Advanced Mechanical Corp.

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

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]

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

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

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]

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

see attached

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]

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 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]

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]

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: ###-###-####

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].  
I find it amazing! The records I called and asked for on July 7th, and was told over and over did not exist suddenly appear. The fact it takes this complaint to rectify a simply customer service request is Sad! Your phone system indicates that calls may be recorded for training purposes. I mention it because I think the record should show the Truth of what was said, and agreed to.  I strongly contend you have greatly misrepresented the facts. Your response outlined in previous communications does not even reflect the number of communications between us in the many phone calls and attempts to honor our end of the agreement. You have falsely misquoted me. I find the fact you asked me to sign such a statement a disparagement on my name. Which is exactly why I have asked for this to be discussed with an outside party. If you are now agreeing to bring forth documents, it cements the facts to my point, that your pattern of behavior shows a misrepresentation of the facts. Phone records will show I was told on the 8th of July records where not available at all to anyone even them.  I have asked from the first moment we noticed an issue for help to make it right, you have refused me.  My first call I asked to make a payment over the phone, I was told no! Not what you stated above at all.Simply - I want pay my monthly bill and have my vehicles covered without my name represented in the manner you have responded.We are good customers, customers that your company wastes to much money trying to keep with jingles instead of customer service and compassion.
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. 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. 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 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

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]