Adriana's Insurance Services Inc.

Initial Business Response /* (1000, 5, 2015/08/11) */
Adriana's Insurance Services would like to thank you for taking the time to inform us of your concern, and giving us the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to
our customer privacy and confidentiality, we ask that you please reach out to our claims representative at our corporate office: *** *** at XXX- XXX-XXXX Ext*** We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX ext
Contact Email: ***@adrianasinsurance.com
Mr***
Adriana's Insurance Services would like to thank you for taking the time and informing us of your concern,
and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to our customer privacy and confidentiality agreement, we ask that you please reach out to our Customer care representative at our corporate office
We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

Initial Business Response /* (1000, 5, 2015/07/29) */
Adriana's Insurance Services would like to thank you for taking the time and informing us of your concern, and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to
our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office: *** *** at XXX- XXX-XXXX ExtWe thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

Mrs*** ***,
Our mission is to provide the best customer service experience, as an attempt to maintain customer satisfaction we offered a refund for a service which was providedMrs*** *** with all due respect, a service is something that is not tangible, a service was provided by the agent, time was invested to seek the best insurance possible for you, and a service cannot be returnedWe considered the situation when you first contacted our complaints department, we agreed to the refund negotiated, the refund was more than 70% of the original paid amount, and we retained only 30%, we believed the issue was resolved the day we took your first call
Mrs*** ***, you express you were rushed into purchasing the policy, however as previously mentioned the agent sent the information approximately around 9:AM for your review, the agent advised you she would be leaving at 2:PM, this was sufficient time to review the documentationThe broker fee agreement was included in the documentation sent to you via email, it was your due diligence to review the documentation, The broker fee agreement clearly states the broker fee is nonrefundable, however as mentioned we considered the situation and since you were a loyal customer we agreed to make the partial refundWe do not take advantage senior citizens or any customer, every customer is treated equally
Thank you Adriana’s Insurance Services

Initial Business Response /* (1000, 5, 2015/09/10) */
Our records indicate we have called out to you at (XXX) XXX-XXXX, since the filing of your complaint on 09/03/and spoke to you directly for over minutes to answer your questionsIn addition, we called out to you on 09/10/and
provided your voicemail with a request for a return call
We are unable to provide coverage under our insured's policy unless there has been full compliance with all terms of our insured's policyAlthough California statutes prevent us from releasing our insured's personal information to anyone, we are able to tell you, that on the date of the loss there was not full compliance with all terms of this policy and as such, no coverage can be extended for the above referenced loss
Because we are unable to extend any coverage for this loss liability is not at issue, any property damage limit or state required minimum limits discussions are mute
We understand you advised us of when you would be available and when you would not be available and that you "needed to resolve this before I (you) left" however our coverage investigation, which includes several different persons, was being conducted per laws and regulations that guide all insurance carriers and was completed as quickly as possible
Finally, we understand your position that "days is ample time to investigate and resolve this case
If you have additional questions please contact the handling adjuster *** *** at (XXX) XXX-XXXX ***
Final Business Response /* (4000, 8, 2015/09/11) */
Dear Mr***,
***'s Insurance Services would like to thank you for taking the time and informing us of your concern, and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office: *** *** at XXX- XXX-XXXX ExtWe thank you for choosing ***'s Insurance Services and giving us the opportunity to fulfill your insurance needs

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: *** ***
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@adrinasinsurance.com
Mrs***,
***'s Insurance Services would like to thank you for taking the time and informing us of your concern, and
giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office: *** *** at XXX- XXX-XXXX Ext*** We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

Hello, We would like to Remind Mrs*** we are the broker, the insurance carrier is who determines and processes the changes to the Policy and verifies if there are any Premium adjustments. When a Customer insures more than one vehicle on a single Policy the insurance company provides a Multicar discount. If a single vehicle is left on the Policy their Multi car discount is removed from the Policy, causing an increase in Premium. The insurance Company determines the new Premium amounts, this is out of the brokers control. The Renewal Premium Billing notice due before 04/04/was for the amount of $(printed 03/13/2017) The Renewal Premium notice due before 05/04/decreased for the amount of $(printed 04/10/2017, before the change) - 04/28/Endorsement, removal of TaurusAfter the removal of the vehicle, The last Premium billing notice due before 06/04/was for the amount of $(printed 05/12/after the change) The policy official cancelled on 05/26/at 12:01AM There is a refund that will be sent via mail from Alliance United for the amount of $

