Carpet Plus

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and agree to the extra amount of time to resolve this to my satisfaction. Sincerely, [redacted]

April 19, 2016
 
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] [redacted]
 
 Tell us why here...

August 24, 2017   Revdex.com, Inc. [redacted] Oakland, CA 94607   Attn: Mr. [redacted] Complaint Case #: [redacted] – [redacted]   Dear Mr. [redacted]:   Thank you for taking the time to contact us regarding Mr. [redacted]’s complaint...

against AAA Northern California, Nevada and Utah.   Mr. [redacted] has been contacted and his concern has been addressed to his satisfaction.   Should you have any questions or require any additional information please feel free to contact me.   Sincerely,     [redacted] Member Relations – Executive Office AAA Northern California, Nevada & Utah [redacted]

Complaint: [redacted]I am rejecting this response because:
it has been weeks now that complaint is filed, I have seen no number or actual progress to confirm any progress has been made.
I also received a voicemail that a reinspection is required! After 3.5 months and major stuff already fixed for new tenants.
As far as my concern goes, we are back where we were 3.5 months ago!
im just interested to see what actually is called progress and issue is being worked on?
I don't consider sending an email that someone is assigned to the case is actually progress, we need to see result.
also I'm out of country now and have been on rmail/phone .... not sure what is so hard about this case?
I had contacted abc we investigate hotline n had asked to hold off until I see a potential response, I have to re consider the hold there also.
I truly appreciate all the emails, but I need to see tangible result.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I received a call from [redacted] of AAA this morning, 2/24/17. Ms. [redacted] asked if she could close the complaint file. I informed her she does not have my permission to close the complaint because the...

issues have not been resolved. She said she would look into it further and call me back, after which I didn't hear from her again.
In AAA's response letter they fail to address any of my substantive complaints, including the following:
1. We mailed the signed claim form to AAA on 1/7/16. After being extremely patient, numerous follow up phone calls to AAA, and supplying them with every document which they have requested, they've now had 7 weeks to process the claim and there is still no resolution nor payout of the policy.
2. The overpayment of policy premiums still has not been refunded. This is a completely separate and unrelated issue from #1. The refund should be issued to [redacted]'s estate, not to the policy beneficiaries. It should not be held hostage because of any delay or dispute in paying out the policy.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], contacted [redacted] with AAA to further clarify the details of the situation and they finally agreed to pay for the damages in full. Thank you very muchSincerely, [redacted]

June 1, 2016    Revdex.com, Inc. [redacted] Attn:  [redacted]  Re:      Complainant[redacted]  Dear Mr. [redacted] We are in receipt of the Revdex.coms’ notice of complaint submitted by our insured [redacted].  The complaint was submitted to your department on May 25, 2016 and has been referred to me for response. Below is a summary and response, relative to the facts surrounding the inquiry present by Mrs. [redacted] Our insured [redacted] has requested that we reimburse her deductible payment of $250.00.  The deductible is an agreement between an insurance company and policyholder with the understanding that we (CSAA IG) would attempt to make our insured's whole in the event we collect from the fault carrier.  Unfortunately Liberty Mutual has denied the claim that we have presented to them for payment; and per our policy language regarding deductibles, we cannot waive the insured deductible in this case. The deductible language can be found on our Member’s Car Policy, Part V- page 19 and read as follows: The deductible shall not apply to loss to your insuredcar from actual physical contact with a car insured forliability coverage under a different policy, but only if:(1) the insured car is identified by its license number,or the owner or operator is identified; and(2) you are legally entitled to recover the amount ofthe loss from the owner or operator of the insuredcar; and(3) the loss exceeds your deductible. The subrogation department will continue their attempt to either collect or choose to file intercompany arbitration against the claimant carrier Liberty Mutual.  If a favorable decision is rendered on behalf of CSAA IG, we will be able to reimburse the deductible.  A decision by arbitration forums is binding and must be followed per our agreement.  Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below. Sincerely,   Matthew WrightClaims Supervisor Regional Claims CenterCSAA Insurance GroupPhone Number: 702.270.7151

