Advanced Mechanical Corp.

Response is completed by:[redacted] | Claims Team ManagerLiberty Mutual Insurance | Helmsman Management Services[redacted] 
[redacted]

RE: Homeowner Policy:  [redacted] Liberty Insurance Corporation/ NAIC:  [redacted]
Dear Ms. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your homeowner policy. We regret to hear of your father’s illness and wish you both the best....

I appreciate the opportunity to respond to your concerns.Please accept my apology for any miscommunication regarding the named insured listed on your homeowner policy. We regret the difficulty you encountered with having a correction implemented. Our goal is to make it easy for our customers to do business with us. Your feedback is essential in ensuring we achieve this consistently in the future.We make every effort to ensure that individuals with an insurable interest are covered by a policy. As such, we also take precautions when removing a named insured from a policy to prevent an individual from being wrongly removed. I regret that these precautions made it difficult for you to correct an error made when the policy was written. I am happy to see that you were able to contact your sales agent and the policy has been rewritten solely in your name.Ms. [redacted], thank you for bringing your concerns to our attention. I hope I have addressed them all today. If not, or if you have other questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]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 repeatedly stated in the numerous voice mail messages I have left that I obtained a signed statement from the insured driver at the scene of the accident accepting full responsibility for the accident, and I have offered on numerous occasions to forward a copy of this statement to Liberty Mutual to assist in expediting their investigation. As stated in my original complaint, and from the time I made this complaint until now, I have not been called back or contacted in any way by anyone from Liberty Mutual to obtain a copy of this statement, to answer any of my questions and concerns or to provide any update as to the status of the claim.While I can not confirm or deny [redacted] assertion of the attempts to reach their insured, I can state that, out of frustration and desperation, I reached out directly to the insured yesterday, 10/1/2015. The employee of the insured company which handles these matters told me that both she and the owner of the company have made numerous attempts, like myself, to contact [redacted] at Liberty Mutual and have been equally unsuccessful and frustrated by the lack of action and response. I called the company, was placed on a brief hold, spoke to the employee and was told I'd receive a call back with more information. I was called back within an hour to notify me of the additional actions they had taken. With such a quick response I find it difficult to believe that Liberty Mutual has made the attempts [redacted] speaks of without success, and I place greater credibility with their client's claims of inaction and lack of communication given how similar their experience sounds to mine. I found this company to be equally as interested as I am in bringing a resolution to this situation.My desired resolution to this complaint, again, is simply to be provided with a rental car so I can resume my daily activities while Liberty Mutual carries through with their processes. I can be forgiving of the amount of time it may take to repair my car and bring this matter to a close if I am simply provided a means of transportation while the matter is pending. I am again asking to be provided with a rental car immediately, and I again offer to send a copy of their insured's signed statement accepting responsibility for the accident as evidence to establish liability so my request can be granted.
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. 
Already stated.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your February 8, 2016 correspondence to the Revdex.com.  I regret any miscommunication regarding your intent to initiate this policy.  I am happy to respond in the hopes of providing you with the clarity you are looking for.Our records...

reflect this policy initiated online December 28, 2015 to be effective December 30, 2015 using our internet quoting system which allows users to enter their personal information, details regarding their home and select their own coverage limits.  This policy was implemented online by the internet user independent of the involvement of any of our sales representatives. Internet policies are distinguishable from our other policies bound by sales agents by the policy suffix -**.The policy documents, including the application package, were emailed to the email address entered by the internet user. Your mortgagee was billed for the annual premium on January 4, 2016 based on the billing method selected online.After we spoke with you on January 17, 2016 this policy was cancelled at your request retroactive to the effective date of December 30, 2015. Since we received a $1,896 payment from your mortgagee on January 20, 2016 and this policy was no longer in effect, a $1,896 refund check issued to you on January 20, 2016.  This check was cashed on February 1, 2016.  Mortgage companies typically accumulate a portion of your loan payment in an escrow account to pay two bills when they come due: the property tax and insurance bills.  To keep money in this fund, homeowners pay extra with each mortgage payment.  If a mortgagee remits an insurance premium payment that was not previously factored into your monthly loan payment, there will be an escrow adjustment that will later result in an increase in your monthly payment.   If you haven’t already done so, you may consider remitting the $1,896 directly to your mortgagee to be applied to your escrow account to avoid any increase to your loan payment.  Please contact your mortgagee directly if you have any questions regarding this process. Mr. [redacted], we appreciate you reaching out.  I hope that I have answered all of your questions 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Liberty Mutual

Dear Mr. [redacted],This is in response to the December 31, 2015 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  Please accept my apology for any miscommunication that may have occurred regarding the discounts we offer.  Prior to adding...

