Advanced Mechanical Corp.

Dear Mrs. [redacted],This is in response to your March 28, 2016 correspondence to the Revdex.com. I am truly sorry we lost you as a customer and appreciate the opportunity to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile policy.  My...

hope is to provide the clarity you are looking for.First, I would like to provide a little background.  This policy renewed October 1, 2015 with an annual premium of $2,850.  There were twelve monthly Electronic Funds Transfer (EFT) payments of $237.50 ($2,850 divided by twelve) scheduled to pay your premium in full.  With EFT, payment in arrears is permitted.  Although your policy renewed on October 1, 2015, the first payment was not scheduled until October 30, 2015.  Your $237.50 EFT payment was returned unpaid by your financial institution on November 1, 2015 since the account was closed.  In addition, a $25 returned payment fee was applied to the policy.  The balance due adjusted to $2,875.We were unable to continue the EFT due to the account closure and the billing method was changed to direct bill.  With direct bill, a $4 bill fee applies to each bill issued.   In addition, fewer bills issue which results in a higher payment amount.  Instead of eleven remaining payments of $237.50, you now had nine bills remaining of $294.28 (unbilled balance of $2,612.50 divided by nine + $4 bill fee).  Your balance was adjusted to $2,879 with the bill fee added.A $556.78 ($237.50 past due, $25 returned payment fee, $4 bill fee plus $290.28 current month) issued to you November 30, 2015 due December 20, 2015.  A $556.78 payment was received on December 15, 2015 and your balance was adjusted to $2,322.22.Your next $294.28 bill issued to you on December 30, 2015 due January 19, 2016. When this bill was not paid a $588.56 ($294.28 current month + $294.28 past due) bill issued to you February 1, 2016 due February 21, 2016.  Your balance was adjusted to $2,330.22 with the $8 in bill fees.  A $588.56 payment was received on February 5, 2016 and your balance was adjusted to $1,741.66.  Another $294.28 bill issued on February 29, 2016 due March 20, 2016 with $4 bill fee.  Your balance was $1,745.66.  However, no payment was received in response to this bill.This policy was cancelled at your request effective March 1, 2016.  After the cancellation, a $1,670 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $75.66.  We issued a final $75.66 bill to you March 4, 2016 due March 24, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions.Thank you for your $75.66 payment received March 28, 2016.  This policy currently reflects a zero balance.  Mrs. [redacted], thank you for contacting us with your billing questions.  Again, I am sorry we lost you as a customer and 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [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. 
I've had an insurance policy with [redacted], Auto Policy - [redacted], MI Coverage from 07/11/2015 to 01/11/2016. In June 2015 I did not have the money to pay for the policy with  Liberty Mutual Group. I do not have internet access and the complaint was closed too soon for me to reply.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. 
Even with what you said (higher cost for everything), there is no justification to increase at such a high rate (15%-20%) for a custom with only one not-at-fault claims in the last five years. Will shop around.   
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. We not getting any where just going back and forth I need to pay $224 dollars I'm not satisfied with the out come cause it's seems like I'm paying more money but I will never deal with this company again I don't appreciate how I was treated that's why I left and you all still sent me to collection without sending me bills I CONTACT you all nothing was sent to me but a collection bill thanks for nothing just won't refer or communicate with this company again thanks
Regards,
[redacted]

Good afternoon,Attached is the response from the Team Manager.Thank you

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 am arguing the fact that someone from your company told me I can file the vandalism all under ONE claim regardless if it occurred on more than one occasion. To top it off the way I've been talked to by [redacted]/liberty mutual staff is unacceptable. The fact I was called a liar and was accused of vandalizing my vehicle myself and looking for an issuance payout (even though I have asked repeatedly for the check to be sent to the body shop) wasn't even addressed.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. 
When Ms. [redacted] called me, I mentioned that we are very unhappy about the way we were treated and that [redacted] never gave us a reason on why our rate was increased by over 15%.  We didn't even get a response from [redacted] on why we had such a huge price increase without having a claim.  She mentioned that we signed up for paperless option but I don't remember when we did that.  Maybe [redacted] did it on our behalf.  The reason people sign up for paperless option is to save tree but we are still receiving advertisements personalized to our names from Liberty Mutual.  I am not sure how LM can still send commercials but not the notice for this huge price increase.  Also I would still like to get refunded the difference between the two prices even though it's not much.  It's the matter of integrity!  
Regards,
[redacted]

