Advanced Mechanical Corp.

RE: Personal Automobile Policy: [redacted]       LM-General Insurance Company/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your June 25, 2015 correspondence to the Revdex.com regarding your automobile policy. I appreciate...

the opportunity to respond to your concerns.
This policy initiated effective June 14, 2013, subsequently renewing each year, most recently June 14, 2015.
At the policy inception, New Vehicle Replacement Cost Coverage (AS2112 10 99) was applicable to this policy. The enclosed endorsement issued to you at the policy inception explains when this coverage applies as shown below:
Replacement cost for a total loss on a new “your covered auto” applies as follows:
a. Total loss must occur during the first 12 months of insurance coverage, and
b. Within the vehicles first 15,000 miles,
whichever occurs first, we will pay, at our option, the full cost of repair or replacement, less the applicable deductible.
Therefore, this coverage was no longer applicable after the initial 2013 policy term. However, Liberty Mutual Insurance offers Better Car Replacement coverage which may be applied at the policyholder’s request for an additional premium. This endorsement applies to total loss vehicles only (whether At Fault or Not At Fault) and will provide Actual Cash Value of the same make, model, and equipment of a vehicle one year newer than the covered vehicle as well as 15,000 fewer miles from the vehicle that was lost. Better Car Replacement coverage is not currently applicable to this policy; however, you may elect to carry this coverage going forward.
Regarding your premium concerns, 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 and the frequency and severity of claims.

In addition, the percentage amounts of your Early Shopper, New Move and New to Liberty Vehicle discounts were decreased with each year’s renewal. Although you will continue to receive these discounts for several years, the percentage allotted for these discounts decreases each year as your policy ages.
Your premium appropriately reflects your risk profile and your good driving history. Insurance rates are also based upon the company's underlying costs and statistical data. Your policy term is for one year and your premium may subsequently be adjusted at renewal. Your driving record is only one factor in your premium determination. Premium is determined using a sophisticated rating structure with multiple factors considered.
In your correspondence you also expressed concern regarding the premium difference with your automobile premium as compared to other carrier’s quotes. There are many factors that are considered when determining the premium for a policy. I am unable to specifically address why another insurer’s rates are lower than those of Liberty Mutual. Each insurer rates policies according to their own rating practices filed with the state. Our rates are based on our collective loss experience in the state of Minnesota. We review our rate plans continuously and strive to provide quality insurance while providing a high degree of customer satisfaction.
Your policy remains active and your correspondence references that another carrier “has provided full coverage”. If you have secured alternate coverage, please provide the inception date of your new policy and I will cancel this policy effective the same date. If you have not secured alternate coverage, I would be happy to review your policy with you for any savings opportunities.
Regarding your request for an apology, a new business packet issued to you at the policy inception in 2013 outlining the provisions applicable to this policy. While we appreciate your concern, we consider it an unreasonable expectation that the policy provisions would extend beyond what is outlined specifically in your policy contract. The policy documents issued to you included a notification advising you to contact us with your questions. We encourage our customers to contact us to avoid any misunderstandings regarding their policy. Although we regret your unfavorable experience, an apology is not warranted in this instance for the reason you suggested.
Mr. [redacted], you are a valued customer and we thank you for allowing us to provide for your insurance needs since 2013. If you have further questions or concerns, please also feel free to 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: ###-###-####
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].  
I am still waiting for a phone call.  I know that she is reciting the policy language, my major issue from the start of this issue, as well as currently.  Is the issue of the misrepresentation of the sales representative assuring me that I had these endorsement on my current policy.  He quoted off another quote that I had from a competitive company, and on multiple queries assured me it was the same coverage, and that indeed the OEM parts would be utilized.  It wasn't until this accident that I discovered that this was not the case, and that my rental coverage had been removed.  If this is the way you do business then I have no intention to continue to be a customer of Liberty mutual, and will indeed proceed to seek another company who actually honors what they say, and represent themselves as with the advertising. 
Regards,
[redacted]

Thank you for giving me the opportunity to respond to the complaint regarding Mr. [redacted]’s claim. It is my understanding the complaint is regarding American Fire and Casualty’s handling of the claim. This claim was reported to us on Friday, April 8th at 5:26pm.  The adjuster assigned, [redacted]...

