was due to a system error from AAA's original billing system. As a token of goodwill for AAA's error, [redacted] processed a $195.00 credit on [redacted]'s Membership account to pay his 2015 Membership dues.
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, 2014/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All that we wanted from the first phone call to AAA's phone number was a correction of the billing and membership issues. It took a great deal of time and effort and multiple contacts to fix a problem that should have been handled many months previously. I think that we found someone at AAA that finally understood the problem and found a solution, we appreciate their assistance and hope that other consumers billing errors are handled in an expedient manner.
We appreciate Dave M's help and we will make sure that the corporate headquarters is contacted with any future issues.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2016/01/25) */
January 25, 2016
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on January 11, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We contacted Ms. [redacted] on January 12, 2016, and discussed her concerns. We explained that inspections by American Leak Detection and our Field inspector indicated a leak in the hot water line with no resulting damage to the dwelling. We explained that the cause of the leak might not be covered by the policy; we would pay to access the plumbing line that was leaking to determine the cause or they could accept those funds and apply them to a re-route of the plumbing line. We also advised that there was no mold found during that inspection. We explained that efflorescence is a naturally occurring substance that can present in concrete floors and was not thought to be the result of the plumbing leak.
Ms. [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be mold. We agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, 2016. Ms. [redacted] has been advised of those findings.
We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is found. The results of that inspection has not been received as of this date. Upon receipt of the report we will give further consideration of the claim for damage to the flooring and will contact Ms. [redacted] with our determination.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext. XXXXXXX
Initial Consumer Rebuttal /* (3000, 8, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On January 15th 2016, I was informed via email by CSAA supervisor: "The inspection report from Renaissance General Restoration Contracting, Inc. indicates that no moisture or visible mold was present at their inspection. We will forward a copy of their report for your records." And I replied:
"I will be hiring a specialist who will inspect and test for mold per the correct procedural protocol, as visible inspection is not the only way to test for mold. There is no longer moisture in that area as water has been shut off to area since the leak was found and contractor has begun work on rerouting lines."
There is no point in inspecting for moisture after the fact that the leak situation has been resolved and water is no longer running through the water pipe under the slab. These inspectors do not test for mold, they come and inspect for water damage to floor, which there is but they keep calling it efflorescence and blame it on slab foundation and dismiss the fact that there was water running under the slab due to broken pipe that caused moisture from that pipe to spread and to come up and cause the discoloration to floor. Pictures or visual inspection do not diagnose mold. Seems like the insurance company hires their inspectors to put together reports in their favor to avoid having to fix damages to floor.
Would I recommend this company to anyone in the future? Definitely not, and I will not be renewing my insurance with them either,due to their poor service and response time.
Final Business Response /* (4000, 12, 2016/02/17) */
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal submitted to your department on January 26, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be mold. We agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, 2016. Ms. [redacted] has been advised of those findings.
We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is found. Their report dated February 7, 2016, indicated that the efflorescence was not related to the recent plumbing leak. They also indicated that the discoloration to the floor in the bathroom is likely due to moisture content in the concrete and may be the result of a leaking shower pan. We would be willing to have the shower pan tested for a leak if Ms. [redacted] is interested in having this done.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number:
April 19, 2016
"sans-serif"'>
Revdex.com, Inc.
[redacted]
Attn: [redacted]
RE: Case ID#: [redacted] – [redacted]
Dear [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.
We contacted [redacted] and explained that the Emergency Roadside Service agents are required to ask questions in order to make an informed decision on the type of Tow Truck that should be dispatched. Unfortunately, we cannot promise that she would not asked questions if she calls for service again. We did apologize for any inconvenience.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations – Executive Office
[redacted]
Initial Business Response /* (1000, 10, 2014/12/23) */
December 23, 2014
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted] and Joel [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms....
[redacted]:
We are in receipt and have reviewed [redacted] and [redacted] complaint to your department submitted on July 18, 2013 and received by us on December 10, 2014. Your complaint assignment has been referred to me for response.
We have reviewed our records and find that we originally responded to this complaint to the Revdex.com of Washington DC & Eastern Pennsylvania on 8/23/13. I have attached our original response for your reference.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/07/07) */
July 7, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 26, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Our insured, [redacted], reported a loss, indicating that their vehicle was damaged while parked and unattended. This report was made to us by telephone, so we were unable to inspect his vehicle at the time of notice. We advised Mr. [redacted] that we were initially filing the claim as a comprehensive loss, subject to a $100 deductible. We also advised Mr. [redacted] that if after we inspected his vehicle, if it was determined the loss was the result of a collision loss, that his deductible would then be $500.
Mr. [redacted] took his vehicle to one of our approved repair facilities and signed an authorization for the shop to repair his vehicle. A preliminary estimate and photos were then submitted to us for our review. Upon our review, it was determined that the damage to Mr. [redacted]'s vehicle was indeed caused as a result of a collision, and was subject to a $500 deductible. This message was communicated to both Mr. [redacted] and the body shop.
At that point, Mr. [redacted] decided not to have his vehicle repaired, as he did not have the required $500 deductible. Unfortunately, Mr. [redacted] had already signed a repair order, authorizing the shop to repair his vehicle, and repairs were already well underway.
AAA made a business decision to only charge Mr. [redacted] a $100 deductible. This resulting outcome satisfies Mr. [redacted]'s original request that he only be charged a $100 deductible. .
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: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2015/12/09) */
December 9, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on November 25, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted]'s policy was incepted September 20, 2014. At the time the policy was written, Mr. [redacted] was excluded from the policy with the exclusion endorsement signed by Ms. [redacted] The endorsement clearly dictates that no policy coverage would apply should Mr. [redacted] be operating a motor vehicle.
Mr. [redacted] was operating a rental vehicle on November 9, 2015 when he struck another vehicle. The loss was reported to our claims center by the other party on November 9, 2015 at approximately 4:00pm. We immediately called Ms. [redacted] and left a message. Mr. [redacted] returned our call at 7:00pm on November 9. We explained that there was a coverage question.
Ms. [redacted] contacted our policy service department on November 10, 2015 and spoke to three different representatives. While it is true that Ms. [redacted] was given incorrect information once, two other representatives clearly explained that Mr. [redacted] is not covered while driving a vehicle. Further, the loss in question had already occurred prior to Ms. [redacted] receiving the incorrect information. Therefore, it cannot reasonably be concluded that Ms. [redacted] relied upon the incorrect information to her detriment.
Mr. [redacted] was specifically excluded from our policy at the time of the loss as outlined in our exclusion endorsement. Unfortunately, because he was operating the vehicle at the time of the accident, we must deny coverage for the loss.
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:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given incorrect information TWICE. Just because I did not record the conversation does not mean it did not happen. I also didn't record the other two conversations and you are still using those against me. So if we only use the REAL evidence the REAL evidence shows I was given WRONG information. When I called and asked if my Husband is covered and you answer YES that means he is covered. You cannot give members wrong information and then when they get in an accident give them wrong information AGAIN and then hold them liable. This case is NOT closed.
