Dear Revdex.com and customer,We have received the customer's complaint? We want you to know that we take customer complaints very seriously We have looked into the matter and determined that the agent failed to make all the proper disclosures regarding our roadside service, True Protect As such, we have reached out to the customer to cancel the True Protect service and refund the customer's initial payment In addition, the agent who spoke with the customer has been formally disciplined and additional training regarding proper sales practicesWe apologize for any frustration experienced by the customer and we hope that this resolves the matter satisfactorily Please let us know if you need anything else from us.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint We want you to know that we take complaints very seriously Upon receiving the complaint, I ordered our quality assurance team to review the call It appears the agent, used inaccurate language when referencing the road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer As such, I have instructed our customer service team to refund the $enrollment fee and cancel the customer's True Protect service.We sincerely apologize for any frustration experienced by the customer Our goal is to create long-term trusting relationships with our customers To that end, we have taken several steps towards improving our customer experience, from training to call monitoring While not perfect, we are constantly trying to improve our processes and correct mistakes when we catch them We hope this satisfactorily addresses the customer's concerns Please let me know if you have any further concerns.Sincerely, Spencer H***Associate In-House Counsel
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]
Dear customer and Revdex.com:We have received the customer's complaint We want you to know that we take customer complaints very seriouslyUpon receipt of the complaint, I ordered an immediate review of the sales call in questionUpon review, the agent failed to follow proper protocol in presenting the additional roadside service After growing frustrated with the sales agent, the customer hung up, called back, and spoke with a customer service agent who removed the unwanted roadside service and bound the auto policy as the customer requested We sincerely apologize for the actions of the sales agent on this call and any frustration experienced by the customer The agent's actions do not represent the standards expected at our company We want you to know that the agent has been formally disciplined and will received additional training about how to properly present our products.We hope this resolves the matter satisfactorily Please let me know if there is anything else you need from us.Sincerely,Spencer H***Associate In-House Counsel
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] ***
Dear Revdex.com and customer:We have received the customer's complaintWe sincerely apologize for any stress or frustration we may have caused the customer The agent who mishandled has received a formal wrifor the incident We have also reached out to the insurer and they agreed to refund the customer's payment and bill the customer on a monthly basis When we shared this information with the customer, he said he'd prefer to leave it as isWe hope this resolves the matter satisfactorily Please feel free to contact me with any further questions.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We received the customer's complaint We want you to know that we take customer complaints very seriously Upon receipt, I immediately ordered a review of the sales call to assess the customer's complaint Upon review, it appears the agent did not follow
proper protocol when selling the True Protect roadside serviceIt also appears that a refund request was submitted several weeks ago and should have been processed However, we were in the middle of switching over to a new customer management platform and there was a hangup in our system I have spoken with the customer support manager who has reached out again to the customer and resubmitted the refund in our system Everything appears to be working correctly, so the refund should be issued within the next 5-days.I have also spoke with our sales manager who oversees the agent who spoke with the customer The agent has been formally disciplined and will be required to undergo further training on the proper disclosures when selling True Protect.I hope that resolves this issue satisfactorilyPlease let me know if you need anything else from me.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint. We take customer satisfaction very seriously and apologize for any frustration experienced by the customer. We've reached out to the customer and cancelled the True Protect policy and refunded the customer's
money. I hope this resolves the matter satisfactorily. Please let me know if you have any other questions or concerns.Sincerely, Spencer H***Associate In-House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com and customer,We have received the customer's complaintWe want you to know that we take customer complaints very seriouslyUpon further review, it appears that the customer gave our agent the wrong VIN number. When the make and model pulled up in our system did not match what the
