Advanced Mechanical Corp.

I have been unable to locate a policy under Mr***'s name I did leave a voice mail message asking him to contact us, but have not heard back Please provide a policy number and or claim number so that we may review the issues.Thank you, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

While we understand that the consumer disagrees with our position on this matter, they have notprovided any additional/new information in their rebuttal At this time our position remains the sameand we would ask that you close this file.Should the consumer submit new information regarding this dispute, we will be happy to review andrespond.Thank You, [redacted] ***

Ms***, We do understand that the amount billed by the shop is more than we have allowed for paymentOur estimate outlines the usage of the non-OEM part for the repair of your vehicleWe are in line with all state statutes surrounding the use of a non-OEM, quality replacement partYour shop of choice, Collision Custom, indicated that you insisted on the use of an OEM partThe choice of parts is yours; however, we do not owe for the difference in price between the OEM part used at your discretion and the non-OEM part included on our estimate for repairWe understand your concern regarding this issue, but in fairness to all of our insureds, we only owe payment for the damages that our insured is legally liable forWe apologize for any inconvenience this may have caused [redacted] SrBusiness Analyst

Please see attached responseThank you

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Re: [redacted] It is a highly questionable business practice to increase the rates of your customers in a state without very transparently and expressly informing them.What I mean is that the subject line of a communication involving increasing rates should say: Please note; your insurancerates are going to be increased The number of customers that are unaware that their rates have increased because they have their payments automatically deducted must be very big Many of those customers are no doubt elderly customers who are having their fixed incomes reduced even more by Liberty Mutual’s shameful practice.Even though my driving record is clean, I discovered that my rates were increased twice while with Liberty Mutual – both without my knowledge, but rather the increases are buried in their sizable paperless document updatesIstill demand a refund for Liberty Mutual’s overcharging and their hidden rateincreases Regards, [redacted]

Ms [redacted] , Please find our response to this matter enclosed [redacted] SrBusiness Analyst, Claims ComplianceSafeco General Agency, Inc., Managing General Agent for Home State County Mutual Insurance Company

To Whom It May Concern:I am in receipt of Mr***’s complaint regarding his March 06, occurrence being listed as an at faultaccident, the increase to his auto insurance premium, and his request to clear his record with [redacted] ***.The accident occurred when Mr***’s drivers’ side front door was caught by the wind and hit the front passengerdoor of a parked vehicle Liberty Mutual paid out $1,for the damage to the parked vehicle The accident is considered an at faultaccident due to Mr [redacted] failing to secure his vehicle’s door At this time [redacted] will not be contacted to clear Mr***’s record Please contact Team Manager [redacted] at [redacted] ext [redacted] should you have any questions.Sincerely, [redacted] Claims Team Manager [redacted] ext***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I was not made aware of the illegible fax until 1-16-15, days after it was sentI then provided a copy of the title and lien release the same day(1-16-15) Confirmation of the document's reception has not been provided, nor have subsequent emails been returnedPrior to these events the information is falseThe date of offer acceptance was 12-20- Even this was after months of emails and phone calls with no response Regards, [redacted]

We acknowledge receipt of the customer's complaintThe subject claim was referred to our Special Investigations Unit (SIU) and assigned to an investigator to obtain and/or verify the material facts and circumstances involved in order to determine what coverage may be available due to inconsistent information contained within the police report that was filed in connection with the matterThe assigned investigator contacted Ms [redacted] to explain their role and involvement in the claim and the reasons therefore, and to begin the investigation process During that initial phone call, Ms [redacted] advised she called the police from the scene of the accident and took photographs of the vehicles involved on her phoneShe was requested to submit those photos and her phone records for our review She initially indicated she would do so, but has not to dateMs [redacted] previously notified our Presidential Service Team about her concerns regarding her claim I previously attempted to discuss the matter with Ms [redacted] , but she advised she did not wish to communicate with me or anyone else at the company and had retained or would be retaining legal counsel to represent her and her husband I requested she have their attorney contact us so we could move their claims toward resolution To date, we have not received any contact from an attorney purporting to represent Mrand Ms [redacted] If they have retained legal counsel, we cannot communicate directly with Mrand Ms [redacted] If they have chosen not to retain legal counsel, we would ask that they contact us so we may proceed with and conclude our investigation toward resolving their claimsWhile we regret any negative experience to our customers, we must ensure we obtain all necessary information to provide coverage according to the terms of our policies [redacted] Team Manager-Special Investigations UnitPersonal Insurance Claims

