We would like to first thank you for providing us the opportunity to serve you with your insurance needs. Since 2010 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 carrier. During the quote process Mrs. [redacted] 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 11/14/2017 at 9:11 AM, the documents were viewed at 9:54 AM and signed at 9:55 AM. Mrs. [redacted] was advised to review and confirm all the information was correct and if she entered in agreement to sign the documents sent. Mrs. [redacted] signed the documentation all the information submitted on the insurance application was correct and she agreed with the insurance transaction.
On 11/14/2017 at approximately 12:00 PM Mrs. [redacted] requested to speak to higher management. Our complaints department address the situation, Mrs. [redacted] advised she no longer wanted the insurance policy because she had a better price with her previous insurance carrier. Mrs. [redacted] was reminded our service fee is non-refundable however reviewing the situation we considered her complaint and Mrs. [redacted]n agreed to refund of 339.75 of the 455.75 on 11/14/2017, Mrs. [redacted] agreed to the amount of $339.75 to be refunded back to the Credit card which she used to pay. Mrs. [redacted] expressed the partial refund was better than nothing, in which we are entitled to keep the whole service fee paid of 232.00.
Mrs. [redacted] we cannot proceed with your desired solution because a service was provided as requested.
Dear Mrs. [redacted],
We are in response to the complaint filed with the Revdex.com. On November 28, 2017 we received a call from you checking on the status your policy, the policy showed cancelled due to non-payment of premium. We 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 day. On November 29 at 3:34pm a supervisor called you but there was no answer, we proceeded with leaving you a voicemail to call us back. On November 29, 2017 at 5:58pm we were able to speak to you and processed your monthly payment waiving late fees. During that call you expressed to us that you were not satisfied with the service received the day before. We apologized for the inconvenience at that time and would like to extend you an apology once again for not meeting your customer service expectations. We 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 promptly. We 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. 1050
Sincerely, - [redacted]
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 services. We would also like to apologize for any inconvenience you may have experienced. Due 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. [redacted] We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs.
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!!
Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@adrinasinsurance.com
Mrs. [redacted],
[redacted]'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 services. We would also like to apologize for any inconvenience you may have experienced. Due to our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office: [redacted] at XXX- XXX-XXXX Ext. [redacted] We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs.
Initial Business Response /* (1000, 8, 2016/04/05) */
Hello,
Adriana's Insurance Services Inc. Have come to a mutual agreement. We have fulfilled Mr. [redacted]'s request to cancel the Insurance policy and provide a refund for unearned premium. The refund for the premium is in process by the...
insurance carrier and will be returned to Mr. [redacted] in the same payment form received.
We value each customer and are committed to providing you with the highest level of service. Please be assured that this type of situation will not happen again, we have address the issue with the customer service representative who
Mr. [redacted] spoke too. We would like to thank Mr. [redacted] for bringing this to our attention. This 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 solved. They are lying, again. I haven't received a refund.
Final Business Response /* (1000, 24, 2016/05/10) */
[redacted]Document Attached[redacted]
Hello,
We want to advise we have been trying to resolve Mr. [redacted]'s Issue. We have been in contact with Mr. [redacted] 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 change. Alliance United had to void out the check and re-issue another check please see attached confirmation of company's notes. Please 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.
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 services. We would also like to apologize for any inconvenience you may have experienced. On August 2nd we contacted Mrs. [redacted] 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 week. Thank you if you have any more questions please let us know.
Mrs. [redacted],
We would like to first thank you for providing us the opportunity to serve you with your insurance needs. Since 2010 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 carrier. During the quote process Mrs. [redacted] 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 11/14/2017 at 9:11 AM, the documents were viewed at 9:54 AM and signed at 9:55 AM. Mrs. [redacted] was advised to review and confirm all the information was correct and if she entered in agreement to sign the documents sent. Mrs. [redacted] signed the documentation all the information submitted on the insurance application was correct and she agreed with the insurance transaction.
On 11/14/2017 at approximately 12:00 PM Mrs. [redacted] requested to speak to higher management. Our complaints department address the situation, Mrs. [redacted] advised she no longer wanted the insurance policy because she had a better price with her previous insurance carrier. Mrs. [redacted] was reminded our service fee is non-refundable however reviewing the situation we considered her complaint and Mrs. [redacted]n agreed to refund of 339.75 of the 455.75 on 11/14/2017, Mrs. [redacted] agreed to the amount of $339.75 to be refunded back to the Credit card which she used to pay. Mrs. [redacted] expressed the partial refund was better than nothing, in which we are entitled to keep the whole service fee paid of 232.00.
Mrs. [redacted] we cannot proceed with your desired solution because a service was provided as requested.
Dear Mrs. [redacted],
We are in response to the complaint filed with the Revdex.com. On November 28, 2017 we received a call from you checking on the status your policy, the policy showed cancelled due to non-payment of premium. We 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 day. On November 29 at 3:34pm a supervisor called you but there was no answer, we proceeded with leaving you a voicemail to call us back. On November 29, 2017 at 5:58pm we were able to speak to you and processed your monthly payment waiving late fees. During that call you expressed to us that you were not satisfied with the service received the day before. We apologized for the inconvenience at that time and would like to extend you an apology once again for not meeting your customer service expectations. We 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 promptly. We 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. 1050
Sincerely, - [redacted]
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 services. We would also like to apologize for any inconvenience you may have experienced. Due 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. [redacted] We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs.
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!!
Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted]
Contact Phone: (XXX)XXX-XXXX
Contact Email: [redacted]@adrinasinsurance.com
Mrs. [redacted],
[redacted]'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 services. We would also like to apologize for any inconvenience you may have experienced. Due to our customer privacy and confidentiality agreement, we ask that you please reach out to our claims representative at our corporate office: [redacted] at XXX- XXX-XXXX Ext. [redacted] We thank you for choosing Adriana's Insurance Services and giving us the opportunity to fulfill your insurance needs.
Initial Business Response /* (1000, 8, 2016/04/05) */
Hello,
Adriana's Insurance Services Inc. Have come to a mutual agreement. We have fulfilled Mr. [redacted]'s request to cancel the Insurance policy and provide a refund for unearned premium. The refund for the premium is in process by the...
insurance carrier and will be returned to Mr. [redacted] in the same payment form received.
We value each customer and are committed to providing you with the highest level of service. Please be assured that this type of situation will not happen again, we have address the issue with the customer service representative who
Mr. [redacted] spoke too. We would like to thank Mr. [redacted] for bringing this to our attention. This 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 solved. They are lying, again. I haven't received a refund.
Final Business Response /* (1000, 24, 2016/05/10) */
[redacted]Document Attached[redacted]
Hello,
We want to advise we have been trying to resolve Mr. [redacted]'s Issue. We have been in contact with Mr. [redacted] 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 change. Alliance United had to void out the check and re-issue another check please see attached confirmation of company's notes. Please 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.
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 services. We would also like to apologize for any inconvenience you may have experienced. On August 2nd we contacted Mrs. [redacted] 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 week. Thank you if you have any more questions please let us know.