Advanced Mechanical Corp.

Dear Mr. [redacted], This is in response to the October 5, 2016 correspondence to the Revdex.com. We are truly sorry to have lost you as a customer. I am happy to address your concerns and hope to provide you with the clarity you are looking for. First, I would like to provide a little...

background. Your automobile policy was created on July 16, 2004. When your policy initiated a down payment was received on July 8, 2004. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30th. Your first Electronic Funds Transfer (EFT) payment was processed August 30, 2004 and credited to the policy balance September 1, 2004. There were eleven additional payments scheduled on the 30th of each month (September through July) which paid the initial policy term in full. Weekends or holidays could delay the processing until the following business day.A deposit is only required during the initial policy term. When your policy renewed effective July 16, 2005 your first EFT payment was processed on August 30, 2005. You had twelve payments scheduled (August through July), with the final payment processed on July 30th. This billing schedule continued with the following renewals. While your withdrawal date was the 30th of the month, your payment may not have posted until the beginning of the following month due to processing time. Your policy renewed most recently on July 16, 2016 with an annual premium of $2,500, which included the $1 Minnesota Theft Prevention Surcharge. There were twelve payments scheduled to pay the premium in full. Your first $209.25 ($2,499 divided by twelve + $1 surcharge fee) EFT payment was received on August 30, 2016 which adjusted the balance to $2,290.75. This policy was cancelled at your request effective September 26, 2016. After cancellation, a credit of $2,007.80 was applied to the policy for the unused portion of the policy term and your balance adjusted to $282.95. A $287.85 ($282.95 policy balance + $5 bill fee) issued September 28, 2016 due October 18, 2016. In summary, your policy was active for over two months, yet we only received one monthly payment. I mailed statements to you on October 12, 2016 for each policy term since the policies’ inceptions in 2004. I also attached a billing history for the most recent policy term. The $287.85 balance remains due.With respect to your comparison of the prices offered by other carries, each insurer calculates its own rates in accordance with their own rating practices and this is based on past loss experience and expenses. The collective loss experience for each carrier may differ even within the same geographic area, the products and services offered may vary and the premiums may also differ. Liberty Mutual Insurance has been committed to providing quality insurance to our customers for over one hundred years. The prices we charge are the rates needed to ensure we fulfill our long-standing commitment to our Minnesota customers and provide them with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.Mr. [redacted], thank you for contacting us. I am truly sorry we have lost you as a customer. We are grateful for the time you allowed us to provide for your insurance needs. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

RE:   Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted]     Dear Ms. [redacted], This is in response to your May 9, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the...

opportunity to reply.First, I will provide a little background. Your auto policy was created on November 18, 2016.  The policy premium for this twelve month policy was $1,747.  The policy initiated with a down payment of $141.49 on November 17, 2016.  You referenced not receiving bills.  However, a $187.61 bill issued to [redacted] on January 17, 2017 due February 6, 2017.  When no payment was received, a past due bill issued on February 17, 2017 due March 9, 2017.  A cancellation notice issued on March 13, 2017 requiring payment by April 7, 2017 to keep the policy active.  When no payment was received, the policy cancelled effective April 7, 2017.  A final bill issued on April 13, 2017 due May 3, 2017 for coverage afforded through the April 7, 2017 cancellation date.  No payment has been received thus far.  Please note that if we do not receive your final payment within 21 days of its due date, we forward the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual.  Ms. [redacted], thank you for contacting us with your billing questions. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[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. 
This company engages in the poor business practices of delaying payments for claims. I called back the number as instructed in the letter and I am asked to verify information apparently provided by [redacted]? I have no idea why [redacted] is involved in this issue as Liberty Mutual is responsible for repairs. If there is a bodily injury claim, the insurance of the driver of the vehicle would be involved in claims or settlements. I was not driving the car and my insurance should not be part of any of these discussions. You went ahead and opened a claim agains [redacted] in a complete incompentent fashion, as this entire claim has been handled. It appears it the claim adjusted over three weeks to obtain a police report? is that how you would want insurance claims filed by you to be handled? In this police report it clearly says your policy holder " Operated motor vehicle in a careless or negligent manner" Is the case adjusted challenging the policy report? what are the details of the investigation being conducted? When will my vehicle be repaired??Regards,
[redacted]

