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]

Here is the information requested The policy holder was my mother [redacted]Her address is [redacted]the policy number was [redacted]

Dear Mr. [redacted],This is in response to your May 31, 2016 correspondence to the Revdex.com regarding your concerns with our [redacted] program.  I am truly sorry your service experience did not meet your expectations.  My hope is to provide the clarity you are looking...

for.First of all, we expect all our agents to clearly communicate to our customers regarding the [redacted] discount requirements.  I asked the appropriate management to address your service experience in an effort to improve our communication in the future.Secondly, we notify our customers in writing of the requirements to ensure you may make an informed decision whether or not to participate in this program at the policy inception. The cover letter issued to you on May 9, 2016 with your new business packet indicated a 5% discount was applied for enrollment in the [redacted] program and the final discount amount would be calculated after completion of the ninety day review period.  The [redacted] Terms and Conditions form was electronically signed on May 11, 2016.  By signing this form you agreed to participate in the [redacted] program.In reference to your concerns regarding the parameters of the program, the [redacted] device communicates directly with the vehicles’ on-board computer and uses second-by-second data from the [redacted] to determine rapid acceleration and braking events.  This is the same sensor and data used by the vehicles’ speedometers, making the [redacted] data as accurate as the speed displayed in the vehicle.[redacted] measures the following four characteristics:• Miles driven• Night-time driving• Rapid acceleration• Hard brakingAll drivers in the program are expected to have some occurrences of rapid acceleration and hard braking.  We know there are times when the safe driving response is to accelerate or decelerate rapidly to avoid an accident.  Therefore, the [redacted] device uses sensitive thresholds for measuring rapid acceleration and hard braking to produce a more individualized pattern and evaluation of driving style.  It is the overall pattern of driving that is evaluated at the end of the review period to determine the discount, not the individual events.  Since you requested not to participate in the program, you were opted out.  Effective June 23, 2016 an endorsement was processed to remove the [redacted] discount and an $80 prorated charge was applied to the policy balance.  This adjusted your premium from $2,209 to $2,289 and your remaining balance was adjusted to $2,086.59.While we are unable to comply with your request to honor the premium quoted with the [redacted] discount, you still have the option of enrolling in the program again to take advantage of a 5% or greater discount based on your safe driving habits.  Please reach out to our [redacted] team at [redacted] or [redacted]@LibertyMutual.com if you are interested.  Mr. [redacted], we thank you for your feedback and we will strive to provide you with exceptional service going forward. 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]

Dear Mr. [redacted],   This is in response to your correspondence received through the Revdex.com on April 13, 2017 regarding your homeowner policy. Please accept my apology for your unfavorable claims experience; in addition, I regret our response could not have been more favorable....

