Advanced Mechanical Corp.

Dear Ms. [redacted], This is in response to your January 17, 2017 correspondence to the Revdex.com. I am happy to review your concern in hopes to provide you with the clarity you are looking for. On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration...

this matter has caused you. Please know that it is always our objective to ensure our customers have a positive experience anytime they contact us. Your willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our clients’ expectations. When you contacted us on January 17, 2017 to advise that the incident listed on your December 18, 2016 renewal was inaccurate, this was the first knowledge we had that incorrect information was present on your policy. Once we received a copy of your Motor Vehicle Report (MVR), we were able to confirm the incident listed was not applicable. The incident was removed retroactive to the December 18, 2016 renewal date when it was initially applied. Prior to this change, your premium balance due was $2,543. After the retroactive credit, the premium balance due was lowered to $2,056, a decrease of $487.  While we updated your name and driver’s license number back to the 2013 inception date, since the incident was not added until the December 18, 2016 renewal, there was no further premium adjustment for the 2013-2015 policy terms. I apologize that you were provided conflicting information about when an MVR is ran. We order MVRs in all states when the policy is initially written. Therefore, your MVR was initially ran in 2013. However, we do not require an MVR be ordered every year and this varies state by state. Our records reflect that your MVR was ran prior to your December 18, 2016, which resulted in the addition of the incident. Additionally, you mentioned that you paid a $12 fee for a copy of your MVR. I appreciate your concern and would be happy to reimburse this fee to you. In order to reimburse fees, we require a copy of the paid receipt. You can forward this to me at the fax number below or by email at [redacted] Upon receipt, I will review for reimbursement. Ms. [redacted], thank you for reaching out. I hope that your concerns have been fully resolved and you trust we do care about our customers by demonstrating our desire to make right any wrongs on your policy. If I can be of further assistance, please contact me directly.  I am happy to help. Sincerely, [redacted] Associate Customer Care Specialist Customer Care Team [redacted]  **  [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 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]

RE:     Personal Automobile Policy           Homeowner Policy           Liberty Mutual Fire Insurance Company/ [redacted]                                     Dear Ms. [redacted],   This is in response to the December 23, 2015 correspondence to the Revdex.com requesting additional information. I have been asked to respond and I appreciate the opportunity.     I see that you continue to have some questions about your policies’ prices, which I am happy to address for you.   While our customers who qualify for Accident Forgiveness are forgiven their first accident, there are multiple other factors considered when determining your policy price.    Regarding your homeowner policy’s decreasing discounts, the maximum benefit you receive for discounts such as a New Roof discount is realized the first year.  By nature of the discount, as your roof ages the discount decreases.  As a home ages, its key systems (electrical, plumbing, HVAC, roof, etc) get a year older.  On average, we expect more losses from older systems than we expect from newer systems.  For example, we would expect an older roof to leak before a new roof.  Discounts such as the New Roof and New Home discounts will therefore decrease as the home itself ages.  While these discounts will decrease each year until no longer applicable, the decreases are gradual and not usually a primary contributor to your renewal premium change.  However, as with the automobile policy there are many other factors considered that determine your price.     Ms. [redacted], I thank you again for reaching out with your additional questions and comments about your policies.  As a valued customer, I hope that I have answered all of your questions today. If not, please feel free to contact me directly at ([redacted] or by email at [redacted] and I will be more than happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations [redacted]
[redacted]

RE:   Personal Automobile Policy:  [redacted]        LM General Insurance Company/ NAIC: [redacted] Dear Mr. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I have been asked to respond and...