customer said he had, the agent again asked him to repeat the VIN number. Again, the two did not match. At that point, the agent moved forward with the VIN provided, but the wrong make and model. While the customer is at fault for providing the wrong VIN, we recognize that some fault lies with the agent for moving on with the application instead of resolving the discrepancy. As a result, we have reached out to the customer and agreed to a partial reimbursement of $500. We hope this resolves the matter satisfactorily. Please let me know if you have any other questions.Sincerely,Spencer H***In House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com and Customer, We have received the customer's complaint and apologize for any frustration experiencedWe take such complaints very seriouslyOur quality assurance team reviewed the sales call and although they determined that the customer's claims were not substantiated, a
refund was processedThe cost of the Tru Pro Roadside Assistance was refunded on September 18, and takes 3-days to processThe remainder of the charges were refunded by the insurance carrier on September 15, 2015. Again, we apologize to the customer for any frustration experiencedPlease feel free to contact us if anything else is needed.Annie R***Associate In-House Counsel###-###-####
Hello to whom it may concern,I have been attempting to help this guest personally through this matterI have attached an email chain that list the events in orderThe 1st email was on 5/13/letting her know that payment was not collected and it was due on 4/30/18, which? [redacted] was
made? aware of at the time of? booking,? and? we had given a courtesy extension? for payment until 5/25/She did not respondI then emailed her again on 5/31/to let her know that her reservations had been cancelled due to payment not being provided[redacted] did not respond to my emails until 6/10/In the email chain you will see that she asked for me to call her, and I asked for a phone number in which to speak to her, because I wanted to provide a resolution, but never did she provide a phone number after asking for it twice in the email chain ([redacted] did not provide a phone number when she booked the reservations)Since then she has not emailed me backI tried today to call the number provided here on the Revdex.com complaint and it was a disconnected numberI am offering the same resolution I would've offered then when I attempted to talk to herI still have a few opening left that I can hold for until 7/2/18, I can reinstate the reservations, but I will need a deposit at the time of reinstatement for each reservationShe can contact me here at the hotel Monday- Friday 9a-5p ###-###-####Thank you for promptly resolving this matter
Dear Revdex.com and customer,We have received the customer's complaint. We want you to know we take complaints very seriously. I requested an investigation into the issue and discovered that we had a processing error that caused the customer to get charged twice. We are still...
investigating what caused this problem and are making every effort to correct it. In the meantime, we have issued a full refund of $300 to the customer per the request.We apologize for any frustration experienced by the customer. We are always making efforts to correct any insufficient sales practices. The agent in this case will receive proper discipline and additional training on proper sales techniques. We hope these measures resolve this matter satisfactorily. Please let me know if you have any further questions.Sincerely,Spencer H[redacted]In House Counsel
Dear Revdex.com and customer,We received the customer's complaint. We want you to know that we take complaints very seriously. Upon review, our agent failed to follow proper protocol and disclose relevant details about one of our products when selling it to the customer. As such, we...
immediately issued a full refund to the customer. In addition, the agent has been formally disciplined and will be required to go through additional training. Again, we sincerely apologize for the frustration experienced by the customer and hope this resolves the issue satisfactorily.Please let me know if you have any other concerns.Sincerely, Spencer H[redacted]Associate In-House Counsel
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]
Dear Revdex.com and customer:We have received the customer's complaint. We sincerely apologize for any stress or frustration we may have caused the customer. The agent who mishandled has received a formal write-up for the incident. We have also reached out to the insurer and they agreed to...
refund the customer's payment and bill the customer on a monthly basis. When we shared this information with the customer, he said he'd prefer to leave it as is. We hope this resolves the matter satisfactorily. Please feel free to contact me with any further questions.Sincerely,Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint? We want you to know that we take customer complaints very seriously. We have looked into the matter and determined that the agent failed to make all the proper disclosures regarding our roadside service, True Protect. As...
such, we have reached out to the customer to cancel the True Protect service and refund the customer's initial payment. In addition, the agent who spoke with the customer has been formally disciplined and additional training regarding proper sales practices. We apologize for any frustration experienced by the customer and we hope that this resolves the matter satisfactorily. Please let us know if you need anything else from us.Sincerely,Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint. We certainly understand the customer's frustration and would love to help, but this complaint is really should be directed to the customer's insurance company, Dairyland. We, Clear Link Insurance Agency, are the agency that...
