Advanced Mechanical Corp.

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I received a letter from the collection agency and they informed me that I owed for January and February I told them those payments came directly from my bank account.  They asked me to send them copies of bank statements proving that I did. I was told that info would be sent to Liberty Mutual.  I did not hear back, so I called them the last week of July and they informed me that Liberty Mutual had them to close out the account I took this as I did not owe them any thing else.  Then all of a sudden I am getting phone calls from another collection agency now say I owe for March and April.  I cancelled in April and Liberty took a payment on April 4, now Liberty Mutual is talking about the payments they are asking for has to do with being part of a cancellation policy.  I still say they are lying and we spoke to one of their representatives in April and told them we plan to change carriers and they said we had the right to do that and did not mention ay of the bull they put in their response.  I want further investigation done on this company, because they had a class action suit against them last year for writing false claims.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your additional concerns as stated to the Revdex.com regarding your previous homeowner policy. I appreciate the opportunity to further respond.
This policy renewed on February 22, 2014; however, the first Electronic Transfer (EFT) withdrawal was not submitted to your financial institution until March 17, 2014.
Your annual premium was $2,930. When a policy is cancelled, we credit the policy balance for any unused days (unearned premium) remaining on the policy term. This policy was in force from February 22, 2014 through November 11, 2014, or 262 days. At the time of cancellation, the policy balance was $976.64. Since the policy term is 365 days, we credited your policy balance $826.46 as indicated on the billing history previously provided to you. This amount reflects 103 days of unearned premium credit, or the unused portion of your policy term. After this cancellation credit was applied, the remaining balance due is $150.18. This $150.18 balance is not a fee for cancelling your policy, but is premium due for coverage afforded through the November 11, 2014 cancellation date. The $150.18 remains due.
Mr. [redacted], 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: [redacted] | Fax: [redacted]

Please see attached.

Dear Mrs. [redacted], This is in response to your July 25, 2016 correspondence to the Revdex.com.  I am truly sorry we have lost you as a customer, but am happy to answer your questions in the hopes of providing you with the clarity you are looking for.Please accept my apology for...

your unfavorable service experience.  I regret any misunderstanding regarding your balance due after the policy was cancelled.  I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.  Regarding your balance owed, I would first like to provide a little background.  Your auto policy was created on October 1, 2011 and renewed each following year, most recently on October 1, 2015 with an annual premium of $3,662.73.  This policy was cancelled at your request on April 29, 2016. When you first set up the policy, you elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method, which continued for the renewal term.  There were twelve EFT payments of $305.23 scheduled to pay your premium ($3,662.73 divided by twelve).  We received six payments of $305.23 totaling $1,831.38 and your balance due adjusted to $1,831.35.Per your request on April 25, 2016 we discontinued the EFT and the billing method was changed to direct bill.  With direct bill, a bill fee may apply to each bill issued.   In addition, fewer bills issue with direct bill which results in a higher payment amount.  Instead of six remaining payments of $305.23, you now had four bills remaining of $457.84 ($1,831.35 divided by 4).A $460.84 bill ($457.84 + $3 bill fee) issued May 2, 2016 due May 22, 2016.  However, no payment was received. You balance was adjusted to $1,834.35 with the $3 bill fee added.This policy was cancelled at your request effective April 29, 2016.  After the $1,211.12 cancellation credit was applied to the policy balance, there was a remaining balance due of $623.23.  A $623.23 bill issued to you May 4, 2016 due May 24, 2016.  This amount reflects the premium owed through the April 29, 2016 cancellation date based on the short-rate provisions applicable to this policy.  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. It states that if a customer cancels a policy mid-term, there is a “short-rate provision,” or penalty, applied to the balance owed.As we did not receive your final payment, we forwarded the $623.23 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.  The $623.23 balance remains due. I enclosed a billing history detailing all the transactions. In summary, this policy was active for seven months. However, we only received six monthly payments.  The amount of payments received plus the short rate provision resulted in the final balance due.Mrs. [redacted], thank you for contacting us with your billing questions. Again, I am truly sorry that we have lost you as a customer, but I hope that I have answered all 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 UnitPhone: [redacted]  Fax: [redacted]Enclosure

RE:   Homeowner Policy: [redacted] Liberty Mutual Fire Insurance Company/NAIC: [redacted]                              ...

        Dear Mr. [redacted],This is in response to the May 19, 2107correspondence to the Revdex.com.   I have been asked to respond and I appreciate the opportunity.  .  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.  To provide some background, your policy initiated June 21, 1995 and subsequently renewed each year, most recently June 21, 2016, and is set to renew on June 21, 2017.  Your upcoming renewal for $5,062 was adjusted to reflect increased coverage for your home.  The dwelling coverage (Coverage A) increased from $144,900 to $146,900 at renewal due to the Inflation Protection endorsement included on this policy.  This endorsement automatically adjusts your dwelling amount, if needed, at each renewal in anticipation of any expected changes in the cost to repair your house as construction and labor costs increase. However, you also receive a credit for having this endorsement on your policy.In review of your concern for reimbursement of prior year’s premiums, our records do not support any refund is due.  Your policy has renewed each year and your premium is appropriate to insure your appropriately insure the specifics of your home. Insurance prices are partially based on the likelihood of future losses and policies written for different customers and residences are not comparable. Liberty Mutual Insurance has been committed to providing quality insurance for over 100 years.  The premiums we charge are the rates needed to ensure we meet our financial obligations to all our Michigan homeowner customers. Mr. [redacted], I thank you for reaching out. You have been a valued customer since 1995!  We would be happy to review your policy for any opportunity for savings. You may contact me directly or customer service at [redacted].I will be more than happy to assist you.Sincerely,[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 Mr.
[redacted],This
is in response to your October 17, 2015 correspondence to the RevDex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.This
policy initiated effective November 12, 2014.  At the policy inception, you...

selected monthly Electronic Funds Transfer
(EFT) payments as your preferred billing method.  Monthly EFT payments were processed as
scheduled for several months.  However, your
June 11, 2015 EFT payment of $110.45 was returned unpaid by your financial
institution due to non-sufficient funds (NSF) and a NSF fee of $25 was applied
to the policy balance.  On July 13, 2015
we attempted to process an EFT payment for $245.90, which included the payment of
$110.45 due in July, the dishonored payment from June and the NSF fee.  This payment returned as NSF as well, and an
additional $25 fee was added to the policy.In
accordance with the terms of your policy contract we were required to provide
notice before terminating your policy.  A
cancellation notice therefore issued to you July 27, 2015 stipulating a minimum
payment of $270.90 was required prior to August 11, 2015 to prevent
cancellation.  Since payment was not
received, your policy cancelled effective August 11, 2015 for non-payment of
premium.  A final $369.98 bill issued to
you August 18, 2015 due September 7, 2015 reflecting the premium owed for
coverage afforded through the cancellation date.  When payment was not received, this balance
was referred to collections September 28, 2015.Liberty Mutual uses a third party vendor, [redacted]), to secure past due premium owed for cancelled policies.  Policyholders are referred to [redacted] when
their policy has cancelled and the balance is not paid within 21 days of the
final bill due date.In
light of the difficult circumstances you describe in your correspondence, I removed
the $50 in NSF fees.  However, the $319.98
remains due. Payment arrangements may be available through [redacted]  You may contact them directly at their
toll-free number [redacted].  As long
as the balance owed is paid or resolved with us directly or with [redacted] on our
behalf, your credit will not be affected.Mr.
[redacted], if you have any further questions or concerns, please contact me
directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Ms. [redacted], Please find our response to this matter enclosed. [redacted]Sr. Business Analyst, Claims ComplianceSafeco General Agency, Inc.,                   Managing General Agent for Home State County...

Mutual Insurance Company

Revdex.com Response

The customers allegations are not supported by the conversation our insured's representatives had with the vets that examined/treated [redacted] (Dr [redacted] & Dr [redacted]), therefore our position stands.  Furthermore, it is the customers duty to ensure any treat given to their pet is done so in the appropriate portion to prevent any risk of harm.  While this was likely unintentional, had this taken place, we are confident this unfortunate incident would not have occurred.While we understand the customer is not pleased with our decision, there is no evidence at this time that the product was the primary cause of [redacted]'s illness.  As previously mentioned, we are happy to revisit the case upon receipt of any new documentation supporting her allegations.

