Advanced Mechanical Corp.

Dear Mr. [redacted],This is in response to your April 18, 2015 correspondence to the Revdex.com regarding your tenant policy.  It was a pleasure speaking with you April 29, 2015 and I appreciate the opportunity to respond to your concerns.  This policy initiated effective...

October 4, 2012, subsequently renewing each year, most recently October 4, 2014.  You selected payroll deduction as your preferred payment method which continued on renewal.  You requested cancellation of this policy effective January 30, 2015.  After cancellation, a $41.11 balance remained on the policy reflecting premium due for coverage provided through the January 30, 2015 cancellation date.  Therefore, a final bill issued to your employer reflecting the updated $41.11 balance due.  However, you contacted our sales office March 17, 2015 and requested to discontinue payroll deduction.  Therefore, a request was submitted to your employer requesting they terminate payroll deduction for this policy. As shown on the enclosed billing history, multiple payments totaling $72.12 have been received since February 5, 2015 creating a credit balance of $31.01.  A $6.97 refund check was issued to you March 17, 2015 and two $12.02 refund checks were issued to you April 1, 2015 and April 17, 2015 respectively totaling $31.01.  As we discussed, our records did not reflect the new mailing address included on your correspondence to the Revdex.com.  I therefore issued a stop payment on the previous refund checks and requested a $31.01 check re-issued to you at the updated mailing address.  The approximate timeframe for delivery is seven to ten business days.   Mr. [redacted], we 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 SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####Enclosure

Ms. [redacted], We do understand that the amount billed by the shop is more than we have allowed for payment. Our estimate outlines the usage of the non-OEM part for the repair of your vehicle. We are in line with all state statutes surrounding the use of a non-OEM, quality replacement part. Your shop of...

choice, Collision 2 Custom, indicated that you insisted on the use of an OEM part. The choice of parts is yours; however, we do not owe for the difference in price between the OEM part used at your discretion and the non-OEM part included on our estimate for repair. We understand your concern regarding this issue, but in fairness to all of our insureds, we only owe payment for the damages that our insured is legally liable for. We apologize for any inconvenience this may have caused. [redacted]Sr. Business Analyst

Revdex.com:
during the month of December 2016 in which they claim I had a undisclosed incident specfically the 24 of December there was no claim or incident on any of the 3 cars I had insured so this statement is untrue further more if your not able to verify Ms. [redacted] driving record there could have been some type of notification  so we could look in to the situation on our end to help provide a solution. And as previously stated in the initial complaint we did not receive a notifaction of the  so called  intent to cancel our policy if so we would have dealt with this issue sooner and there would be no gap in coverage of auto insurance. The rep. who actually quoted or policy mention the right track program but we declined so I really don't know where that response came from I would really appreciate if someone actually listen to the recored call from the initial date we became a client of liberty mutual so they can hear what was really said and offered to [redacted] and what  there reperesntive of liberty mutual [redacted] told us and put in the system to provide us with a policy. Also a follow up call was made in reference to the adding the rental car coverage. Being that there discrepancy from the start of the policy I would apprciate someone looking into what I was told and what was agreed upon for us to enter a business relationship instead of people telling scripted things from a handbook I really would like someone to actually look into what was actually agreed upon  
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].  
 
Regards,
[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 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 does have an option for policyholders to cancel their policy online.  We cancelled this policy after we spoke with you on July 19, 2016 retroactive to July 2, 2016 which was the cancellation date you specifically requested. Second, your coverage was effective from January 16, 2016 through July 2, 2016.  The annual premium at the time of cancellation was $1,348.  Your policy was set to expire on January 16, 2017.  The balance prior to the cancellation was $681.93.  After cancellation, we credited your policy balance for the unused days of your policy term (from July 2, 2016 through January 16, 2017).  This amounted to a credit of $729 which left a credit balance of $47.07.  With my previous response, I enclosed a billing history detailing all the transactions and payments received.  The $47.07 refund amount is correct. Ms. [redacted], 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]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
  I am not aware of any auto insurance company that will provide a full months coverage without any payment. Your claim that when I cancelled at the end of the contract then still owed for the previous month is ridiculous. Also the attachment you provided shows a $0.00 balance.
Regards,
[redacted]

.