your daughter as an operator effective December 30, 2015 our records reflect we spoke with you on one other occasion regarding this subject.  You notified us approximately six months earlier on June 22, 2015 your daughter had obtained her permit. However, we have no records to support you were advised that you would receive a discount if a driver’s training course is completed.  We randomly record incoming calls for quality assurance purposes and the recordings are retained for a limited time, typically one to two months.  There was no recording of the interaction you described.Instead of a Driver’s Training Course discount, we offer a TeenSmart discount.  As a courtesy, we included this discount at the time your daughter was added.  The TeenSmart Driving Course is offered to operators who are under the age of 20. The course will take approximately 10 hours to complete. Once complete, [redacted] will notify Liberty Mutual. If the course is not completed within 60 days, the discount may be removed. To take the course, visit the internet site www.teensmartdriving.com or call [redacted] to sign up. You should mention our Priority Code “LMTS” to receive a special price of $69.95. We also offer a Parent-Teen Driving Contract discount.  The Liberty Mutual Parent-Teen Driving Contract is for an operator who is under the age 20 and has agreed to sign a contract with his/her parent/guardian. The contract is built to establish discussion points between parent and teen as well as discuss consequences of bad driving behavior. Our records reflect you were advised of the option to sign this contract and a discount was applied.  We appreciate your concern for your daughter’s safety and good driving habits and are happy she successfully completed Driver’s Training. While we are unable to reimburse you for the cost of the course, the TeenSmart and Parent-Teen Driving Contract discounts we added reflected $183 in premium savings. Mr. [redacted], we value you as a customer and appreciate you taking the time to discuss your concerns. If you have any further questions or feedback to share, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]                            ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [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]. 
Liberty Mutual reached out to me, however they did not resolve the issue. I have tried to contact them multiple times- to no avail. I am left with unpaid medical bills, medical expenses that have yet to be refunded and have continued to miss doctor appointments due to their inability to contact the doctor office to confirm that I have coverage.Liberty Mutual’s inability to contact me, my case manager, or my clinics for appointments has been frustrating and endlessly burdensome. I have since decided to hire a lawyer with the hope that Liberty Mutual will begin to complete their expected tasks.I hope that this case is reopened for further investigation into Liberty Mutual's horrendous business practices. [redacted]  Regards,
[redacted]

September 28, 2017   Revdex.com of Eastern MA, ME, RI & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752   Re:       Date of Loss:               ...

            March 8, 2016             Revdex.com Complaint Number:         [redacted]             Underwriting Company:           Liberty Personal Insurance Company   Dear Revdex.com,   Please accept this letter in response to your complaint from our customer, which was received by our Presidential Service Team.   According to the explanation included in the complaint, the customer expressed concern regarding the policy holder behind charged more for her claim.   First and foremost, I would like to apologize on behalf of Liberty Mutual for any frustration that customer may have experienced during our handling of his claim and appreciate the opportunity to address his concerns.    The results of our review After a thorough investigation completed by our Presidential Service Team, I have confirmed that we charged the insured with a comprehensive claim.   I have verified with our sales and service team we do not charge any PH’s additional premium due to a comprehensive loss. The claim will show up on your CLUE report but will not affect your renewal.   Again, we would like to express our sincere apologies for any inconvenience the customer may have experienced.  Thank you again for contacting Liberty Mutual and providing the valuable feedback for us to continue our commitment.   Sincerely,   [redacted] Presidential Service Team Tell us why here...

Dear Mr. [redacted],This is in response to your December 20, 2016 correspondence to the Revdex.com.We are truly sorry your experience was unfavorable. However, there was no misinformation provided at the time of your call. Our records show that you called on December 13, 2016 and at this...