Final Business Response /* (4000, 9, 2015/12/22) */
December 22, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on December 14, 2015. Your complaint assignment has been referred to me for response.
As stated previously the loss had occurred prior to the misinformation being conveyed to Ms. [redacted]. In addition, our representatives did correct her and advise her correctly after the misstatement.
At this time coverage is denied as Ms. [redacted]'s husband was excluded from the policy at the time the loss occurred.
Please be advised that we reserve the right to raise any additional legal or factual bases supporting our decision to the extent permitted by law. If Ms. [redacted] believes this claim has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, 300 South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for providing us the opportunity to review the consumer's 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]
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX ext. XXXXXXX
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the day before my Husband rented a vehicle and was provided WRONG information by your company. No one should have to call And finally get correct information the third time the question is asked. It is your responsibility as my insurance company to provide correct information the first, second AND third time and every time after that. Never should your company be giving false information. False information can cost people their lives and everything they own. I'll be visiting California Department of Insurance.
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Auto Policyholder: [redacted]
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]...
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed Ms. [redacted]'s complaint to your department submitted on July 17, 2015. Your complaint assignment has been referred to me for investigation and response.
As requested, here is our position.
Ms. [redacted] has an auto policy with us. At renewal, we sent a letter to her home. This letter indicated her premium will increase due to her Insurance Score Report received from our vendor, LexisNexis Services. A review of her account by our underwriters found we have not ordered an Insurance Score Report since July 2013. The increase in premium was due to a recent approved rate change in her state and a standard adjustment between policy periods. The letter (Consumer Information Notice) should not have gone to Ms. [redacted].
In her complaint to you, she asked for a billing adjustment. The rate she was charged at renewal matches with the approved rating plan we have on file with the Department of Insurance. Unfortunately, because of this, we are unable to credit her account.
I personally contacted Ms. [redacted] and apologized for the confusion. I have offered Ms. [redacted] a one-year membership to our Club as a gesture for goodwill for her feedback and overall experience.
Should you have any questions or require any additional information, please do not hesitate to contact me at the number listed below.
Thank you.
Sincerely,
[redacted]
Policyholder [redacted] Department
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
8-3-15
Sent via email from consumer:
I guess as well as it will be. Still didnt get a complete answer as to reason for increase. Still several "could be" reasons, but was not for reason given.
Was told letter was in error and they were working on "fixing", but shortly afterwards got another letter saying it was credit report, which couldnt have been. I had a transunion insurance score of over "900" and over 830 something regular score, with no bad marks at all, again not truthful. Just guess have to live with it till I find another insurance company that can be honest with its insured.
Thank you for your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 2015
Revdex.com, Inc.
Attn: [redacted]
Complaint Case #: XXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us regarding [redacted]' complaint against...
AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have added Ms. [redacted] to our do not solicit list and provided her documents showing our Privacy Policy via mail which can also be found at: https://calstate.aaa.com/global/privacy-policy. It does take up to 6-8 weeks to be completely removed from all solicitations from AAA.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the communication from AAA noted above in their response, it did not include a list of all the entities that they have shared my personal information with in the past year. I am entitled to this information as s CA resident and am repeating my initial request that they provide this information to me in writing.
Final Business Response /* (4000, 9, 2015/06/25) */
The following letter was mailed this morning certified mail to Ms. [redacted] from AAA Legal Department:
June 25, 2015
Ms. [redacted] XXXXX
Membership # XXXXXXXXXXXXXXXX
Dear Ms. [redacted]:
Thank you for taking the time to contact us concerning AAA NCNU's information sharing practices.
California's "Shine the Light" law, Civil Code section 1798.83, requires certain businesses to respond to requests from California customers asking about the business's practices related to disclosing personal information to third parties for the third parties' direct marketing purposes. Alternately, such businesses may have in place a policy not to disclose personal information of customers to third parties for the third parties' direct marketing purposes if the customer has exercised an option to opt-out of such information-sharing. We have such a policy in place. If a customer elects to use the opt-out right, we will update his or her account to reflect this preference.
A copy of our Privacy Policy can be found on our website located at https://calstate.aaa.com/global/privacy-policy. As indicated in the Privacy Policy customers who wish to excise their opt-out right may contact our Privacy Policy Coordinator via postal mail or email as follows:
VP, Legal & Compliance/Policy Coordinator
American Automobile Association of Northern California, Nevada and Utah
[redacted] Street, Ste. [redacted] XXXXX
https://calstate.aaa.com
Thank you for the opportunity to share our policy with you.
Regards,
_____________________________
[redacted] W. [redacted]
VP, Legal & Compliance/Privacy Policy Coordinator
AAA Northern California, Nevada & Utah
Initial Business Response /* (1000, 5, 2014/06/16) */
June 16, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 5, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position. We were in receipt of the necessary invoice to issue payment on Mr. [redacted]'s claim on May 1st, 2014 via an email. The email was uploaded into the claims file upon receipt. There is not any record of CSAA Insurance Group having received the invoice prior to this time and in fact our claims file had been closed as we were under the assumption that Mr. [redacted] chose to close his portion of the claim without pursuit of his damages. The damages caused by our insured and confirmed by Mr.[redacted] were contained to the front license plate frame.
On June 3rd, 2014 payment was issued to a [redacted] "[redacted]" [redacted] for the amount of $45.00 which were the total damages claimed from this accident..
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: (XXX) XXX-XXXX ext. XXXXXXX
Initial Business Response /* (1000, 5, 2014/02/11) */
February 11, 2014
Revdex.com, Inc.
Attention: [redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]...
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:
We are in receipt and have reviewed [redacted]’s complaint to your department website submitted on January 29, 2014.
I have confirmed that Mr. [redacted]’s auto policy #[redacted] has been cancelled per his request back to October 23, 2013. At this time our records reflect that Mr. [redacted] has an outstanding balance due for this account in the amount of $112.58 for coverage that was afforded to him from 10/23/12 to 10/23/13.
In an effort to clear up any confusion on this matter, we are mailing to Mr. [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/2013 policy term.
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]
Final Consumer Response /* (2000, 12, 2014/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check for the amount was mailed out as I indicated. I respectfully request AAA to send me a written confirmation releasing me from further obligations from this case once my check is cleared. I'm satisfied with the AAA response, so at this juncture, I will close out this case. Thanks to everyone for cooperation and prompt reply.
Final Business Response /* (4000, 10, 2014/02/19) */
February 19, 2014
Revdex.com, Inc.
Attention: [redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]’s rebuttal to your department website submitted on February 12, 2014.
In response to Mr. [redacted]’s comments that he never received any billing for this amount, our records show that we originally mailed a bill to Mr. [redacted] for $112.58 on 10/3/2013 and subsequent bills were mailed after that date.