  As I stated in my April 12, 2017 response directly to you, there are two different versions of a Declaration pages. The “Rush Declaration”, which is typically emailed and intended to provide proof of insurance to a mortgage company, and the standard Declaration which is included as part of the policy contract (the entire contract).   I had attached copies of both for a comparison review with my response. You will note that both the single page Declaration and the multi-page version reflect the exact same coverages as shown by the highlighted areas. Your agent made no changes to your policy before or after the November 1, 2016 effective date. Sending you a copy of the Rush Declaration does not constitute a policy change or an alternation to the policy language. The shorter Declaration is not “incomplete”, it is simply the first page of a many page contract.   The date on the “Rush Declaration” I sent to you is April 12, 2017, as that is the date it was printed, this is also why the copy your agent sent to you was dated October 16, 2016, as that was the date she sent it to you. In addition, all Declarations are signed by the president, his secretary and an authorized representative. As is the complete policy packet.   The difference between the two documents is related to layout and the fact that the one included with the policy packet includes contact information, wider spacing, a listing of all your discounts and a listing of all the endorsements. Including the Roof Actual Cash Value (FMHO [redacted]) endorsement.   This endorsement is not listed on the last page of a 50 page document as you indicate in your complaint, it is listed under the endorsements section of the policy Declaration. I highlighted this on the copy included with my April 12, 2017 response.   However, as I stated during our telephone conversation April 5, 2017, the Declarations page is the coverage levels page and is only part of the complete policy contract. A review of your complete contract sent to you April 12, 2017, including the above mentioned endorsement, indicates any limits to the policy coverages.   A complete policy packet was also mailed to you March 22, 2017. I have removed all of your policies from our paperless option. Finally, your policy deductible is $2,000. However, the deductible has nothing to do with whether a particular item is covered at replacement cost or actual cash value. They are two completely different things. The roof is not covered at replacement cost due to its age. We pay what the roof is worth, not what it would cost to replace it.   Once the roof has been replaced you may request to have the Roof Actual Cash Value endorsement removed from the policy. Combined with discounts related to having a brand new roof you may see a decline in your overall premium.   Again, I regret our response is unfavorable, but our position remains unchanged. The roof does not quality for full replacement cost coverage due to its age and the deductible is unrelated to that in any way.   Please note that we received your request for a call to discuss our recent interactions and my response. A member of my team will be contacting you within the next one to two business days.   Mr. [redacted], thank you again for reaching out, I hope I was able to provide the clarity you were seeking. If you have additional, unrelated, questions I will be happy to further assist. Please note I will be out of the office April 17, 2017 – April 21, 2017.   Sincerely, [redacted] Customer Care Specialist Customer Care Unit [redacted]

Dear Ms. [redacted],This is in response to your October 31, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns. Please accept my condolences on the loss of your mother. I regret there has been a delay in processing the cancellation and issuance of the refund for her tenant policy. I understand how disappointing it must have been when you did not receive the refund within the timeframe you anticipated. Feedback has been provided to the appropriate management to review and address in an effort to improve our service in the future. On September 15, 2016, we received the court documents reflecting you are the executor of your mother’s estate. At your request, this policy was cancelled effective May 1, 2016 and a $137 refund check was mailed September 15, 2016. However, on October 13, 2016, we were notified that the check was not received. A stop payment was placed on the first check (check #[redacted]) and a replacement check (check # [redacted]) issued on October 13, 2016.After receiving your correspondence, I contacted you on November 7, 2016. When we spoke, you indicated you still were waiting on the refund. I placed a stop payment on check #[redacted] and a new check will be mailed to the address you requested in the next one to two business days. Please allow approximately two weeks (from the date of issuance) for receipt. Ms. [redacted], thank you for contacting us. I am truly sorry you had an unfavorable experience. We anticipate you will receive your refund shortly. 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 Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

To Whom It May Concern;Attached is our response to this complaint.

RE:  Personal Automobile Policy: [redacted]        LM Insurance Corporation/NAIC: [redacted]  Dear Mr. [redacted],This is in response to your May 16, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate...

the opportunity to reply.This policy initiated May 15, 2013, subsequently renewing each year, most recently May 15, 2017. Since policy inception the policy listed you and Ms. [redacted] as Named Insureds, meaning they co-own the policies and the vehicle(s) are registered in one or both of your names. Only Named Insureds are listed on identification cards and are responsible for the insurance contract. Additionally, you and Ms. [redacted] were the only operators using the vehicles since the policy began. We rely on our customers to provide accurate information regarding the vehicles being insured and operators in the household. On May 13, 2017, the new vehicle was added to the policy and was stated to be registered to you, Mr. [redacted], on the call when it was added. In accordance with our implemented procedure, vehicle ownership is verified with the named insured at policy inception and with any vehicle additions or substitutions.  Therefore, on May 14, 2017, when you contacted our customer service department to add your son to the policy, you advised that he lives in the home and the vehicle is solely registered to him.  Per our policy provisions filed with the North Carolina Department of Insurance (NC DOI), a new policy must be written if a vehicle is solely written in a child’s name. Additionally, we had no knowledge of your son residing in the home prior to this conversation as he should have been either added to the policy or verified that he had coverage elsewhere as a licensed household member. Based on the information provided about implementing a separate policy to correctly reflect the vehicle ownership, your son and his vehicle were not added to the policy and the policy was credited appropriately.The information you received from the North Carolina Division of Motor Vehicles is separate from what we filed with the NC DOI. Although we partner to assist NC drivers to be appropriately insured, registered, and licensed, we specialize in different aspects of automobile ownership and they cannot speak as experts in insurance policies and provisions.Regarding the accusation that we took monies fraudulently, our records indicate this is unfounded and inaccurate. As you stated in your complaint, you intentionally made both payments mentioned – November 7, 2016 and May 14, 2017. Once you removed your son and his vehicle, the credit card payment was reversed on May 16, 2017, two days later.  You elected the pay-in-two billing method at policy inception. The remaining balance due will be billed on October 15, 2017 per the pay-in-two billing cycle.Mr. [redacted], I have included a copy of the current year’s billing history for your review. If you have further questions, please contact me directly and I will be happy to assist you.Sincerely,[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. I have submitted receipts with...

request for turn around time on the replacement value reimbursement.  Have received no response.I was contacted in regards to the watch.  I responded with a phone call and left a voice mail.  Have not received a response.
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]

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]

To Whom It May Concern:I have attached the letter that was sent directly to Mr. [redacted] in response to his recent complaint. Please advise if there are any further questions. Thank you, [redacted]Claims Team Manager[redacted] ext:[redacted]

Thank you for your call on February 4, 2016.  As you have noted in your follow-up, our Service Representative advised you that you may contact us for the consideration of a new policy once the necessary repairs have been completed to your home. [redacted] Senior Compliance Analyst

Greetings,Please be advised that the attached letter is in response to [redacted]'s complaint #[redacted].  Please contact me with any concerns or questions regarding same.[redacted]ClaimsTeam ManagerLiberty Mutual InsuranceP.O. Box [redacted], KY [redacted]Direct...

Dial:[redacted] ext[redacted]Fax: [redacted]Email:[redacted]@libertymutual.com

Dear Ms. [redacted],This is in response to the April 19, 2016 correspondence to the Revdex.com.  We value our members of the military who dedicate their lives to serving our country and I am sorry to hear of the difficult circumstances you encountered.  I was asked to review...

and respond to your concerns.  My attempt to contact you by telephone was unsuccessful.  I appreciate the opportunity to respond in writing and hope to provide you with the clarity you are looking for.Our records reflect that a tenant quote was initiated online on October 25, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their personal property and select their own coverage limits. This quote was initiated online independent of the involvement of any of our sales representatives.  Based on the information you provided, along with your assertion that you did not have any intention to set up this policy, we cancelled the policy back to the inception date.  Since the cancellation date was retroactive to October 26, 2015, there is no outstanding balance. Credit Collection Services (C.C.S.) will be notified of the adjustment and this policy was removed from collections.  There will be no adverse credit reporting as a result of the prior collection activity.  Ms. [redacted], we regret the inconvenience this matter has caused and hope you enjoy your retirement.  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 UnitPhone: [redacted]  Fax: [redacted]

Dear Mr. [redacted], This is in response to your June 15, 2016 correspondence to the Revdex.com.  I am truly sorry we have lost you as a customer but am happy to respond in the hope 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 intent to cancel these policies.  I have provided feedback to the appropriate management to ensure your service experience is reviewed and addressed.  First, I would like to provide a little background. Renewal packets for both your automobile and homeowner policies issued to you March 15, 2016, over one month prior to the renewal date.  Your policies renewed, as scheduled, on April 17, 2016.  Your automobile policy renewed with an annual premium of $951 and the homeowner policy with an annual premium of $1,626. Although you typically paid your premium annually, this policy was scheduled for our monthly billing payment method which includes a $5 billing fee.  Consecutive bills issued to you March 17, 2016 and April 18, 2016 remained unpaid and a $5 billing fee was applicable to each bill issued.  Therefore, cancellation notices issued to you on May 11, 2016 advising a minimum payment of $182.91 for the automobile and $343.28 for the homeowner policies was required prior to May 26, 2016 to avoid cancellation.   When no payment was remitted, both policies cancelled retroactive to the April 17, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $10 for both the automobile and homeowner policies which reflected the balance due for billing fees. Upon receiving your correspondence, we waived the $20 in bill fees ($10 for each policy) applied to the policy and your balance due adjusted to zero. As we discussed when we spoke on June 17, 2016, this has not been reported to a collection agency; therefore, there will be no adverse credit reporting as a result of the balance due.  Mr. [redacted], again, we are truly sorry to have lost you as a customer.  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]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. I followed up with a phone call to [redacted] to again try to resolve the price rate dispute with Liberty Mutual directly.  I asked for information on how my rate was calculated.  Liberty Mutual was not able to provide me with that information stating it was proprietary.  Liberty Mutual was unwilling to work with me to resolve this issue in any way. 
Regards,
[redacted]

