Advanced Mechanical Corp.

Dear Mr. [redacted],This is in response to your January 16, 2015 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  We have reviewed your request to cancel this policy effective November 23, 2014;...

however, we have not received the 2A form (Transfer of Insurance) from your current insurer.  In the state of Massachusetts, the new insurer must notify the prior carrier before the cancellation may be processed.  The most common form of verification is a 2A form bearing the registry stamp of the new insurer and on company letterhead issued by the new insurer or signed by the producer for the new policy.  Our records reflect we discussed this requirement with you numerous occasions, most recently December 21, 2014.  However, I regret we have not received the requested documentation.Upon receipt of the 2A form, I will cancel this policy and the balance due will be adjusted accordingly.  This document may be forwarded to me as an email attachment or sent by facsimile to the fax number listed below.  Mr. [redacted], we regret your decision to cancel this policy.  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

Dear Mr. [redacted], This is in response to your additional March 7, 2017 correspondence to the Revdex.com.  I regret you were unsatisfied with my previous response. It was meant to provide a history of the communication we received regarding your home on [redacted]. Although there were many moving parts, including changes in the named insured, we were not notified that your insurance needs had changed for that location. Therefore, while we appreciate your concern, our position remains unchanged.As you stated, we are the experts regarding insurance. In the same respect, you are the expert of your needs and the changes in your life. We are neither able to assume the status of your personal situation, nor do we automatically move customers from one policy type to another. We remained available to discuss your policy since inception in 2013 and only became aware of this concern on February 24, 2017.We have over 100 years’ experience providing insurance needs and do have customers that insure two homeowner policies within a short distance. If you own the home, live there part-time or seasonally, furnish it with your belongings, and do not rent it out to others, a homeowner policy would be required. For example, I have family members that insure their main home and their lake home, both as homeowner policies, with a distance of only 15 miles between the properties. The argument that one cannot own two properties that are residential, and insure as such, is inaccurate.Additionally, payment was made for a loss dated August 31, 2015 on the [redacted] policy under the Home Computer Endorsement. This coverage would not have been applicable under a long-term rental policy, as it would only insure the building and not your personal property. As you stated, the August 23, 2016 claim was filed; however, you did choose to pay out-of-pocket due to the difference between the deductible and the tree damage.Mr. [redacted], you are a valued customer. Again, if you would like a quote to rewrite the [redacted] policy to a landlord policy going forward, please contact me and I will coordinate this for you. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care Unit

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. Liberty Mutuals' response is exactly what was communicated to us when we tried to inquire about insurance of an unoccupied homestead. This was back in September 2015 and when we were informed of the conditions we decided our home insurance would not benefit if we continued with the policy and that is why we notified the company that we did not need the insurance but they seem to have continued insuring the property even if they knew that we knew the home would not be covered. All they are doing now is deny the fact that we had discussed the issue several times before the end of October last year. If we had already been informed that our home would not meet the conditions of securing insurance, why would we go ahead and accept a policy that we would not benefit from. liberty Mutual is trying to force a payment down our throats and that is totally unacceptable to us. We have insured our homes and autos with Liberty mutual for many years but this time we cannot accept their claim for its baseless.
Regards,
[redacted]

The accident occurred on 1/7/16 and yes we are closed over the weekend so the adjusters received the claim on 1/9/16 and made contact immediately. We have reviewed the steps needed for medical treatment and payment, have placed Mr. [redacted] in a rental vehicle and we are working with Mr. [redacted] and his...

preferred shop to get an estimate of his damages to then complete repairs on the vehicle. We will continue to work with Mr. [redacted] on settlement for all aspects of the claim. If anything else is needed my direct phone number is [redacted].Thank You,[redacted]Auto Team Manager

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.[redacted] contacted me by email and we found a time when we could speak over the phone.  She helped me lower the cost for the insurance and also helped me get set up for monthly payment which was a huge help since I've always had to pay the full amount at one time.  She did an excellent job helping me and I am very grateful that everything has been taken care of and will make it easier for me to keep the insurance at a safe amount. Regards, [redacted]

Dear Ms. [redacted], This is in response to your May 7, 2015 correspondence to the Revdex.com regarding your homeowner policy.  I regret your service experience did not meet your expectations and appreciate the opportunity to respond to your concerns.  This policy initiated...

effective June 10, 2014.  You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method at the policy inception.  You contacted our customer service department December 23, 2014 and we removed you from EFT and placed you on monthly direct bill at your request.  Our customer service department spoke with you again on December 30, 2014 and January 9, 2015 to discuss the billing on your homeowner policy.  Our records do not reflect a request to cancel the policy at this time.    After consecutive bills issued to you December 29, 2014 and January 29, 2015 remained unpaid, a cancellation notice issued to you February 23, 2015 advising a minimum payment of $296.74 was required prior to March 10, 2015 to prevent cancellation of this policy.  No payment was remitted and this policy cancelled effective March 10, 2015 for non-payment of premium.  After cancellation, a $293.49 bill issued to you March 17, 2015 due April 6, 2015 reflecting premium due for coverage provided through the March 10, 2015 cancellation date. The $293.49 payment was not received and the balance was referred to collection April 27, 2015.  Liberty Mutual Insurance uses a third party vendor, [redacted] ([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.  You stated in your correspondence to the Revdex.com that you obtained new coverage in January 2015.  Please forward a Declarations page indicating the date alternate coverage was obtained and I will amend the cancellation date to correspond with this date.  The balance due will be adjusted accordingly.  Since our records do not reflect a prior request to cancel this policy, we are unable to waive this requirement.  Ms. [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.Enclosure

RE:  [redacted]
       [redacted]
       [redacted]  
       [redacted]...

[redacted] Dear Ms. [redacted], This is in response to your November 7, 2016 correspondence to the Revdex.com. I am truly sorry for your unfavorable experience and appreciate the opportunity to respond.First, I will provide a little background. At the policy inception, the application and new business packet issued to you confirmed the October 29, 2015 effective date. Changing the effective date would require cancellation of the existing policy and implementing a new policy with an alternate policy term. A new policy number is assigned and new contract issues. In addition, the premium may be higher if a new policy is implemented with a later effective date as the rating factors change. For example, the Early Shopper discount is partially based on how soon you implement a policy in advance of your existing policy expiration date. With respect to the balance in collections, after this policy was cancelled effective September 15, 2016 a final $44.83 bill issued to you September 14, 2016 due October 24, 2016. As we did not receive your final payment within 21 days of its due date, we forwarded the balance to a third-party collections vendor, [redacted], which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. I apologize if you were surprised by this course of action, but it is one we must take when we do not receive final payments on cancelled policies. As a courtesy, I removed the $5 bill fee. However, the $39.83 remains due.In summary, although our position remains that the premium is owed, at the same time we expect all our representatives to be responsive, to provide thorough explanations to our customers and to follow through with their commitments. We regret this is not consistent with the interactions you described. Our records do not reflect you notified us of any concerns about the effective date of the homeowner policy until after the policy was cancelled. However, your correspondence indicates otherwise. If you have any additional information to provide that you would like me to review, please forward it to me directly by email [redacted] or by fax to [redacted] Once received, I will respond further. Ms. [redacted], thank you for contacting us. I am truly sorry we have lost you as a customer. If you have any other questions or feedback to share, please also do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care Unit[redacted]

Please see the 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]. Please add your rejection comments below. 
[You intended to scam me right from the beginning. Why would I want the policy to be rewritten if I cannot trust you?]
[redacted]

Dear Mr. [redacted],
This is in response to your June 5, 2015 additional correspondence to the Revdex.com regarding your homeowner policy. I appreciate the opportunity to further respond.
This policy initiated effective June 1, 2012, subsequently renewing each year. Upon renewal each year, renewal documents issued to you indicating the annual premium and coverage purchased.
There is no standard premium universally charged by all insurance carriers. Each carrier rates policies in accordance with their own rating practices partially based on their own loss experience. Our records do not reflect you were overcharged and a lower quote obtained with an alternate carrier is not an indication you were overcharged. The premiums we charge are the rates needed to ensure we meet our financial obligations to our policyholders. Your premium appropriately reflected your risk profile and your claims-free history. There is no refund due.
Mr. [redacted], if you have further questions, 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: ###-###-####

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]. . 
 
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].. 
]apparently Liberty has incorrect records on the vehicle's that does not match up to my account. as stated in their response that the 2000 [redacted] was sold, the [redacted] was and not has been sold to date. the [redacted] has a non op from DMV as liberty mutual received a copy of this document and insurance was taken off this vehicle due to that reason. as for the [redacted], that vehicle was sold. so basically this is the reason I have received a outstanding bill, because my account was to updated properly and I was being charged for vehicles that Ford had a NON OP and [redacted] was sold? and both of these were clearly sent the DMV NON OP and Phone call was made to cancel insurance on the [redacted] the day it was sold as both issues are on record for the dates at the DMV. I would like copies of these records and billing in question that was stated in the response from Liberty.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your March 26, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to your concerns. Please accept my apology your service experience did not meet your expectations. Your willingness to...