Dear Mr. [redacted],This is in response to your August 15, 2016 correspondence to the Revdex.com.  I am truly sorry for your unfavorable experience and appreciate the opportunity to respond to your concerns.  My hope is to provide the clarity you are looking for.First of all, I...

regret any miscommunication regarding the vehicles insured under this policy.  The 2012 [redacted] was added to this policy effective February 25, 2015 at your request. We document all our interactions with our customers and our records reflect you requested to keep the 2000 [redacted] on this policy until it was sold. The Declarations page issued to you outlined that there were now three vehicles instead of two with the addition of your 2012 [redacted].  When your policy renewed June 22, 2015, the renewal documents issued to you confirmed coverage was still being provided for the 2000 [redacted].Your policy renewed again effective June 22, 2016. The renewal documents issued to you on May 19, 2016 outlined the 2000 [redacted] continued to be one of the three vehicles insured under this policy.  On May 26, 2016 we received notification from you that the 2000 [redacted] should have previously been removed.  While we had no record of receiving a prior request from you to complete this change, the vehicle was removed from the policy retroactive to March 3, 2015 at your request.This change resulted in a premium credit of $362 for the 2014 policy term and a $1,195 credit for the 2015 policy term.  Prior to this change, there had been two remaining $296 Electronic Funds Transfer payments scheduled on May 20th and June 20th to pay your 2015 policy term in full.  Since you placed a stop payment on your May 20, 2016 Electronic Funds Transfer withdrawal, the payment in May was unsuccessful.  You therefore owed $592 for the policy term.  So the net credits were $362 for 2014 and $603 ($1,195 less $592 balance owed) for 2015 totaling $965.  Your June 22, 2016 renewal premium was adjusted to $2,539 after the 2000 [redacted] was removed.  On June 1, 2016 the $362 and $603 credits were rolled over to the renewal policy term adjusting your balance to $1,574.  However, after you spoke with a customer service representative on July 25, 2016, you indicated your preference to receive a refund for the prior year credits.  A $965 refund therefore issued directly to your bank account on July 26, 2016.  Your renewal balance due was adjusted again to $2,539. With respect to your concern that we did not respond to your request to cancel this policy, we require a 2A form or Notice of Transfer of Insurer before we may cancel this policy.  This is a state-mandated procedure. Since the policy remained active until the form was received, the bills continued to issue for the renewal term and a $5 bill fee plus $25 cancellation fee were added, adjusting the balance to $2,569.After receiving the 2A form, this policy was cancelled effective July 25, 2016 to correspond with the date you secured alternate coverage.  We applied a $2,172 cancellation credit to the policy balance for the unused portion of the policy term and removed the $30 in fees.  This resulted in an adjusted balance due of $367.  A $367 bill issued to you August 18, 2016 due September 7, 2016.  I enclosed billing histories detailing all the transactions, payments received, and balance due.  When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed. Your renewal term was in effect for over a month yet we never received a payment.  The absence of any payments remitted along with the short rate cancellation provision resulted in a $367 remaining balance due.  A $367 final bill issued to you August 18, 2016 due September 7, 2016 which appropriately reflects the premium due for coverage afforded through the cancellation date.In summary, we are diligent about ensuring policy documents are issued to our customers outlining the coverage provided. A cover letter is included asking our customers to review the information and to contact us if needed.  While we are always happy to assist our customers, we also expect to be notified when a change is required.  Our records reflect we promptly removed the 2000 [redacted] from the policy once we received notification to do so.  When you contacted us with your preference to receive a refund versus a credit to the renewal term, we issued the refund to the same account from which the payments were drafted.Mr. [redacted], thank you for contacting us with your questions. Again, we are truly sorry your experience was unfavorable as we always strive to provide exceptional service.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] 
Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####

Liberty Mutual Response [redacted].[redacted]@Libertymutual.com###-###-####, 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 below. 
I ask that there be any more replies from Mr. [redacted] concerning this matter because I do not owe him any explanation or a timeframe as to when Liberty Mutual will be contacted by my attorney.  This complain is about the fact as an insurer Liberty Mutual owed me a duty of good faith of which they breached when they decided to engage in bad faith tactics.  I ask that Liberty submit to me a letter stating why they are refusing my claim.  This is my final response to Mr. [redacted] and Liberty Mutual.
Regards,
[redacted]

Dear Mrs. [redacted], This is in response to your February 21, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for any miscommunication regarding the Multi-Policy discount being...

removed from your automobile policy. Feedback regarding your interactions has been provided to the appropriate management to review what we could have done differently to ensure a positive experience for a valued customer. Our records do not reflect we were notified in October 2016 to remove the 2001 [redacted]. On February 21, 2017, a transaction was processed to remove the 2001 [redacted] effective October 1, 2016 at your request. During this transaction, the Multi-Policy discount was removed. However, we added the discount back the same day. This resulted in a premium revision from $1,746 to $1,518 and an $88 prorated credit was applied to the policy. On February 24, 2017, the $88 refund issued back to your checking account. Please allow three to five business days for receipt. I attached the billing history for your review.Mrs. [redacted], again, I am sorry your experience was unfavorable. We will strive to provide the exceptional service you deserve going forward. If you have any other questions or feedback to share, please also do not hesitate to reach out to me directly. It will be my pleasure to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]Enclosures

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. 
As of 12/17/2014 they have not responded to the reimbursement of my expenses for rental car, diminished value, insurance deduction that had to be paid out of pocket by me. Regards,
[redacted]

Dear Ms. [redacted], This is in response to your July 5, 2016 correspondence to the Revdex.com.  Please accept my condolences for the loss of your mother.  I was asked to review and respond to your concerns.  I appreciate the opportunity to respond and hope to provide you...

with the clarity you are looking for.I am sorry to hear of the difficult circumstances you encountered.  Dealing with the loss of a loved one is stressful and it was not our intention to further upset you. I have provided feedback to the appropriate management to review and address.  We hope the service you receive going forward will exceed your expectations. Our records reflect that on July 11, 2016 your mother was removed from the policy.  She is no longer listed as a named insured or an operator.  In addition the 2010 [redacted] was removed.  Your policy premium was adjusted from $2,329 to $1,531 and a prorated credit of $179 was applied to the policy balance. Due to the recent changes made to the policy, you are now the first named insured.  We therefore require updated forms for you to sign.  Our records reflect you previously did not elect to carry no fault/personal injury protection (PIP).  To confirm you wish to keep the policy the same and not carry PIP coverage, a signed form is required.  I mailed a copy of the Texas No-Fault Personal Injury Protection Rejection form along with a Texas Uninsured/Underinsured Motorist Coverage form prefilled with your current limits to your home address.  Please sign and return all pages.  These forms may be forwarded by facsimile to [redacted], email to [redacted] or mail to [redacted].   Note that if a signed Texas No-Fault Personal Injury Protection Rejection form is not received, we will be required to add the coverage going forward which will affect your premium. While the required forms are the final steps needed to ensure your policy records are appropriate, please be assured we are here to help you and are available seven days a week to answer your questions at [redacted].  Note that you always have the option to make changes to your coverage and we can also issue new forms if needed.  We will strive to make this process as smooth as possible.  Ms. [redacted], we appreciate having you as a customer and are truly sorry for your unfavorable experience.  If you have any further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Spoke with Mrs. [redacted] on 12/30 after the initial complaint came in through the [redacted].  I advised her that after reviewing the damages it seems as the damages are questionable of how the loss actually occurred.  There are no witnesses to the accident and the damages don't match up....

