Encompass Insurance Company

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Contact Name and Title: Thomas [redacted] CSL Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @encompassins.com The original claim was reported on 8/Contact was made with the parent of the vehicle operator who, at the time, was not sure if a rental would be neededAt that time the file handler had provided rental information should it be needed8/Contact was made with the driver of their vehicleVehicle was assigned to be seen on 8/and vehicle was inspected on 8/Encompass adjuster completed investigation of claim on 8/Encompass accepted 100% liability and the initial payment was processed on 8/Supplement requested on 9/and appraiser contacted the shop on 9/Shop manager had indicated that the vehicle in question had been repaired and released back to the customerThe customer had authorized the use of oem partsThe original adjuster had applied a/m and recycled partsAdjuster who wrote the supplement added the parts from the shop estimate and invoices but located alternate parts via ccc search and calls to vendors and obtained quote numbers for available partsSome parts on original estimate were either not available or not insurance quality and were updated on supplement estimateA supplement payment was then issuedTwo payments totaling $have been issued

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.As stated in the previous responses, I let the property manager know the issue with my door not once, but twiceIt is not my responsibility to go into the computers and put in a work orderAisha, the property manager, knew about the issueShe also knows that was the reason for my intent to vacateThe property has no regard for my safety nor the etiquette of customer serviceIt seems that the property does not want to take responsibility for a mistake on their behalfThen have the audacity to slander my name with accusations of illegal activity that you have no proof ofAisha visited the apartment and made a statement saying the door was fine when it clearly was notWhen I dropped off the keys, she changed her statement saying the door was in fact in bad shapeIn the state of Indiana, a property must ensude the safety of a building to rent or keep it occupiedI have sent them a picture of the police report and the door, yet they still have taken no responsibilityRegards, [redacted] Regards, [redacted]

To Whom It May Concern:This notice is being sent in follow up to the complaint submitted by [redacted] of [redacted] Apartments We have made multiple repairs to this unit and do not show any sort of open service needs for the Air Conditioning systemThere was a service request for hot water called in on June 17, and that was completed on June 19, We were not able to complete this particular request same day due to needing to wait for a needed repair part to arrive but did complete it on the 19th just as soon as we were able We do not have any evidence of mold in the unit eitherWe do ask that if Ms [redacted] has any further repairs needed that she contact the leasing office and speak to the manager, Kassie H [redacted] , immediatelyWe want to ensure that all request are handled and that our residents are fully satisfiedPlease let us know if we can be of further assistance at this time.Thank you Gillian D [redacted] Regional DirectorBecovic Management GroupP: 317.570.0400gd [redacted] @becovicmgmt.com

November 2015RE: Revdex.com Complaint ID ***To Whom It May Concern: This notice is being written in response to the above Revdex.com claim ID regarding
former resident *** ***. The
carpet in this unit was replaced at move out, but not due to a water leak. As the attached pictures will
show, the urine
stains in the carpet soaked into the backing and pad of the carpet. Upon inspecting this apartment at move out,
standard move out procedures were followedThis included a full inspection by
the site manager, Christina P***, and subsequent steps following. Immediately upon entering, MsP*** noted a
smell of urine at which time she had our professional carpet cleaner come out
and inspect for pet damage. They pulled
the carpet back and found the urine staining on the backing. Please see attached photographs that were
taken at that time. This was not a musty
smell, but a distinct odor of urine that was backed up by the staining on the
backingThis sort of staining is not indicative of wear and tear. In regards to carpet replacement, there is no
way for us to charge for one room of carpet as when we replace the entire
carpet has to be done. We could not
expect the next resident to move in on carpet that is mismatched from room to
room as each year new styles and dye lots of carpet are utilized. We do bill residents for carpet replacement
based on a seven year proration in order to ensure all charges are fair and
consistent. This resident was not billed
for the full cost of replacement due to this policy and was only billed for the
five years left on the prorationIn addition, the prior resident did not have
any sort of pet throughout his residency with us and the carpet was new at his
move in. If carpet cleaning to remove the
odor would have been an option, we would have done that as it would have caused
much less expense for all parties involved. Unfortunately, carpet cleaning will not remove deep, set in urine stains
in carpeting and if cleaned, the odor and staining would have returnedIn regards to the water leak, this carpet damage didn’t’ have any
relation to that issue and it was a separate incident all together. The water leak repair was initially addressed
immediately, but did take a bit longer than we would have liked due to
scheduling with the tenantOn most occasions, we complete the repairs
immediately, whether or not the resident is home or not. In this case, the resident requested that we
only complete work while they were present and required us to reschedule
completion of repairs on several instances around their scheduleThe repairs
were completed though and all proper steps taken to prevent any further damage
from the water leakAs stated in our lease agreement, we are unable to cover the
replacement costs of personal belongings, and therefore we require renter’s
insurance from each resident in order to ensure they have proper coverage for
these sorts of unforeseen circumstances. The manager was never asked to complete a move out inspection with
this resident or she certainly would have done so. Once a resident moves out, we have to turn
the apartment quickly as they are normally always re-rented to another tenant
within a very short time frameThis does not allow us the flexibility to allow
a resident to “try out” different methods to remove the charges. We
instead rely on the recommendations of our professional contractors utilized,
in this case a carpet cleaner that has worked for our organization for a period
of nearly ten years. As a business, we
have policies in place to ensure fairness but have to also ensure we are following
the same guidelines for all individual and billing out costs that residents are
responsible forPlease let us know if we can be of further assistanceThank you Gillian D***Regional DirectorBecovic Management Group of IndianaP: 317.281.7236g***@becovicmgmt.com