As stated in our original response we have mailed Mr. [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/2013 policy term. This was mailed to him on February 11, 2014.
We would like to thank Mr. [redacted] for mailing in a check for the amount due. Please be advised, that at this time we do not yet show receipt of this check for his auto policy #[redacted] so the amount is still showing outstanding.
Thank you for giving us the opportunity to address the consumer’s 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, 6, 2015/02/09) */
February 9, 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 February 1, 2015. Your complaint assignment has been referred to me for response.
In review of this account, our records reflect that Mr. [redacted]'s homeowner policy #XXXX-XXXX cancelled effective 12/11/2014 per his request. At that same time Mr. [redacted] requested that his address be amended to reflect: [redacted] XXXXX and we updated his policy to reflect this. All refund checks were mailed to the new address.
We show the following refund checks were mailed to Mr. [redacted]:
Refund check #XXXXXXX dated 12/29/14 in the amount $33. This check shows cashed on 1/12/15.
Refund check #XXXXXX in the amount of $654 dated 12/12/14. On 1/6/15, Mr. [redacted] informed us he never received this refund.
On 1/6/15 we voided check #XXXXXX
On 1/7/15 we issued a new check #XXXXXXX in the amount of $654. On 1/31/15, Mr. [redacted] informed us he never received this refund.
On 2/4/15 we issued a new Check #XXXXXX for $654 and sent via UPS overnight mail to: [redacted] PA XXXXX. This check shows it was cashed on 2/5/15.
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 Relations Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 10, 2014/12/22) */
December 22, 2014
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 February 3, 2013 and received by us on December 10, 2014. Your complaint assignment has been referred to me for response.
We have reviewed our records and find the following:
On 8/2/12 Mr. [redacted] called to remove his son Robert as he indicated that he was insured on his mother's policy. At the same time insured also added son [redacted] C. [redacted] III DOB 2/5/94 and a 05 Impreza to his policy.
Insured called on 1/9/2013 to report a loss for son [redacted] who was the involved driver in an accident.
On 1/9/2013 our claims group informed us that insured's son [redacted] was in accident with vehicle no#3, he was to be added according to notes effective 8/2/12, but due to our error it was never processed.
The error was corrected and processed effective 8/2/2012 and coverage was backdated to cover the claim.
Mr. [redacted] called on 1/18/13 after receiving an amended declaration which showed the backdated coverage for his son and the additional increase in premium due to adding his son and vehicle.
Insured stated that [redacted] was on his mother's policy from inception and did not want him added.
On 1/21/2013 we received proof from Mr. [redacted] that his son [redacted] was insured under his mother's policy with Geico effective 1/18/13.
On 2/7/2013 insured [redacted] called to cancel policy effective 2/13/13 stated he replaced coverage with Geico.
The policy premium breakdown is as follows:
New Business original premium $3,371
Endorsement effective 8/1/2012 removed son Robert credit of $668
Endorsement effective 8/2/2012 additional premium of $449 added third vehicle 05 Impreza
Endorsement effective 8/2/2012 Additional premium of $1,570 added operator [redacted]
Endorsement effective 1/21/2013 Credit of $648 removed operator [redacted]
Cancellation effective 2/13/13 credit of $835 for unearned premium
Insured paid $2775.08 from 5/22/12 to cancellation date of 2/13/13
Remaining premium due $463.92
In regards to Mr. [redacted]'s request for a refund of the $383 we will be unable to accommodate her request as no refund is due. Mr. [redacted] currently he has an outstanding balance on this his auto policy #XXXX-XXXXwith us that is due in the amount of $463.92 for coverage that was afforded from 5/22/12 to 2/13/13.
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: XXX-XXX-XXXX
I have been with AAA for over a decade. I have used them exclusively for homeowner's, life, and auto insurance. I was rear-ended by an individual who may not have insurance coverage, which means AAA may have to cover the costs of repair. I called them at the accident site to report the accident and provided damage information without fully inspecting my vehicle. It was dark, and it was rush hour, so I was advised by ambulance personnel to move to the sidewalk where I would be safe. The next morning, I noticed a chip and dent I had not reported the previous night. Fortunately, the tow truck driver saw it and reported the damage on his report before removing it from the site of the accident. I also took pictures the next morning when I noticed it. The pictures showed white paint, which matches the color of the car that hit mine. I had also taken pictures from the sidewalk the night of the accident. Later, AAA tried to deny coverage because I didn't report it the night of the accident. Do they not understand what a person goes through when they are rear-ended? Really? Fortunately, I had several pictures and the tow truck report, which I emailed to them. They tried to get me to file a separate claim (and probably pay a deductible) for damages I sustained in the accident, and the evidence I provided was overwhelming. One picture even showed debris in the street near the area of the damage they tried to deny. They actually thought I was ignorant enough to believe something couldn't possibly fly and hit my car! Please -- we broke the head restraints because the hit was so hard, and my husband's glasses flew off, even with a knit cap over them. After a few curse words and blowing my temper on the phone, they finally came to their senses and agreed to cover the damage. I will probably look for another insurance company because I feel like they were not looking out for my best interest. Next time, I will contact an attorney before I ever call the insurance company. AAA did not want to fulfill their responsibility to me. I guess I should be satisified things will work out, but I'm stressed out and sick thanks to my own insurance company - more aggravation than I needed given what I'm having to experience as a result of the accident.
Initial Business Response /* (1000, 5, 2015/12/16) */
December 16, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on December 10, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] submitted a claim for a water leak which caused water and mold damaged to his garage.
We completed an inspection of the property and were not able to determine the exact location of the leak. We contracted Bullseye Leak Detection to inspect the property and provide us with the cause of the loss. Bullseye Leak Detection completed their inspection and provided us a report with their findings. Their report stated in part that they spray tested the tile shower enclosure and found that water ran through the gaps in the grout. The water then traveled down the wall passed [redacted] the subfloor and surfaced in the garage directly below the master bathroom. They took moisture readings and found that the only area with elevated moisture readings was the ceiling in the garage just below the shower. The report states that the worn tile shower enclosure was the source of the leakage and this was causing the water and mold damages to the garage. The cause of the failure was noted at deferred maintenance. Bullseye Leak Detection also noted that all caulking and grout appeared original to the home and it was in poor condition. Also a contributing leak source was the adjacent tub which was missing its overflow trim and the overflow pipe was loose at the gasket connection to the tub.
We spoke to Mr. [redacted] on June 15, 2015 and explained there was no coverage for the cause of the loss, he stated he understood. We again left Mr. [redacted] a voicemail message on July 14, 2015 informing him of the coverage determination and that there was no coverage for the cause of loss. On July 20, 2015 we spoke to Mr. [redacted] and explained, once more, there was no coverage for the cause of the loss.