sold the customer the insurance policy with Dairyland. Like virtually all insurance agents, we have no ability to settle or adjust claims. That is typically handled by the insurance company itself. We are happy to put the customer in contact with Dairyland's claims department. The claims adjuster that has been assigned to this case is Renee D[redacted] and her direct phone number is 800-334-0090 ext 7517800 and her email is rene.d[redacted]@sentry.com.Please let us know if you need anything else from us on this matter. Sincerely, Spencer H[redacted]Associate In-House Counsel
Complaint: [redacted]
I am rejecting this response because: I am not tot[redacted]y rejecting the response. My problem is with the 'explanation' made by Spencer H[redacted]: "It appears the agent, used inaccurate language when referencing the road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer." THIS IS PATENTLY UNTRUE. He did not use "inaccurate language". He LIED. As stated in the initial complaint, I asked him SPECIFICALLY, "If I pay DIRECTLY TO PROGRESSIVE, what will the deposit amount be?", and HE replied, MORE THAN ONCE, "Regardless of whether you pay them OR us, the DEPOSIT IS $174.25. WE are GIVING YOU a COMPLIMENTARY roadside assistance plan IN LIEU of "PROCESSING FEES" that Progressive would charge you." As I said, I made him repeat it, and am hoping that my call was recorded 'for training purposes', so it can be reviewed. He told me this was Clear Link's "gift" to me for doing business with them. His explanation sounded odd, which is why I asked more than once. The "separate payment" was a red flag, but I was ASSURED, SEVERAL TIMES, that my deposit was $174.25, irrespective of how and to whom it was paid. THAT was my deposit to ESTABLISH COVERAGE WITH PROGRESSIVE. Progressive advised that the deposit premium was $99.25 and ONLY $99.25. I know I am reiterating, but I feel it is necessary to get the point across. This is DECEPTION. When I called the agency on this, my request for a refund was immediately granted, though I was not sure I would actually receive it until assured here through my complaint to Revdex.com. I feel this is malicious, and also, that it is regular practice at this agency. In addition, I suspect that it is NOT the agent's idea totally, though I am sure they receive a commission, since this is ACTUALLY a SALE. This practice must be stopped, and I will not hesitate to take action to advise the public to either watch out for this deceptive practice or not deal with this agency.
Sincerely,
[redacted]
Dear Revdex.com and customer,We have received the customer's complaint? We want you to know that we take customer complaints very seriously We have looked into the matter and determined that the agent failed to make all the proper disclosures regarding our roadside service, True Protect As such, we have reached out to the customer to cancel the True Protect service and refund the customer's initial payment In addition, the agent who spoke with the customer has been formally disciplined and additional training regarding proper sales practicesWe apologize for any frustration experienced by the customer and we hope that this resolves the matter satisfactorily Please let us know if you need anything else from us.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint We want you to know that we take complaints very seriously Upon receiving the complaint, I ordered our quality assurance team to review the call It appears the agent, used inaccurate language when referencing the road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer As such, I have instructed our customer service team to refund the $enrollment fee and cancel the customer's True Protect service.We sincerely apologize for any frustration experienced by the customer Our goal is to create long-term trusting relationships with our customers To that end, we have taken several steps towards improving our customer experience, from training to call monitoring While not perfect, we are constantly trying to improve our processes and correct mistakes when we catch them We hope this satisfactorily addresses the customer's concerns Please let me know if you have any further concerns.Sincerely, Spencer H***Associate In-House Counsel
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]
Dear customer and Revdex.com:We have received the customer's complaint We want you to know that we take customer complaints very seriouslyUpon receipt of the complaint, I ordered an immediate review of the sales call in questionUpon review, the agent failed to follow proper protocol in presenting the additional roadside service After growing frustrated with the sales agent, the customer hung up, called back, and spoke with a customer service agent who removed the unwanted roadside service and bound the auto policy as the customer requested We sincerely apologize for the actions of the sales agent on this call and any frustration experienced by the customer The agent's actions do not represent the standards expected at our company We want you to know that the agent has been formally disciplined and will received additional training about how to properly present our products.We hope this resolves the matter satisfactorily Please let me know if there is anything else you need from us.Sincerely,Spencer H***Associate In-House Counsel
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] ***
Dear Revdex.com and customer:We have received the customer's complaintWe sincerely apologize for any stress or frustration we may have caused the customer The agent who mishandled has received a formal wrifor the incident We have also reached out to the insurer and they agreed to refund the customer's payment and bill the customer on a monthly basis When we shared this information with the customer, he said he'd prefer to leave it as isWe hope this resolves the matter satisfactorily Please feel free to contact me with any further questions.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We received the customer's complaint We want you to know that we take customer complaints very seriously Upon receipt, I immediately ordered a review of the sales call to assess the customer's complaint Upon review, it appears the agent did not follow