Dear Mr [redacted] , This is in response to your May 28, correspondence to the Revdex.com regarding a previous automobile policyI have been asked to research and respond to you and appreciate the opportunity [redacted] This policy initiated effective December 24, and cancelled for non-payment of premium effective January 20, After cancellation, a final bill issued to you for $reflecting the balance due for coverage afforded through the January 20, cancellation date On February 10, you contacted our customer service to make a payment of $and to reinstate coverageYou were advised a new policy would need to be initiatedYou made a payment of $to satisfy the remaining balance due, and a rewritten policy was implemented ( [redacted] ) effective February 11, However, the $payment which credited to policy balance on February 11, 2010, was later returned unpaid by your financial institutionA $return payment service charge was applied to the policy balanceYou balance due adjusted to $ [redacted] This policy initiated effective February 11, with an annual premium of $5,which included a $mandatory Property-Liability Insurance Guaranty Association surcharge to be paid in full with your first installment We received a payment of $on February 11, which was later returned unpaid on February 15, and a payment of $which was later returned unpaid on March 2, A $return payment service charge was applied to your policy balance for each returned paymentYour balance due adjusted to $5, Due to the two consecutive returned payments, a cancellation notice issued to you March 2, advising remittance of $1,was required prior to March 22, to avoid cancellationIn the meantime, the $balance due on your previous policy transferred over to this policyYour total balance due adjusted from $5,to $5, When payment of $1,was not received, this policy also cancelled for non-payment of premium effective March 22, After cancellation, a final bill issued to you for $reflecting the balance due for coverage afforded through the March 22, cancellation date, which included the $residual balance due from the prior policy Liberty Mutual uses a third party vendor, [redacted] ( [redacted] ) to secure past due premium owed for cancelled policiesPolicyholders are referred to [redacted] when their policy has cancelled and the final bill remains unpaid within days after the final bill due dateSince your balance was unpaid, it was referred to collections on May 10, The $remains due Our records do not reflect we received notification from your requesting cancellation of this policy prior to the March 22, cancellation dateIn addition, we contacted you on March 4, to advise you of the pending non-payment cancellation status, and you advised you would contact us at a later date to make the payment to avoid cancellation Mr [redacted] , I have enclosed billing histories for your reviewIf you have further questions, please contact me directlyI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####

Response from Liberty Mutual Insurance - 12/8/

Dear [redacted] , This is in response to your May 23, correspondence to the Revdex.com regarding your automobile policyI appreciate the opportunity to respond to your concerns This policy initiated effective September 5, You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method Prior to the receipt of your correspondence to the Revdex.com, Liberty Mutual Insurance was not aware of your intent to cancel this policyYou indicated alternate coverage was obtained effective March 15, Therefore, I cancelled this policy effective March 15, at your request to correspond with this dateAfter cancellation, there was a $credit balance which was scheduled to be refunded to you However, two $Electronic Funds Transfer (EFT) payments previously credited to your policy balance April 1, and May 1, were returned as unpaid by your financial institutionIn addition, your policy balance was debited a $returned payment service charge for each returned payment for a revised balance due of $As a courtesy, I waived the $in returned payment fees and the balance due was adjusted to $ Due to the dishonored payments, instead of a refund due, you now have an outstanding balance owed of $which remains dueA final bill will be issued to you [redacted] , a billing history is enclosed for your reviewIf you have further questions or concerns, please contact me directly and I will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: ###-###-#### Fax: ###-###-#### Enclosure

Mr [redacted] submitted additional information that was received and reviewed on 12/The updatred settlement was provided to Mr [redacted] for reviewAn agreed figure was reached on 1/8/ Mr [redacted] faxed in a copy of his title which was illegible We have requested he scan and email a copy of this title so payment can be issued to him We have approved his payment to be sent via overnight mail once the title copy is received