Dear Mr. [redacted], This is in response to your January 18, 2017 correspondence to the Revdex.com regarding your recent billing questions on your auto policy. 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.On December 29, 2016, your auto policy renewed, and was later cancelled at your request on January 14, 2017. Following your policy cancellation, a $108 bill was sent to you on January 16, 2017. This bill is due on February 5, 2017 and reflects only what you owe on your policy between its renewal and cancellation dates. When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. This information was also included with your most recent renewal packet issued to you November 22, 2016. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed:If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals. If we cancel this policy, any premium owed or premium refund will be calculated on a pro-rata basis. Additionally, you indicate in your correspondence that you were under the impression if you did not renew, the policy would not continue. The policy automatically renews unless we are notified you do not wish to continue the policy. Our records show a renewal packet was mailed to you on November 22, 2016 with the December 29, 2016 renewal information and we were not notified of your intent to cancel until January 13, 2017.In summary, the policy was active from December 29, 2016 through January 14, 2017 and no payment was received. In addition, the short-rate was applied in accordance with your policy provisions and the $108 balance remains due. I attached a billing history for your review.If you obtained coverage with another carrier prior to January 14, 2017, please send me a copy of your Declarations page by facsimile to [redacted]. Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due would be adjusted accordingly. Mr. [redacted], we are sorry to have lost you as a customer, but appreciate the time you allowed us to provide for your insurance needs. I hope all your questions have been answered today. However, 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]Attachment

Dear Ms. [redacted],   This is in response to your correspondence received through the Revdex.com on September 26, 2016 regarding your automobile policy. I apologize if you previously did not receive an adequate explanation regarding the balance owed. I am happy to answer your questions...

and hope to provide you with the clarity you are looking for.   This policy renewed August 15, 2016, and was later cancelled at your request September 25, 2016. At the time of the cancellation, our representative explained there would be a short-rate fee as a result of the mid-term cancellation. Following your policy cancellation, a $616.52 bill was sent to you on September 15, 2016. This bill was due October 5, 2016 and reflects only what you owe for coverage afforded between the renewal and cancellation dates. This balance remains due.   When your policy was first established, you may recall receiving a new business packet, which outlined some information on policy cancellations, including money owed after cancellation. This information was also included with your August 15, 2016 renewal packet. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed.   I regret you never received the itemized statements we issued to you on September 17th and September 19th. For your reference, I enclosed your billing history with this correspondence which details each transaction since the August 15, 2016 renewal.   Ms. [redacted], thank you again for your questions and comments. We are truly sorry to have lost you as a customer. I hope I have answered all of your questions today, but if there is anything else I can help you with, please feel free to contact me directly—I will be more than happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Tele: 1-[redacted] Fax: 1-[redacted]   Enclosure

I am unable to locate the policy with the information provided.  Please provide the name and address of the insured and the policy number if available so that we may investigate this concern.Thank you,[redacted]

Dear Mr. [redacted],
This is in response to your June 1, 2015 correspondence to the Revdex.com regarding your policies. I appreciate the opportunity to respond to your concerns.
Our goal is to provide exceptional service and keep our commitments. I apologize that we did not follow...

through in this instance and there was a delay in the cancellation of your policies. I have provided feedback concerning this matter to the appropriate management to review and address.
[redacted]
This policy initiated effective June 4, 2014 with an annual premium of $1,360.93. A $113.41 down payment was remitted at the policy inception adjusting the policy balance to $1,247.52. You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method for the remainder of the balance due.
Three $113.41 EFT payments were received (August-October) reducing the policy balance to $907.29.
You successfully completed the RightTrack program which offers an initial 5% enrollment discount and an additional discount for safe drivers, if applicable, after installation of a device and 90 day review is completed. The final discount was applied to this policy effective September 17, 2014 lowering the annual premium from $1,360.93 to $1,289.74. Seven $107.06 EFT payments were processed (November- May) and $50.85 pro-rata credit applied for the RightTrack discount and the policy balance was lowered to $107.02.
Although we had a prior record of your request to cancel this policy, I regret we did not process the cancellation until May 14, 2015. This policy was cancelled effective May 4, 2015 at your request as you indicated alternate coverage was obtained this date.
However, with respect to your request for an additional refund, there is no additional refund due. The majority of the EFT payment withdrawn in May reflected premium that was owed.

After a cancellation credit of $109.85 was applied to the policy balance for the unused portion of the policy term there was a $2.83 credit balance ($109.85 minus $107.02). A $2.83 refund issued to your bank account May 14, 2015. There is no further refund due.
[redacted] This policy also initiated effective June 4, 2014. The annual premium was $227.83 and an $18.99 down payment was remitted at the policy inception. Monthly EFT was then setup at your request.
Ten $18.99 EFT payments were received (August- May) reducing the policy balance to $18.94. This policy was also cancelled effective May 4, 2015 at your request.
A $19.33 cancellation credit was applied for the unused portion of the policy term creating a credit balance of $.39. No refund was issued due to the minimal amount.
These polices were in effect for eleven months and as shown on the enclosed billing histories, eleven payments were remitted. The premium charged appropriately reflects the premium due for coverage provided through the May 4, 2015 cancellation date.
Mr. [redacted], we regret your decision to cancel these policies 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]
[redacted]
[redacted]
[redacted]
[redacted]
Enclosures

To Whom It May Concern,   This is in response to the September 13, 2016 Revdex.com Complaint number [redacted].   From a review of our records, Liberty Mutual received a request during a telephone call from the complainant on August 8, 2016 to provide a quote for property...

insurance. When an applicant requests a quote by calling into one of our call centers, our standard practice is to collect information needed from the applicant to provide the requested quote. Our telephone sales representatives are trained to verbally provide an information disclosure stating that we access consumer report information such as claims histories, driving records, and credit-based insurance scores. Based on an applicant’s consent to continue, Liberty Mutual processes the quote request and accesses a credit-based insurance score through [redacted] using the applicant’s information as provided in the quote request. Here, our records show this process was followed.   Thank you the opportunity to address this concern. I hope you find this information helpful.