April 15, 2016 Revdex.com, Inc. [redacted]
Oakland, CA 94607 Attn: [redacted] Re: Complainant: [redacted] Revdex.com File Number: [redacted] Dear [redacted] We are in receipt and have reviewed [redacted] complaint to your department submitted on April 8, 2016. Your...

complaint assignment has been referred to me for response. At this time we would like to assure M[redacted] that we have added her and her address of [redacted] [redacted] to our Do Not Solicit list and updated and cross checked all of our systems to prevent future mailings. In addition, we have informed our partner AAA Northern California, Nevada & Utah of her request and they have placed her on their Do Not Solicit list as well. Thank you for the opportunity to address the insureds concerns. Should you have any questions or require any additional information please do not hesitate to contact me directly at the number below. Sincerely, [redacted] Policyholder Relations Specialist CSAA Insurance Group Phone Number: 1[redacted]

Response Attached.

We have been in contact with Mr. [redacted] and his contractor. AAA continues to work closely with our insured to address all of his concerns regarding receipts for work completed. 
 
AAA wants nothing more than to settle this claim accurately and fairly.
 
Sincerely,
 
[redacted]
Policyholder Relations
[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:

June 1, 2017
Revdex.com, Inc.
[redacted]Attn: [redacted]
Re: Complainant: [redacted]
[redacted]
[redacted]
Dear Mr. [redacted]We are in receipt of your office’s inquiry. We have...

reviewed Mr. [redacted]’s complaint to your department which was submitted on May 23, 2017. I have provided the information you requested below.
After reviewing our file there is no evidence to support our insured is liable for the damage to Mr. [redacted]’s vehicle. At this time, I am reaffirming our decision to deny liability for this loss.
Should you have any questions or require any additional information please contact me at the number below.
Sincerely,
[redacted]
Claims Supervisor
CSAA Insurance Group
P[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
November 4, 2015
Revdex.com, Inc.
Attention: [redacted]
1000 Broadway, Suite 625
Oakland, CA XXXXX
Regarding: Revdex.com Case #: XXXXXXXX
Consumer: [redacted]...

[redacted]
[redacted] XXXXX
Dear Ms. [redacted]:
We are in receipt and have reviewed [redacted]'s complaint to your department website submitted on October 23, 2015.
We are unable to locate a claim based on the information Ms. [redacted] has provided in this complaint. As a result, on October 29, 2015 I left a message on the number provided in this complaint for Ms. [redacted] advising that additional information was needed in order to investigate the matter and asking for a call back. As of today I have not received a response back.
At this time in order to research Ms. [redacted]'s concerns we would require the AAA Claim number as well as the name of our insured that was involved in this accident. Once Ms. [redacted] provides this information, we will be happy to review the matter and provide a response to her concerns.
Thank you for giving us the opportunity to address the consumer's inquiry. If you have any additional questions concerning this matter, please contact me at the number listed below.
Sincerely,
[redacted]
Policyholder [redacted] Analyst
CSAA Insurance Group
Phone Number: X-XXX-XXX-XXXX

