Pacifico Travel Inc.

Review: This company operates as my insurance brokers. About 3 months ago I got my (TLC) insurance thru them. Ever since,I have experienced lack of professionalism and good manners from this "pseudo-brokers". Every month my bill comes with hidden fees (they always have an excuse for everything), they overcharge for their services and ultimately I called to speak to one the owners regarding a pending issue on my bill and the response from a guy called [redacted] was " that the owner wasn't there" so I asked "when can I get in contact with her?" he said " the owner does what she pleases and she will come back whenever she wants" then the guy told me to "shut up". Definitely not a good approach. In addition to this, I have spoken to 3 friends that also have the same problem with this company.Desired Settlement: I Want a full refund (broker fee) that I was charged when I made the mistake of doing business with this company.

Business

Response:

[redacted] called on 08/**/13 stating that he wanted to talk to the Broker. I explained to him that the Broker that usually deal with him is on vacation, but that I am going to help him this time, but [redacted] kept insisting that he wanted to talk to the same broker in that moment . [redacted] wanted me to call the broker to make him resolve the insurance company billing payment situation. Then he started being very aggressive to me , calling me stupid and inept while I was explaining to him the way that the insurance company operates. I had to stop explaining that to him to tell him that I am a woman and that is not the way to treat a woman . He did not apologize about the way that he was treating me . I spoke with him for over a half hour by phone trying to make him understand the way that the insurance company manages the billing system but he did not want to accept it. I called the insurance company and explained the situation and the insurance company told me that they cannot do anything because he was behind in the payment and the two payments that [redacted] submitted to the company by himself were late. On August **, 2013, [redacted] called the office again, in a very aggressive tone . At that moment I was on the way to the office, and I had my co-worker [redacted] inform him of this , but he kept asking where I was in an unusually aggressive tone. [redacted] continually answered his question but [redacted] kept being aggressive and disrespectful to a point of harassment, so [redacted] told him to be quiet. On August [redacted] , 2013 we called again to request to waive for [redacted] late payment fee, and they told us that they are going to try it, but there was not any guaranty. And today the insurance company waived the late fee as we checked in their system.

In regard to his claims about how we handle our customers, they are false and an aggressive attack on our company. We treat our clients in the best professional way that they deserve and solve any situation between any insurance company and our insured. On May *, 2013, we explained to him the insurance company's policies and we give him the ID card, Declaration page and schedule of monthly payments that he has to make to the insurance company and the insurance company does not have hidden fees as he alleges. It is up to him to complete those payments on time and follow the company billing system. But [redacted] refuses to understand these measures.

If you need any more information regarding this situation do not hesitate to contact at us, thanks.

Sincerely yours