Advanced Mechanical Corp.

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, 8 days after it was sent. I 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 returned. Prior to these events the information is false. The date of offer acceptance was 12-20-14.  Even this was after months of emails and phone calls with no response.
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your April 24, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
You also contacted the [redacted] Bureau of Insurance with the same concerns. I mailed...

you a copy of our May 18, 2015 response under separate cover. Below is a summary of what transpired since the April 29, 2011 renewal date:
This policy initiated effective April 29, 2010 and renewed effective April 29, 2011. Renewal documents issued to you March 29, 2011 for the April 29, 2011 renewal. The annual premium was $1,791.
However, after a review of the automobile policy our sales office determined the address on your automobile policy did not match the primary residential address stated on your tenant policy. The address was therefore changed to reflect the physical and mailing address applicable to your tenant policy ([redacted], [redacted]) effective the April 29, 2011 renewal. The annual premium was adjusted from $1,791 to $2,036. A Declarations page was issued to you confirming the adjustment.
In Part F – General Provisions, Section B of our automobile policy reads, in part:
If there is a change to the information used to develop the policy premium, we may adjust your premium. Changes during the policy term that may result in a premium increase or decrease include, but are not limited to, changes in:
1. The number, type or use classification of insured vehicles;
2. Operators using insured vehicles;
3. The place of principal garaging of insured vehicles;
4. Coverage, deductible or limits.
You contacted our customer service department May 15, 2011 regarding the address change. We advised you this change was completed in accordance with the above policy provisions. You stated you did not agree with the address change as you were splitting your time between two locations. Liberty Mutual Insurance asked you to provide us with documentation (vehicle registration, driver’s license, utility bill, lease agreement, etc.) confirming you did not reside at the [redacted]. Our records do not reflect this information was provided to us.
After you fell two months behind on the premium payments, a cancellation notice was issued September 29, 2011 advising a minimum payment of $382.64 was required prior to October 19, 2011 to prevent cancellation of this policy. You were also verbally advised numerous times by our customer service department between October 11, 2011 and October 18, 2011 of the payment requirement to prevent cancellation. No payment was remitted and this policy therefore cancelled for non-payment of premium effective October 19, 2011.
After cancellation, a $245.22 bill issued October 25, 2011 due November 14, 2011 reflecting premium due for coverage provided through the October 19, 2011 cancellation date. An email was issued to you November 15, 2011 advising you to remit the $245.22 payment to avoid collection activity. The $245.22 payment was not received and the balance was referred to collections December 5, 2011.
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
In your correspondence to the [redacted] Bureau of Insurance, you stated that you asked for the account to be closed. However, our records do not reflect a prior request from you to cancel this policy. In fact, our customer service department spoke with you October 18, 2011 (the day before the October 19, 2011 cancellation date) and you did not request cancellation at that time or advise alternate coverage had been obtained.
As reflected by the enclosed billing history, the $245.22 balance due appropriately reflects the premium owed for coverage afforded through the October 19, 2011 cancellation date and is unable to be waived.
Ms. [redacted], 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
Enclosure

February 18, 2016To:                   Revdex.com Complaint ResponseRe:                   [redacted]Date of Injury: ...

01/03/2016eStar Case#:    [redacted]Attn:  To Whom it May ConcernMs. [redacted]’s claim was assigned to a new adjustor on February 10, 2016.  The new adjustor has since been in contact with Ms. [redacted] and has resolved all outstanding issues regarding her indemnity and medical benefits.  If you would like to discuss further, please feel free to call me at [redacted].Thank You,[redacted] | Claims Team Manager Liberty Mutual Insurance/Helmsman Management ServicesCommercial Insurance Claims Workers’ Compensation – [redacted], IL(P) [redacted] (P) [redacted] Ext [redacted]  (F) [redacted]Mailing address: [redacted]

Dear Mr. [redacted],This is in response to your February 12, 2017 correspondence to the Revdex.com regarding your flood policy. I appreciate the opportunity to reply. Liberty Mutual writes flood insurance through the National Flood Insurance Program (NFIP) in which we are obligated to...

adhere to the rules and regulations issued under the National Flood Insurance Program Act of 1968. Those rules and regulations govern how policies are rated as well as what portions of the buildings and contents are covered under the policy.As you stated, on July 25, 2016, you contacted Liberty Mutual to cancel the above flood insurance policy. A Letter of Map Amendment (LOMA) was provided on July 27, 2016 showing the structure being insured on the flood policy was no longer located in a Special Flood Hazard Area (SFHA). NFIP cancellation guidelines require a signed cancellation request by the insured along with a letter from the lender advising that flood insurance is no longer required due to the structure is no longer located in a SFHA for cancellation reason code 19. The signed cancellation request and lender letter were not received until October 20, 2016. The policy renewal processed for the 2016-2017 policy term on September 6, 2016. Per NFIP Cancellation guidelines, the policy was not eligible to be cancelled as the effective date of the LOMA (June 27, 2016) was more than 60 days prior to the current policy term (September 1, 2016- September 1, 2017) effective date.On February 2, 2017, we advised you the current policy could be rewritten into the Preferred Risk Program (PRP). The policy was then cancelled and rewritten to the PRP ([redacted]) on February 2, 2017 at your request. On February 13, 2017, a $775 refund was mailed to you at [redacted].Mr. [redacted], thank you for reaching out.  I enclosed copies of the manual sections referenced in my response for your records. If you have any additional questions, please feel free to contact me directly.Sincerely,[redacted]Associate Customer Care UnitCustomer Care Specialist[redacted]  [redacted]
Enclosures

RE:  Personal Automobile Policy: [redacted] (Snowmobile) Personal Automobile Policy: [redacted] (ATV)American States Preferred Insurance Company/NAIC: [redacted]Dear Mr. [redacted],This is in response to your March 9, 2017 correspondence to the Revdex.com regarding...

your snowmobile policy. I appreciate the opportunity to reply. Please accept my apology for the delay in processing your cancellation. Our goal is to provide exceptional service. I regret that in this instance we did not follow through. We will review what we could have done differently to ensure a positive experience.The snowmobile policy initiated August 5, 2015 and is currently being cancelled effective the renewal date, August 5, 2016 at your request.  Since the policy remained active with no payment, the policy cancelled for non-payment of premium and the amount due was forwarded to collections on February 27, 2017. Once the cancellation is processed, [redacted] will be notified that this policy reflects a zero balance. There was no adverse credit reporting as a result of the prior collection activity.Additionally, the cancellation of the policy insuring your All-Terrain Vehicles (ATV) was delayed as we did not previously receive your acknowledgment that the policy would be cancelled without refund. Please contact me directly at [redacted] or at the telephone number below to provide this acknowledgment so that I may finalize the request to cancel the ATV policy effective August 23, 2016, per your original request, which corresponds with the date you obtained new coverage.Mr. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. If you have any further questions or concerns, please contact me and I will be happy to assist you. Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####

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. 
[redacted] from Liberty Mutual did contact me and requested the additional information.  I did fax her the additional information that she wanted on June 8th in which that is the day she told me to sent it since she said she was going to be out of the office last week.  I received a message from her today June 9th that now  wanted to know if I had any pictures of the before and after pictures. Liberty had someone come out and take pictures of all of my things including my furniture and a person name [redacted] had those pictures at Liberty.  This is ridiculous and is stressing me out I complied to what they need and it is never enough they keep wanting more.  This was not my fault that this happened to my furniture it was the company that is insured with Liberty Mutual. As. of 2:04 pm today I have not had a response from Liberty since I left a message this morning with [redacted] telling her that she should have those pictures.  I feel like they are just trying to dray their feet in hopes that I will just say forget it.
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your May 14, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that occurred regarding the status of your...

payroll billing after cancellation.
Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.
This policy initiated effective January 18, 2015 and cancelled at your request effective May 9, 2015.
You previously selected payroll deduction as your preferred billing method. Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy. At the time of cancellation, your policy balance was $8,154. After cancellation, a $7,252.16 pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $901.84.
We received two payments of $453 from your employer on May 21, 2015 and June 1, 2015. A refund check will issue to you for $4.16 reflecting the credit owed through the May 9, 2015 cancellation date. Please allow 7-10 business days for receipt.
While we appreciate your concern, we are unable to refund you the $453 deducted from your paycheck on May 15, 2015 as only a $4.16 refund is due.
Ms. [redacted], we are sorry to have lost you as a customer. I enclosed a billing history for your review. Please feel free to contact me directly 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: ###-###-####
Enclosure

RE:      Promotional Mailings   Dear Mr. [redacted],   This is in response to your March 3, 2017 correspondence to the Revdex.com regarding the recent promotional mailing you received. I appreciate the opportunity to respond.   I regret the...

circumstances that prompted your contact and apologize that you were advised that we could not remove you from receiving future promotional mailings. We value you as a customer and appreciate your willingness to share your experience as it is helpful in identifying areas where more attention can be placed to ensure a positive experience with our current customers.    To prevent you from receiving additional offers such as this in the future, I removed you from our mailing list. In the unlikely event any mailings were pre-scheduled prior to today, there may be a final issuance of promotional material from us in the next 6-8 weeks.   Mr. [redacted], thank you for contacting us. I hope that I have addressed your concerns today. If you have any additional questions, please reach out.  I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit T: [redacted] | F: [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].
I would like to make final payment but have not been able to contact [redacted] for make the final payment.  Once I do this I will accept this response.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your July 13, 2015 correspondence to the Revdex.com regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding your eligibility...

for the Multi-Policy (Account) discount when initiating an automobile policy.
There is never an acceptable reason for poor customer service. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.
On June 25, 2015 we initiated an automobile policy for you effective June 26, 2015 with an annual premium of $1,501. On June 26, 2015 you contacted us to advise you initiated an automobile quote online, which was less than your current policy premium. Your June 26, 2015 policy cancelled effective June 27, 2015 at your request, and a new automobile policy was initiated effective June 27, 2015 with an annual premium of $1,287.
In your correspondence, you mention bait and switch tactics between our online quoting system and our licensed telephone agents. Our internet quoting system allows users to enter their personal information, details regarding their automobiles, and to select their own coverage limits independent of the involvement of a sales representative. The primary reason your online quote was lower than the initial policy quoted was due to the inclusion of a Multi-policy discount.
Although you are eligible for an Account or Multi-policy discount for your active life policies, in order to qualify for this discount on your automobile policy for a homeowner policy you must have an active policy insured with Liberty Mutual for your primary residence with you listed as named insured. Our records do not reflect you have an active policy insured with us under your name for your residence at [redacted]; therefore you are not eligible for the Multi-policy discount.
A policy correction was implemented on July 13, 2015 to remove this discount retroactive to the June 27, 2015 inception date. Your annual premium adjusted from $1,287 to $1,475 and a Declarations page reflecting this change was issued to you.
While we appreciate your concern, and regret this error was not caught previously when we reviewed the internet quote with you, we have been consistent with our response that we are unable to include the Multi-policy discount on your automobile policy as we must charge the appropriate premium for the coverage afforded.
Our records reflect the manager of my team, Ms. [redacted], previously reached out to you by email yesterday and requested that you telephone her directly if you would like to further discuss your concerns. Her telephone number is ###-###-#### and office hours are 8:00 a.m. through
4:00 p.m. Pacific Time.
Mr. [redacted], you are a valued customer and I regret my response could not be more favorable. If you have further questions or concerns, please also feel free to contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Dear Mr. [redacted],This is in response to your January 19, 2015 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  This policy initiated effective October 16, 2010, subsequently renewing each year, most...

recently October 16, 2014.  At the policy inception, you were issued a new business packet on October 7, 2010 which included the applicable short rate provision:If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved.  It will be based instead on a short rate table which compensates us for our expenses in servicing your policy.This policy was cancelled effective December 23, 2014 at your request.  A $21.74 refund issued to you December 29, 2014 based on the short rate cancellation provision applicable to this policy.  There is no further refund due.  Mr. [redacted], we regret your decision to cancel this policy and are sorry to have lost you as a customer.  A billing history is enclosed for your review.  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: [redacted] Fax: [redacted]Enclosure

Dear Ms. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, premium quotes are estimates based on the information provided and the date prepared. I regret after spending so much time entering your information online you were directed to contact a sales agent. It was not our intention to disappoint you; however it was necessary to obtain additional information to finalize the premium. Regarding our advertising, our goal is to build unaided awareness, increase product knowledge, and grow consideration of Liberty Mutual products. Growing our business is key to maintaining the financial strength needed to be there for our customers when they need us most. Advertising not only reminds existing customers about our business but helps us distinguish ourselves from our competitors. In addition, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply. Your correspondence indicated we do not accept customer with accidents; however, this is not accurate. Your Motor Vehicle Report is reviewed and any incidents on your driving record within the 36 months immediately prior to the policy effective date are considered in determining your premium. Since there was an incident during this time frame, your premium was adjusted accordingly.  We always welcome feedback and suggestions as it is helpful in our continued efforts to better serve our customers. While we appreciate your concern, Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years. The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Georgia customers.  Ms. [redacted], I regret my response could not be more favorable. 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. 
The response from [redacted] which...

says:  "While we appreciate Mr. [redacted]’s request, our surveys are produced by an outside vendor and participants are selected at random.  As such, we are unfortunately unable to send him a survey regarding his experience." is not true.  Please have [redacted] reveal what is really going on with that company and have them send me an email with the truth.
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your additional correspondence received through the Revdex.com regarding the balance due on your automobile policy. While our position remains that a refund is not owed, I hope the additional details provided will clear up any misunderstanding.Regarding the payment history of the policy, there was no shortfall when you moved from direct bill to Electronic Funds Transfer (EFT) upon the December 4, 2012 renewal. The prior year you paid in semi-annual installments and the policy was paid in full by May 25, 2012 with your second semi-annual payment of $1,251.50.Your policy renewed effective December 4, 2012 with an annual premium of $2,574 and your billing method continued to be direct bill on a semi-annual basis. A $1,287 bill issued to you November 5, 2012 for the first six month’s premium due ($2,574 divided by two). However, we spoke with you on November 21, 2012 and you requested a billing method change to EFT.With EFT billing, customers may select a withdrawal date of their preference. The withdrawal will process on the same day each month (weekends or holidays may delay processing). Before the EFT began, we accepted a $214.50 payment which was credited to the policy balance November 23, 2012. Your balance due adjusted to $2,359.50. Since you selected a withdrawal date of the 4th, we advised the remaining balance could be paid in eleven $214.50 installments ($2,359.50 divided by eleven) with the next withdrawal occurring January 4, 2013 and last withdrawal on November 4, 2013. However, when we received your EFT Authorization Agreement form, you selected a withdrawal date of the 1st. The withdrawal date change allowed twelve remaining installments instead of eleven during the policy term. Your payments were therefore $196.63 ($2,359.50 divided by twelve instead of eleven). Your first EFT payment was scheduled January 1, 2013 (the holiday delayed processing) and credited to your policy balance January 6, 2013 and final payment for the policy term scheduled December 1, 2013 (credited to the policy balance December 4, 2013).This began the billing in arrears. At each renewal your first renewal payment was scheduled January 1st and final payment scheduled December 1st – which continued through your last payment on December 1, 2016.  Your policy renewed on December 4, 2013 with an annual premium of $2,718. Your first payment credited to the policy balance January 6, 2014 was $226.50 ($2,718 divided by twelve). We added an Advanced Defensive Driving Course discount which resulted in a $236 credit applied and revised balance due of $2,255.50 ($2,718 - $226.50 - $236). Your eleven remaining installments scheduled February 1, 2014 through December 1, 2014 were adjusted to $205.05 ($2,255.50 divided by eleven) with the final payment adjusted $.05 to equal the total premium due. You referenced a payment in the amount of $205. This was the final payment due for the 2013 policy term processed on December 1, 2014 and credited to the policy balance on December 3, 2014.When your policy renewed December 4, 2014 your annual premium was $2,724. Your payments in January and February were $227 ($2,724 divided by twelve). An adjustment to your annual mileage resulted in a credit of $132 and revised balance of $2,138 ($2,724 - $227 -$227 - $132) and reduced your ten remaining installments to $213.80 ($2,138 divided by ten). In 2015, your payments were $229.50 throughout the policy term from January – December based on your premium of $2,754 ($2,754 divided by twelve) with the final payment processed on December 1, 2016.Lastly, I spoke with the agent regarding the email you referenced. It is my understanding the email provided confirmation of the cancellation and advised since the policy was cancelled at renewal, there was no balance owed for the renewal policy, effective December 4, 2016. However, the payment of $229.50 received on December 1st was to fulfill the prior year’s premium.  Ms. [redacted], I trust my detailed response answers all your questions and we can consider this matter closed. We appreciate the time you allowed us to provide for your insurance needs and wish you the best in your future endeavors.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]  [redacted]