On July 29, 2015 Mrs. [redacted] called to inquire about the claim status. We explained to her that payment for the repairs had already been issued less their deductible and that there was no coverage for the repairs due to wear and tear.
On September 2, 2015 we received a call from Mrs. [redacted] informing us she obtained an estimate from a different contractor and it was much higher than our estimate. We asked Mrs. [redacted] to provide us a copy of the estimate for our review.
On November 25, 2015 Mr. [redacted] called us asking for additional payment for his repairs. He was informed we had already issued payment for his repairs and if he had a different estimate to submit it for our review as previously requested.
On December 7, 2015 we finalized the review of the estimate provided by Mr. [redacted]. It was determined that the additional cost was due to the repairs to the shower system which had failed due to wear, tear and deferred maintenance and not covered under Mr. [redacted]'s policy. On the same day we contacted Mr. [redacted] and explained the reasons why there was no coverage for the shower and tub repairs, he understood.
We maintain our position that there is no coverage for the shower system as this is specifically mention in Mr. [redacted]'s policy as being excepted and excluded from coverage due to wear, tear and deferred maintenance.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Large Loss Supervisor
CSAA Insurance Group
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I have requested (and received) a copy of my homeowner's policy. The policy has been reviewed and it is still clear to me this claim should have been covered 100% under my homeowner's policy. Due to limited spacing I will only quote limited language under this policy that specifically pertain to this claim. Under Section I Item 12, it states in part, "We will reimburse up to $10,000 of the costs covered under Section I from an accidental discharge or overflow of 'water' from within plumbing" The policy goes on to state, "The coverage does not include damage caused by constant or repeated seepage or leakage of 'water'...UNLESS SUCH SEEPAGE OR LEAKAGE OF 'WATER' AND THE RESULTING DAMAGE IS UNKNOWN TO ALL INSUREDS AND IS HIDDEN WITHIN THE WALLS OR CEILINGS OR BENEATH THE FLOORS".
After reviewing this policy it is still clear to me that AAA should cover 100% of the cost directly to the contractor (Altec Construction, Inc). The Revdex.com however has requested I create a "MIDDLE GROUND". As a result, I believe it is more than fair for AAA to pay 75% of the cost directly to Altec Construction, Inc.
Additionally, I would like to request this response be escalated to someone HIGHER (Manager or above),within the ranks of AAA, than the rank that responded to the previous submission.
Furthermore, I would like a representative from AAA to contact Altec Construction and advise them I will pay the remaining 25% in monthly payments and to remain flexible until Altec Construction,Inc is paid in full.
Final Business Response /* (4000, 10, 2016/01/07) */
January 7, 2016
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal complaint to your department submitted on December 27, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
As stated on our prior correspondence, wear, tear and maintenance in specifically excepted and excluded from coverage under Mr. [redacted]'s policy, here is the relevant policy language:
SECTION I - PERILS INSURED AGAINST
COVERAGE A - Dwelling
COVERAGE B - Other Structures
We insure against risk of direct physical loss to the property described in Coverages A and B. We do not insure, however, for loss caused by:
...
6 a. Wear and tear, marring, deterioration;
...
If any of these cause "water" damage not excepted above or otherwise excluded, from a plumbing, heating, air conditioning or automatic fire protective sprinkler system or household appliance, we cover loss caused by the "water" including the cost of tearing out and replacing any part of a "residence premises" necessary to repair the system or appliance. We do not cover loss to the system or appliance from which this "water" escaped.
7. Section I - Exclusions;
Under items 1. through 6. above, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered.
...
SECTION I - EXCLUSIONS
...
2. We do not insure for loss to property described in Coverages A and B caused by any of the following. However, any ensuing loss to property described in Coverages A and B not excluded or excepted in this policy is covered.
...
c. Faulty, Inadequate or Defective:
...
(4) Maintenance; or
...
of part or all of any property whether on or off the "residence premises".
...
Per the policy language above, we are able to extend coverage for the ensuing water damage, however, we are unable to extend coverage for the system or appliance from which the water escaped. In this case the shower system including the adjacent tub failed due to wear, tear and lack of maintenance and there is no coverage to repair or replace it under the policy.
While grant of coverage does not include coverage for mold or fungi, wet or dry rot or bacteria, there is a separate section of the policy entitled "ADDITIONAL COVERAGES." That section provides additional coverage that AAA may extend providing that the facts of the claim meet the specific circumstances outlined in the enumerated additional coverage. Here is the relevant policy language:
SECTION I - ADDITIONAL COVERAGES
...
12. "Fungi", Wet or Dry Rot or Bacteria
We will reimburse up to $10,000 of the costs covered under Section I you reasonably and necessarily incur because of the need to repair, replace, remove or restore any part of the dwelling, other "building structures" or personal property due to the unsafe levels of "fungi", wet or dry rot, or bacteria that occurs during the policy period from an accidental discharge or overflow of "water" from within a plumbing, heating, air conditioning or automatic fire protective sprinkler system or from within a household appliance. This coverage includes any reasonable and necessary increase in living expenses actually incurred by you under the same terms and conditions in subsection 1.a. in Coverage D - Loss of Use, but does not increase the overall $10,000 limit of liability. This coverage does not include damage caused by constant or repeated seepage or leakage of "water" or the presence or condensation of humidity, moisture or vapor, over a period of weeks, months or years, unless such seepage or leakage of "water" or the presence or condensation of humidity, moisture, or vapor and the resulting damage is unknown to all "insureds" and is hidden within the walls or ceilings or beneath the floors or above the ceilings of a "building structure". This coverage does not apply to:
a. The appliance from which the "water" or steam escaped;
...
Reimbursement of $10,000 is the most we will pay for all of the following:
a. The total of all loss payable under SECTION I - COVERAGES caused by unsafe levels of "fungi", wet or dry rot or bacteria;
b. The cost to investigate, tear out and/or replace any part of a "building structure" or other covered property as needed to gain access to unsafe levels of "fungi", wet or dry rot or bacteria;
c. The cost of testing of air, surfaces or property to confirm the absence, presence or levels of "fungi", wet or dry rot or bacteria whether performed prior to, during, or after removal, repair, restoration or replacement. The cost of such testing will be provided only to the extent that there is a reason to believe that there is the presence of unsafe levels of "fungi", wet or dry rot or bacteria.
...
We were able to extend coverage for the mold/funji for Mr. [redacted]'s loss as it met the criteria outlined under this Additional Coverage 12.
Mr. [redacted]'s claim has been fully investigated and our coverage determination has been made accurately based on the facts of the loss and remains unchanged. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Large Loss Supervisor
CSAA Insurance Group
(XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2015/01/09) */
January 9, 2015
Revdex.com, Inc.