Dear Ms***,This is in response to your March 19, additional correspondence to the Revdex.com I appreciate the opportunity to further respond to your concernsOur goal is to provide exceptional service and keep our commitments I regret your service experience did not meet your expectations and we were unable to meet your insurance needs.Ms***, I wish you the best in your future endeavors If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely, [redacted] Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####

Dear Mrs [redacted] , This is in response to your February 6, correspondence to the Revdex.com regarding an automobile policy quote received and the homeowner policy you initiated I appreciate the opportunity to respond to your concerns.You indicate a concern with an automobile policy quote you received The premium quoted is an estimate based on the information you provided on the date prepared Quotes may change based on additional information obtained during the purchase process, various consumer reports and other information that is obtained, as permitted by law A quote is not a contract or a binder of coverage.Our records reflect you did not elect to purchase the automobile policy at the final premium quoted However, the homeowner policy was implemented on December 15, to be effective December 18, The application signed by you on December 15, confirms this policy was initiated at your request and both you and Mr [redacted] were listed as named insured per your instructionsOn the date your policy was scheduled to be implemented, you indicated you no longer wished to purchase the policyThis policy was therefore cancelled effective the December 18, scheduled inception date Since this policy was never active, there was no premium due.We issued a notification to your mortgagee on the same day that this policy had cancelled, confirming this policy was no longer in force However, three weeks later, on January 9,we received a $premium payment from your mortgagee Since no premium was owed, a refund check issued to both you and Mr [redacted] the same day to the home address you provided January 27, You spoke with our customer service department and indicated you had not received the refund check We verified the address was correct You requested that wereissue the check only in your name We explained that the check must be issued to both named insured You then requested that we mail the check only to you We explained that it must be mailed to both named insured We are unable to exclude a named insured from receiving a premium payment refund.In addition, you explained that Mr [redacted] ’s mail was being forwarded to an alternate address, which explained the delay in receipt of the refund.January 29, At your request, we issued a stop payment on the initial check issued and reissued the refund check.February 9, Our customer service department spoke with you and issued a stop payment of the second refund check at your request We intended to process an Automated Clearing House (ACH) transaction to deposit the funds directly into your bank accountHowever, we did not receive verification that the account belonged to both named insured and therefore could not process this transaction.February 11, I spoke with you regarding your request for further escalation An offer was extended to issue the refund directly to your mortgagee due to the issue with your forwarded mail However, you declined We also discussed your request to have the refund check sent overnight mail I explained how our refund process is automatedChecks issue from our distribution center by regular mail and allowing this process to occur is typically more efficient than manually diverting the check for distribution to another office with the capability of issuing the check by overnight mail However, at your request, I confirmed we will overnight the check once the stop payment clears and the check is redirected from our processing center to the appropriate department You confirmed the address we have on file is correct.We have spoken with you on multiple occasions and set the appropriate expectations regarding the timeframe of the refund We did not anticipate receiving a payment from your mortgagee when we never issued a bill and also notified them of the cancellation In addition, we could not anticipate that your mail was being forwarded.Your refund delay was not attributable to any Liberty Mutual error While we appreciate your concern, we have presented every alternative available to assist you with reissuance ofyour refund; however, are unable to make an exception that would involve excluding a named insured.Mrs [redacted] , if you have additional questions, please feel free to contact me and I will be happy to assist you.Sincerely, [redacted] Lead Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution Operationsphone: [redacted] fax: [redacted]

Acopy of Mr [redacted] 's title was sent to [redacted] on 1/8/The filewas assigned to the central salvage unit on 1/13/ [redacted] is theSalvage adjusterUpon review of the file she determined that the title was notlegibleMr [redacted] is correct that he was not contacted until 1/16/2015regarding the illegible titleMs [redacted] called and spoke with Mr [redacted] on 1/16/to advise him that she was unable read the title She followedwith an email to him at [email protected] with her contact informationHeadvised he was going to try a scan her copy of the titleA new copy of thetitle was received on 1/27/Ms [redacted] called Mr [redacted] to advise thatthe payment was being issued to him that same dateMr [redacted] pointed out toMs [redacted] that the check was to be issued to him by overnight mailShe apologizedfor the confusion and confirmed his mailing address as [redacted] **, [redacted] SD [redacted] The check issued and sent out by overnight mail to [redacted] on1/27/