appreciate the opportunity.Please accept my apologies if you did not want your regular policy bill sent to you electronically. We certainly offer options that do not include paperless billing, and regret you had not taken advantage of them. However, not all correspondence is issued electronically. Past due bills and cancellation notices are issued by US mail.I understand that you previously advised our representatives that you had remitted payment on January 20, 2017 and February 3, 2017. Unfortunately, our records show those payments were not received until January 26, 2017 and February 9, 2017, respectively. The cancellation notice was issued January 25, 2017 advising the full $525.50 had to be paid prior to February 9, 2017 to prevent cancellation. Since the final payment was not received prior to that date, the policy was cancelled accordingly. It’s important to note that if you utilize online bill payment through your financial institution that the date posted on your account may not be the date a company receives payment. Many financial institutions make an immediate deduction from your account and then mail a check to the respective company, only to be received several days later.Furthermore, even though we issued a refund for overpayment, we received no communication from you to confirm or inquire about the status of your policy until after the claim occurred. Regrettably, after a loss has occurred, we will not reinstate a policy that has cancelled for non-payment.The proof of mailing for the cancellation notice is enclosed for your reference. While we are not required to send a cancellation notice by certified mail, we are required to document when it was sent. This is the only requirement of your policy provisions or of the law.Mr. [redacted], I regret my response could not be more favorable. If you have further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]Enclosure

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 Mrs. [redacted],This is in response to your January 25, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  I attempted to contact you by telephone on January 27, 2016; however my attempt was unsuccessful. I regret any...

miscommunication regarding your intent to have your policies cancelled.   Our records reflect you contacted our customer service department on January 14, 2016 and January 25, 2016 to request to have both of your policies cancelled.  However, you were advised that in the state of Georgia, we require a written request in order to process the cancellation. After receiving your email, I cancelled your automobile and condominium policies effective January 14, 2016 at your request.  On January 28, 2016 refunds in the amount of $99.82 for the automobile policy and $21.32 for the condominium policy issued to your checking account.   Please allow approximately 3-5 business days for receipt.  Mrs. [redacted], I thank you for reaching out and we are truly sorry you decided to cancel your policies.  Please feel free to contact me directly if you have additional questions or concerns.  I will be happy to assist you.Sincerely,[redacted] Associate 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 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]

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]
 They told my daughter that if she paid they would knot cover the car. I have had several people tell me they are having problems with this company this is unfair to the customer. We purchased the insurance through 77th credit union and I will let them know, and also my friends and family, and social media.

The short-term disability (“STD”) plan under which you claim coverage is a self-insured plan sponsored by your employer, USAA, for which Liberty Life Assurance Company of Boston (“Liberty Life”) provides administrative services only.  The plan states:“Disability” or “Disabled” means that the...

Participant, as a result of Injury or Illness, is unable to perform the Material and Substantial Duties of his or her Own Job.” We received notice of your STD claim on July 10, 2015.You submitted a claim with a disability commencing June 15, 2015.We notified you by our letter dated July 16, 2015 that we had requested medical records from your physician, Dr. [redacted], to determine your eligibility for STD benefits.We requested medical records from Dr. [redacted] on July 23, 2015.We requested medical records from [redacted] on August 17, 2015 and asked that the records be returned by September 1, 2015To assist in clarifying your medial functionality and any associated restrictions and or limitations, we conducted a peer review with a physician Board Certified in psychiatry and neurologyThe peer review is summarized as:It is my medical opinion that the information provided does not support a finding of significant psychiatric impairment from 6/15/15-7/23/15, as symptoms that precluded the capacity to perform her usual life activities, including her work-related Activities have not been documented during this period.Your STD claim was denied September 3, 2015 on the basis that our review did not support that you were disabled as defined above. Our September 3, 2015 denial letter explains the basis for this determination.  In the September 3, 2015 denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claim.We received additional medical information summarized as:9-20-2015 (Dr. [redacted]) - [redacted]’s absence from work during June and July was based on medical issues, not psychiatric. She was seen on [redacted] on two occasions.[redacted] Clinic notes are summarized as:6-16-2015: Headache for 3 days. RTW June 18, 2015.6-19-2015: Migraines since 1999, has had headache for   7 days now. RTW June 20, 2015.7-9-2015: Depression affected by menstrual cycle. Car broke down. Tearful. Return to work July 13, 2015.We received your September 30, 2015 request for reconsideration of the denial of your STD benefits. Your appeal has been assigned to [redacted]. Liberty Life will conduct an independent, full and fair review of your file.Any questions regarding your appeal may be directed to [redacted] at 1-[redacted], Extension [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].  Liberty mutual has a responsibility to the public to present a fair and just opportunity for all to gain insurance win the company engages in fraudulent advertising in order to gain public interest that is not a company that should be doing business openly in the US it is my job to shut this down you judge people  and demand higher rates for speculative interest of your own there is nothing fair about your process and procedures and all consumers should do  Business with other companies who are upfront and honest sincerely [redacted] 
 