 She said that was not correct and she said that her daughter saw the accident.  I made her rephrase what happened as the daughter only heard the accident and did not see the accident.  She did not want to file a claim through her own insurance even though I explained the insurance process with her.  On 1/5/2016 Liberty Mutual received photos and estimate for the damages to the claimant's vehicle.  Damage to the lower fender and wheel area.  there is no real scuff marks off of the claimants vehicle and there is a little rust spot where the bumper meets the fender.  I really couldn't tell if this is exactly where allegedly a [redacted] would have struck the parked vehicle.  The damage is too slight.  I did request the height of the damage from the shop but they did not oblige.  Details of the accident are questionable at best. Mrs. [redacted] indicated that her daughter heard the accident and then recanted and said that her daughter "saw" the accident. However she was unwilling to let Liberty Mutual speak with the daughter. There were no independent witnesses in the case and the photos really don't show any scraping along the side of the bumper.  At this time I would at most be willing to offer 50% of the damages in lieu of a full and final settlement.  The Property Damage is $1192.35 @ 50% = $596.18Settled case with the claimant on 1/6/2016 in the amount of $596.18.  She was ok with the settlement but still believed that [redacted] struck her vehicle. Payment went out to Mrs. [redacted] on 1/6/2016Tell us why here...

RE:  [redacted]
       [redacted]
       [redacted] 
       [redacted] Dear Ms. [redacted], This is in response to your most recent correspondence to the Revdex.com. It was a pleasure to speak with you on December 1, 2016. I appreciate the opportunity to further respond and to summarize our recent telephone conversation.  After receiving the documents you provided, I presented the information to the sales manager for review. He recommended that a courtesy credit be issued to your home policy to cover the remaining balance of $39.83. As we discussed, I completed the credit request on December 1, 2016 and confirmed the $39.83 posted to the policy on December 6, 2016.  The balance due is now zero. Ms. [redacted], thank you for contacting us and for allowing us the opportunity to further review your request to reach this favorable outcome. As always, please reach out to me directly if you have any additional concerns.  Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [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 do not accept this response from  Mr. [redacted] which is Ms. [redacted] manager.  I am sure he is only repeating the watered down version she told him which is okay because an unethical manager should support his unethical employees. Liberty Mutual can rest assured that legal action will be taken.  I refuse to speak with someone that has all but called me a LIAR.  Ms. [redacted] stated that there was only one line in the report which could have not been true.  I have also file a report with the Detroit police department with what Ms. [redacted] has alleged.  All my husband could do was file the report,and trust that it would be on file to be reviewed by the insurance company what happen after he filed it is beyond me, but it is being addressed.   I have also contacted my local news station to take this story to the public if the police report is the only problem here.  Mr. [redacted] states there was inconsistencies in the story how could that be if there was only one line on the police report.  We were hit from behind by an uninsured individual, and  as it seem Liberty Mutual is only concerned with not paying a liability claim.  When I stated to Ms. [redacted] that I was going to have to take the individual to court she replied in sheer ignorance "FOR WHAT".  This is not about a police report it is all about not wanting to pay and Liberty Mutual has proven that with the trickery and lies that has been told.  My only regret here is that I did not do my research on the horrible company which is listed in the top eight for bad faith dealings.
Regards,
[redacted]

Attached please find our response to the complaint.