Dear Mr.
[redacted],This
is in response to your November 6, 2015 correspondence to the RevDex.com regarding your automobile policy. 
I appreciate the opportunity to respond to your concerns.  Congratulations on your new marriage.  It was not our intention to disappoint...

you
during this happy occasion.Please accept my apology for
any previous miscommunication regarding the cancellation of your policy.  We expect our representatives to provide our
customers with complete and accurate information.  I regret this is not consistent with the
interactions you described.  At Liberty Mutual Insurance,
we are very serious about our obligation to offer our policyholders a
competitive premium while remaining financially secure.  Maintaining this balance means we must
periodically review our rates and make necessary adjustments.  Some of the factors that impact overall rates
include the increasing costs of repairs, medical expenses, the frequency and
severity of claims, and our collective loss experience in the state of Massachusetts.  This
policy renewed for a term of one year on September 1, 2015.  On November 5, 2015 we received a transfer of
insurer document showing you had obtained other insurance effective October 17,
2015.  We processed the cancellation of
your policy on the effective date of your new policy.After
cancellation, a $341.99 refund was issued to you reflecting unearned premium
based on the short rate provision applicable to this policy.  At the policy inception, you were
issued a new business packet on August 31, 2012 which included the applicable
short rate provision:If the policy is cancelled by you or by law, you will get a refund
which is less than proportional to the time involved.  It will be based instead on a "short
rate" table which compensates us for our expenses in servicing your
policy.In regard to your request for a
refund of the $410 and a partial refund for October, we are unable to honor
this request as no additional refund is due.  Regarding your request for an invoice or receipt,
our records reflect a statement issued to you on November 5, 2015.  In addition, I included a copy of the
original policy, a billing history, as well as the cancellation Declarations
page with this correspondence for your review.Mr. [redacted],
we regret your decision to cancel and are sorry to have lost you as a
customer.  We wish you the best in your
future endeavors.  If you have any
further questions or concerns, please feel free to contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care Specialist, Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]Enclosures

The above claim was received into our office on September 15, 2015. Contact attempts were made on 9/17/2015 and 09/24/2015.  A contact letter was mail to the claimant on 09/24/2015. A statement was taken from the claimant on October 06, 2015 wherein the claimant states that she was getting...

lunch with her coworkers and walked to the restroom.  While exiting the restroom she slipped on a rug and alleged that there was water underneath it.  After attempts to contact the insured to collect documents, an investigator was assigned and claimant was made aware.  The final report came in and claimant was contacted and made aware of the possible denial on 01/21/2016.  At that point the claimant provided additional information.  The last email correspondence with the claimant was on 01/11/2016.  A voicemail was received and responded to on 03/28/2016 and claimant did not answer the phone.  A denial letter was sent the same day.  All contact attempts by the claimant were responded to with a phone call or an email response.  Tell us why here...

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 spoke with [redacted] in Liberty Mutual underwriting this morning.  She agreed to drop the requirement on the railing on the flat roof on the fallout shelter which was mistakenly identified as a deck.  She also said that as soon as my new roof is completed I may reapply for a new policy, so once that new policy is approved I will accept your response.  
Regards,
[redacted]

I spoke with [redacted] directly on December 14th, 2016 and she explained the entire case to me. Mrs. [redacted] explained that at the time of the accident the passenger side mirror was taken off, it was a safety issue driving a minivan as she couldn't see down the side and she has two kids...

Confirmed vehicle was not drivable.  Mrs. [redacted] indicated that the shop received the initial sliding door and was dented in therefore they had to order a new door, when the door came it damaged the electrical mechanism on the door which caused further delays.  She returned the rental the same day as the vehicle was repaired. She said that she even got into a smaller vehicle to reduce the amount paid out.  After review of the case Liberty Mutual would honor the amount of $707.97 which was the full payout for her rental vehicle.  Payment was made directly to Mrs. [redacted] on December 15th, 2016 to her home address.If you have any further questions, please contact me at [redacted] - Claims Team Manager[redacted] ext. [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 response from Liberty Mutual did not adaquqtely explain why the policy premiums increased over $800. Over the past 3 years for the auto, when  there should not have been an inc. due to accident forgiveness . The same goes for the HO policy which increased significantly over past 3 years. Your only explanation had to do with depreciation of discounts. I have never known discounts on a pol. to decrease, and or to cause prems. To increase. I have never known an agent and customer service to determine a customers rates, which I was told happened in my case.
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding the cancellation and billing on your automobile policy. I appreciate the opportunity to further respond to your concerns and apologize for the delay you experienced with the cancellation.Since my previous response, we have received the Notice of Transfer (2A) form from your current insurer in order to properly cancel the policy.  The policy has been cancelled effective August 23, 2016.  Attached are the billing histories since policy inception, August 18, 2014, through the cancellation date, August 23, 2016. The $387.11 final bill issued on April 3, 2017 due April 23, 2017.Mr. [redacted], thank you for reaching out. If you have any unaddressed questions, 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]
Enclosures

