Initial Business Response /* (1000, 5, 2015/04/20) */
April 20, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: Yvette [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 April 8, 2015. Your complaint assignment has been referred to me for response.
A review of Ms. [redacted]'s policies found the following:
Personal Umbrella Policy #XXXXXXX cancelled effective 12/14/14 policy inception. A refund check in the amount of $135 was issued to insured on 3/4/15 and shows cashed on 3/13/15.
Home Policy #HO-ZCXXXXX. Cancelation processed on 4/9/15 and policy cancelled effective 12/18/14 policy inception. A refund check in the amount of $560 was issued to insured on 4/14/15 and shows cashed today 4/20/15.
We understand Ms. [redacted] feels these policies were sold to her in error and would like to apologize for her experience. Rest assured her concerns will be addressed with the appropriate parties and will be used to drive improved [redacted] experiences.
Thank you for the opportunity to address the insureds concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/19) */
January 19, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: Ms. [redacted]
RE: Revdex.com CASE#: [redacted] - [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to...
contact us regarding Shrinivas [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have been in contact Mr. [redacted] and have addressed his concerns to his satisfaction.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding:Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] Drive
[redacted] CA ...
XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on June 12, 2015.
In review of Ms. [redacted]'s policy history we do not find any notes or requests from her which indicate the [redacted] should only have comprehensive coverage from XXXX-XXXX. Records reflect that we have mailed out eight policy declaration since 2008. Each policy declaration listed the coverage in place for the [redacted]. The policy declarations are mailed out at each policy renewal and after any policy change. A Renewal Offer letter is mailed out at each policy renewal as well. The Renewal Offer letter states the following:
"Please read the enclosed documents. If you have any questions, please call us at (XXX) XXX-XXXX, or visit your local AAA branch office for more information."
Ms. [redacted] states that her vehicle was registered inoperable with the California Department of Motor Vehicles and she provided us a Registration Information Request Customer Receipt Copy from the California Department of Motor Vehicles dated 4/28/15 as confirmation that her vehicle was listed inoperable. The TTC codes listed on this form for the [redacted] do not confirm that the vehicle was inoperable.
As a courtesy to Ms. [redacted], we have removed all coverages except Comprehensive from 11/28/13 to 10/2/14. This resulted in a $340 return premium which we have credited to Ms. [redacted] policy. Records reflect that Ms. [redacted] reported a claim on 10/5/14 with the [redacted] in which she was found principally-at-fault and we extended liability coverage to the claimant.
Based on the documents and notes we have for policy #CAASXXXXXXXXX we believe we have properly informed Ms. [redacted] of the coverage in place for the [redacted] and have fulfilled our obligation as required by the California Department of Insurance. In addition, it is our position, that the consumer has a responsibility to review their coverages and rates each year and to inquire if they have questions or corrections. No additional back date credits will be processed.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again AAA Representative [redacted] is taking the position I have already stated in my initial compliant that AAA feels I am solely responsible for not reviewing Declarations mailed out. She even goes on to stated that the Copy of Department of Motor Vehicle Registration Information request dated 4/28/15 as confirmation that the vehicle was inoperable. The form was submitted from DMV because I was told by the Vacaville AAA manager to go and obtain this copy in order for my concern to be looked into because their local services could not give me or pull up which seemed strange to me when they have DMV services they provided. I had to take time off work to go to DMV twice to get this record. I also admitted that I did not review the Declaration because AAA had never failed me until this issue and I had no reason to assume they would steal from me or incorrectly code my policy. I don't know why [redacted] felt the need to mention a claim that occurred 10/5/14 that has nothing to do with this issue. I have paid my insurance and their records can show that I don't have a history of at fault claims. [redacted] doesn't even know the details of this accident. My brakes malfunctioned and I did the right thing by reporting the accident. I have years of no accidents on my record but she felt the need to throw it out there but again it has nothing to do with my complaint that's what I pay insurance for in case of an accident. AAA doesn't want to take responsibility for their mistake and it's sad because if it happened to me I know they are stealing from other customers. It is apparent that I am not valued as a long standing good customer and [redacted] at AAA. AAA didn't do what they should have done to correct this issue and attempt to make a very unsatisfied customer partly whole. Their representative failed to take the time to address the main issue who was at fault at AAA that didn't change my policy for a non op and threw total fault on me. I paid month after month and year after year. If they AAA doesn't value you me as a customer I will take my business elsewhere and a lot of other members along with me. Thanks [redacted] for not addressing the main issue and just sitting at your desk reading notes in my file that may or may not have been properly entered correctly by your agents to support AAA's position for stealing from a customer. Have a blessed day.
Final Business Response /* (4000, 9, 2015/07/01) */
July 1, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department website submitted on June 25, 2015.
A detailed investigation was conducted with regards to Ms. [redacted]'s concerns. As previously stated, based on the documentation that we have mailed to Ms. [redacted] each year and the policy records, it is our position that we sufficiently informed her of the coverages in place for her vehicles. At this time we feel that we have adequately addressed this issue.
If Ms. [redacted] believes this matter has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, 300 South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/04/20) */
April 20, 2015
Revdex.com, Inc.
1000 Broadway, Suite 625
Oakland, CA XXXXX
Attn: Yvette [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 April 8, 2015. Your complaint assignment has been referred to me for response.
A review of Ms. [redacted]'s policies found the following:
Personal Umbrella Policy #XXXXXXX cancelled effective 12/14/14 policy inception. A refund check in the amount of $135 was issued to insured on 3/4/15 and shows cashed on 3/13/15.