Thank you for contacting our office regarding Mrs*** concerns. Upon further review, it has been determined that the Pennsylvania Department of Insurance is actively investigating this same issue. The file number for this investigation is ***. We respectfully
request that Mrs*** contact the Pennsylvania Department of Insurance with any questions she might have. It is our ultimate hope that Mrs*** finds the pending resolution reached by the state to be a satisfactory one. Encompass Insurance Company strives to provide high quality insurance coverage and an outstanding customer experience. We sincerely apologize for any frustration or inconvenience that this situation might have caused Mr***. Thank you for taking the time to contact our office regarding this situation. Please let us know if you have any additional questions about the information contained above

August 30, 2017RE: *** *** Revdex.com Complaint To Whom It May Concern:This is being sent in regards to the complaint submitted by *** ***, a former resident of Autumn Trails apartment homes. Ms*** moved in September of and as you see on the attached screen shot of her
work order history never submitted any maintenance requests as she states in the complaint. There have been no reports to the management or any member of the team regarding her door of the safety of itIn addition, there is no police record or report to the office of any break ins or attempted break ins to the unit she was occupying prior to June 2017. Ms*** expressed her interest to terminate her lease in June of and the Property Director, Aisha M***, went over the terms of the lease agreement with her and how she could terminate her lease agreement under the terms of the legally binding lease agreementIt was also explained to Ms*** that we could not change the rules or terms of the lease agreements from one tenant to the next and could not disregard the terms she had agreed to. Ms*** refused to follow the terms of her lease agreement and therefore eviction proceedings began as she had not paid her July rent nor vacated the premises. Ms*** did eventually vacate late in July and the move out inspection revealed multiple issues with violations to our Crime Free Addendums that are now being pursed by our legal departmentWe certainly would have fixed any and all issues that Ms*** may have had but we were not aware of them as they were not reported. We strive to ensure all residents enjoy their homes with us and work hard to rectify any and all issues that may present themselves. Please let me know if I can be of further assistance at this time.Thank you Gillian D***Regional DirectorBecovic Management Groupwww.becovicmgmt.comP: 317.570.0400gd***@becovicmgmt.com

August 23, This notice is being written in response to complaint ID *** for Mr*** ***Mr*** was a resident at *** *** ** *** and turned in keys to his residence in early July 2016. Mr*** did have a legally binding lease agreement with *** *** **
*** but was agreed to be released early to better accommodate him as he had purchased a homeThe date he was responsible for all rent and fees through was July 15, and was agreed upon in an email to the site manager, Christina P***Please let me know if you would like for me to provide that email correspondence detailUpon the walk through of the apartment by our Property Director, Christina P***, the carpet was found to be in poor conditionIt is not our policy to notify residents immediately of this damage, but to send an official letter and move out form stating the damages in order to have better documentationThese are sent in a thirty day window of time and Mr*** did receive this notice within thirty days of the apartment turn over on July 15, 2016. The carpet had many stains throughout the living and dining areas and was very matted in natureAn attempt was made prior to replacement to clean the carpet, but the stains could not be removedThis forced us to replace the carpet and under the terms of the lease agreement a resident is responsible for any damage in the apartment that was not there at move in. The total charge for carpet damage/replacement was $- there were not two separate charges, the computer system simply split the total into two lines on the move out statement. Carpets are replaced and billed on a seven year proration as we anticipate they should have a seven year life span with no damage. The carpet is billed at an actual replacement cost of $per square foot times square feet in the apartmentThe total replacement cost is $1,281. At the time of move out by Mr***, the carpet was months old, allowing it month left on the life cycleThis resulted in the charge of $821.43. The additional billing on the move out statement is the difference paid in the prorate on 7/for rent through the 15th - the total paid on July 1, was $and the actual total due to cover rent and fees through the agreed upon date of July 15, was $A portion of this, $20.97, is the final water/sewer bill that we do not know until we move the resident out of our computer system and the bill is generatedWe certainly apologize that Mr*** does not agree with the charges presented, but we have to uphold the terms of the lease agreement and bill all residents in the same mannerThere was no attempt by Mr*** to contact our office prior to submitting this Revdex.com complaint so that we could further explain these charges to him or answer any questions he may have hadAs I emailed him on August we would have been happy to and still can offer a payment arrangement that best fits his financial needsThank you for your help in resolving this matter and please let me know if I can provide any further information at this timeGillian D*** Regional Director Becovic Management Group www.becovicmgmt.com