time we advised you correctly that there was no outstanding bill owed. We were not aware the $21.83 down payment for your Florida tenant policy would be returned unpaid the following day. Due to the unsuccessful payment, this policy was removed from monthly Electronic Funds Transfer (EFT) payments and the billing method changed to direct bill. A $25 returned payment fee was applied. In addition, a cancellation notice issued to you on December 14, 2016 advising that $46.83 ($21.83 + $25) was due prior to December 29, 2016 to avoid cancellation.   Thank you for your $46.83 payment received December 20, 2016. As a courtesy, I waived the $25 returned payment fee. Your policy is no longer pending cancellation. I included a billing history showing the payment received and remaining balance owed which will be paid in installments. As I referenced earlier, the billing method was changed to direct bill. With direct bill, the payment amounts are higher since each bill will issue for a minimum amount of $30 with the exception of the final bill. In addition, fewer bills issue to allow time for mailing. Instead of eleven remaining payments with EFT, there were now only eight payments with direct bill. Your next $30 bill will issue on January 7, 2017 due January 29, 2017. Regarding your request for a list of your policies, you currently have a Maryland automobile policy.  Maryland and Florida tenant policies are also in force. I mailed Declarations pages for each policy to you under separate cover which lists the policy numbers. Please let us know if you plan to register your vehicle in Florida so we may ensure a Florida automobile policy is written. You do not have a specific agent assigned. Servicing of customers is exclusively handled by our centralized call centers and the first available agent will assist you seven days a week at ([redacted]. Mr. [redacted], I hope that I have answered all your questions today. Again, I am sorry your experience has been unfavorable as it is always our goal to provide our customers with exceptional service. 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. 
The violation [redacted] received was from the accident.  His accident was plead down to the violation that was reported. He was not driving an unsafe vehicle that is just what the court plead the accident down to so he would not get as many points on his license.  If you research this violation you will see that there is a police report for an ACCIDENT!  We will cancel our insurance with Liberty Mutual if we are charged more because of this accident and as you well know it is ten times harder to gain a new customer than it is to keep an existing one.  Liberty Mutual advertises accident forgiveness which we had on our policy before this accident, therefore this accident should be forgiven. This seems to be a case of false advertising.
Regards,
[redacted]

N/A

[redacted]
[redacted]
[redacted]
[redacted]To whom it may concern,This is in response to the June 11th, Revdex.com Complaint from Ms. [redacted].  Due to the sensitivity and...

confidentiality of the response materials we are sending Ms. [redacted] a separate response via USPS on 06/19/2015 that we believe will address her concerns.  Sincerely,[redacted]
[redacted]
[redacted]
[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]

Dear Mr. [redacted],This is in response to your January 10, 2017 correspondence to the Revdex.com. I regret the frustration you experienced that caused you to cancel your policy with us. Please allow me to address your concerns in the hope of providing you with the clarity you are...

looking for.First, I will provide a little background. Your auto policy was created on April 28, 2016 and $3,077 was the initial price for the policy. When you first set up the policy, you paid the $256.41 down payment by credit card on April 27, 2016. At this time, your policy billing was set up on Recurring Credit Card (RCC). With RCC, there were eleven remaining withdrawals scheduled the 28th of each month in the amount of $261.42 ($2,820.59 divided by eleven, including a $5 billing fee, with the final payment adjusted a few cents) beginning in May. Therefore, we received an RCC payment for $261.42 on May 30, 2016 as scheduled. However, you contacted us immediately to indicate the policy should be on a direct bill. We reversed the $261.42 payment back to your credit card on June 1, 2016 and corrected the billing moving forward to bill you directly at home. When consecutive bills and a cancellation notice issued without payment, the policy eventually cancelled for non-payment of premium on September 6, 2016. At the time of cancellation, the policy balance was $2,850.59. After the $1,974.79 cancellation credit applied to the policy for the unused portion of the policy term, the balance due adjusted to $875.80. A final $880.80 bill (including $5 billing fee) issued to you September 13, 2016 due October 3, 2016. This balance reflects the amount due for coverage afforded up to the September 6, 2016 cancellation date and remains due. For your review, I issued a policy statement to your PO Box.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.You indicate you were charged overdraft fees as a result of the May 30, 2016 RCC payment. If you incurred fees from your financial institution due to the unexpected payment, please provide me with a copy of your bank statement which shows the fee(s) was applied due to this payment. Once received, I will review your request for reimbursement.  This information may be sent by facsimile to [redacted].Mr. [redacted], thank you for contacting us with your billing questions. If you secured alternate insurance prior to September 6, 2016, please send me a copy of your Declarations page to the above listed fax number. Upon receipt, I will amend your cancellation date to reflect the inception of your new policy and the balance due would be adjusted accordingly. [redacted]. would be notified of any adjustment. In addition, 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 UnitTel: [redacted] | Fax: [redacted]

Dear Ms. [redacted],
This is in response to your May 29, 2015 correspondence to the Revdex.com regarding your previous policies. I appreciate the opportunity to respond to your concerns. Please accept my apology for any miscommunication that may have occurred regarding the refund due after...