[redacted]
[redacted] 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 December 28, 2014 regarding her auto policy #INS-XXXXXXXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Ms. [redacted] also submitted a complaint to the Indiana Department of Insurance for this same matter. As a result, please be advised that we will be resolving this issue through the Indiana 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 /* (4200, 16, 2015/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I previously stated, AAA's response to the Indiana Department of Insurance was nothing more than computer generated forms that I never received. The Indiana Department of Insurance, under Indiana Law, provides no recourse against fraudulant "proof of mailing" evidence by companies such as AAA that have unethical practices.
AAA's continued response of referring to my claim with the Indiana Department of Insurance is further evidence of their inability to provide any real proof and of their their unsavory customer service.
I stand by my original request for resolving this matter, which is far more reasonable than I should request considering the treatment I have received from this insurance company!
Initial Business Response /* (1000, 6, 2014/04/08) */
April 7, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Insured/[redacted]
Claim Number: Homeowners 01-WJXXXXX
Date of...
Loss: March 15, 2014
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]' complaint to your department submitted on March 24, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Mr. [redacted] reported a claim to us on March 16, 2014, for water damage to his condominium/townhome. We inspected his property on March 18, 2014. We found the water was coming in from another unit. Payment for his covered (ensuing) damages less his $1,000 deductible was issued on March 26, 2014.
Since we do not insure the responsible unit, we could not authorize a plumber to go into that unit.
We did alert the responsible unit's insurance carrier of the issue at hand and the need for a plumbing inspection.
In his complaint to you, he asked (Desired Resolution) for his rental income loss (Coverage D). Mr. [redacted] has coverage up to $1,000.00. We issued the full $1,000.00 payment for Coverage D on March 27, 2014. He also requests a plumber (this was addressed above) and carpet repairs to "not look like a domino set". The carpet was found to be salvageable. We had the carpet tested and no contamination was present. We approved payment for replacement of padding, cleaning and rely of the carpet. We have Mr. [redacted]' file open for recovery. We will pursue all payments issued by AAA and will request Mr. [redacted]' deductible (on his behalf) be reimbursed as well. This process can take 60-90 days, depending on how promptly the responsible unit's carrier acknowledges and processes our claim.
Mr. [redacted] has also reported his claim to the Department of Insurance (DOI) for inquiry. We received the inquiry on April 2, 2014. We are in the process of responding. As part of a DOI inquiry, a separate response to Mr. [redacted] is required. We will be sending response out shortly to Mr. [redacted] from our Claims Division.
Mr. [redacted]' comments concerning our service have been noted. The parties involved have been alerted.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder Relations Analyst
CSAA Insurance Group, a AAA Insurer
Corporate Office
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On March 16th, when I opened the claim over the phone, I made sure to let the AAA Agent know that a swab sample of the drywall needed to be sent for testing.
The agent was [redacted] I mentioned to him via email (with copy to the supervisors bellow) that they commited a mistake by not taking a sample of the wet drywall upon DKS(Disaster Kleeners Specialist) visit.
I dont live in the house, as this is a Rental property, so I trusted that AAA was going to do the necessary investigative steps to remediate the loss.
Which were:
-Take a swap sample of the wet drywall
-Send a company to investigate the reason of the leak
-Provide adequate follow up
I DID not any of these steps, and was left to fend for myself. Lost a lot of sleep and even weight.
I mentioned that several times to [redacted] and the entire AAA staff I had to talk to in order to recover the cost for my carpet besides all of the customer service issues I received.
They were: [redacted] and [redacted]
What really happened was:
-DKS never took a sample of the Wet Drywall, although [redacted] confirmed to me over the phone that they did, I challenged him several times about that and he never replyed to me.
-DKS vacummed and dried out the house for 4 entire days (24 hours per day) staring March 16th early Sunday afternoon
-Protera Labs came to take the swap test on Thursday March 20th on a dried out carpet which has been vaccummed basically every single day for 4 days
-Every day, as DKS were removing Drywall, they would finish up and VACCUMM the DRIED UP carpet
-Since AAA never sent a company to investigate, my claim became delayed, and the $1000 for Rental Income Loss did not actually cover the Rental Loss, which was actually $1216.08
-AAA sent a wrong letter with the loss of use for 5K (not 1K), also 100K for Medical Payments(wrong amount). They fixed the letter, but I ended up loosing money because I thought I was insured for more rental loss than 1K.
-The plummer came on site and removed my neighboors toilet, and mentioned on his report that there were several gaps on the toliet connection, besides that the toliet was 1 inch off track
I already submited AAA with the Official Plummer Report, taken from the inspector hired by the HOA Insurance (Travelers), the HOA already gave them a copy too.
Besides that report, I asked for a Free estimate from Rescue Rooter, and they also have the Official Report from the Investigation Resource(American Leak Detection) used by the HOA Insurance (Travellers).
All of the reports list that the source of the Leak was the neighboors toilet.
For reference, this is what happened back in Feb, 2011, when the leak happened again:
-AAA send a company called RMC (Restoration Management Company), and right after sent Proter Labs.
-Protera took a sample of the wet drywall and verifyed that the water was contaminated with intestinal bacteria (Interococous/E.Coli)
-AAA Adjuster([redacted]) send a company to investigage (Pipo Pros), and the report was the same as in 2014, the source was the same, TOILET.
-AAA paid for part of my carpet, and I eneded up having to put a cheaper carpet, and cover the other rooms on my own cost
The report they have from Protera lists "Living room carpet", there is no mentioning of any Drywall.
The evidence is destroyed, and now they dont want to cover my loss.
I will wait for the reply from the Department of Insurance, and after that I will open a BAD FAITH lawsuit against AAA.
Initial Business Response /* (1000, 13, 2014/10/09) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@goAAA.com
AAA is currently working with the branch manager to resolve this issue. We will update the Revdex.com and the member as soon as...
we are able to resolve.
Initial Consumer Rebuttal /* (3000, 15, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never heard from anyone from AAA.
Final Consumer Response /* (2000, 18, 2014/10/14) */
I just received a phone call from AAA spoke with [redacted]. He is taking care of everything. We can close this case and disregard this. Thank you Revdex.com!
Initial Business Response /* (1000, 5, 2015/10/09) */
October 9, 2015
Revdex.com, Inc.
[redacted] Suite [redacted]
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 October 6, 2015 regarding auto policy #NYS-XXXXXXXXX. Your complaint assignment has been referred to me for response.
Our records indicate that Mr. [redacted] also submitted the same complaint to the New York Department of Financial Services Insurance Division. As a result, please be advised that we will be resolving this issue through the New York Department of Financial Services Insurance Division.
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, 12, 2016/01/15) */
see attached
Final Business Response /* (4000, 14, 2016/01/29) */
January 29, 2016
Revdex.com, Inc.
[redacted] Suite [redacted]
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 January 18, 2016.