Dear [redacted],Please find our attached response.Thanks

Complaint: [redacted]I am rejecting this response because (I would accept a result when I see actual results so I hope it resolves fast):
Hi
Thank you very much for the follow up however this response is inaccurate and unfair:
Original estimate for missing AC units and all the vandalism on the 4-plex was only 14K they offered me with $0 for rent loss. This was not even funny, see below for details:
The initial estimate and scope which was done few days after the incident was KEPT SECRET from me for 3 months and it only revealed when I already had it and wanted to know what is going on ASAP so they dropped out 14k number to cover material and labor for all missing AC, vandalisms, broken windows, wall, ripped out cu pipes, broken water heaters, taken 2 stoves, damaged furnaces and …! If I was aware from day 1 this whole thing was much easier to handle, I was kept in dark for 3 months.
I offered AAA if they do all these with the same price for 1 year in my other properties not only I will drop this case but also at the end of the year I will cut a thank you check to AAA for 14k! I still grant that!
AAA picked and sent someone else (an actual AC company) to estimate 3 missing AC units only (which is not the only AC problems) per my request and quote for 3 of them alone came over 14K J This shows how the original estimate was off even by AAA standard. So it was inaccurate and unfair and it is not my fault that it was not done correctly to begin with.
The process can take few weeks and I understand but this is taking almost 6 moths if it drags to February!!!! 6 months is not few weeks! This is distorting reality.
“AAA wants nothing more than to settle this claim accurately and fairly”, that is untrue and shows from the first inaccurate and unfair estimate to now which after assuring me no more inspection is required to cause delay (we already had 2 inspections) by email now they want more inspection which I AGREED but they can’t even schedule it right away that I can be personally present on site, they give me estimate of over a week out for the 3rd inspection which they will need to meet with my contractor! (we don’t live in Sacramento and have audits that can’t miss in over a week)
I would be more than glad to talk to drafter of below response in AAA to address his conception based on actual emails I have on hand, I am open to even meeting with him so in case we go live, “we were not aware” and “this is not how AAA conduct business” would not be stated.
I want nothing more to end this. That’s why I agreed with 3rd inspection, I agreed with whenever they can do it, I agreed to whoever doing it, I agreed with whatever actual company they pick, and all I want is a timeline and sense of urgency.
I hope by next week this is finalized and I am keeping an open mind and looking forward for it.
Again thanks for follow up.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I have a written letter from AAA stating the "other party" was found 100% at fault. I still have this letter in my posession. I will send you the copy tomorrow.   
Sincerely,
[redacted]

Hello [redacted]Please find our attached response.Thanks

Initial Business Response /* (1000, 5, 2015/12/11) */
December 11, 2015
Mr. [redacted] CA XXXXX
RE: Revdex.com CASE#: XXXXXXXX
Dear Mr. [redacted]
I want to personally apologize for the failed service and the poor follow-up that resulted in your complaint to...

Revdex.com.
We failed to provide customer service in a manner that is consistent with our high standards, that you have come to expect, and that our Members deserve. We exacerbated the poor service by not following up. There is no excusewe did not perform to the level that has been a hallmark at AAA for over 100 years.
We have coached the Team Members involved in providing stellar customer service, reminding them that we are here because of our Members. To compensate for our lack service, we will pay your membership dues when it renews on April 13, 2016.
We appreciate you trusting us with all your insurance needs and membership and hope to regain your confidence once again.
Please feel free to contact me with any questions for concerns.
Sincerely,
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com
CC: [redacted]
Dispute Resolution Specialist
Tel: XXX XXX-XXXX
Fax: XXX XXX-XXXX
[redacted]@Revdex.comemail.org
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: I'm asking for the time limits of an investigation. I don't believe it can go on forever. It has been almost 9 weeks. I was never sent the policy stating Part 4 Coverage d-2. I didn't...

get it when we switched over to AAA. I was also told there were California laws affecting our situation. I would like to see that , not just verbally .  I would also like the phone number to the insurance commissioner.                                         ...⇄
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aaamissouri.com
This consumer's complaint is not against AAA Automobile Club of MISSOURI. He resides in Nevada and is not a [redacted] of the Missouri...

AAA. He should contact the AAA Club and Revdex.com in his residing state.
Please remove this complaint from our records. Thank you.
Final Business Response /* (1000, 14, 2015/11/30) */
Contact Name and Title: [redacted]
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@goAAA.com
November 30, 2015
Revdex.com, Inc.
1000 Broadway Suite 625
Oakland, CA XXXXX
Attn: Ms. [redacted]
RE: Case #: Revdex.com CASE#: [redacted] - [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.
We have contacted Mr. [redacted] and addressed his concern to his satisfaction.
Thank you for giving us an opportunity to clarify our position.
Sincerely,
[redacted]
[redacted] - Executive Office
AAA Northern California, Nevada & Utah
XXX XXX XXXX
[redacted]@goAAA.com