Home Policy #HO-ZCXXXXX. Cancelation processed on 4/9/15 and policy cancelled effective 12/18/14 policy inception. A refund check in the amount of $560 was issued to insured on 4/14/15 and shows cashed today 4/20/15.
We understand Ms. [redacted] feels these policies were sold to her in error and would like to apologize for her experience. Rest assured her concerns will be addressed with the appropriate parties and will be used to drive improved [redacted] experiences.
Thank you for the opportunity to address the insureds concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/01/19) */
January 19, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: Ms. [redacted]
RE: Revdex.com CASE#: [redacted] - [redacted]
Dear Ms. [redacted]:
Thank you for taking the time to...
contact us regarding Shrinivas [redacted]'s complaint against AAA Northern California, Nevada, & Utah. We appreciate the opportunity to clarify our position.
We have been in contact Mr. [redacted] and have addressed his concerns to his satisfaction.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
Initial Business Response /* (1000, 5, 2015/06/24) */
June 24, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding:Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] Drive
[redacted] CA ...
XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on June 12, 2015.
In review of Ms. [redacted]'s policy history we do not find any notes or requests from her which indicate the [redacted] should only have comprehensive coverage from XXXX-XXXX. Records reflect that we have mailed out eight policy declaration since 2008. Each policy declaration listed the coverage in place for the [redacted]. The policy declarations are mailed out at each policy renewal and after any policy change. A Renewal Offer letter is mailed out at each policy renewal as well. The Renewal Offer letter states the following:
"Please read the enclosed documents. If you have any questions, please call us at (XXX) XXX-XXXX, or visit your local AAA branch office for more information."
Ms. [redacted] states that her vehicle was registered inoperable with the California Department of Motor Vehicles and she provided us a Registration Information Request Customer Receipt Copy from the California Department of Motor Vehicles dated 4/28/15 as confirmation that her vehicle was listed inoperable. The TTC codes listed on this form for the [redacted] do not confirm that the vehicle was inoperable.
As a courtesy to Ms. [redacted], we have removed all coverages except Comprehensive from 11/28/13 to 10/2/14. This resulted in a $340 return premium which we have credited to Ms. [redacted] policy. Records reflect that Ms. [redacted] reported a claim on 10/5/14 with the [redacted] in which she was found principally-at-fault and we extended liability coverage to the claimant.
Based on the documents and notes we have for policy #CAASXXXXXXXXX we believe we have properly informed Ms. [redacted] of the coverage in place for the [redacted] and have fulfilled our obligation as required by the California Department of Insurance. In addition, it is our position, that the consumer has a responsibility to review their coverages and rates each year and to inquire if they have questions or corrections. No additional back date credits will be processed.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again AAA Representative [redacted] is taking the position I have already stated in my initial compliant that AAA feels I am solely responsible for not reviewing Declarations mailed out. She even goes on to stated that the Copy of Department of Motor Vehicle Registration Information request dated 4/28/15 as confirmation that the vehicle was inoperable. The form was submitted from DMV because I was told by the Vacaville AAA manager to go and obtain this copy in order for my concern to be looked into because their local services could not give me or pull up which seemed strange to me when they have DMV services they provided. I had to take time off work to go to DMV twice to get this record. I also admitted that I did not review the Declaration because AAA had never failed me until this issue and I had no reason to assume they would steal from me or incorrectly code my policy. I don't know why [redacted] felt the need to mention a claim that occurred 10/5/14 that has nothing to do with this issue. I have paid my insurance and their records can show that I don't have a history of at fault claims. [redacted] doesn't even know the details of this accident. My brakes malfunctioned and I did the right thing by reporting the accident. I have years of no accidents on my record but she felt the need to throw it out there but again it has nothing to do with my complaint that's what I pay insurance for in case of an accident. AAA doesn't want to take responsibility for their mistake and it's sad because if it happened to me I know they are stealing from other customers. It is apparent that I am not valued as a long standing good customer and [redacted] at AAA. AAA didn't do what they should have done to correct this issue and attempt to make a very unsatisfied customer partly whole. Their representative failed to take the time to address the main issue who was at fault at AAA that didn't change my policy for a non op and threw total fault on me. I paid month after month and year after year. If they AAA doesn't value you me as a customer I will take my business elsewhere and a lot of other members along with me. Thanks [redacted] for not addressing the main issue and just sitting at your desk reading notes in my file that may or may not have been properly entered correctly by your agents to support AAA's position for stealing from a customer. Have a blessed day.
Final Business Response /* (4000, 9, 2015/07/01) */
July 1, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s rebuttal to your department website submitted on June 25, 2015.
A detailed investigation was conducted with regards to Ms. [redacted]'s concerns. As previously stated, based on the documentation that we have mailed to Ms. [redacted] each year and the policy records, it is our position that we sufficiently informed her of the coverages in place for her vehicles. At this time we feel that we have adequately addressed this issue.
If Ms. [redacted] believes this matter has been wrongfully denied or rejected in whole or in part, she may have the matter reviewed by the Consumer Communications Bureau of the California Department of Insurance, 300 South Spring Street, 9th Floor, Los Angeles, California XXXXX, telephone number: XXX-XXX-XXXX or XXX-XXX-XXXX.
Thank you for giving us the opportunity to address the consumer's concerns. If you have any additional questions concerning this matter, please contact me at the number listed below
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX