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. 
[Hi - I appreciate the response.  However, after 15 years of loyalty to Liberty Mutual, I feel I deserve a better response than it was my responsibility to make sure I was not overcharged.  It is true that the inflated charge slipped past our household without being caught until this year, however that does not excuse companies from taking advantage of folks.  I have family, friends and neighbors all within the same area where I live, it did not take me long to get numbers for their past 5 years of home insurance for comparison.  Per my internet research, the rate increases Liberty Mutual applied to my account were not consistent with increases taking place in Michigan.  Here are the rate increases broken down again:  20% - 201228% - 20133%  - 201433% - 2015Looking at the rates above, I am convinced that a clerical or electronic mistake occurred.  I am asking for an explanation and a correction.] 
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your March 3, 2015 correspondence to the Revdex.com.  I appreciate the opportunity to respond to your concerns.  Please accept my apology that your service experience was unfavorable.  Thank you for taking the time to detail your...

experience with Liberty Mutual Insurance.  We regret that your initial experience has been less than favorable.  Your feedback will be used in our continued efforts to improve our level of service.[redacted]You spoke with our centralized sales office February 11, 2015 and requested an email of the quote provided to you for review prior to purchasing the policy.  The quote indicated underinsured motorist coverage was declined.  You later contacted our centralized sales office and this policy initiated effective February 12, 2015 with an annual premium of $888.  You selected semi-annual billing as your preferred payment method; therefore, a $444 down payment was secured at the policy inception.  A Declarations page issued to you February 13, 2015 confirming the coverage applicable to this policy.       Upon notification from you that this policy required revision, this policy was cancelled effective February 14, 2015 so a rewritten policy could be implemented effective February 14, 2015 with the changes requested.  A $440 credit card refund issued to you February 25, 2015.  However, upon further review, I amended the cancellation date to February 12, 2015 since you stated you did not intend to initiate this policy prior to February 14, 2015.  An additional $4 credit card refund will be issued to you.  Please allow 3-5 business days for receipt.[redacted]This policy initiated effective February 14, 2015 with an annual premium of $772.  Underinsured motorist coverage equal to your bodily injury and uninsured motorist coverage of $50,000 per person, $100,000 per accident was applicable to this policy as confirmed by the Declarations page issued to you February 13, 2015.  However, this policy was cancelled effective February 21, 2015 at your request.  A $14 bill issued to you February 20, 2015 due March 12, 2015 reflecting premium due for coverage provided through the February 21, 2015 cancellation date.  The $14 balance remains due.[redacted] [redacted]This policy for your primary residence initiated effective February 12, 2015 with an annual premium of $103.  To be eligible for a policy for your rental property, you were advised appropriately February 11, 2015 that Liberty Mutual Insurance must also insure your primary residence.You indicated you received a quote for $98 online.  The premium quoted is an estimate based on the information you provided on the date prepared and may change based on additional information obtained during the purchase process.  Due to the liability coverage needed for your rental property, the premium for extending the liability coverage to an additional property was $5, resulting in a annual premium of $103.  A Declarations page issued to you February 13, 2015 confirming the coverage applicable to this policy.  You paid the annual premium in full at the policy inception.  At your request, this policy was cancelled effective February 25, 2015 and a $99 credit card refund issued to you February 25, 2015.[redacted]This policy initiated effective February 14, 2015 with an annual premium of $642 for your rental property.  The $642 annual premium was paid by your mortgagee February 23, 2015.  However, you requested cancellation of this policy effective February 25, 2015.  A refund check will be issued to you reflecting a pro-rata credit for the unused portion of the policy term.  Please allow approximately two weeks for receipt.
[redacted]This policy was also initiated effective February 14, 2015 with an annual premium of $120.  The annual premium was paid-in-full at the policy inception.  Since the above fire dwelling policy was cancelled effective February 25, 2015, this policy would also be cancelled effective the same date.  A pro-rata refund will be issued to you.  Approximate timeframe for receipt is two weeks.     Ms. [redacted], we regret your decision to cancel these policies.  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: ###-###-####

Safeco Insurance Company of [redacted]I am responding to your March 19, 2015 inquiry. We reviewed our records associated with the customer’s complaint.  Although we have no record of the customer’srequest to cancel the policy, we were able to confirm that the customer had...

alternative coverage effective November 5, 2013.  Asa result, we are currently processing a refund of the premium paid by the customer’s mortgage company for coverage from November 5, 2013 to December 1, 2014.Thank you for the opportunity to address the customer’s complaint.  Sincerely,[redacted]Lead Compliance Analyst[redacted]

Response from Liberty Mutual Insurance - 12/8/2014.

see attached

Dear Mrs.
[redacted],This is in response to your
October 26, 2015 correspondence to the Revdex.com regarding your automobile
policy.  I appreciate the opportunity to
respond to your concerns.Please accept my apology for your
unfavorable experience.  We make every
effort to...

ensure the security of all financial transactions.  I regret if in this instance our efforts have
caused any hardship for you as it was not our intention to disappoint a valued
customer of many years.Your policy was set up on
Electronic Funds Transfer (EFT) payments until the September 14, 2015 payment
was returned as “Account Closed” by your financial institution on September 18,
2015.  We removed the EFT payment method
as a result of the returned payment, and a $25 returned payment service charge
was applied.  This charge has since been
removed as a courtesy.As part of our efforts to
ensure the security of our transactions we do require that we have authorization
from the account holder either when remitting a one-time payment or if setting
up recurring monthly EFT payments.  We
have no records of your daughter authorizing the EFT payments until October 14,
2015. At that time, our records indicate that a one-time payment of $126.42 was
authorized as well as the setting up of the EFT payments. A receipt was provided to you
when the payment was taken. However, the financial institution returned this
payment to us as “Unable to Locate”.  This
designation means there was an error with the account information
provided.  As a result, the EFT billing
could not be continued.  Because this
payment was returned as “Unable to Locate” we did not assess a returned payment
service charge.  Regarding your concern
with fees assessed, there are no returned payment or late fees applied to your
policy.  We removed the only fee
assessed.While we appreciate your
concern that we should have notified you by telephone of any issues, we do not
attempt to call every time a payment does not go through.  Our representatives who process the
transactions assume the information provided is valid and are unable to
anticipate whether or not the payment will later return as unpaid.  Regarding your
concern with your premium, your policy term is for one year and your premium
may change at renewal.  Some of the
factors that impact overall rates include the increasing costs of repairs,
medical expenses, and the frequency and severity of claims.With respect to
your unsuccessful attempt to file a claim, our customers may report claims 24
hours a day.  The difficulty you
encountered is not typical.  Please call
our claims department at [redacted] for further assistance.Although our
claims department must assist you with the filing and handling of your claim, I
would be happy to assist you further with 1) ensuring the EFT billing is set up
correctly 2) reviewing your policy for any opportunities for savings.  Although I will be out of the office until
Monday, I will assist you upon my return. 
If you prefer not to wait, please contact customer service at
800-526-1547.  Any representative will
assist.Mrs. [redacted], you
have been a valued customer for over nineteen years and we thank you for
allowing us to provide for your insurance needs. If you have any further
questions or concerns, please feel also free to contact me directly.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit [redacted]
[redacted]  [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]

Dear Mr. [redacted], Thank you for your letter dated March 28, 2016, regarding the premium increase on your homeowner policy. The purpose of this letter is to help you understand why the premium for your policy increased. Your premium increased from $601 in 2015 to $658 at the 2016 renewal due to a...

17% rate revision filed with the Ohio Department of Insurance, effective for all homeowner’s policy renewals on or after September 29, 2015.  Note that this is a statewide average increase and policyholders may see a higher or lower increase depending on their individual characteristics. Your premium increased from $526 in 2014 to $601 at the 2015 renewal due to a similar statewide increase. Lastly, our customers are eligible for many discounts associated with their risk profile.   At each renewal, these savings are evaluated and adjusted in accordance with the applicable rating rule.  This means that the amount of the discount decreases every year up until the time that it is no longer applied. I hope this information provides some clarity on the price increase to your policy. Sincerely, [redacted] Sr. Business Analyst

Dear [redacted],
This is in response to your June 4, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective March 17, 2014 with an annual premium of $2,210. A $184.16...

down payment was remitted at the policy inception and you selected monthly [redacted] as your preferred payment method which includes twelve monthly payments. The policy balance was adjusted to $2,025.84. Eleven additional [redacted] payments of $184.17 were scheduled to pay the policy balance in full (with the final payment reduced by a few cents).
As you stated, there was no payment required during the month of April as your first [redacted] withdrawal was not scheduled until May.
We received ten $184.17 [redacted] payments from May - February totaling $1,841.70. We also removed the comprehensive and collision coverage from your 2005 [redacted] effective February 17, 2015 at your request which reduced the annual premium from $2,210 to $1,841. A $29 pro-rata credit was applied adjusting the policy balance to $155.14.
There was one final [redacted] payment of $155.14 scheduled March 16, 2015 to pay your premium in full. Prior to this scheduled [redacted] payment, this policy was cancelled effective March 10, 2015 at your request and the [redacted] billing was discontinued. A $34.10 cancellation credit was applied for the unused portion of the policy term and your remaining balance due adjusted to $121.04. A $121.04 bill issued to you March 10, 2015 due March 30, 2015 reflecting premium due for coverage provided through the March 10, 2015 cancellation date. No payment was remitted and the $121.04 balance was referred to collections May 20, 2015.
Liberty Mutual Insurance uses a third party vendor, [redacted], to secure past due premium owed for cancelled policies. Policyholders are referred to [redacted]. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
A $61 payment was received June 12, 2015 adjusting the balance due to $60.04 which remains outstanding.
[redacted], 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 Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: ###-###-#### Fax: ###-###-####
Enclosure

We acknowledge receipt of the customer's complaint. The 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 matter. The 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 phone. She was requested to submit those photos and her phone records for our review.  She initially indicated she would do so, but has not to date. Ms. [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 Mr. and Ms. [redacted].  If they have retained legal counsel, we cannot communicate directly with Mr. and 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 claims. While 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 Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com received on February 13, 2015 regarding your refund delay.  I appreciate the opportunity to further respond.We regret your service experience was unfavorable.  Our intention was only to offer you alternatives when you indicated the check we mailed to you and Mr. [redacted] wasnot received.  After the check was reissued January 29, 2015 our records reflect we set the appropriate timeframe expectations and advised you how overnighting the check would not result in expedited delivery.  You continued to contact us on multiple occasions of your own accord after the check was reissued asking us to make exceptions to our implemented procedure including issuing the refund only to you.  I regret any miscommunication if we initially advised you an Automated Clearing House (ACH) refund was an option on February 9, 2015. We were unable to approve your request for an ACH refund as we did not receive confirmation your account is also in Mr. [redacted]’s name  and our records reflect we contacted you the next day to clarify why your request could not be processed.Since we are accommodating your request to have the check redistributed to an office with the capability of issuing the refund by overnight mail, we trust that your concerns will be resolved soon.Mrs. [redacted], I will be happy to assist you if you have further questions.Sincerely,[redacted]Lead Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution Operationsphone:[redacted] fax: [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] I have rejected this response however I did receive a call from [redacted] case manager on Wednesday letting me know that all the days that were not approved at that time has been approved no other contact is needed Thank You for all the hard work

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 iis a very similar explanation I received when I called but it does not cover why I as a customer didn't know anything about this prior to paying my bill for March 13 to September 13th. As the liberty mutual representative already stated I paid semi annually and I paid for March 13 to September 13 which would make my policy be in effect until the 13th of September and not the 9th as liberty mutual claims. I never received a paper showing September 9th anywhere and I should not be accountable for liberty mutual mistakes.  I did my part just like I've done my part with every company I dealt with which is Pay My Bill On Time or prior to when it was due But NEVER late. This is a liberty mutual mistake and it should be paid by liberty mutual.  If I need to present my bill from March 13th I will gladly do so to once and for all resolve this issue Liberty Mutual has created.  Thanks. 
Regards,
[redacted]

Dear Mr. [redacted],   This is in response to your correspondence received through the Revdex.com on October 15, 2016 regarding your automobile policy. Please accept my apology you did not previously receive an adequate explanation regarding your renewal premium. You are a valued...

customer and we are truly sorry you had an unfavorable experience. I appreciate you taking the time to speak with me on October 20, 2016 and the opportunity to respond.   This policy initiated November 18, 2015 and recently we issued the November 18, 2016 renewal offer to you confirming the revised annual premium of $2,693.   At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices.   In addition there are some discounts that decrease over time, such as the Early Shopper discount.   As we discussed, since your vehicle struck a stationary object (in this case the garage door), your November 20, 2015 loss was considered an at fault accident and also affected your policy price.   Regarding Accident Forgiveness, at each renewal, the incidents (accidents and violations) that occurred with Liberty Mutual Insurance over the just-ended policy term will be evaluated for each of the operators listed on the policy and may be a factor in your renewal policy price. “Incidents” include non-administrative violations as well as accidents with a property damage or collision claim over $750. In addition, inexperienced operators are ineligible for Accident Forgiveness.   We also discussed the quote and policy price you received following the substitution of your vehicle on October 7, 2016. Since the November 18, 2016 renewal did not produce and issue to you until October 13, 2016, our representative was unable to provide a quote for the renewal term at the time of the change. I regret any confusion this may have caused and agree that we should have set the appropriate expectation that your premium would be changing at the expiration of your current term.   Finally, following a review of your policy, I added your father as named insured since you indicated he is a co-registered owner of the 2015 [redacted]. Since you are the only driver with regular access to the vehicle, I removed all other drivers from the policy which reduced your renewal premium from $2,693 to $2,390. In addition, we discussed removing the Better Car Replacement coverage which would further reduce your annual premium to $2,190 but you elected to maintain this coverage at this time.   Since these changes were made within fifteen days of your next scheduled Electronic Funds Transfer (EFT) withdrawal, there was no impact to your October 21, 2016 withdrawal which remained at $113.34. The $66.02 (balance related to vehicle change) due for the expiring policy term will be transferred to the 2016 renewal. This change, plus the more recent changes I completed, will result and is a revision to the November 21, 2016 withdrawal. Your new EFT payment will be $206.67 as of this date.   Mr. [redacted], thank you again for speaking with me. Again, I am truly sorry your experience was unfavorable. As a valued customer I hope I was able to answer all of your questions. If not, please contact me directly. I will be happy to assist you.   Thank you for being a Liberty Mutual customer!   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Tele: ###-###-#### Fax: ###-###-####

Dear Mr. [redacted],    This is in response to your March 30, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond.  Please accept my apology your service experience did not meet your expectations.  I also regret any miscommunication which...

resulted in you not receiving the call you anticipated from a supervisor.  However, please understand that we are unable to respond to your request for answers to your hypothetical claims scenarios.  I reviewed the multiple scenarios you presented to our sales representative.  We do not recommend that our sales representatives respond to the types of questions you asked.  Coverage for any particular claim is dependent on the facts of the particular loss and the insurance policy in effect at the time of that loss, including terms, exclusions, limitations and conditions listed on your Declarations page.   We are concerned that providing advice about the availability of coverage in response to hypotheticals may give rise to a misunderstanding as to how coverage may ultimately be determined in the event of a future specific loss.Since you did not elect to purchase a policy with us to date, we do not have a policy contract to issue to you.  If you would like me to send you a copy of the basic tenant policy form plus any endorsements you may be interested in, I would be happy to do so.  I will send this information by email or mail at your direction. Mr. [redacted], I regret your initial experience was unfavorable.  If you have further questions or concerns, please contact me directly.  I will be happy to assist. Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Response