Regards,
[redacted]

In response to the following complaint, we would like to provide an explanation of our handling of this file. On several occasions, we have attempted to settle this file with Mr. [redacted] on multiple occasions. Mr. [redacted] is demanding that we total out his repairable vehicle. We requested to tear...

the vehicle down, which Mr. [redacted] has declined to allow the shop to do. He continues to sway back and forth on rather he will accept our estimate for his vehicle, or continue to dispute and request that we total it. In the midst of his ongoing disputes, he is demanding that we pay for his rental, which we do not owe for. As of 6/9/2016 (60 days into his claim), he is still disputing. We owe approximately 35 days of rental, which we explained to him. A complaint has also been filed and answered with the Department of Insurance supporting his delays in resolving this claim.

Dear Ms. [redacted],This is in response to your January 3, 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.Liberty Mutual Insurance has a partnership with [redacted] for the writing of homeowner policies. This policy initiated through this partnership effective August 1, 2013 and subsequently renewed each year, most recently August 1, 2016 with an annual premium of $580. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 15th. With this billing method, there were twelve payments scheduled in the amount of $48.33 ($580 divided by twelve, with the final payment adjusted a few cents) to pay the annual premium in full with the first payment scheduled August 15, 2016.With our monthly Electronic Funds Transfer (EFT) payment option, the payment is submitted to your bank on the date you select. However, there may be a delay if the payment date falls on a weekend or holiday. In those cases, the payment will be processed the following business day. In addition, there may be a delay for your bank to process the payment and we advise our customer’s payments will be processed within 1-3 business days. If the funds are not available in your account at the time of withdrawal, a second attempt may be made by your bank within ten business days. If the second attempt is unsuccessful, the payment will be returned as unpaid and the following month’s EFT withdrawal will include the previous month’s balance in addition to a returned payment service charge if applicable. Our records reflect that we submitted the August 15, 2016 payment and on August 17, 2016 we were notified you did not intend to renewal the policy; therefore, we processed the cancellation effective August 1, 2016. You contacted customer service on August 26, 2016 to inquire about a recent withdrawal and we informed you that the August 26, 2016 payment in the amount of $48.33 was a “retry payment” of the August 15, 2016 EFT payment processed, which suggests the funds were not initially available. However, the payment was successful on the second attempt.Since your policy had cancelled effective the August 1, 2016 renewal, on August 29, 2016 we issued a $48.33 refund to your checking account ending in [redacted] for the payment received. However, on August 31, 2016 we were notified that a stop payment was placed on this payment. The $48.33 was debited back to the policy balance and a $25 returned payment fee was also applied, adjusting the balance due to $73.33.We issued a $78.33 bill ($48.33 refund + $25 returned payment fee + $5 bill fee) on September 15, 2016 due October 5, 2016. An email reminder and courtesy letter also issued to you on October 6, 2016 advising you to remit payment to prevent collection activity.As we did not receive your final payment, we forwarded the balance to a third-party collections vendor, Credit Collection Services, 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. I attached billing histories for both the 2015-2016 and 2016-2017 policy terms confirming the payments received and balance due. As a courtesy, I have waived the $25 returned payment fee and $5 bill fee leaving a balance of $48.33. As long as the $48.33 balance owed is paid or resolved with us directly or with C.C.S. on our behalf, your credit will not be affected.While we appreciate your concern, we were not notified of your intent to cancel this policy until August 17, 2016, after we had already requested payment. We refunded the $48.33 to you, and then the payment was returned by your bank, adjusting the balance due. Therefore, we billed you for the balance and sent you reminders to remit payment; however, we did not receive a response. The $48.33 balance remains due and we unable to waive. Ms. [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