We sincerely apologize for the disappointment and frustration Mr. [redacted] has experienced. Our records indicate that the AAA New York Club has already paid for part of Mr. [redacted]'s membership which is up for renewal. In an effort to restore Mr. [redacted]'s confidence with CSAA Fire & Casualty Insurance Company (AAA) and due to the circumstances, a decision has been made to pay for the remainder of his membership dues. As a result, a check in the amount of $164 for the additional amount due on his membership is being mailed to Mr. [redacted] today.
Thank you for providing us the opportunity to address the consumers concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Specialist
Phone Number: (XXX) XXX-XXXX
Final Consumer Response /* (4200, 16, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CSAA cost me thousands of dollars and dozens of hours when they terminated my policy by using incorrect information. I am 63 years and on a fixed income, money and time are things I do not have a lot of at this time. CSAA treated me rudely while they were causing a major costly disruption to my life and the lives of my family members.
It is nice that they compensated me for a AAA membership. However, that does not even come close to the financial, emotional, and time cost to me.
They were wrong. They used incorrect information that was either illegal and/or unethical and immoral.
They still owe me a lot.
Initial Business Response /* (1000, 5, 2014/10/31) */
October 31, 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.
A representative from AAA, [redacted] M, reached out to [redacted] via voicemail and email on October 23, 2014. [redacted] and [redacted] have exchanged several emails between October 23rd and October 24th. [redacted] informed [redacted] that he was double billed and issued [redacted] 2 refunds which were to go back to his account within 3-5 business days.
[redacted] was concerned of his Membership account having the correct base year and wanted to know how his checking account was charged without authorization. [redacted] advised that he has updated the Membership account to reflect his original base year of 1993 and new Membership cards would be sent. In addition, [redacted] informed [redacted] that the reason his checking account was charged was due to a system error from AAA's original billing system. As a token of goodwill for AAA's error, [redacted] processed a $195.00 credit on [redacted]'s Membership account to pay his 2015 Membership dues.
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, 2014/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All that we wanted from the first phone call to AAA's phone number was a correction of the billing and membership issues. It took a great deal of time and effort and multiple contacts to fix a problem that should have been handled many months previously. I think that we found someone at AAA that finally understood the problem and found a solution, we appreciate their assistance and hope that other consumers billing errors are handled in an expedient manner.
We appreciate Dave M's help and we will make sure that the corporate headquarters is contacted with any future issues.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2016/01/25) */
January 25, 2016
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on January 11, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
We contacted Ms. [redacted] on January 12, 2016, and discussed her concerns. We explained that inspections by American Leak Detection and our Field inspector indicated a leak in the hot water line with no resulting damage to the dwelling. We explained that the cause of the leak might not be covered by the policy; we would pay to access the plumbing line that was leaking to determine the cause or they could accept those funds and apply them to a re-route of the plumbing line. We also advised that there was no mold found during that inspection. We explained that efflorescence is a naturally occurring substance that can present in concrete floors and was not thought to be the result of the plumbing leak.
Ms. [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be mold. We agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, 2016. Ms. [redacted] has been advised of those findings.
We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is found. The results of that inspection has not been received as of this date. Upon receipt of the report we will give further consideration of the claim for damage to the flooring and will contact Ms. [redacted] with our determination.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: (XXX) XXX-XXXX ext. XXXXXXX
Initial Consumer Rebuttal /* (3000, 8, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On January 15th 2016, I was informed via email by CSAA supervisor: "The inspection report from Renaissance General Restoration Contracting, Inc. indicates that no moisture or visible mold was present at their inspection. We will forward a copy of their report for your records." And I replied:
"I will be hiring a specialist who will inspect and test for mold per the correct procedural protocol, as visible inspection is not the only way to test for mold. There is no longer moisture in that area as water has been shut off to area since the leak was found and contractor has begun work on rerouting lines."
There is no point in inspecting for moisture after the fact that the leak situation has been resolved and water is no longer running through the water pipe under the slab. These inspectors do not test for mold, they come and inspect for water damage to floor, which there is but they keep calling it efflorescence and blame it on slab foundation and dismiss the fact that there was water running under the slab due to broken pipe that caused moisture from that pipe to spread and to come up and cause the discoloration to floor. Pictures or visual inspection do not diagnose mold. Seems like the insurance company hires their inspectors to put together reports in their favor to avoid having to fix damages to floor.
Would I recommend this company to anyone in the future? Definitely not, and I will not be renewing my insurance with them either,due to their poor service and response time.
Final Business Response /* (4000, 12, 2016/02/17) */
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal submitted to your department on January 26, 2016. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted] was concerned with an area of discoloration of the flooring in the bathroom and the possibility that it might be mold. We agreed to have an inspection completed by Renaissance General Restoration; their inspection indicated that there was no moisture or visible mold present at the time of their inspection on January 13, 2016. Ms. [redacted] has been advised of those findings.
We also agreed to have Flooring Forensics inspect to determine if there is damage to the stain finished concrete flooring and the cause if damage is found. Their report dated February 7, 2016, indicated that the efflorescence was not related to the recent plumbing leak. They also indicated that the discoloration to the floor in the bathroom is likely due to moisture content in the concrete and may be the result of a leaking shower pan. We would be willing to have the shower pan tested for a leak if Ms. [redacted] is interested in having this done.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Homeowner Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number:
April 19, 2016
"sans-serif"'>
Revdex.com, Inc.
[redacted]
Attn: [redacted]
RE: Case ID#: [redacted] – [redacted]
Dear [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.
We contacted [redacted] and explained that the Emergency Roadside Service agents are required to ask questions in order to make an informed decision on the type of Tow Truck that should be dispatched. Unfortunately, we cannot promise that she would not asked questions if she calls for service again. We did apologize for any inconvenience.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
Member Relations – Executive Office
[redacted]
Tell us why here...
Initial Business Response /* (1000, 10, 2014/12/23) */
December 23, 2014
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted] and Joel [redacted]
Revdex.com File Number: XXXXXXXX
Dear Ms....
[redacted]:
We are in receipt and have reviewed [redacted] and [redacted] complaint to your department submitted on July 18, 2013 and received by us on December 10, 2014. Your complaint assignment has been referred to me for response.
We have reviewed our records and find that we originally responded to this complaint to the Revdex.com of Washington DC & Eastern Pennsylvania on 8/23/13. I have attached our original response for your reference.
Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/07/07) */
July 7, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 26, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Our insured, [redacted], reported a loss, indicating that their vehicle was damaged while parked and unattended. This report was made to us by telephone, so we were unable to inspect his vehicle at the time of notice. We advised Mr. [redacted] that we were initially filing the claim as a comprehensive loss, subject to a $100 deductible. We also advised Mr. [redacted] that if after we inspected his vehicle, if it was determined the loss was the result of a collision loss, that his deductible would then be $500.
Mr. [redacted] took his vehicle to one of our approved repair facilities and signed an authorization for the shop to repair his vehicle. A preliminary estimate and photos were then submitted to us for our review. Upon our review, it was determined that the damage to Mr. [redacted]'s vehicle was indeed caused as a result of a collision, and was subject to a $500 deductible. This message was communicated to both Mr. [redacted] and the body shop.
At that point, Mr. [redacted] decided not to have his vehicle repaired, as he did not have the required $500 deductible. Unfortunately, Mr. [redacted] had already signed a repair order, authorizing the shop to repair his vehicle, and repairs were already well underway.
AAA made a business decision to only charge Mr. [redacted] a $100 deductible. This resulting outcome satisfies Mr. [redacted]'s original request that he only be charged a $100 deductible. .
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: (XXX) XXX-XXXX
Initial Business Response /* (1000, 5, 2015/12/09) */
December 9, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: ...
XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on November 25, 2015. Your complaint assignment has been referred to me for response.
As requested, here is our position.
Ms. [redacted]'s policy was incepted September 20, 2014. At the time the policy was written, Mr. [redacted] was excluded from the policy with the exclusion endorsement signed by Ms. [redacted] The endorsement clearly dictates that no policy coverage would apply should Mr. [redacted] be operating a motor vehicle.
Mr. [redacted] was operating a rental vehicle on November 9, 2015 when he struck another vehicle. The loss was reported to our claims center by the other party on November 9, 2015 at approximately 4:00pm. We immediately called Ms. [redacted] and left a message. Mr. [redacted] returned our call at 7:00pm on November 9. We explained that there was a coverage question.
Ms. [redacted] contacted our policy service department on November 10, 2015 and spoke to three different representatives. While it is true that Ms. [redacted] was given incorrect information once, two other representatives clearly explained that Mr. [redacted] is not covered while driving a vehicle. Further, the loss in question had already occurred prior to Ms. [redacted] receiving the incorrect information. Therefore, it cannot reasonably be concluded that Ms. [redacted] relied upon the incorrect information to her detriment.
Mr. [redacted] was specifically excluded from our policy at the time of the loss as outlined in our exclusion endorsement. Unfortunately, because he was operating the vehicle at the time of the accident, we must deny coverage for the loss.
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:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given incorrect information TWICE. Just because I did not record the conversation does not mean it did not happen. I also didn't record the other two conversations and you are still using those against me. So if we only use the REAL evidence the REAL evidence shows I was given WRONG information. When I called and asked if my Husband is covered and you answer YES that means he is covered. You cannot give members wrong information and then when they get in an accident give them wrong information AGAIN and then hold them liable. This case is NOT closed.
Final Business Response /* (4000, 9, 2015/12/22) */
December 22, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s rebuttal to your department submitted on December 14, 2015. Your complaint assignment has been referred to me for response.
As stated previously the loss had occurred prior to the misinformation being conveyed to Ms. [redacted]. In addition, our representatives did correct her and advise her correctly after the misstatement.
At this time coverage is denied as Ms. [redacted]'s husband was excluded from the policy at the time the loss occurred.
Please be advised that we reserve the right to raise any additional legal or factual bases supporting our decision to the extent permitted by law. If Ms. [redacted] believes this claim has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, 300 South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for providing us the opportunity to review the consumer's 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]
Claims Supervisor
Regional Claims Center
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX ext. XXXXXXX
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the day before my Husband rented a vehicle and was provided WRONG information by your company. No one should have to call And finally get correct information the third time the question is asked. It is your responsibility as my insurance company to provide correct information the first, second AND third time and every time after that. Never should your company be giving false information. False information can cost people their lives and everything they own. I'll be visiting California Department of Insurance.
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attention: [redacted]
Re: AAA Auto Policyholder: [redacted]
Revdex.com File Number: XXXXXXXX
Complainant: [redacted]...
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed Ms. [redacted]'s complaint to your department submitted on July 17, 2015. Your complaint assignment has been referred to me for investigation and response.
As requested, here is our position.
Ms. [redacted] has an auto policy with us. At renewal, we sent a letter to her home. This letter indicated her premium will increase due to her Insurance Score Report received from our vendor, LexisNexis Services. A review of her account by our underwriters found we have not ordered an Insurance Score Report since July 2013. The increase in premium was due to a recent approved rate change in her state and a standard adjustment between policy periods. The letter (Consumer Information Notice) should not have gone to Ms. [redacted].
In her complaint to you, she asked for a billing adjustment. The rate she was charged at renewal matches with the approved rating plan we have on file with the Department of Insurance. Unfortunately, because of this, we are unable to credit her account.
I personally contacted Ms. [redacted] and apologized for the confusion. I have offered Ms. [redacted] a one-year membership to our Club as a gesture for goodwill for her feedback and overall experience.
Should you have any questions or require any additional information, please do not hesitate to contact me at the number listed below.
Thank you.
Sincerely,
[redacted]
Policyholder [redacted] Department
Phone Number: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
8-3-15
Sent via email from consumer:
I guess as well as it will be. Still didnt get a complete answer as to reason for increase. Still several "could be" reasons, but was not for reason given.
Was told letter was in error and they were working on "fixing", but shortly afterwards got another letter saying it was credit report, which couldnt have been. I had a transunion insurance score of over "900" and over 830 something regular score, with no bad marks at all, again not truthful. Just guess have to live with it till I find another insurance company that can be honest with its insured.
Thank you for your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/06/08) */
June 8, 2015
Revdex.com, Inc.
Attn: [redacted]
Complaint Case #: XXXXXXX
Consumer: [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to contact us regarding [redacted]' complaint against...
AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have added Ms. [redacted] to our do not solicit list and provided her documents showing our Privacy Policy via mail which can also be found at: https://calstate.aaa.com/global/privacy-policy. It does take up to 6-8 weeks to be completely removed from all solicitations from AAA.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did receive the communication from AAA noted above in their response, it did not include a list of all the entities that they have shared my personal information with in the past year. I am entitled to this information as s CA resident and am repeating my initial request that they provide this information to me in writing.
Final Business Response /* (4000, 9, 2015/06/25) */
The following letter was mailed this morning certified mail to Ms. [redacted] from AAA Legal Department:
June 25, 2015
Ms. [redacted] XXXXX
Membership # XXXXXXXXXXXXXXXX
Dear Ms. [redacted]:
Thank you for taking the time to contact us concerning AAA NCNU's information sharing practices.
California's "Shine the Light" law, Civil Code section 1798.83, requires certain businesses to respond to requests from California customers asking about the business's practices related to disclosing personal information to third parties for the third parties' direct marketing purposes. Alternately, such businesses may have in place a policy not to disclose personal information of customers to third parties for the third parties' direct marketing purposes if the customer has exercised an option to opt-out of such information-sharing. We have such a policy in place. If a customer elects to use the opt-out right, we will update his or her account to reflect this preference.