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for forwarding Mrs.***'s concern to our officeCustomer concerns are important to us and we appreciate the opportunity to address themDue to privacy concerns, we are unable to post a specific reply here for public view,
although we have sent a letter to the customer on September 17, in an attempt to address any issuesWe sincerely apologize for any inconvenience or frustration she may have experienced in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I was never notified that the claim had been reviewed by the MN Department of Commerce, although I did file a complaint thereI am contacting them to learn what Encompass' response was and to see how the state resolved the claimI hope Encompass treats their customers, as well as other auto insurance customers, more fairly in the future.
Sincerely,
Carolina ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We rejected their response since there was no adequate resolution offeredMy wife and I deeply regret becoming residents of *** *** ** *** and never anticipated that vacating the apartment would result in such an unpleasant experienceUnbeknownst to us when we signed the lease in July 2015, *** *** ** *** had a pattern of overcharging residents upon vacating the premisesOne only needs to visit one of the many apartment review websites (***; ***) to hear story after story of former residents of *** *** ** *** describing being charged exorbitant fees after moving outIt is clear that *** *** ** *** c/o Becovic Management is perpetrating a scam and is attempting to punish and financially burden residents who decide not to renew their leasesWe did not have any pets or children in the home and left the carpet in reasonable condition as would be found after any tenant lived in an apartment for monthsWe did not take possession of the apartment with new carpet in placeTherefore, it is unreasonable to expect the carpet to look newWe strongly believe that a standard carpet cleaning would have been adequateReplacing carpet is only one of the many costs of conducting business in the rental property industry and Becovic Management is attempting to coerce payment to cover operating costs from former tenantsI would respectfully request that the Revdex.com conduct an investigation of *** *** ** ***’ fraudulent business practicesAt no time has an actual receipt from the supposed carpet replacement been provided for our review naming the company who performed the servicesFurther, in two separate phone calls to management at *** *** ** *** made in July and early August there was no mention of any outstanding chargesThis failure to mention any outstanding charges further leads us to believe that these charges are fabricated or exaggerated at the leastIn an effort to resolve this matter as quickly as possible we would be willing to pay the utility charges that have been supported with the appropriate documentation
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As stated in the previous responses, I let the property manager know the issue with my door not once, but twice. It is not my responsibility to go into the computers and put in a work order. Aisha, the property manager, knew about the issue. She also knows that was the reason for my intent to vacate. The property has no regard for my safety nor the etiquette of customer service. It seems that the property does not want to take responsibility for a mistake on their behalf. Then have the audacity to slander my name with false accusations of illegal activity that you have no proof of. Aisha visited the apartment and made a statement saying the door was fine when it clearly was not. When I dropped off the keys, she changed her statement saying the door was in fact in bad shape. In the state of Indiana, a property must ensude the safety of a building to rent or keep it occupied. I have sent them a picture of the police report and the door, yet they still have taken no responsibility. Regards,[redacted]
Regards,
[redacted]

September 15, 2016   This is being written in regards to the response submitted by Mr. [redacted] in regards to complaint ID [redacted].  We truly apologize that Mr. [redacted] regrets becoming a resident of [redacted] as that is certainly not our intention or goal.  We strive to satisfy each and every resident but must adhere to the legal guidelines of the lease agreement that is signed and legally bound.  We have not overcharged residents currently or in the past. Unfortunately, many do not realize the expense to repair and replace items such as carpet. We did not bill the resident the full amount of our expense, but instead a prorated amount per the terms of his agreement.  We did not expect the carpet to look new, but we did expect it to be returned to us in a condition to which it could be cleaned or repaired. We could not get the carpet cleaned and therefore we had to replace. It would not be fair to leave the carpet in the state that Mr. [redacted] left it at move out for the next tenant as I am sure they would not want to have received it in that condition themselves.  Again, we acknowledge the carpet was not brand new at the time of Mr. [redacted] move in, thus we did not bill him for the full replacement cost of it.  The costs of conducting business include a variety of things such as property taxes, mortgages, utilities, etc., but does not include resident inflicted damage to items. Due to this, our Lease Agreement signed at time of move in clearly outlines the expectations of each resident at move out and throughout their tenancy with us. This ensures fairness and consistency with all residents.    Mr. [redacted] did make payment in full on his account on the 12th of September and now holds a zero balance. If they would like further documentation of any charges or evidence of damage please feel free to let me know as that can be provided. I am assuming at this point it is not necessary. Thank you for your continued help in resolving this matter. Have a great day!   Gillian D[redacted] Regional Director Becovic Management Group of Indiana www.becovicmgmt.com P: 317-570-0400 F: 317-689-8381 M: [redacted]

To Whom It May Concern:This notice is being sent in follow up to the complaint submitted by [redacted] of [redacted] Apartments.  We have made multiple repairs to this unit and do not show any sort of open service needs for the Air Conditioning system. There was a service request for hot...

water called in on June 17, 2017 and that was completed on June 19, 2017. We were not able to complete this particular request same day due to needing to wait for a needed repair part to arrive but did complete it on the 19th just as soon as we were able.  We do not have any evidence of mold in the unit either. We do ask that if Ms. [redacted] has any further repairs needed that she contact the leasing office and speak to the manager, Kassie H[redacted], immediately. We want to ensure that all request are handled and that our residents are fully satisfied. Please let us know if we can be of further assistance at this time.Thank you  Gillian D[redacted]Regional DirectorBecovic Management GroupP: 317.570.0400gd[redacted]@becovicmgmt.com

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: Thomas [redacted] CSL
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@encompassins.com
The original claim was reported on 8/16. Contact was made with the parent of the vehicle operator who, at the time, was not...

sure if a rental would be needed. At that time the file handler had provided rental information should it be needed. 8/18 Contact was made with the driver of their vehicle. Vehicle was assigned to be seen on 8/18 and vehicle was inspected on 8/19. Encompass adjuster completed investigation of claim on 8/28. Encompass accepted 100% liability and the initial payment was processed on 8/28. Supplement requested on 9/1 and appraiser contacted the shop on 9/4. Shop manager had indicated that the vehicle in question had been repaired and released back to the customer. The customer had authorized the use of oem parts. The original adjuster had applied a/m and recycled parts. Adjuster who wrote the supplement added the parts from the shop estimate and invoices but located alternate parts via ccc search and calls to vendors and obtained quote numbers for available parts. Some parts on original estimate were either not available or not insurance quality and were updated on supplement estimate. A supplement payment was then issued. Two payments totaling $3541.11 have been issued

Initial Business Response /* (1000, 5, 2015/05/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@encompassins.com
May 28, 2015
Revdex.com serving Chicago & Northern Illinois
330 N. Wabash Ave. Ste 3120
Chicago, IL 60611-7621

Re:...