[redacted], spoke with our insured at 11:17am on Monday, April 11th and confirmed that our insured driver had rear-ended Mr. [redacted].  She then contacted Mr. [redacted] via telephone at 11:32am.  She discussed the claims and rental process at that time.  That conversation included a discussion regarding when repairs were to begin (on a Monday or Tuesday) to mitigate rental costs.  Mr. [redacted] agreed to have his vehicle repaired at a network shop, [redacted]. Unfortunately, there was a miscommunication between Liberty and [redacted].  [redacted] informed Mr. [redacted] that he could drop his car off on a Thursday.  Since repairs would not be completed by Friday (requiring two days down-time over the weekend), Ms. [redacted] declined to pay for the rental.  Mr. [redacted] confirmed he was aware of the Monday/Tuesday drop-off requirement, but was understandably confused when our network shop told him he could drop off on Thursday. Mr. [redacted] decided to repair through a different shop.  Ms. [redacted] had previously set up a rental reservation through [redacted].  Typically, we do not pay for insurance on the rental car, unless the renter does not have physical damage insurance on their own vehicle, which transfers to the rental when their own car is in a shop for repairs.  Again, it appears there was a miscommunication between Mr. [redacted] and Ms. [redacted].  When Ms. [redacted] understood that Mr. [redacted] did not have his own physical damage coverage, and once he’d provided her proof of this, she approved the additional insurance on the rental car. Ms. [redacted] spoke with Mr. [redacted] on 5/2/16 and confirmed that the rental was in order and he was scheduled to drop his car off at [redacted] at 1pm that day.  We spoke with [redacted] today and confirmed vehicle repairs are ongoing.  Supplemental damage was found and the estimated completion date is 5/13/16.  Liberty will continue to pay for Mr. [redacted]’s rental until repairs are completed.

Dear Ms. [redacted], This is in response to your correspondence received through the Revdex.com on June 21, 2016 regarding your automobile policy.  I attempted to contact you by telephone and email and I appreciate the opportunity to respond. This policy initiated online...

February 19, 2016 with an effective date of February 20, 2016.  The application was signed February 19, 2016.  Our records indicate you printed documentation February 26, 2016 and emailed us a request to [redacted] in order to have Identification Cards emailed to you on March 20, 2016. This policy cancelled effective April 28, 2016 for non-payment of premium following unpaid bills issued February 22, 2016 and March 21, 2016 and an unpaid cancellation notice issued April 13, 2016 due prior to April 28, 2016.  After cancellation, a final $659.90 bill issued to you on May 4, 2016 due May 24, 2016.   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 final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on June 13, 2016.   You indicated that you had requested your policy be cancelled. I regret we have no record of receiving a request to cancel this policy prior to this correspondence.  I attempted to contact you by telephone but was unsuccessful.  In addition, I emailed you June 23, 2016 requesting the effective date you wished to cancel this policy, but did not receive a response that included a date. Once I receive information regarding the date your new policy started, I will be happy to amend the cancellation of our policy to reflect the effective date of your new policy and the balance due would be adjusted accordingly.  You may contact me directly at [redacted] between the hours of 11:30 a.m. and 7:00 p.m. Monday through Friday or by email at [redacted] 
 Ms. [redacted], thank you again for reaching out with your request.  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]

Dear Mr. [redacted],   This is in response to the July 26, 2016 correspondence to the Revdex.com regarding your previous homeowner policy. I have been asked to respond and I appreciate the opportunity.  I am truly sorry your experience has been unfavorable.   Due to unexpected...

circumstances we just received your correspondence and regret the delay in our response.   Our records indicate we previously spoke with you on August 1, 2016 and August 4, 2016 and confirmed that you received the documents you needed and explained the policy is no longer accessible online once the cancellation is processed.   Mr. [redacted], I hope your concerns have been resolved. If you have additional questions or concerns please feel free to contact me directly and I will be happy to further assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit Personal Insurance Distributions Operations Tele: [redacted] Fax: [redacted]