share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectations. Our objective is to be responsive to our customers’ needs and to provide courteous and knowledgeable service. I regret that we did not follow through.
Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future.
Our records indicate that gap coverage was added to your 2014 [redacted] with Vehicle Identification Number (VIN) [redacted] effective the October 1, 2014 inception date. This coverage was afforded for your December 4, 2014 claim.
This vehicle is no longer listed on the policy and has been replaced with a 2014 [redacted] with VIN [redacted]. This replacement vehicle does not carry gap coverage. However , our records reflect you instead elected to carry Better Car Replacement coverage for your new vehicle. I mailed a copy of your Coverage Selections page to you under separate cover. Please review it and ensure your coverage meets your needs. If you require any amendments to your policy, please notify me and I will be happy to assist you with any changes.
Mr. [redacted], you are a valued customer and we thank you for allowing us to provide for your insurance needs. If you have further questions or concerns, please also feel free to contact me.

LM General Insurance CompanyPersonal Insurance[redacted]Phoenix, AZ 85021###-###-#### November  26, 2014  Revdex.com of Eastern MA, ME, RI, & VT[redacted]...

[redacted] RE:      Claim Number: [redacted]                    Policy Number: A[redacted]                         Date of Loss: October 18, 2014                                              Complainant: [redacted]                                          NAIC Number: [redacted]    To Whom It May Concern:This letter is in response to your inquiry dated November 18, 2014. A copy of your letter has been forwarded to me for review. This letter will serve as our response to the complaint.We have reviewed our file and investigation of this claim. This loss occurred on October 18, 2014 and was reported to Liberty Mutual on the same day by Ms. [redacted].  A recorded statement was obtained fromour policyholder Ms. [redacted] on October 20, 2014.  Ms. [redacted] reported she was driving her 2008 [redacted] South on Dixie Highway approaching Okeechobee Blvd.  She had a yellow flashing light.  When entering the intersection of Okeechobee Blvd, Ms. [redacted] had already entered the intersection and impact occurred.  Ms. [redacted] is attorney represented and did not provide a recorded statement until November18, 2014.  Ms. [redacted] reported she was driving her 2009 [redacted] East on Okeechobee Blvd.  The lights at this intersection were flashing red.  Ms. [redacted] stopped and then continued through the intersection.  Upon entering the intersection Ms. [redacted]’s vehicle was struck on the driver side door by Ms. [redacted]’s vehicle.  Ms. [redacted] was injured in the auto accident.  She has an open bodily injury claim that is being handled by claims specialist [redacted].  Due to the injury, Ms. [redacted] conducted the liability investigation.  Liabilitywas finalized on November 19, 2014.  Mr. [redacted], the owner of the 2009 [redacted], was reached out to on November 26, 2014 by Mr. [redacted] in attempts to discuss the liability decision.  Mr. [redacted] had to leave a voicemail for Mr. [redacted]. At this time settlement of the property damage claim is still pending.  Liberty Mutual will continue to reach out to Mr. [redacted] to resolve this matter.   We apologize for any frustration Mr. [redacted] has experienced during the claims process. If you have further questions or concerns, please contact me at ###-###-####, extension [redacted] or [redacted] Sincerely,  [redacted]Personal Insurance Claims Team ManagerLM General 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. I have know idea what the letter is going to say so I cant possible agree to something before I read it.
Regards,
[redacted]

please find attached a letter with Liberty Mutual's response.

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com.  I apologize if our previous response did not meet your expectations and appreciate the opportunity to further reply.  While we regret any miscommunication that occurred regarding the account information you provided, your balance owed is based on the premium due for coverage afforded through the cancellation date.  We are unable to calculate premium owed based on a premise that you would have cancelled earlier when this did not occur.   Second, you were enrolled in the RightTrack program at the inception of the policy effective May 26, 2016 and an initial 5% discount was applied to the policy. The discount was only removed after we did not receive the signed Terms and Conditions form required to participate in the program.   As you stated, a prorated charge of $93 was added to your policy.We later received the signed Terms and Conditions and you were enrolled again in the program effective July 21, 2016.  The prorated credit of $83 was applied to the policy based on when you complied with the requirements of the program.  We are unable to backdate the addition of the discount to the date you were opted out since you had not returned the Terms and Conditions at that time.  In addition, after the RightTrack discount was added again, it remained on the policy through the cancellation date, it was not cancelled again as you indicated.We appreciate your $172.69 payment received August 25, 2016.  As a courtesy, I waived the $5 bill fee included on your final bill. Your balance due has been adjusted to $82.23.  This amount remains due.Ms. [redacted], thank you for contacting us.  I am truly sorry we have lost you as a customer and regret our relationship did not end on a positive note.  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: ###-###-####  Fax: ###-###-####

Ms. [redacted], Please find our response to this matter enclosed. [redacted]Sr. Business Analyst

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]