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 business continues to offer a nonsensical reply to why it will not answer questions about their insurance policies and contract. The representative wrote "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."  This is nonsensical. All insurance policies outline what is "covered" or not. Most insurance policies have listed exclusions in the details o the policy and/or contract. Without information about the policy exclusions I cannot make an informed decision to buy the policy or not. Perhaps I need to ask the question in a different way that more clearly asks what the policy is: I am seeking insurance that provides payment repair or payment for replacement following an incident damage of theft - particularly in the following circumstances: theft (in my apartment, in my or any auto and anywhere else in the USA) accidental damage by people passing by or animals by when I film outsideintentional damage by someone robbing me or otherwise attacking me or my property destruction of equipment if inside my auto if an accident occurs loss of equipment while located inside my vehicle if the vehicle is towed and items are stolen while in tow company's possession or un-recoverable. earthquake since I'm in CADoes your policy have an exclusions which would likely or certainly result in claim denial in any of those instances? ]
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].
The offer here is a $15 balance due, yet the on line balance now states a $10 balance due.  The fact is I made two $35 payments on a  12 month policy of$224(increased nearly 10% over previous year for an older vehicle with no claims on any policies). The policy was in effect 6/9/16 to 8/1/16, less than two months.  The policy along with two autos and a homeowners policy was canceled on 8/1/16.  The December bill, attached, does not show the two $35 payments that were made, on May 26 and June 22, 2016 .  The other attachment is the November statement showing a policy balance of $159 (224-35-35+installment fee +5=159).  I have spent several hours dealing with this on the phone every month.  Please explain your math.
Regards,
[redacted]

Good Afternoon,Thank you for forwarding the below response.  I have reviewed the response and found a couple of things that need to be addressed.I called Liberty Mutual on 5/12/14 to ensure a claim was filed.  I then...

contacted the adjuster, [redacted], and let him know I would be handling the subrogation on behalf of [redacted]  On 5/16/14, I emailed the adjuster the estimate and discussed me ensuring our vendor provides thorough itemization in their final billing.  The photos were emailed on 5/21/14 and the police report was sent the next day.  I heard nothing back from the adjuster until I emailed the final invoice on 7/15/14.  It was then Mr. [redacted] told me he was no longer working the claim.   It was not a surprise I was managing this claim.  There was no intential delay of document submission, I sent the necessary information the day the documentation was available to me.  Mr. [redacted] had my contact information and would have no legitimate excuse to circumvent me and mail the payment to the damaged branch, sans the assessment Liberty Mutual had paid for. This would be the equivalent of me mailing claim documentation to Liberty Mutual headquarters and hoping they know what the documentation was about and who it was to be sent to.  Not only did Mr. [redacted] do it, the third adjuster, [redacted] did it as well.  Please see the attached correspondence to Ms. [redacted] that clearly detailed pay instructions.No attempt was made by [redacted] or [redacted] discuss the assessment v charges assessment.  I wasn't aware an assessment was done by Liberty Mutual as a copy was not provided to me until very recent. You will see in the attached correspondence that I tried to discuss the discrepencises in charges with the adjusters but you will not see a response to any attempt as there wasn't one.  The third adjuster's method of handling was to ignore the communication and simply reissue the same insufficient payment.  At this point I emailed [redacted] (adjuster's supervisor) to request her assistance in resolving this matter.  She suggested I have my vendor and her assessor discuss the charges and see if the matter could be resolved.  I emailed all parties involved requesting our vendor and the assessor communicate and try to come to a resolution.  Within minutes their assessor email back and refused to discuss the charges v assessment.  See attachment for copy of said communication. I am pleased to see Liberty Mutual has agreed to have their assessment reviewed by an IPN.  I will also be having both our assessments reviewed by an IPN.  Considering the handling of this claim thus far, I do not trust the Liberty Mutual results to be unbias and will not agree upon an outcome based solely on data paid for by Liberty Mutual.  I would be open to the Revdex.com recommending a IPN completely unrelated to either party to ensure fair results?  I am open to suggestions that do not involve a resolution being decided by information provided solely by the adverse party.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]