Dear Mr. [redacted],This is in response to your August 3, 2017 correspondence to the Revdex.com regarding the refund on your automobile policy. I appreciate the opportunity to respond in the hopes of providing you with the clarity you are looking for.Please accept my apology for your recent...

service experience. We expect our representatives to provide complete and accurate information and to be responsive to our customers’ needs. I regret this is not consistent with what you described. Your feedback will be used to review what we could have done differently to ensure a positive experience. Our records show the automobile initiated effective August 1, 2017 and a down payment of $277.74 was remitted at the policy inception.The cancellation credit posted to your policy balance on July 25, 2017.  However, most financial institutions will submit funds on an account holder’s behalf when payment is requested, then retract the funds if they are not available within 14 days.  Therefore, a hold was placed on this refund of 14 days to confirm the payment would not be returned.  Since the hold has been released a $277.74 refund check was mailed on August 9, 2017.  Please allow up to two weeks for receipt.  A billing history is attached for your review.While we regret any inconvenience caused by this matter, when you spoke to our customer service department on August 3, 2017 we offered to contact your financial institution to verify the funds would be paid to Liberty Mutual. At the time of your call, we advised you would need to be on the line for any information regarding your account to be released.  You indicated you were at work and unable to stay on the line; therefore we were unable to expedite the refund request.   Mr. [redacted], we are sorry to have lost you as a customer. 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] J [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].  Hello, I would like the answer to several questions please. Question number one is why did the agent who sent the email noting that we owed no more money, not tell us of an impending payment that was due? The second question is, is it the policy of your company to ask for  payments after the cancellation of a policy? [redacted]  
 
Regards,
[redacted]

Dear Ms. [redacted],   This is in response to your June 17, 2016 correspondence to the Revdex.com regarding your homeowner policy.  I appreciate the opportunity to respond.   Your correspondence indicates you never intended to implement this policy and only wanted a...

quote.  However, our records reflect we initiated this policy May 9, 2015 at your request as confirmed by the application electronically signed by you on May 9, 2015.   As part of our new business process, we may order an inspection to verify that the condition of the home meets our underwriting guidelines.  An inspection was ordered on your home as part of this process. As outlined by the June 11, 2015 letter issued to you, the inspection identified repairs needed to be completed in order for us to continue your insurance coverage.    Since we did not receive documentation from you confirming the repairs had been completed, this policy cancelled effective August 20, 2015 as your home did not meet our underwriting guidelines for continuation of insurance.  At that time the policy had been in effect for a little over three months and a balance of $618 remained for coverage afforded through the cancellation date.   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 final bill remains unpaid.  Since this balance remained unpaid, it was referred to collections on September 29, 2015.   If you obtained alternate coverage prior to August 20, 2015, please submit a copy of your new carrier’s Declarations page by fax to [redacted] or by email attachment to [redacted]  Upon receipt, I will be happy to review amending the cancellation date of the policy to reflect the date alternate coverage was secured.  [redacted] will be notified in any change to the balance remaining if any adjustments are made.    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.   Ms. [redacted], if you have further questions or concerns, please also feel free to contact me directly.  I will be happy to assist you.   Sincerely,   [redacted] [redacted] Associate Customer Care Specialist Customer Care Unit Tele: [redacted] Fax: [redacted]

Dear Ms. [redacted],   This is in response to your May 16, 2017 correspondence received through the Revdex.com. I appreciate the opportunity to respond to your concerns.   I sincerely apologize that your initial interactions with Liberty Mutual were unfavorable. We expect our sales...