We are working diligently to finalize our investigation and will contact you once it is complete. Thank you Liberty Mutual Fire Insurance Company

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. Not one time was I ever told that I had anything due when we cancelled the policy. And by us changing before the next draft I should not have owed anything.
Regards,
[redacted] [redacted]

Dear Mr. and Mrs. [redacted], This is in response to Mrs. [redacted]’s December 13, 2016 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.I regret any misunderstanding regarding your intent to initiate this policy. It is...

unfortunate that the matter was further compounded when you did not receive a call back from a supervisor when anticipated. I provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.Liberty Mutual Insurance has a partnership with [redacted] for the writing of homeowner policies. Our records reflect Mr. [redacted] contacted [redacted] November 14, 2016 and this policy initiated effective December 1, 2016 at his request with an annual premium of $1,202. Mr. [redacted] provided the mortgagee information and indicated the mortgagee was to be billed for the annual premium.  Your contention that Mr. [redacted] only intended to obtain a quote is not consistent with our records.  The mortgagee and billing information would not have been required or obtained from the customer if only a quote was provided. In addition, you indicated that we obtained Mr. [redacted]’s social security number illegally. However, this is also inconsistent with our records. Our records reflect that Mr. [redacted] provided his social security number when he spoke with the sales representative on November 14, 2016. After the policy was initiated, policy documents were issued to you the same day you were given the quote. If a policy is implemented, we electronically notify your mortgage company to confirm active coverage. However, when you spoke with our service representative on November 22, 2016, we cancelled the policy effective the December 1, 2016 policy inception date as requested. Therefore, the policy never went into effect.Although we didn’t bill the mortgagee, we received a $1,202 payment on November 25, 2016. Since this policy was cancelled, we issued a $1,202 refund check to you on November 30, 2016. Our records reflect the check was cashed on December 13, 2016. Liberty Mutual cancelled this policy as requested; however, we are unable to speak to the cancellation of your prior policy or the insurance charged by your mortgagee. In regard to the desired settlement requested, our records reflect this policy was initiated and then cancelled at Mr. [redacted]’s request. Therefore, we are neither able to comply with your request for free credit monitoring nor are we able to refund any hazard premium charged by the mortgagee. Mr. & Mrs. [redacted], we are truly sorry for your unfavorable experience and wish you the best in your future endeavors. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]

Dear Mr. [redacted],
This is in response to your May 29, 2015 correspondence to the Revdex.com regarding your homeowner policy. I appreciate the opportunity to respond to your concerns.
Liberty Mutual Insurance has a partnership with GEICO for the writing of homeowners, landlord,...

tenant and condominium insurance policies.
Regarding your premium concerns, at Liberty Mutual Insurance, 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 repairs, medical expenses and the frequency and severity of claims.

Your dwelling coverage amount (Coverage A) increased from $176,900 to $182,200 upon renewal due to your selection of an optional Inflation Protection Endorsement. This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit on your policy with this endorsement.
In addition, the percentage amount of your Early Shopper and New Home Credit discounts were decreased with your June 1, 2015 renewal. Although you receive these discounts for several years, the percentage allotted for these discounts decreases each year as your home ages.
I am unable to specifically address why another insurer’s rates are lower than those of Liberty Mutual Insurance. Each insurer rates policies according to their own rating practices filed with the state. Our rates are based on our collective loss experience in the state of Maine. We review our rate plans continuously and strive to provide quality insurance while providing a high degree of customer satisfaction.
Mr. [redacted], we regret your decision to cancel this policy and are sorry to have lost you as a customer. 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
Phone: ###-###-#### Fax: ###-###-####