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [The main issue I have with Liberty Mutual is the fact that both my attorney and I, have had issues that could've been resolved a lot quicker if [redacted] would've been available to answer her phone or at least returned our calls in a timely mannerWhy am I being punished because there was additional damage done to my vehicle by paying for the remaining time I've had the rental car during the repairs? I've contacted the body shop about sending a supplemental report for the remainder of the damages, and they are reluctant to do so because they believe they will not be paid for repairing of the supplemental damages, because both my attorney and I were unable to get in contact with [redacted] to get approval for the repairsThen after the repairs were done, I still was unable to return the rental vehicle due to inclement weather (even if I wanted to return the vehicle during that time, Enterprise was closed as well), why should I then be punished by paying for the additional time I had the rental for something I cannot control like mother nature?Everyday that we are unable to get in contact with the adjuster is an additional day I have to pay for (because of bad business between a consumer and Liberty Mutual's ability to process claims), when I have no idea of what the status is of the claim is because we are unable to get in contact with the adjuster.As of 03/25/2015, I was told that the burden of proof lied in my hands, that I needed to prove that my transmission was damaged as a result of the accident.Then on 03/26/2015, I received a call saying that Liberty Mutual will be sending an appraiser out to look at the damages done to my transmission.So as of today, 03/27/15, I've paid for an additional rental car day, and now it's going into the weekend, and now I have to pay for those days as wellI'm having to pay for each and everyday that Liberty Mutual drags their feet to make a decisionWhy can't we just get answers in a timely manner, instead of making a consumer pay for rental car fees, for each day they are reluctant to make contact with those involved in a claim? A reasonable amount of time, I would say would be 24-hours, not weeksWe've gone above and beyond to receive answers by calling and demanding to speak to supervisors and leaving messagesI've also talked to another adjuster in the office, who literally said, " [redacted] sucks at doing her job.", he then said he would've been handling the claim a whole lot differently.I do not agree with having to pay for the rental car, during the time that Liberty Mutual is dragging their feet to make contact with me/my attorney to let us know what their decision isSomething must be done about Liberty Mutual's policy and making contact in a timely manner with consumers involved in their claims.] Regards, [redacted]

Dear Ms. [redacted] , This is in response to your February 10, 2015 correspondence to the RevDex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns. This policy initiated effective January 1, 2014 and subsequently renewed effective... January 1, 2015 with an annual premium of $1,006. At Liberty Mutual, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of vehicle repairs, medical expenses, the frequency and severity of claims, and our collective loss experience in the state of Oregon. Another factor in your automobile policy renewal premium change is the percentage amounts of your Early Shopper, New Move, New to Liberty Vehicle, and New Graduate discounts were decreased with your January 1, 2015 renewal. Although these discounts may be applicable for several years, the percentages allotted for these discounts decrease each year as your policy ages. Our records indicate that you selected paperless documents. Any updated policy information is available for viewing online through your eService account. On November 28, 2014 we sent you an email notification to view your January 1, 2015 renewal policy documents online. These documents included an Electronic Funds Transfer (EFT) withdrawal notice advising of your payment adjustment to $83.83 beginning January 1, 2015. This advance notification provided you with time to review your policy prior to the renewal date and contact us with any questions or to implement any changes. Your policy contract is one year. Your premium may change at renewal based on the factors previously mentioned. The premiums that we charge are based on the rates needed to ensure we meet our financial obligations to all our Oregon automobile policyholders. This policy cancelled at your request effective February 10, 2015. A $56.66 refund issued to your bank account on February 9, 2015 reflecting the credit balance after cancellation. Ms. [redacted] , we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you. Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: ###-###-#### | Fax: ###-###-####