Initial Business Response /* (1000, 8, 2016/03/08) */
Adriana's Insurance Services would like to thank you for taking the time and informing us of your concern and giving the us opportunity to better serve youDue to our loyalty and duty to our customers privacy policy and confidentiality
agreement, we ask that you please reach an Adriana's Representative at XXX-XXX-XXXX Ext***
We appreciate you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

I am rejecting this response because:I was rushed into signing documents from the rep that told me to hurry because she was leaving early and stated I could review documents laterI am a senior citizen and when rushed we do things from being overwhelmedAlso, I was never informed of processing fees, until I requested to cancel due to the fact the 1st rep quoted me much lower amount than the 2nd rep and 2nd repThat rep put me under so much stress that I signed documents like she pushed me to doI feel Adriana's Insurance takes advantage of senior citizens and doesn't fully disclosed all, example: processing fees if cancellingI also agreed with amount refunded because rep stated that would be all they could refund, it was either that or nothing, so I took what they said this is all you can get. Than I thought about reaching out to Revdex.com to see about getting the remaining amount owed me refunded, I am in a financial hardship and living on minimal fundsThis amount is an extreme financial hardship for me

Mrs*** ***,
We would like to first thank you for providing us the opportunity to serve you with your insurance needsSince you have been a customer with Adriana’s Insurance Services, thank you for your loyalty
The process in obtaining an insurance policy is first you
obtain a quote, the information provide inputted in the system and a quote is generated, from there the call is transferred to a sales agent, the sales agent once again verifies all the information and submits the information to the insurance carriers, since we are a broker we do not generate the insurance premiums or monthly installments, the prices are calculated by the insurance carrierDuring the quote process Mrs*** *** you were offered an appointment at the local office or process the policy electronically, you opted for the policy to be processed electronically
The information on the insurance application was sent to your email on 11/14/at 9:AM, the documents were viewed at 9:AM and signed at 9:AMMrs*** *** was advised to review and confirm all the information was correct and if she entered in agreement to sign the documents sentMrs*** *** signed the documentation all the information submitted on the insurance application was correct and she agreed with the insurance transaction
On 11/14/at approximately 12:PM Mrs*** *** requested to speak to higher managementOur complaints department address the situation, Mrs*** *** advised she no longer wanted the insurance policy because she had a better price with her previous insurance carrierMrs*** *** was reminded our service fee is non-refundable however reviewing the situation we considered her complaint and Mrs*** ***n agreed to refund of of the on 11/14/2017, Mrs*** *** agreed to the amount of $to be refunded back to the Credit card which she used to payMrs*** *** expressed the partial refund was better than nothing, in which we are entitled to keep the whole service fee paid of
Mrs*** *** we cannot proceed with your desired solution because a service was provided as requested

Adriana's Insurance Services would like to thank you for taking the time and informing us of your concern, and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedOn August 2nd we contacted Mrs*** to cancelled Insurance
policy and also called Customer service at Anchor General to verify if the cancellation was processed accordingly , it has been processed and will mailing out a refund check no later than this weekThank you if you have any more questions please let us know

I am rejecting this response because:From previous conversations with both Francisco and mario, nothing was mention about my premiums being lower due to my points dropping I have phone records showing Adrian as never tried to get ahold of me from previous conversations Mario did return my call yesterday regarding cancelling my insurance effective may I was never infor med by Francisco and previous reps that I would be credited backHow am I going to be having a credit in my account if I will no longer have that insuranceThey record our conversations they should go ahead and subnut proof that they tried to get a hold of meI have emails and phone records showing the times I tried to get then to even fix the problemThey did call me supposedly because they were terminating my insurance even though my payment was received by themOther than that they did not call regarding my problem

