Advanced Mechanical Corp.

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].if liberty mutual seriously thinks that I'm going to trust them with my insurance after they made me waste a lot of time and effort trying to get them to make good on their promises then they are seriously mistaken. Liberty mutual has shown it is completely untrustworthy and therefore they are not a good candidate for taking care of my insurance needs, perhaps if they gave me a $20 gift card as well to make up from my wasted time and energy, I might reconsider
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].   
Their advertising is misleading! All insurance that I have reviewed has the same products as LM. They infer in their commercials that certain features are included which is false. I was not told upfront that my rates would increase after the first year. They had our driving history, why wait a year to increase the rates. They knew that they would not get the business if they did.
Regards,
[redacted]

Dear Mrs. [redacted],This is in response to the August 29, 2016 correspondence to the Revdex.com. I appreciate the opportunity to speak with you on September 1, 2016.  Please accept my apology for your unfavorable service experience.  I regret any misunderstanding regarding the...

fact that you only inquired about getting a quote for a homeowner policy.  I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.  On June 7, 2016 you spoke with a sales representative and a policy was implemented effective the same day.  A signature is not required to bind the policy.  After speaking with you and receiving confirmation that you never intended to start a policy with Liberty Mutual, I cancelled this policy effective the June 7, 2016 inception date.  Please disregard any bills that were previously issued to you as the balance due has been adjusted to zero.  Our records indicate that the previous balance due was never reported to [redacted].); therefore, there has been no adverse credit reporting.   Mrs. [redacted], we are truly sorry for your unfavorable experience and thank you for bringing this matter to our attention.   If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted] [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]. Please add your rejection comments below. 
This is the same response when I call them for the problem it's always a game . Nothing new.  They took their payment on Mar 23 and I cancelled on April 1st,  so how do I owe money?  If they said they do not owe me money for the whole year, but they have to for the month that they took. So from 3/23/16 to 4/1/16, they took $152.75 so how do I owe them $56?  Usually they take the money ahead of each month, so I pay to be insured.  So they owe for the 20 days plus the price for me switching to their company.  They cannot take the whole month for just 10 days.
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].
Liberty Mutual was made aware of this issue on 7/21/2016.  The same day I called to let you know I would be canceling my policy effective 7/28/2016.  It is unacceptable that Liberty Mutual restricted access to all my policy documents.  You restricted this access to any of my policy information/coverage/policy numbers/etc because I called to let you know I would be canceling my policies in the future.  I needed the policy information prior to my policy canceling to make sure I still had coverage, to make sure I was receiving the correct refunds, and to make sure I could provide my policy information to someone in case a claim needed to be made.  It is a terrible way to conduct business on the part of Liberty Mutual to restrict any policy information from a paying customer while the policy is still in force.  I did not verify my issues were resolved, I said at this point it does not matter that I have the policy information because it is after the policy has been canceled.  I received the mailed documents well after the policy was no longer active.  It is also terrible customer service to require someone to file a complaint the the Revdex.com and Department of Insurance before someone tries to get involved and resolve the issue.  Your customer service told me that supervisors are too busy to talk to customers and refused to put me in touch with any other department within Liberty Mutual.  There is a simple resolution to this issue and that is to change your policy of restricting access to policy information when someone calls to let you know they will be canceling their policy in the future and to have better and more helpful customer service.  It should not have to take a customer calling multiple times and filing complaints to get Liberty Mutual to take action. 
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].
[As I told the LM agent selling the policy , Mr. [redacted], I felt he had rushed me through the sales policy and if had been told anything about a 10% deductible I would have stopped the sale immediately and I felt like by signing the e-policy that I did not read  the part concerning wind/hale damage and that I thought I could trust the honesty of my sales contact.  At that point he became very rude and told me I NEEDED TO ACCEPTED RESPONSIBILITY AND TAKE CARE OF BUSINESS..  He stated he had my agreeing to the wind/hale deductible rate was on record, that he had personally reviewed it and found that he had even tried to convince me not to accept the rate.  I then asked him for a copy of the recording ,which he said he could not do without authorization from his superior. I never heard back from him.  He is the one that needs to accept responsibility.  In my opinion Liberty Mutual has something they are trying to hide in my case. I feel like I am a victim of insurance fraud and total misrepresentation of the elderly.                                                                                     
Regards,
[redacted]

Response to claims issues is attached, other issues will be in a separate response later this week.