proper protocol when selling the True Protect roadside serviceIt also appears that a refund request was submitted several weeks ago and should have been processed However, we were in the middle of switching over to a new customer management platform and there was a hangup in our system I have spoken with the customer support manager who has reached out again to the customer and resubmitted the refund in our system Everything appears to be working correctly, so the refund should be issued within the next 5-days.I have also spoke with our sales manager who oversees the agent who spoke with the customer The agent has been formally disciplined and will be required to undergo further training on the proper disclosures when selling True Protect.I hope that resolves this issue satisfactorilyPlease let me know if you need anything else from me.Sincerely,Spencer H***Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint. We take customer satisfaction very seriously and apologize for any frustration experienced by the customer. We've reached out to the customer and cancelled the True Protect policy and refunded the customer's
money. I hope this resolves the matter satisfactorily. Please let me know if you have any other questions or concerns.Sincerely, Spencer H***Associate In-House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com and customer,We have received the customer's complaintWe want you to know that we take customer complaints very seriouslyUpon further review, it appears that the customer gave our agent the wrong VIN number. When the make and model pulled up in our system did not match what the
customer said he had, the agent again asked him to repeat the VIN number. Again, the two did not match. At that point, the agent moved forward with the VIN provided, but the wrong make and model. While the customer is at fault for providing the wrong VIN, we recognize that some fault lies with the agent for moving on with the application instead of resolving the discrepancy. As a result, we have reached out to the customer and agreed to a partial reimbursement of $500. We hope this resolves the matter satisfactorily. Please let me know if you have any other questions.Sincerely,Spencer H***In House Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Dear Revdex.com and Customer, We have received the customer's complaint and apologize for any frustration experiencedWe take such complaints very seriouslyOur quality assurance team reviewed the sales call and although they determined that the customer's claims were not substantiated, a
refund was processedThe cost of the Tru Pro Roadside Assistance was refunded on September 18, and takes 3-days to processThe remainder of the charges were refunded by the insurance carrier on September 15, 2015. Again, we apologize to the customer for any frustration experiencedPlease feel free to contact us if anything else is needed.Annie R***Associate In-House Counsel###-###-####
Hello to whom it may concern,I have been attempting to help this guest personally through this matterI have attached an email chain that list the events in orderThe 1st email was on 5/13/letting her know that payment was not collected and it was due on 4/30/18, which? [redacted] was
made? aware of at the time of? booking,? and? we had given a courtesy extension? for payment until 5/25/She did not respondI then emailed her again on 5/31/to let her know that her reservations had been cancelled due to payment not being provided[redacted] did not respond to my emails until 6/10/In the email chain you will see that she asked for me to call her, and I asked for a phone number in which to speak to her, because I wanted to provide a resolution, but never did she provide a phone number after asking for it twice in the email chain ([redacted] did not provide a phone number when she booked the reservations)Since then she has not emailed me backI tried today to call the number provided here on the Revdex.com complaint and it was a disconnected numberI am offering the same resolution I would've offered then when I attempted to talk to herI still have a few opening left that I can hold for until 7/2/18, I can reinstate the reservations, but I will need a deposit at the time of reinstatement for each reservationShe can contact me here at the hotel Monday- Friday 9a-5p ###-###-####Thank you for promptly resolving this matter
Dear Revdex.com and customer,We have received the customer's complaint. We want you to know we take complaints very seriously. I requested an investigation into the issue and discovered that we had a processing error that caused the customer to get charged twice. We are still...
investigating what caused this problem and are making every effort to correct it. In the meantime, we have issued a full refund of $300 to the customer per the request.We apologize for any frustration experienced by the customer. We are always making efforts to correct any insufficient sales practices. The agent in this case will receive proper discipline and additional training on proper sales techniques. We hope these measures resolve this matter satisfactorily. Please let me know if you have any further questions.Sincerely,Spencer H[redacted]In House Counsel
Dear Revdex.com and customer,We received the customer's complaint. We want you to know that we take complaints very seriously. Upon review, our agent failed to follow proper protocol and disclose relevant details about one of our products when selling it to the customer. As such, we...