Initial Business Response /* (1000, 8, 2015/11/02) */
Adriana's Insurance Services would like to thank you for taking the time and informing us of your concern, and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experiencedDue to
our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office at XXX-XXX-XXXX Ext*** We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs

Dear Mrs***,
We are in response to the complaint filed with the Revdex.comOn November 28, we received a call from you checking on the status your policy, the policy showed cancelled due to non-payment of premiumWe understand that you were under the impression that you
had successfully processed your payment via web, unfortunately we have no records of a payment being made nor were you able to provide us with a confirmation number; at that time our CSR advised you that an approval was needed in order to avoid late penalties and asked to give you a call back the following dayOn November at 3:34pm a supervisor called you but there was no answer, we proceeded with leaving you a voicemail to call us backOn November 29, at 5:58pm we were able to speak to you and processed your monthly payment waiving late feesDuring that call you expressed to us that you were not satisfied with the service received the day beforeWe apologized for the inconvenience at that time and would like to extend you an apology once again for not meeting your customer service expectationsWe assure you that customer satisfaction is our top priority and we have every desire to address your needs and provide the best solution to resolve any issue courteously and promptlyWe believe your issue was resolved the day after your first call and we look forward to continuing to serve you for many years to come
If you need additional information and/or documentation please do not hesitate to contact the undersigned at ###-###-####Ext
Sincerely, - *** ***

Dear *** ***, We have reviewed the endorsement request you asked us to process, unfortunately the change in the coverage for your vehicles was rejected by your carrier; luckily, we have found a different option for you, please visit us in our office at your earliest convenience to review itIn
the meantime, the vehicles continue to be covered with Liability coverage as you originally requested it In regards to obtaining a refund, we are seding a full refund to you. If you need further assistance please do not hesista to contact us at ###-###-####.Thank you,Zaira Fernandez

I am rejecting this response because:I shouldn't have to wait multiple weeks for my reimbursement! I canceled the on the second of August! A payment should have NEVER EVER been processed on the seventh!!! Adrianas in Norco had FIVE WHOLE BUSINESS DAYS to cancel my policy!!! This is such an inconvenience as I have OTHER bills to pay and you guys are screwing with my finances!!

Hello Miriam, Can you please see the notes below we tried helping our Customer Lilliana *** regarding the endorsement she requested and we tried calling to adviseBut she believes she's going to receive a check for the refund in removing the vehicle and what the insurance company
Alliance United does is just gives her credit and also removes multi car discountThere was points on her driving record that also was removed so it help her in reducing the monthly premium

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***391, and find that this resolution is satisfactory to me

***'s Insurance Services would like to thank you for taking the time and informing us of your concern, and giving the opportunity to better our servicesWe would also like to apologize for any inconvenience you may have experienced
In the month of October this issue was address to our
complaints department and believe this issue had been resolvedIf you need further clarification please feel free to contact me at ###-###-####Thank you

Initial Business Response /* (1000, 8, 2016/04/05) */
Hello,
Adriana's Insurance Services IncHave come to a mutual agreementWe have fulfilled Mr***'s request to cancel the Insurance policy and provide a refund for unearned premiumThe refund for the premium is in process by the
insurance carrier and will be returned to Mr*** in the same payment form received
We value each customer and are committed to providing you with the highest level of servicePlease be assured that this type of situation will not happen again, we have address the issue with the customer service representative who
Mr*** spoke tooWe would like to thank Mr*** for bringing this to our attentionThis will help us improve our operations and services
If there is any other issues that need to be addressed, now or in the future, please do not hesitate to contact our customer service department
Customer Service XXXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 15, 2016/04/25) */
Nothing has been solvedThey are lying, againI haven't received a refund
Final Business Response /* (1000, 24, 2016/05/10) */
***Document Attached***
Hello,
We want to advise we have been trying to resolve Mr***'s IssueWe have been in contact with Mr*** to advise the company couldn't refund money to his credit card since the card was expired and also sent out a check but insured didn't advise he had an address changeAlliance United had to void out the check and re-issue another check please see attached confirmation of company's notesPlease let me know if you need anything else
Thank you!
Final Consumer Response /* (2000, 26, 2016/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received a refund check