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 # 12108869.
[I would have accepted that I owed this amount had that been communicate to me at the time of cancellation. Due to the lack of information given to me, I was unable to make a completely informed decision regarding the cancellation process. I could've decided to cancel sooner and not had to pay nearly as much, I could've waited until the payment was drafted to cancel, or I could've possibly found a reason to stay but that was not the case and that is why I reject this response.
Regards,
[redacted]

The alleged incident involving [redacted] took place on 3/26/14 at a [redacted] location in [redacted], PA. [redacted]’s claim team mailed a letter to Liberty Mutual’s insured on or around 5/27/14 and our insured reported the claim to us on 6/3/14. Mrs. [redacted] claimed that...

one of the entrance doors closed on her arm and she sustained a minor injury which required 1 emergency room visit on the date of incident. Her insurance carrier paid $732.69 for exam. The adjuster handling the claim for Liberty Mutual called and spoke with Mrs. [redacted] on 6/4/14. The handling adjuster completed his liability within 2 weeks and began the process of obtaining her medical records to evaluate her claim. A settlement offer was given on 8/4/14 over the phone and in writing. Follow-up calls to the complainant were made on 8/22/14, 9/18/14. The Liberty Mutual adjuster sent a follow-up letter dated 12/16/14 to further discuss resolving her claim. Liberty Mutual did not hear back from her until we received the notice from the Revdex.com. Liberty Mutual contends that the adjuster evaluated the claim properly when you account for the liability and damage issues that exists with herclaim. Ms. [redacted] can contact the handling adjuster or his manager if she wishes to discuss her claim further. His manager is [redacted]l and he can be reached at [redacted].

Dear Ms. [redacted],
This is in response to your September 21, 2015 correspondence to the Revdex.com regarding your automobile policy. I have been asked to respond to your concerns and appreciate the opportunity.
This policy initiated effective October 17, 2014 and is scheduled to...

renew effective October 17, 2015.
At Liberty Mutual, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of vehicle repairs, medical expenses, the frequency and severity of claims, and our collective loss experience in the state of Colorado.
Another factor is the percentage amounts of your Early Shopper, New Move, and New to Liberty Vehicle were decreased with your October 17, 2015 renewal. Although these discounts are applicable for several years, the percentages allotted for these discounts decrease each year as your policies age.
In addition, prior to your October 17, 2015 renewal, we obtained the most up-to-date information regarding the operators’ driving histories. A review of this information indicated that Mr. [redacted] received a violation for operating a vehicle in unsafe conditions on January 2, 2015. This violation was also a factor in your premium determination.
You indicate in your correspondence that your policy includes Accident Forgiveness January 2, 2015 accident should therefore be forgiven. To date, the accident is not reflected in your loss history. In addition, Accident Forgiveness does not apply to violations. Also, with the recent violation, this policy is no longer eligible for Accident Forgiveness. In order to qualify, the following criteria must be met:
    • Every experienced operator on the policy must be a full five years clean for the most recent five year period.
    • At least one operator on the policy is licensed for at least five years.
    • No accident was forgiven by Liberty Mutual during the last five years.
Due to Mr. [redacted]’s January 2, 2015 violation, he does not have five or more years of clean driving history. Therefore, this policy no longer qualifies for Accident Forgiveness effective the October 17, 2015 renewal. While we regret any misunderstanding, our commercials indicate Accident Forgiveness is available to qualified customers and certain conditions or eligibility requirements apply.
In summary, your driving history is only a single factor in your premium determination. While the violation was a factor, it was not the sole factor. There are multiple other factors considered. While Accident Forgiveness is offered to qualified customers, it does not apply to violations and the eligibility criteria have to be met. The premiums we charge are the rates needed to ensure we meet our financial obligations to our Colorado automobile customers.
Ms. [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 contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-[redacted] | Fax: 1-[redacted]