and service representatives to be responsive to our customers’ needs. I regret in this instance we fell short of this goal. Feedback regarding your interactions has been provided to the appropriate management in an effort to improve our service in the future.   As per your previous conversations with another member of my team, the physical damage coverage was restored to your 2016 [redacted] and 2012 [redacted] on May 17, 2017 following the completion of the photo inspections. In addition, we agreed to allow an addition five calendar days (May 22, 2017) for completion of the inspection on the 2015 [redacted]. However, the inspection was not completed until May 23, 2017; while coverage was removed effective May 12, 2017 it was restored effective May 23, 2017. I have attached the most recent Declaration for your review.   Please contact me directly if you have any questions regarding the current coverages.   Ms. [redacted], once again, I truly regret your recent experiences. As a valued customer I hope we can provide the excellent coverage you deserve going forward. If you have additional questions or concerns, please also feel free to contact me directly. I will be happy to assist.   Sincerely,   [redacted] Customer Care Specialist Customer Care Unit [redacted]

Dear Ms. [redacted],
This is in response to your May 12, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
[redacted]
This policy initiated effective July 18, 2011 and subsequently renewed...

each year, most recently effective July 18, 2015 with an annual premium of $1,384.
You elected monthly Electronic Funds Transfer (EFT) billing as your preferred payment method and selected a withdrawal date of the 10th which continued for each renewal. If the 10th occurs on a weekend or holiday, it delays the processing until the next business day. There were twelve monthly EFT payments scheduled in the amount of $115.33 to pay the premium balance in full ($1,384 divided by twelve, with the final payment adjusted a few cents), with the first EFT payment scheduled for August 11, 2014.
On November 18, 2014 you contacted our customer service department to cancel this policy effective November 9, 2014. After cancellation, a $29.32 refund issued to your bank account reflecting the credit owed through the November 9, 2014 cancellation.
However, a payment of $115.33 originally received November 12, 2014 was later returned unpaid on January 9, 2015. In addition, a $25 returned payment service charge was applied resulting in a revised balance due of $140.33. A bill for $140.33 issued to you on January 13, 2015 due February 2, 2015. The $140.33 is not a fee for cancelling the policy, but instead the balance owed due to your dishonored payment. As a courtesy, I removed the $25 returned payment charge. The balance due was revised to $115.33 and this amount remains due.
While we appreciate your concern, your premium payments were not remitted in advance with your EFT billing. Each year, the first withdrawal for the policy term was scheduled August 10th and the final payment for the policy term was scheduled effective July 10th.
[redacted] This policy initiated effective October 16, 2013. At the end of your October 16, 2013 through October 16, 2014 policy term, there was a remaining balance due of $197.62. We had previously issued a past due bill for this amount that remained unpaid.
This policy renewed effective October 16, 2014 with an annual premium of $2,655. We received on payment of $100 on October 16, 2014 and the balance due adjusted to $2,555. The $197.62 balance owed for the prior policy term was transferred to the October 16, 2014 renewal term and your premium balance due for the renewal adjusted to $2,752.62.
 
On October 20, 2014 we received a payment of $100 and a payment of $97.62 and your balance due adjusted to $2,555.
You contacted our customer service department on November 18, 2014 and requested cancellation of this policy effective November 17, 2014. After cancellation, a final bill issued to you for $134 reflecting the balance due for coverage afforded through the November 17, 2014.
We received two payments of $25, one on December 9, 2014 and one on January 7, 2015. The final balance due adjusted to $84. However, the payment of $25 originally received December 9, 2014 was later returned unpaid on January 13, 2015. In addition, a $25 returned payment service charge was applied resulting in a revised balance due of $134. I waived the $25 returned payment service charge and the balance due was adjusted to $109.
Liberty Mutual uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the final bill remains unpaid. Since your balance on the automobile and homeowner policies remained unpaid, the $140.33 balance was referred to collections on February 25, 2015 and the $134 balance was referred to collections on January 14, 2015. After the $50 in returned payment fees were waived, the total balance due was adjusted to $224.33 and this amount remains due.
Ms. [redacted], I have enclosed billing histories for your review. 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: ###-###-#### | Fax: ###-###-####
Enclosure

September 6, 2017   Revdex.com of Eastern MA, ME, RI & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752   Re:       Our...