Good Morning,I will accept the resolution once an independent assessment is presented and a final settlment is agreed upon.Regards,[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. 
Regards,
[redacted]

We estimated the final audit due to lack of cooperation from the Insured.  We contacted the Insured on three occasions to schedule the appointment for the audit with the rom the Insured.  On the first attempt on 12/4/15, we spoke with the Insured and he advised that he...

would have to speak with his bookkeeper and get back to us.  After several follow-up attempts the audit was returned for non-compliance on 1/5/16. We did not purport that an actual audit had been performed.  Subsequent to receiving the policyholder complaint the assignment was reopened and an appointment scheduled for 4/29/16.  The Auditor attempted to get an earlier appointment date and is still pursuing this possibility. The estimated audit will be revised with the actual exposures once the policyholder fully complies with the audit.

Dear Ms. [redacted],This is in response to additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  First, please note that Liberty Mutual is unable issue a refund when the premium has not been paid and there is an outstanding balance due.  Any credit from changes to the policy are instead applied to the remaining balance owed which is consistent with what occurred with your policy.Second, your policy term was effective from November 20, 2015 through March 17, 2016, approximately four months.  Yet we only received three monthly payments which resulted in a final balance due after cancellation.  With the previous response, a billing history was enclosed detailing all the transactions and payments received.  Regarding your concern with the referral to collections, this action was taken only after we did not receive a response to the $223.46 final bill issued to you or the email reminder issued to you on April 7, 2016. The $223.46 balance remains due.  Ms. [redacted], thank you for reaching out with your billing concerns.  I hope that I have answered all of your questions today.  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: [redacted]  Fax: [redacted]

I have received the refund today and am satisfied.
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]

Dear Mr. [redacted], This is in response to your May 5, 2017 correspondence to the Revdex.com. I am truly sorry to hear you decided to cancel your policy. However, the balance owed is appropriate and unable to be waived. With that said, I appreciate the opportunity to respond and hope to...

provide the clarity you are looking for.First of all, regarding your premium, while we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. While there is no universal rate charged by all insurers, we try to distinguish ourselves with the quality of service and products we offer. We regret your decision to leave us was due to the policy price.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. 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 Nevada 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.In response to the balance owed, I will provide a little background. Your automobile policy was created on March 3, 2015 and subsequently renewed each year.  Prior to the cancellation, your policy renewed most recently on March 3, 2016 with an annual premium of $1,935. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30th. With this billing method, there are twelve payments scheduled to pay the annual premium in full. Your first payment was scheduled March 30, 2016 and final payment February 28, 2017. We received eleven $161.25 payments (March – January) and your balance adjusted to $161.25. A $161.25 payment was received on February 28, 2017; however on March 14, 2017 this payment was later returned unpaid by your financial institution. Since the payment was returned a $25 returned payment fee was added to the policy and your balance was adjusted to $186.25. A $191.25 bill ($185.25 policy balance + $5 bill fee) issued on March 14, 2017 due April 3, 2017. As we did not receive your final payment, we forwarded the $191.25 balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. This course of action is one we must take when we do not receive final payments on cancelled policies. As a courtesy we waived the $25 returned payment fee and $5 bill fee and your balance has been adjusted to $161.25. I attached a billing history confirming the payments received and balance due. As long as the $161.25 balance owed is paid or resolved with us directly or with [redacted]. on our behalf, your credit will not be affected.In regard to your desired settlement, your policy was active for twelve months (March 3, 2016 through March 3, 2017), yet we only received eleven monthly payments. We billed you for the remaining balance and sent you reminders to remit payment; however, we did not receive a response. The $161.25 balance remains due and we unable to waive as it appropriately reflects the balance due for coverage afforded. Mr. [redacted], thank you for contacting us with your billing questions. Again, I am sorry you have decided to cancel your policy. I hope that I have answered all of your questions today. 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: [redacted] Fax: [redacted]Enclosure

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]