immediately issued a full refund to the customer. In addition, the agent has been formally disciplined and will be required to go through additional training. Again, we sincerely apologize for the frustration experienced by the customer and hope this resolves the issue satisfactorily.Please let me know if you have any other concerns.Sincerely, Spencer H[redacted]Associate In-House Counsel
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]
Dear Revdex.com and customer:We have received the customer's complaint. We sincerely apologize for any stress or frustration we may have caused the customer. The agent who mishandled has received a formal write-up for the incident. We have also reached out to the insurer and they agreed to...
refund the customer's payment and bill the customer on a monthly basis. When we shared this information with the customer, he said he'd prefer to leave it as is. We hope this resolves the matter satisfactorily. Please feel free to contact me with any further questions.Sincerely,Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint? We want you to know that we take customer complaints very seriously. We have looked into the matter and determined that the agent failed to make all the proper disclosures regarding our roadside service, True Protect. As...
such, we have reached out to the customer to cancel the True Protect service and refund the customer's initial payment. In addition, the agent who spoke with the customer has been formally disciplined and additional training regarding proper sales practices. We apologize for any frustration experienced by the customer and we hope that this resolves the matter satisfactorily. Please let us know if you need anything else from us.Sincerely,Spencer H[redacted]Associate In-House Counsel
Dear Revdex.com and customer,We have received the customer's complaint. We certainly understand the customer's frustration and would love to help, but this complaint is really should be directed to the customer's insurance company, Dairyland. We, Clear Link Insurance Agency, are the agency that...
sold the customer the insurance policy with Dairyland. Like virtually all insurance agents, we have no ability to settle or adjust claims. That is typically handled by the insurance company itself. We are happy to put the customer in contact with Dairyland's claims department. The claims adjuster that has been assigned to this case is Renee D[redacted] and her direct phone number is 800-334-0090 ext 7517800 and her email is rene.d[redacted]@sentry.com.Please let us know if you need anything else from us on this matter. Sincerely, Spencer H[redacted]Associate In-House Counsel
Complaint: [redacted]
I am rejecting this response because: I am not tot[redacted]y rejecting the response. My problem is with the 'explanation' made by Spencer H[redacted]: "It appears the agent, used inaccurate language when referencing the road side service ("True Protect") and failed to clarify that the fee for True Protect is a separate, stand alone cost, in addition to any premium paid by the customer." THIS IS PATENTLY UNTRUE. He did not use "inaccurate language". He LIED. As stated in the initial complaint, I asked him SPECIFICALLY, "If I pay DIRECTLY TO PROGRESSIVE, what will the deposit amount be?", and HE replied, MORE THAN ONCE, "Regardless of whether you pay them OR us, the DEPOSIT IS $174.25. WE are GIVING YOU a COMPLIMENTARY roadside assistance plan IN LIEU of "PROCESSING FEES" that Progressive would charge you." As I said, I made him repeat it, and am hoping that my call was recorded 'for training purposes', so it can be reviewed. He told me this was Clear Link's "gift" to me for doing business with them. His explanation sounded odd, which is why I asked more than once. The "separate payment" was a red flag, but I was ASSURED, SEVERAL TIMES, that my deposit was $174.25, irrespective of how and to whom it was paid. THAT was my deposit to ESTABLISH COVERAGE WITH PROGRESSIVE. Progressive advised that the deposit premium was $99.25 and ONLY $99.25. I know I am reiterating, but I feel it is necessary to get the point across. This is DECEPTION. When I called the agency on this, my request for a refund was immediately granted, though I was not sure I would actually receive it until assured here through my complaint to Revdex.com. I feel this is malicious, and also, that it is regular practice at this agency. In addition, I suspect that it is NOT the agent's idea totally, though I am sure they receive a commission, since this is ACTUALLY a SALE. This practice must be stopped, and I will not hesitate to take action to advise the public to either watch out for this deceptive practice or not deal with this agency.
Sincerely,
[redacted]