cancellation of your policies.
[redacted] This policy renewed effective May 26, 2014 and cancelled at your request effective May 18, 2015.
At the time of cancellation your policy was paid in full through the May 26, 2015 expiration of the policy term. After cancellation, a refund check for $6.33 issued to you on May 29, 2015. This amount reflects the credit owed through the May 18, 2015 cancellation date based on the short-rate provision applicable to this policy.
At the policy inception you were issued a new business packet on May 8, 2014 stipulating the applicable cancellation provisions. The cancellation terms indicate:
If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals.
[redacted] This policy renewed effective July 15, 2014 and was cancelled at your request effective May 18, 2015.
At the time of cancellation your policy was paid in full through July 15, 2015 when the policy was scheduled to renew. After cancellation, a $111 pro-rated credit was applied to the policy balance for the unused portion of the policy term. A $111 refund check issued to you June 2, 2015 reflecting the credit owed through the May 18, 2015 cancellation date. Please allow up to two weeks for receipt.
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] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Dear Mr. [redacted],
This is in response to your May 26, 2015 additional correspondence to the Revdex.com regarding your homeowner policy. I appreciate the opportunity to further respond.
A vacant home is a property that contains no furnishings or personal belongings within the property and is not resided in. As previously discussed, a policy is not immediately cancelled upon notification of vacancy.
Coverage is provided as stipulated in the policy provisions with the below exclusions applied:
• Freezing of a plumbing, heating, air conditioning or automatic sprinkler system is not covered while the dwelling is vacant, unoccupied or being constructed unless the insured used reasonable care to maintain heat in the building or turned off the water supply and drained water from the system.
• Vandalism and Malicious Mischief are excluded if the dwelling has been vacant for more than 30 consecutive days.
• Breakage of glass or safety glazing material or damage to covered property by glass or safety glazing material are excluded if the dwelling has been vacant for more than 30 consecutive days.
The $474 balance appropriately reflects premium due for coverage provided through the April 16, 2015 cancellation date and remains due.
Mr. [redacted], if you have further questions or concerns, please 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: ###-###-####

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com on January 9, 2017. While our position remains unchanged, I am happy to further respond. You ask that we review the call recordings from when you contacted us on July 7, 2016 to review what was discussed. While we do randomly record incoming calls to our sales or customer service departments, if a transaction is recorded, the recording is retained for a limited time (typically 1 to 2 months) for quality assurance. These recordings are proprietary and used for coaching and training purposes only. A recording from July 2016 is no longer available for review. However, as part of our implemented procedure, we document our interactions with our customers and any counseling provided.You indicate that you were advised policy documents were not available to you; however, they have suddenly appeared. While you did not specify what documents you are referring to you, billing statements can be sent to you any time you request. However, our records do not reflect you requested any documentation when you contacted us July 7, 2016. As indicated in my previous correspondence, the June payment which was returned, was not the reason your policy cancelled. Our records indicate you submitted this payment on July 14, 2016. On August 9, 2016, you stated you would remit a $120 payment on August 11, 2016 and call back on August 25, 2016 to set up EFT again. You submitted the $120 payment through your eService account on August 11, 2016 and contacted us on August 18, 2016 to make a payment of $202.69. We discussed setting up EFT going forward; however, you indicated you would review this with your wife and contact us if you were needing to implement any changes. Our records do not reflect we were contacted to re-establish EFT billing and the policy remained on direct bill.Even though you made partial payments through your eService account in October and November, we did not hear from you again until December 5, 2016, over three months later. At the time of your December call, the policy had already cancelled effective November 22, 2016 for non-payment of premium. While we appreciate your concern, the cancellation notice issued to you November 2, 2016 stipulated $307.63 was required prior to November 22, 2016 to avoid cancellation. When payment was not received, the policy cancelled. We have been consistent with our response that we are unable to reinstate your policy and the cancellation stands. The $98.26 balance remains due for coverage afforded through the cancellation date. This information was clearly outlined in the billing histories attached to my December 29, 2016 response.As we did not receive your final payment within 21 days of its due date, we forwarded the $98.26 balance to a third-party collections vendor, [redacted], on January 9, 2016. This 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. 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], thank you following up on your concern. If you have any unanswered 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 UnitTel: [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. 
As you will see...

attached is my original complaint and the response back from [redacted]. I has never told that there was a cancelation fee nor was my other agent. Every time we called to asked in regard to the charges all we were ever told is I don’t know why you are being billed that amount. I think [redacted] is crooked and I plan on letting everyone know what a snake in the grass they. We chose other insurance because their rates had gotten sky high and could not afford them. They need to accept that there is other insurance out there that offers even better benefits than them and at a reasonable rate. And they need to quit taking advantage of people for dropping their sorry service for a better policy and deal. I have never had to pay a cancelation fee because I chose another insurance. How is anyone supposed to get away from them if they have to pay to drop them? This whole thing is just wrong and I think they are just a money scheme.
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]