A copy of our Privacy Policy can be found on our website located at https://calstate.aaa.com/global/privacy-policy. As indicated in the Privacy Policy customers who wish to excise their opt-out right may contact our Privacy Policy Coordinator via postal mail or email as follows:
VP, Legal & Compliance/Policy Coordinator
American Automobile Association of Northern California, Nevada and Utah
[redacted] Street, Ste. [redacted] XXXXX
https://calstate.aaa.com
Thank you for the opportunity to share our policy with you.
Regards,
_____________________________
[redacted] W. [redacted]
VP, Legal & Compliance/Privacy Policy Coordinator
AAA Northern California, Nevada & Utah
Initial Business Response /* (1000, 5, 2014/06/16) */
June 16, 2014
Revdex.com, Inc.
[redacted]
Oakland, CA XXXXX
Attn: [redacted]
Re: Complainant: [redacted]
Claim Number: XXXX-XX-XXXX
Revdex.com File Number: XXXXXXXX
...
Dear Ms. [redacted]
We are in receipt and have reviewed [redacted]'s complaint to your department submitted on June 5, 2014. Your complaint assignment has been referred to me for response.
As requested, here is our position. We were in receipt of the necessary invoice to issue payment on Mr. [redacted]'s claim on May 1st, 2014 via an email. The email was uploaded into the claims file upon receipt. There is not any record of CSAA Insurance Group having received the invoice prior to this time and in fact our claims file had been closed as we were under the assumption that Mr. [redacted] chose to close his portion of the claim without pursuit of his damages. The damages caused by our insured and confirmed by Mr.[redacted] were contained to the front license plate frame.
On June 3rd, 2014 payment was issued to a [redacted] "[redacted]" [redacted] for the amount of $45.00 which were the total damages claimed from this accident..
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: (XXX) XXX-XXXX ext. XXXXXXX
Initial Business Response /* (1000, 5, 2014/02/11) */
February 11, 2014
Revdex.com, Inc.
Attention: [redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]...
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:
We are in receipt and have reviewed [redacted]’s complaint to your department website submitted on January 29, 2014.
I have confirmed that Mr. [redacted]’s auto policy #[redacted] has been cancelled per his request back to October 23, 2013. At this time our records reflect that Mr. [redacted] has an outstanding balance due for this account in the amount of $112.58 for coverage that was afforded to him from 10/23/12 to 10/23/13.
In an effort to clear up any confusion on this matter, we are mailing to Mr. [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/2013 policy term.
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]
Final Consumer Response /* (2000, 12, 2014/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check for the amount was mailed out as I indicated. I respectfully request AAA to send me a written confirmation releasing me from further obligations from this case once my check is cleared. I'm satisfied with the AAA response, so at this juncture, I will close out this case. Thanks to everyone for cooperation and prompt reply.
Final Business Response /* (4000, 10, 2014/02/19) */
February 19, 2014
Revdex.com, Inc.
Attention: [redacted]
Regarding: Revdex.com Case #: [redacted]
Consumer: [redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]’s rebuttal to your department website submitted on February 12, 2014.
In response to Mr. [redacted]’s comments that he never received any billing for this amount, our records show that we originally mailed a bill to Mr. [redacted] for $112.58 on 10/3/2013 and subsequent bills were mailed after that date.
As stated in our original response we have mailed Mr. [redacted] a detailed accounting of what he has been billed and what he has paid for the 2012/2013 policy term. This was mailed to him on February 11, 2014.
We would like to thank Mr. [redacted] for mailing in a check for the amount due. Please be advised, that at this time we do not yet show receipt of this check for his auto policy #[redacted] so the amount is still showing outstanding.
Thank you for giving us the opportunity to address the consumer’s 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, 6, 2015/02/09) */
February 9, 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 February 1, 2015. Your complaint assignment has been referred to me for response.
In review of this account, our records reflect that Mr. [redacted]'s homeowner policy #XXXX-XXXX cancelled effective 12/11/2014 per his request. At that same time Mr. [redacted] requested that his address be amended to reflect: [redacted] XXXXX and we updated his policy to reflect this. All refund checks were mailed to the new address.
We show the following refund checks were mailed to Mr. [redacted]:
Refund check #XXXXXXX dated 12/29/14 in the amount $33. This check shows cashed on 1/12/15.
Refund check #XXXXXX in the amount of $654 dated 12/12/14. On 1/6/15, Mr. [redacted] informed us he never received this refund.
On 1/6/15 we voided check #XXXXXX
On 1/7/15 we issued a new check #XXXXXXX in the amount of $654. On 1/31/15, Mr. [redacted] informed us he never received this refund.
On 2/4/15 we issued a new Check #XXXXXX for $654 and sent via UPS overnight mail to: [redacted] PA XXXXX. This check shows it was cashed on 2/5/15.
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 Relations Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 10, 2014/12/22) */
December 22, 2014
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 February 3, 2013 and received by us on December 10, 2014. Your complaint assignment has been referred to me for response.
We have reviewed our records and find the following:
On 8/2/12 Mr. [redacted] called to remove his son Robert as he indicated that he was insured on his mother's policy. At the same time insured also added son [redacted] C. [redacted] III DOB 2/5/94 and a 05 Impreza to his policy.
Insured called on 1/9/2013 to report a loss for son [redacted] who was the involved driver in an accident.
On 1/9/2013 our claims group informed us that insured's son [redacted] was in accident with vehicle no#3, he was to be added according to notes effective 8/2/12, but due to our error it was never processed.
The error was corrected and processed effective 8/2/2012 and coverage was backdated to cover the claim.
Mr. [redacted] called on 1/18/13 after receiving an amended declaration which showed the backdated coverage for his son and the additional increase in premium due to adding his son and vehicle.
Insured stated that [redacted] was on his mother's policy from inception and did not want him added.
On 1/21/2013 we received proof from Mr. [redacted] that his son [redacted] was insured under his mother's policy with Geico effective 1/18/13.
On 2/7/2013 insured [redacted] called to cancel policy effective 2/13/13 stated he replaced coverage with Geico.
The policy premium breakdown is as follows:
New Business original premium $3,371
Endorsement effective 8/1/2012 removed son Robert credit of $668
Endorsement effective 8/2/2012 additional premium of $449 added third vehicle 05 Impreza
Endorsement effective 8/2/2012 Additional premium of $1,570 added operator [redacted]
Endorsement effective 1/21/2013 Credit of $648 removed operator [redacted]
Cancellation effective 2/13/13 credit of $835 for unearned premium
Insured paid $2775.08 from 5/22/12 to cancellation date of 2/13/13
Remaining premium due $463.92
In regards to Mr. [redacted]'s request for a refund of the $383 we will be unable to accommodate her request as no refund is due. Mr. [redacted] currently he has an outstanding balance on this his auto policy #XXXX-XXXXwith us that is due in the amount of $463.92 for coverage that was afforded from 5/22/12 to 2/13/13.
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: XXX-XXX-XXXX