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your homeowner policy. I regret my previous response did not meet your expectations.Regarding your concern with your premium change at renewal, 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.Additionally, there are some discounts that decrease over time on your homeowner policy.  The Early Shopper, New Roof and Recent Home Buyer discounts were applicable to your homeowner policy and gradually decrease at each renewal.  Another factor is the dwelling coverage increased upon renewal.  In 2015, you carried $217,000 in dwelling coverage which was increased to $218,500 due to the optional Inflation Protection endorsement included on your 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 on your policy with this endorsement.Regarding the paperless documents, at the policy inception you elected to sign your policy documents electronically.  Included in the policy documents was the Paperless Policy Terms and Conditions (T&C).  I attached a copy of the signed T&C for your review.Since you indicated concern about receiving our promotional offers, I added you to our no contact list. [SJ1] You may receive additional correspondence from us that has been pre-scheduled; however, the offers should cease. As I mentioned in my previous response, we are unable to pro-rate your refund based on the 2015 premium as the rate is guaranteed for one year and may change at renewal.Ms. [redacted], we are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]Attachment

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]. Liberty Mutual continues to lose my respect for their customer service.  I did not request "reinstatement of the homeowners policy back to the cancellation date with no lapse in coverage". The intent of my request was for reinstatement with a current start date, which I communicated to the company.  I still can't believe that Liberty Mutual has asked me to pay for premiums for a canceled policy and/or one arbitrarily reinstated under the company's mistaken terms.
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 letter from Liberty Mutual did not offer anything new to help solve the case. They just repeated their argument as to why they are entitled to rip off customers and penalize people for leaving them solely by including unfair terms when customers initially sign up with them. There is no way they can reasonably justify why the bill was lower when they didnt know I had moved on to a new insurance company vs when they knew. Also, they have not been able to give a reasonable answer to why they initiated my insurance renewal despite my explicit request against it, only to cancel it when they felt like doing it. This is simply unacceptable.
Regards,
[redacted]

Our records indicate that we have explained to you that the medical information on file does not support disability prior to July 27, 2016. Mr. [redacted], Manager, attempted to reach you by telephone on August 30, 2016 to discuss your claim. Our records indicate that you have spoken with Liberty staff member including management multiple times and that you have been kept apprised of the status of your claim. Any questions regarding the period of disability prior to July 2016 should be directed to Mr. [redacted].

Contacted Mr. [redacted] apologized for the delay in obtaining information on his damaged vehicle. Arranged to have an inspection of his damages completed.  Liberty Mutual completed inspection and determined vehicle was a total loss.  Obtained Market Value of loss...

vehicle.  I contacted Mr. [redacted] to discuss settlement offer, settlement was  accepted.  Informed him check will be issued and he will be receiving by [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. 
My property is only 1930 square feet.To be subjected to an annual premium of $4815 is extreme as other Insurance companies offer me an annual premium of approximately $1250. Given the fact that I have had a policy with Liberty since 2005, I am now asking a review of all premiums I had with them/Liberty Mutual since 2005. I estimate that Liberty Mutual owes me approximately $17775 in over-charges/payments for the past 5 years. I am now asking relief for potential overcharges since 2005. I firmly believe  Liberty Mutual is overcharging me for a property that again is ONLY 1930 square feet. This response is similar to the Liberty Mutual representative who responded to my new insurance agent, "We do not do refunds!" This is no way to treat a Senior Citizen!]
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your additional concerns as stated to the Revdex.com regarding your automobile policy. I appreciate the opportunity to further respond.
While we appreciate your concern, since the January 2, 2015 violation is listed on Mr. [redacted]’s driving record and Accident Forgiveness does not apply to violations, the violation is a factor in your October 17, 2015 premium determination.
We are grateful to have you as a customer and hope you remain with us; however, please understand that there is no flexibility with our rating rules.
Ms. [redacted], we appreciate your feedback and regret our response could not be more favorable. If you have further questions or concerns, please feel free to contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: 1-[redacted] | Fax: 1-[redacted]