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].  
I am rejecting this response due to the fact that not a single step has been taken in your investigation. The tow company contacted me because you guys have not contacted them. The other Driver was cited at the scene and the wreck had an obvious at-fault party. It has been well over a month now and I don't even have a rental vehicle. That was my only vehicle that your driver took out and I need you to do what needs to be done to get my family back on the road and my lawyer will handle the personal injury.
Regards,
[redacted]

RE:  Personal Automobile Policy: [redacted] Liberty County Mutual Insurance Company/NAIC: [redacted]Dear Ms. [redacted], This is in response to your July 26, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are...

looking for.To explain the balance due, I will provide a little background. Your automobile policy was created on April 10, 2010 and subsequently renewed most recently on April 10, 2017. Two bills were issued, dated May 1, 2017 and May 30, 2017, prior to the request for cancellation during your phone call on June 5, 2017.  Regarding your communication, we received a call from you on March 31, 2017 asking to move the bill date to the 30th of the month.  This did result in extending the payment due date to May 21, 2017, two months later, since the issuance of the first bill was May 1, 2017, since the 30th of April fell on a Sunday. The delay of the bill, at your request, does not negate your responsibility to pay for premium due for coverage afforded.Additionally, we did not receive any communication from you on May 17, 2017 as you indicate. A final bill issued on June 5, 2017 due June 25, 2017 for coverage afforded through the June 5, 2017 cancellation date.  As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies.As a courtesy, the billing fees have been removed.  Thereby, reducing the balance due from $177 to $152.In summary, your policy was active for just shy of two months (April 10, 2017 through June 5, 2017); yet, we received no payment. The $152 balance remains due.  I have enclosed a billing history for your review.Ms. [redacted], thank you for contacting us. I hope your questions have been answered today. If not, and you have additional unaddressed concerns, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

(Please see full letter attached)                      To whom it may concern: This letter is in response to the above complaint filed by [redacted] captioned above. Please be advised that...

Liberty Mutual’s first notice of this potential claim came from the Revdex.com complaint filed by Ms. **.  Upon notification, a claim was established on 1/11/2017 under our policy holder’s general liability policy bearing claim number [redacted] and assigned to [redacted] in our [redacted] location.  On 1/12/2017 Ms. [redacted] started her investigation into this matter and attempted to contact Ms. ** by phone but was not able to reach her.  A letter has been sent to make contact with Ms. **.  Additional investigation of this claim is underway.     If you need any further information that will assist in your review of this complaint, please do not hesitate to contact our office. Sincerely, [redacted], CPCU, AIC, SCLA, API, AIM Claims Manager, CI Claims Services ([redacted]

RE: [redacted] Gift Card Promotion
Dear **. [redacted],
This is in response to your June 22, 2015 correspondence to the Revdex.com regarding our [redacted] gift card promotion. I appreciate the opportunity to respond to your concerns.
Thank you for taking the time to detail your experience. We...

regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience.
An email was issued to you June 23, 2015 containing the $10 [redacted] gift code. I trust your concerns have now been resolved.
**. [redacted], we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. If 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

Dear Mr. and Mrs. [redacted],  I am the Team Manager over [redacted].  I have reviewed your Revdex.com complaint and your claims file.  It is my understanding, our customer, [redacted] has replaced the broken bed in question. In addition, it is confirmed you have not sought any medical treatment...

or documentation to confirm that any injury or failure to produce breast milk was caused by this incident.  However, the adjuster assigned to your claim has offered $1000 to resolve your claim as a customer courtesy.  This offer is reasonable and fair to resolve this matter.  Unfortunately, we are not able to justify a settlement of $50,000 based on the facts currently presented.  Please feel free to contact me as your convenience to discuss your claim further.

I have been unable to locate a claim with the information provided.  Please provide the claim number, name of plumbing company and any additional information that would help to identify the claim.Thank you,[redacted]

Dear Mr. [redacted],   This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy.  I regret to hear of your continued concern and appreciate the opportunity to respond.   As I indicated in my previous response, there were multiple factors that impacted your renewal premiums since 2014.  Increasing costs of repairs, medical expenses, and extreme weather called for a review of our prices.  Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.    Regarding the amount of the increases, it is never our intention to disappoint a valued customer.  However, we are unable to commit to keeping the premium the same each year.  The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers.   Mr. [redacted], if you have further questions or concerns, please feel free to contact me.  I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [redacted] Fax: [redacted]