Dear Mr. [redacted],This is in response to your January 22, 2015 additional correspondence to the Revdex.com regarding your automobile policy.  It was a pleasure speaking with you January 23, 2015 and I appreciate the opportunity to further respond.  As we discussed, our records did not reflect receipt of the 2A form indicating alternate coverage was obtained.  However, this form was received January 23, 2015 and I subsequently cancelled this policy effective November 23, 2014.  The balance due was adjusted to zero.  Mr. [redacted], 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]@libertymutual.com

April 12, 2016
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
RE: Complaint #: [redacted]
Homeowner’s Policy
Liberty Insurance Corporation: NAIC [redacted]
Dear Revdex.com:
Thank you for sending your inquiry regarding the above referenced policy....

This confirms that the policy was cancelled effective April 1, 2016. A cancellation notice was sent on February 11, 2016.
The customer asks for a full premium refund of $1,085. However, this was the premium for the full one-year term. As the policy was in effect from August 21, 2015 to April 1, 2016, we refunded the unearned premium (April 2, 2016 to August 21, 2016). The customer only paid for the number of days (out of the full policy year) that the policy was in effect.
I hope this information provides clarity regarding our decision and the premium refund.
Sincerely,

[redacted]. Compliance Analyst

Our records indicate that [redacted], Manager, contacted you by telephone on November 7, 2017 to discuss your inquiry to the Revdex.com and to explain to you the sttaus of your leave claim.

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. 
Unfortunately I have been in this position before with both [redacted] and [redacted] (among others) and the ball has been dropped.  I do not consider this resolved until the following occurs: #1 - I get confirmation that the policy is signed and in effect through both an email confirmation and confirmation via my online account.#2 - I would also like a response on what exactly happened prior to this and why the individuals disappeared and did not resolve this some time ago.  Since I have been dealing with this for some time, there should be some level of compensation I should receive for the wasting of my time with SEVERAL other incompetent customer service representatives I have had to deal with.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your correspondence received through the Revdex.com on May 19, 2016 regarding your homeowner policy.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond to your concerns. 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.  With that said, customers are advised they may request a re-evaluation of their policy each year if they choose. This information was included with your renewal packet every year since 2011. Current customers are not automatically required to have their policies re-evaluated each year, since there is a possibility they could end up paying a higher premium as a result.  Please note that a re-evaluation of your policy requires your approval, as it entails obtaining a new insurance score for a complete view of your most current information. At your request, we re-evaluated your policy after you contacted us about your price.  The re-evaluation resulted in a lower price and we offered to cancel your existing policy and implement a new policy for you effective May 14, 2016.  However, I regret you elected to discontinue your insurance with us. Since the re-evaluation was based on your most current information, the price quoted does not apply to your previous policy terms. For this reason, we are unable to backdate any changes. Mr. [redacted], I thank you again for reaching out with your questions and comments about your new policy price. I hope that I have answered all of your questions today. If not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist you. Sincerely, [redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions Operations