Please see attached 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].. 
The response will be rejected due to the inconsistencies involved with Liberty Mutual's policies of un ethical advertisements.  The public does not need to be lead into filling out lengthy online forms only to be purposely stalled and forced to call in, be put on hold, and then re enter (verbally) all of the information previously entered on the online site, with a double increase in rate.  This has SCAM wrote all over it, and I feel the public should AVOID all contact with this company as Liberty Mutual is not a company that can stand by the principle of accident forgiveness if Liberty Mutual does not accept consumer's with Accidents, and that the company RELIES on FRADULENT ADVERTISMENT to lure in consumers illegitimately. 
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your February 28, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply.I regret the circumstances that prompted your contact and apologize for the inconvenience this matter has caused. 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.  Liberty Mutual has partnered with organizations throughout the country to offer insurance products to its members. Because you met specific criteria obtained through the promotional inquiry, Liberty Mutual mailed you such an offer. Promotional inquiries indicate a company has obtained name, address and other limited information so it can make an offer of insurance.  To prevent you from receiving additional offers such as this in the future, I removed you and Ms. [redacted]’ names 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.At Liberty Mutual, we always strive to give our customers the best price possible. Therefore, the savings advertised in the mailing have already been factored into your premium.In review of your current policy, you are receiving several policy and vehicle level discounts, including your affiliation through [redacted] Alumni Association. If you would like us to review your policy with you for any potential savings, please contact me at [redacted] between the hours of 9:00 a.m. – 5:00 p.m. Eastern Time. Additionally, we have a team of dedicated licensed insurance professionals available beyond normal business hours. They are available seven days a week at [redacted] from 8:00 a.m. – 10:00 p.m. Monday through Friday, 8:00 a.m. – 8:00 p.m. on Saturday and 11:00 a.m. – 5:00 p.m. on Sunday (Eastern Time).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 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 business responded and agreed to do the bare minimum in order to get my account off of their books.  They still owe me ~$7 for for the 7 days of renters insurance that they overcharged after the date that I told them I was planning on vacating the apartment.  The fact of the matter is that they do not have sufficient computer systems in place or quality customer service to overcome their mistakes.  I would never do business again with Liberty Mutual and be subjected to deal with their accusatory, unapologetic, customer service.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your July 20, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for your service experience. It is always our objective is to be responsive...

to our customers’ needs. I regret this is not consistent with your service experience. Feedback was provided to the appropriate management so we may review what we could have done differently to ensure a positive experience. First, you mentioned Liberty Mutual's cancellation of your home insurance policy for unknown reasons. I would like to provide some clarification. On April 18, 2017, over two months prior to the renewal date, renewal documents issued to you confirming the coverage and premium applicable to this policy. Included with the renewal packet was a Declarations page outlining the $960 annual premium, along with a North Carolina Consent to Rate (CTR) form. The first page of the renewal packet stated the following: ACTION REQUIRED: SIGN & RETURN ENCLOSED "CONSENT TO RATE" FORMPlease note that our offer to renew your policy requires an increase in premium. If you agree to this increase, please complete and sign the enclosed Consent to Rate form, and return it to Liberty Mutual. If we do not receive your signed Consent to Rate form, your policy will NOT be renewed.When the CTR form was not received, a nonrenewal letter issued May 8, 2017 advising the reason for the non-renewal was failure to return the signed CTR form included with the renewal. I enclosed a copy of the renewal packet and non-renewal letter for your review. On July 13, 2017, the Consent to Rate form was received and the coverage was reinstated. I also enclosed a copy of the reinstatement letter. When we reinstate coverage, the policy is placed back in effect the date that the policy was cancelled. Therefore, coverage was effective from June 30, 2017 through July 20, 2017 and premium is due for this time. If a loss occurred during this time, coverage would have been provided per the terms and conditions on the policy. We are unable to waive premium for the time the policy was in place.  Regarding your desired settlement, our records show when we processed an endorsement change to reduce your coverage effective July 15, 2017, a $190 refund check was issued to you. However, a stop payment was placed on the check (check number [redacted]) on July 19, 2017.After receiving the written cancellation request indicating you wanted to cancel the policy effective July 20, 2017, the cancellation was processed. A $910 refund check was mailed to your home address. Please allow seven to ten days for receipt. While we are truly sorry your experience was unfavorable, we are unable to compensate you for time or inconvenience. Your feedback will assist us in determining the areas we need to focus on in the future to ensure we consistently provide exceptional service. Mr. [redacted], I am sorry your service experience led to your decision to find another insurance carrier and that we will no longer be providing for your insurance needs. We appreciate the time you allowed us to protect what you value most. If you have any further questions, concerns or feedback to share, please feel free to contact me directly. I will be happy to assist you. Sincerely,[redacted] J [redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]
Enclosures