Insured:                            [redacted] Date of Loss:                            May 5th, 2017 Claim Number:                        [redacted] Policy Number:                        [redacted]             Underwriting Company:           Liberty Mutual Fire Insurance Company   Dear Revdex.com,   Please accept this letter in response to your complaint from Mr. [redacted], which was received by our Presidential Service Team. According to the explanation included in the complaint, Mr. [redacted] expressed concerns regarding the handling of his claim.   First and foremost, I would like to apologize on behalf of Liberty Mutual for any frustration that Mr. [redacted] may have experienced during our handling of his claim and appreciate the opportunity to address his concerns.   The results of our review As a result of your email and the investigation completed by our Presidential Service Team, I have confirmed that on September 6th, 2017 Claims Adjuster [redacted] contacted Mr. [redacted] to discuss his claim.   Mr. [redacted] was involved in an accident with a 1995 [redacted]. The above mentioned claim is in regards to a 1997 [redacted]. Mr. [redacted] is inquiring about his accident with the 1995 [redacted]. During the phone conversation between Adjuster [redacted] and Mr. [redacted], Adjuster [redacted] inquired about a claim through a third party carrier? Mr. [redacted] does not recall the third party carrier and does not recall filing a claim with them.   We do not have a claim on file for Mr. [redacted] regarding the 1995 [redacted]. Therefore, we cannot move forward in assisting Mr. [redacted] until a claim for his 1995 [redacted] is reported to Liberty Mutual Insurance. The above mentioned claim has been settled and is closed. If you have any questions or concerns, please do not hesitate to contact me directly.   Thank you again for contacting Liberty Mutual and providing the valuable feedback for us to continue our commitment.   Very Respectfully,   [redacted] Presidential Service Team Phone Number: ###-###-#### Fax: ###-###-#### Email Address: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:The response is exactly the same as the first I am getting nowhere I give up.
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. 
 Response is very inappropriate and written by someone who has no knowledge about the case and facts. It is very unfortunate. This is another reason why I should not be with this company going forward. It simply kills trust for the following reasons:1. Response says:  DMV is not correct. It is not appropriate response and completely misleading. This was the one among many other concerns led to this complain.  DMV as well as other insurance company where I moved the new VAN insurance coverage confirmed me clearly that Liberty Mutual is wrong. There is no such provision or NC law for not registering vehicle with parents if both now leave at same address even when vehicle is on child’s name. I was expecting simply expecting them to say that they are sorry and it is just Liberty Mutual policy and not DMV. We do not register. Sorry, that person knowing charged the [redacted] card when he should not have as it is very clear in recorded conversation that I disclosed it to him and in fact he asked the questions about why the Van is in child’s name. Then, I am still puzzled why response is so defensive and try to put in-fact blame on the customer. To me, person who charged my card should be fired as he absolutely knew about the complete case and still did it. 2. Response says: Customer should have informed us in past that child was at this location. This response is also incorrect and try to mislead and deviate from original complain about fraudulent charge to my card. In my conversation with LM members, I made it very clear that child is moving in as he has completed the college. How come I include him when he has not leaved with us in the past with us. It was clearly discussed and I hope ML has recording of it in case I need to take this case to the court. Again, a simply sorry would have kept this decade long partnership. But now I see each person I discuss in ML talks different story (I spoke with five individuals REPS in ML and received five different stories so far). Since, I have lost the faith in ML, it ends here only. Thanks Revdex.com for taking it up. I will go back to DMV and seek next steps against ML. I suspect they are doing more of these fraudulent activities with others too. I know, I am upset and to be fair to ML they have right to have their own policies. But there inappropriate response to not say sorry, blaming customer itself and not focusing on the person who charged my card incorrectly as he knew clearly VAN is purchased on my child name but still he went ahead and did it is devastating and illigal. 
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]
What more is to say your agent lied, a classic bait and switch.  He lied and he intentionally mislead me. I do not believe it was an accident. I know companies like yours have scripts to follow and I'm sure in that script it wouldn't say check the box for homeowners when he didn't give you a homeowner's insurance that is illegal fraud. I have already contact the State commission for insurance about this matter and they will contact you to to resolve this. And finally I don't think it's legal for your company to change my policy and not inform me of the change that's giving me an option as to whether I want to keep the policy. You did not do that.