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, we certainly apologize for any miscommunication with the Electronic Funds Transfer (EFT) payments being in arrears. It was not our intention to disappoint you as our goal is to provide exceptional service. You elected to remit payments via our monthly EFT billing method, which allows for twelve installments drafted on the 30th of each month as your chosen bill date. If the billing date occurs on a weekend or holiday, it delays the processing until the next business day.Allowing our customers to submit payment in arrears is intended to allow our customers additional flexibility with payment remittance and the option to select any EFT withdrawal date they choose. Payment in arrears is applicable to many of our customers. The fact that we only require a down payment from our customers during the initial policy term confirms (unless our customers select to pay their annual premium in full with the first bill) that payment in arrears occurs regularly.You indicated the dates when payments were processed are not the same dates on your bank statement. It may take 1-3 business days for the payments to post, so there may be a day or two difference for this reason. I previously issued a billing history for each policy term. With this response, I attached statements reflecting all transactions, payments received and remaining balance due. I am unable to adjust your remaining balance due. As a courtesy, the $5 bill fee and $25 returned payment fees were waived; however, the $161.25 balance appropriately reflects the premium due for coverage afforded through the cancellation date. The fact that we provide coverage before we bill you for it does not warrant adjustment on the amount owed. It is an acceptable business practice to bill you for services after they are performed.Mr. [redacted], if you have further questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted] J [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted] Fax: [redacted]Enclosures

RE:  Personal Automobile Policy: [redacted]        LM General Insurance Company/NAIC: [redacted]              Dear Ms. [redacted],This is in response to your May 4, 2017 to the Better Business...

Bureau regarding your automobile policy. I appreciate the opportunity to reply and apologize for the delay in receiving your refund. This policy was scheduled to renew effective April 4, 2017.  We billed you on March 6, 2017 for the $2,420 annual premium.  After receiving the required documentation from your new carrier, we processed the cancellation at your request effective March 26, 2017 to correspond with the effective date of your new policy.  We received your $2,420 payment on March 17, 2017.  Since this policy was cancelled, a $2,476 refund was issued (including $56 from the prior term) on April 13, 2017.  Due to a printing error, the refund check printed without your name and address.  The refund was delayed due to this rare error.  It was a pleasure to speak with you on May 5, 2017.  After our conversation, we processed an ACH refund directly to your financial institution account.  When we spoke again on May 8, 2017, your confirmed receipt of the refund.  Ms. [redacted], I am so pleased that this concern has been resolved.  Additionally, I have enclosed the billing histories for your review. If you have further questions, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]

RE:      Personal
Automobile Policy: [redacted]            Liberty Mutual Fire Insurance
Company / NAIC: [redacted]          Dear Mr. [redacted],This is in
response to...

the November 25, 2015 correspondence to the RevDex.com.   I have been asked to respond to
your concerns.  Please accept my
apology for your service experience.  We expect our representatives to be
courteous and responsive to our customers’ needs.  I regret this is not consistent with what
occurred.  It is disappointing that we
did not follow through for a valued customer and I provided feedback to the
appropriate management to address.  Guaranteed Asset
Protection (GAP) extends the damage to your auto (comprehensive and collision)
to provide coverage for the difference between the outstanding indebtedness on
a loan financing purchase or lease agreement of a new vehicle and the actual
cash value of the vehicle when a total loss occurs.  GAP may only be applied at the time the
vehicle is added to the policy.  In addition, further
eligibility requirements for GAP are listed below: The vehicle is a new vehicle (not previously titled
under the motor vehicle laws of any state). The vehicle is a private passenger vehicle, motor
home, or four wheel vehicle with load capacity of 1500 pounds or less. On November 12,
2015, the 2015 [redacted] was added to this policy effective November 13, 2015.   You contacted our customer service
department again November 25, 2015 to discuss GAP coverage.  However, the 2015 [redacted] was ineligible for
GAP coverage as it was previously added to this policy.  Although we are
unable to apply this coverage, the annual premium would be adjusted from $1,475
to $1,547 if this coverage was chosen when the 2015 [redacted] was added to this
policy (the pro-rata premium may be adjusted depending on the effective date of
the transaction).  However, some leasing
companies automatically include GAP coverage.  Therefore, we recommend discussing this directly with your lessor.  Mr. [redacted], we
regret the inconvenience this matter has caused and appreciate you taking the
time to discuss your concerns. 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 Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]