Dear Mr. [redacted],This is in response to your March 22, 2016 correspondence to the Revdex.com.  I appreciated the opportunity to speak with you on March 29, 2016.  After reviewing your policy I am hopeful your concerns have been resolved.As we discussed, our records reflect you...

spoke with our customer service department on May 21, 2015 and this policy was cancelled effective June 10, 2015 at your request.  However, we were later notified by you on June 2, 2015 that the closing had been postponed and this policy was reinstated. We asked you to contact us again after the closing so we could cancel the policy based on the new closing date.  Since we did not hear back from you, this policy remained active and eventually cancelled for non-payment of premium effective January 26, 2016.  After cancellation, a final $101.50 bill issued to you February 2, 2016 due February 22, 2016 for coverage provided through the cancellation date.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.After our conversation, I amended the cancellation date to November 1, 2015 at your request.  Please disregard the $101.50 bill previously issued.  Instead, a $53.50 refund will issue to your [redacted] card ending in [redacted].  Please allow three to five business days for receipt. I enclosed a billing history detailing all the transactions on the policy. [redacted] will also be notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity.  Mr. [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] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

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

to your concerns.Your auto policy recently renewed effective May 2, 2017. We had made your renewal documents available to you through LibertyMutual.com on March 28, 2017, and a notification email was sent to advise that the documents were available to review. At your request, we cancelled the policy effective June 9, 2017.When your renewal was produced we retrieved updated information from the Massachusetts Registry of Motor Vehicles regarding your operator license. The state reported that you had only had your license since 2014, when you moved from Texas to Massachusetts, and obtained a Massachusetts license. While I regret the inconvenience, and that it was not caught by the initial representative you spoke with, we did retroactively correct the rating error to the renewal date as requested.While you may have chosen to go to our competition due to the issues you experienced, the reason for cancelling the policy with Liberty Mutual was because you had obtained coverage with another insurer. Any time a customer chooses to obtain coverage with another insurer after the first thirty days of a policy the short rate penalty is assessed. This is done in accordance with our approved rating rules and procedures. Unfortunately we are unable to honor your desired settlement. We are obligated to apply our rating rules and procedures equally to all customers. We are unable to waive the short rate penalty or issue any additional refund. We corrected the error in the rated premium, however, you still chose to obtain other coverage beyond thirty days after the renewal. As such the previously issued $14.58 refund was accurate.Ms. [redacted], I regret my response could not be more favorable. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]

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]

RE: Personal Automobile Policy: [redacted]
      LM-General Insurance Company/NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your November 2, 2015 additional correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to further respond. I attempted to contact you by telephone; however, I was unsuccessful reaching you.
In your correspondence, you mention alternate coverage was secured prior to the August 11, 2015 cancellation date. Liberty Mutual Insurance was not previously notified of this change. Please submit a copy of your new carrier’s Declarations page so we may amend the cancellation date to reflect the inception date of your new policy. The balance due would be adjusted accordingly. You may submit this documentation via facsimile or provide it by email attachment. My fax number and email address are listed below.
Mr. [redacted], if you have any 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
Phone: [redacted] Fax: [redacted]
[redacted]

Dear Mr. [redacted], This is in response to the April 13, 2016 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  Thank you for taking the time to speak with me on April 21, 2016.We are truly sorry for...

your unfavorable experience.  It is our expectation that all our representatives are responsive to our customers and your service experience will be addressed with the appropriate management.While we acknowledge your concern with your address, our records reflect we also emailed the bills to your email address on file.  I regret this did not prevent the issue you encountered.As we discussed, we appreciate your loyalty as well as your prior good payment history. We have elected to make a one-time exception and reinstate your policy effective the January 3, 2016 renewal date.  A payment of $760.76 was processed in order to bring the policy current.  The address was updated to reflect your current residence which resulted in a pro-rated premium charge of $62.  Your next bill is scheduled to issue June 3, 2016 for $836.24 due June 23, 2016.Please contact the Maryland Motor Vehicle Association to confirm they no longer reflect a lapse in coverage and I anticipate this will resolve any fees previously assessed.Ms. [redacted], thank you again for reaching out with your questions and comments about your policy.  As a valued customer, I hope that I have answered all of your questions today. If not, please feel free to contact me directly at [redacted] or by email at [redacted] and I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPersonal Insurance Distributions OperationsTele: [redacted]Fax: [redacted]