Complaint Number: XXXXXXXX
Insured: [redacted]
Complainant: [redacted]
Claim Numbers: ZXXXXXXX, ZXXXXXXX, ZXXXXXXX
CRMS Number: XXXXXX-XXXX[redacted]
Company: Encompass Insurance Company
NAIC Number: XXXXX
Dear Sir or Madam:
This will acknowledge the receipt of your letter dated May 21, 2015, regarding the above referenced auto and homeowner claims presented by Mr. [redacted]. Thank you for the opportunity to address Mr. [redacted]' concerns.
On August 18, 2014, Mr. [redacted] contacted Encompass [redacted] Company (Encompass) and reported a burglary loss to his home. Mr. [redacted] reported that he discovered damage to the garage door when he returned home from a vacation. He claimed that his garage door appears to have been damaged from the outside which rendered the door inoperable. Upon discovering the damages, he called the police. After the police arrived they entered the home, clearing it for Mr. [redacted] to enter.
On August 19, 2014, Mr. [redacted] called Encompass [redacted] to report damage to his vehicles as part of the burglary/vandalism claim. These vehicles were parked in the garage (where he left them prior to his vacation) and were stuck there until the garage door was repaired. Mr. [redacted] reported that someone took his [redacted] for a joy ride after the break in to the house, causing collision damage and possible transmission problems. The [redacted] sustained alleged vandalism damage.
Based on inconsistencies noted early in the claim process, damages not consistent with loss facts, domestic discord, changes in the age/value of items claimed as damaged or stolen and multiple items added after initial report without a reasonable explanation, the claims were referred to the [redacted] for continued investigation. [redacted] (Auto) and [redacted] (Homeowner) conducted the [redacted] investigation.
The [redacted] investigation included, but was not limited to, recorded statements, interviews with law enforcement and others, database analysis, prior loss review and Examination Under Oath.
A result of the [redacted] investigation and [redacted] concluded:
Mr. [redacted] initially claimed that unknown person(s) were involved in the loss; however, a domestic incident report was filed with the police, rather than a burglary/vandalism report. Mr. [redacted] had a live-in girlfriend who apparently moved out just prior to or during the loss. Regarding the property claim, Mr. [redacted] originally claimed a small amount of damage and missing items that ballooned into over $40,000 for the property claim alone over time. Once questioned for details into what he was claiming, Mr. [redacted] reduced his claim to about $12,000. Many of the claimed items ended up being maintenance, wear and tear damage or just exaggerated values. Regarding the auto claims, Mr. [redacted] alleged someone drove into the outside of the garage door to gain access to the residence, damaging the door in the process. He could not move his vehicles until the door was repaired. He then went on to claim that someone took his [redacted] at the time of the loss and went joyriding, causing the claimed damages and then managed to park the vehicle back into the garage in the same position (which Mr. [redacted] explained is difficult to park it as he does). Lastly, during the [redacted] counsel believes Mr. [redacted] concealed and/or misrepresented material facts and circumstances concerning the details of the loss and documents supporting his claims.
Therefore, Mr. [redacted] violated the Concealment and Fraud clause of his Elite package policy which resulted in the denial of all claims for this subject loss.
After careful consideration, we deem this complaint to be unjustified and we ask that you record this complaint accordingly. If you disagree with our assessment that this complaint should not be upheld against Encompass [redacted] Company, please contact me at your earliest opportunity.

Thank you for contacting our office regarding Ms. [redacted] concerns.  Upon further review, it has been determined that the Minnesota Department of Commerce has completed an investigation on this same issue.  Our records indicate that we provided a formal response to the state on August 10,...

2017 to clarify our position regarding her concerns.  The file number for this investigation is [redacted].  We respectfully request that Ms. [redacted] contact the Minnesota Department of Commerce with any questions she might still have.   It is our ultimate hope that Ms. [redacted] finds the resolution reached by the state to be a satisfactory one.  Encompass Indemnity Company strives to provide high quality insurance coverage and an outstanding customer experience.  We sincerely apologize for any frustration or inconvenience that this situation might have caused Ms. [redacted]. Thank you for taking the time to contact our office regarding this situation.  Please let us know if you have any additional questions about the information contained above.

Review: In April of 2013 while in the renewal process of my auto and home owners insurance I contacted at the time the insurance office that had been servicing me for a year. I was given a quote to renew with a company called Encompass through the Insurance Management Consultants. I agreed with the quote given of $1,221.00 for a year of insurance starting 04/2013. I understand that all insurances have to have inspections. Primarily, when quoted, the dwelling coverage estimated was $450,000, based on the assumption of 200% the market value of the house. I understand it was an estimation. After the inspection the market value Encompass set was $599,900.00 which set the 200% dwelling coverage to $1,199,800.00. Of course that changed the premium amount from $1,221.00 to $2,563.00. I talked several times and emailed with the insurance broker to get this corrected. I also was told that this mistake happened before and Encompass had a backlog trying to correct issues like this one. I was told by my insurance representative to not pay the premium and wait for the correction. My mortgage company (USBANK), of course, started to send communications saying they could not find a valid insurance for the house on our loan and that they were going to find an insurance for me if I was not able to. After two months with Encompass and not being satisfied because of this error, I went after another insurance and found one, cancelling the policy with Encompass. Now Encompass is billing me for the amount that was supposed to be reviewed. Tried to call the Insurance office three times and was told they were going to contact me which did not happen. I was able to find a phone number for the billing department for Encompass and called. They told me they could not help me and the insurance agent was supposed to help me. The company has failed to adjust such quote that was admitted wrong by the insurance agent and yet bills me for the wrong amount.Desired Settlement: For the two months of coverage, based on the original quote, the premium would be $203.50

Encompass is billing me for $427.70. I understand $203.50 might not be the correct amount but I also never agreed with the policy that covered over 4 times the value of my house. I just want to pay Encompass the fair amount of a realistic coverage.