Dear Mr. ***,This is in response to your additional correspondence to the Revdex.com. I appreciate the opportunity to respond further.While we are always happy to review your policy with you for any opportunities for savings, a re-evaluation requires your approval, as we retrieve consumer reporting information and need your permission to do so.  When we determine premium, we look at multiple factors, not only your insurance score. As mentioned in our previous response, a re-evaluation quote is not always favorable.  If the quote is favorable, we cancel the existing policy and implement a new policy based on the up-to-date rating information. I reviewed the prior years’ records as you requested. Our records reflect we completed a re-evaluation in 2014 which resulted in a higher premium quoted. We advised you on October 2, 2014 that the results were unfavorable and therefore this option was not pursued.Regarding your concern with ebilling, I regret if our previous explanation was misconstrued.  You remitted payments online through your financial institution, not through your online account with us.  I reviewed your prior payment history since for the auto policy referenced above along with your previous auto policy since the 2013 policy term and our online payment system was not used to remit payments.  Our records reflect bills issued to you regarding the premium due for your more recent auto policy on September 30, 2015, October 30, 2015 and November 30, 2015. We received one payment in response to the first bill issued.  However, after two months elapsed with no payment, the cancellation notice issued to you on December 23, 2015 and your policy subsequently cancelled effective January 12, 2016.  The cancellation notice is mailed to you and the mail was logged with the post office.  Although a recipient signature is not required, we receive confirmation from the post office the mail was sent.  We appreciate your feedback on how you would have preferred a telephone call in addition to the notification we sent by mail.  Our customers’ feedback is important to us and we are always looking for ways to improve our service in the future. Mr. ***, it was not our intention to disappoint a valued customer.  While we regret we were unable to offer the resolution you had hoped for, we are grateful for the time you allowed us to provide your insurance and wish you the best in your future endeavors.Sincerely,*** ***Customer Care Case ManagerCustomer Care Unitphone: *** fax: ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Of all the years that I have been a customer of Liberty Mutual, this is the first time I am hearing about a penalty.  I have never been told by an agent or aware of a short rate fee.  With the amount of money that is being billed that is something that Liberty Mutual should make sure the customer is aware of.  For about 45 days of coverage, I am being charged over 22% of the premium.
Regards,
[redacted]

Dear Ms. [redacted],Thank you for your additional response regarding the balance due on your automobile policy. While our position remains unchanged, I hope to provide a final response to this concern.In my previous correspondence, I explained that when the policy was cancelled on November 16, 2016 effective for the December 4, 2016 renewal, there was one final payment scheduled December 1, 2016 to pay your December 4, 2015 – December 4, 2016 policy term in full. We received the $229.50 payment as scheduled on December 1, 2016 and the balance due adjusted to zero.While we regret any miscommunication that may have occurred, there was a zero dollar balance for the policy term which cancelled December 4, 2016. The $229.50 payment received was to fulfill the prior year’s premium. Therefore, we are unable to refund the $229.50 payment received December 1, 2016 as it appropriately reflects the balance due for coverage afforded.Ms. [redacted], we wish you well in your future endeavors.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]