Good afternoon,Attached is the response regarding Revdex.com complaint #[redacted] and complainant is [redacted]. If you have any further questions, please do not hesitate to contact [redacted].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. 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 requested reevaluation of my policy and premium every year. You may want to go back and review the call history on my policy for last 15 years. From my available phone records of last 18 months, I placed 2 calls for policy review ion 2nd October 2014 and 30th September 2015. The October 2nd call review came out no change but because I threatened to move policy to state farm, liberty now carefully reviewed and reduced the premium on September 2015. Basically your policy review is very subjective and deceiving. You guys only do proper review only if the customer has a competitive rate from other providers. By the way my credit history is always excellent.secondly I am not sure whether you review is correct and through. I think you just picked last 2 transactions and framed your response. This shows gross negligence on your part in addressing my grievance. Understand I am the victim of your insurance company for having my policies with liberty for 15 years. Here is why I think you did a lousy review. I have signed up ebills for long ago and I receive the ebills each month to my personal email address and also to my financial institute. But you say your system doesn't show that ebills were setup. So this makes me think either it is a bug in your system or you don't know extracting the proper information out of the system. It is clear indication to me is that your response lacks credibility to trust and close the issue. I also believe the front people who perform the policies review the system doesn't take all information to give proper value to the policy holders and that is the reason why I was told the premiums are properly valued but the story changed after I have a competitive bid.  I once gain please check my phone calls and respond me back with credible details. Lastly it is a common sense when the customer pay his premiums the on on-time each month for last 15 years irrespective of premium value and payments suddenly stopped after reduction in premiums. A company that values their customer would attempt to give a phone call to the customer before canceling the policy. Your company failed to upheld highest standards in providing satisfactory customer service. You choose to cause pain to me by canceling the premium with a intention to charge higher premiums. It is shameful act.
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].
I am sorry, but your explanation provides no relevant justification or context.  In the past, I have been with the same insurance company over several years and never seen a rate increase anywhere this significant.  If you look at mine and my wifes history, neither one of us have accidents or citations for the past 14 years.  The only data point that holds water is the fact that she was in an accident and the rate went up.  You claim that without accident forgiveness the rate would have gone up more.  I find that hard to believe that anyone would actually stay with an insurance company when their rates go up 20-30%.  I had the same policy from 2015 to 2016 and there was no increase.  My wife now gets in an accident and the rate increases.  I think the news and social media will find that interesting.
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 will not accept the fact that Liberty Mutual staff made numerious mistakes and broke contracting law when they made changes to our/their contract without my approval.  Any changes to a document requires my approval, and my approval was never received.   I am going out of town and will not be back until May 4, 2017 sometime in the afternoon.  [redacted]
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your December 12, 2016 correspondence to the Revdex.com. I am truly sorry we have lost you as a customer. While we have not changed our position regarding an additional refund, I appreciate the opportunity to respond and hope to provide you with...

the clarity you are looking for.Regarding your billing, I will provide a little background. Your auto policy was created on January 4, 2010 and renewed each following year, most recently on January 4, 2016 with an annual premium of $5,931. It was scheduled to renew January 4, 2017; however, the renewal term was cancelled when we received your request to cancel the policy effective December 1, 2016.When you initiated the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the remainder of the policy. Therefore, there were twelve EFT payments (one per month) scheduled to pay your 2016 policy term in full with the first payment scheduled January 21, 2016 and the final payment scheduled December 21, 2016. However, on June 21, 2016, the withdrawal date was changed from the 21st to the 30th at your request. Therefore, a withdrawal was issued to your financial institution on November 30, 2016. However, we did not receive your cancellation request until December 2, 2016.Once we received your cancellation request effective December 1, 2016, we credited you for the unused portion of the policy. To simplify, we received eleven payments for just shy of eleven months of coverage, January 4, 2016 – December 1, 2016 - which explains the $59.50 refund issued to you on December 2, 2016. While we appreciate your concern, we are unable to refund anything additional as the $59.50 reflects the final refund due for coverage afforded. For your review, I provided a billing history.Ms. [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 addressed all of your concerns 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 UnitT: [redacted]  F: [redacted]Enclosure