Hello -
Please see attached response along with a copy of the denial letter and appraisal.
Please let me know if you need additional information.
[redacted]
Liberty County Mutual Insurance Company

March 20, 2015Revdex.com oDear Sir or Madam:I am writing in response to the March 10, 2015 follow-up to the complaint filed by [redacted] with the Revdex.com (“Revdex.com”) on March 2, 2015 regarding the life insurance policy listed above.  In his follow-up complaint to the Revdex.com, he asked Liberty Life Assurance Company of Boston (“Liberty Life”) to apply all payments to the outstanding loan and waive the loan interest.   Our service center management has been in contact with Mr. [redacted] several times since this follow-up complaint was received.  They provided him with further explanation of the payments that were received and Mr. [redacted] verbally conveyed to Liberty Life the debits from his bank account.  In comparing Liberty Life’s records with Mr. [redacted]’s records, both loan payments and premium payments were not made during all of the months in question. Management has informed Mr. [redacted] that we cannot apply all of the payments we received directly to the loan because that would cause his policy to lapse for non-payment of the premiums due.  Mr. [redacted] has agreed to pay the premium amount that is needed so that Liberty Life is able to apply all of his previous payments as loan repayments.  Upon receipt of that premium payment, Liberty Life will promptly make those adjustments.  In addition, as a courtesy to Mr. [redacted], Liberty Life has agreed to waive a total of $271.30 in loan interest.If you have any questions or concerns, please contact me at the address listed below.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

I did receive a declaration page stating the amount of my annual premium $2886.50. However it did NOT AT ALL mention anything about the rate being higher and that the Multi-Policy discount was taken away. It did NOT mention there was an ERROR. It was up to me as the customer to notice the change and up to me to inquire about the change. If I didn’t pay close attention to detail, I probably would have paid the higher rate. This business practice is deception and fraud. The proper business etiquette would have been a direct call to my phone to properly inform me of the error. This did NOT happen. Liberty Mutual was probably betting that I didn’t catch the deception. I’m also aware that in the car insurance industry that there is a very specific margin that ALL can insurance companies work off of. I find it highly suspicious that I went to another well-known carrier to get a very similar quote of $2500.00 for the exact coverage line by line. And yes that quote is with-out getting a Multi-Policy discount. With that being said, I do NOT accept an apology from Liberty Mutual. That apology is merely back tracking and covering the mistake of being exposed with this highly immoral and unethical bait/switch business practice of deception and fraud.

Please see the attached response to complaint # [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]

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 correspondence to the Revdex.com. I am truly sorry to hear after many years as our customer you decided to cancel your policy. I appreciate the opportunity to respond. Please accept my apology for your unfavorable service experience. Our...

objective is to be responsive to our customers’ needs and to provide courteous and knowledgeable service. I regret this is not consistent with what you described. Feedback has been provided to the appropriate management so we may review what we could have done differently to ensure a positive experience for a valued customer.However, with respect to your concern that you never heard back from us after you reached out, our records reflect we reviewed the policy to see if there were any opportunities for savings and attempted to contact you by telephone on October 3, 2016. We were unsuccessful in reaching you so we left a message for you on October 3, 2016 confirming you had the best rate we could offer. Regarding your premium, while we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. I am unable to speak to the premiums offered by alternate insurers. Each insurance company calculates its own rates partially based on past loss experience and expenses. There is no universal rate charge by all insurers. The products and services offered may also differ. With your renewal packet issued on August 25, 2016 (over one month prior to the renewal date) there was information outlined regarding policy cancellations, including money owed after cancellation. It states the following: 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. However, making or offering to make the refund is not a condition of cancellation. You spoke with a customer service representative on October 6, 2016 and indicated that you had coverage in place to start the next day. This policy was cancelled at your request effective October 7, 2016. Your balance prior to the cancellation was $3,504.08. After the $3,259.80 cancellation credit was applied, your balance adjusted to $244.28. If the policy had been cancelled with no penalty, your credit after cancellation would have been $3,478.48, a difference of $218.68. The short-rate penalty is therefore $218.68. While we acknowledge you have been a valued customer for many years and regret you were not anticipating the premium balance due, please understand that the short-rate was applied in accordance with your policy provisions. We had previously notified you in writing of the short-rate provision and are unable to make an exception. Mrs. [redacted] we appreciate the time you allowed us to provide for your insurance needs. 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] [redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]

Better...

Business Bureau:
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]

My landlord gave me the claim number and want me to file the claims against their insurance company which is Liberty Mutual Insurance. I did not sign any agreement with Liberty Mutual Insurance adjuster regarding to my loss . I turn in my loss items list on October 11, 2014 and it on Saturday morning . The police department day is the 14 maybe because the weekend .  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]

The claimant in this case, [redacted], submitted a claim to our insured [redacted] and Company.  The claimant rents a space from our insured to operate a nail salon.  On the date of loss, the claimant alleges that someone from our insured left a door unlocked at...

the adjacent space.  This allowed an unknown perpetrator to enter his space illegally.  The claimant has made different statements regarding whether he was leaving for a trip or just returning from a trip.  In both cases, he contends that he had two suitcases that were stolen.  In the suitcases, Mr. [redacted] alleges there was about $60,000 in clothing per the attachment.  Ironically, when the police department arrived to complete a report for the incident, Mr. [redacted] did not mention the suitcases or the clothing.  It was not until days after the incident that he called the local police department and asked for an addendum to add the additional items.  There have been several inconsistencies in Mr. [redacted]'s story to include reasons that he did not advise the local authorities right away.  Most important in this case is that Mr. [redacted] appears to have only had a minimum limits personal insurance policy for his belongings - in the amount of $20,000.  This, of course, caused him to seek to have the personal items covered under alternate coverage.  However, as part of the lease agreement signed by Mr. [redacted] with our insured, he is required to carry appropriate coverage for his equipment and personal belongings as outlined in Section 18. Tenant's Insurance: At all times during the Term, Tenant shall keep in force at its own expense, with insurance carrier(s) having an A.M. Best rating or its equivalent of A-VIII or better, the following:  - Special Form Cause of Loss Policy insuring an amount equal to at least the 100% full replacement cost of Tenant's betterments, improvements, fixtures, furniture, equipment, (including HVAC systems servicing the demised premises) and all other items of personal property of tenant whether or not located on or within demised premises.  The deductible shall not exceed, $1,000.The lease agreement also reads as follows in Section 19 - Indemnification:-  Tenant covenants and agrees that it will protect and save and keep Landlord forever harmless and indemnified against and from (i) any penalty or damage or charges imposed for any violation of any law or ordinance, whether occasioned by Tenant  or those holding under Tenant; (ii) against and from all claims, loss, cost, damage or expense arising out of or from any act, omission or negligence of Tenant, or Tenant's contractors, licensees, agents, servants, invitees, concessionaries or employees, or arising from any accident or other occurrence on or about the demised premises...In this case, due to the discrepancies in the claimant's account of what happened, his delay in reporting the stolen personal items to the local police department and the clear language in the lease the claim was denied.  The claimant has spoken with numerous adjusters and managers at Liberty Mutual appealing the decision that was made and mentioned that he would continue until he received a different response.  There are numerous notes in his claim file that confirm countless lengthy conversations with Mr. [redacted].  At no time during the investigation was an adjuster or manager rude to Mr. [redacted] or delay giving him a response regarding the current status of his case.  Mr. [redacted] expressed that he did not agree with our decision and this seems to have prompted his desire to pursue this further.  As an insurance company, we have an obligation to each claimant who pursues a claim to fully investigate and make the right decision based on the case facts.  In this case, there was not an obvious obligation on the part of our insured to resolve this claim based on the aforementioned.Attached are copies of the police reports, the list of stolen property and the lease agreement.Please feel free to contact me directly should you have any further questions.[redacted]Claims 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. 
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your May 22, 2015 correspondence to the Revdex.com regarding the quote you received. Please accept my apology for the unsolicited quote initiated by our sales office. We value your personal privacy and appreciate your willingness to share...

your experience as it is helpful in identifying areas where we are not consistently meeting our service standards or our customers' expectations.
You currently have an active tenant policy with us and our sales office initiated a quote on March 31, 2015 to offer you a proposal for an automobile policy. Bundling automobile and homeowner, condominium or tenant policies may result in a favorable premium. As an existing customer, your contact information was already on file.
However, Liberty Mutual Insurance provides training to its sales personnel to provide a full insurance quote only if the request is initiated by the customer and consent is received. Initiating this quote prior to contacting you is not consistent with our implemented procedure. I have notified the appropriate management and taken additional measures to prevent a recurrence of your concern.
Mr. [redacted], you are a valued customer and we regret your experience was unfavorable. Please feel free to contact me directly if you have any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####