Advanced Mechanical Corp.

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I regret my prior response did not meet your expectations and appreciate the opportunity to further reply.    This policy was cancelled at your request effective July 25, 2016.  Your balance prior to the cancellation was $2,544.  After the $2,172 cancellation credit was applied according to the short-rate provision, your balance adjusted to $372.  If the policy was cancelled with no penalty, your cancellation credit would have been $2,312, a difference of $140. Therefore, the short-rate fee is $140.  You mentioned that you have paid $1,343. However, we have not received a payment since April 20, 2016.  Along with my prior response, I included billing histories reflecting the payments received.  The $965 credit was from the prior year’s endorsements to remove the 2000 [redacted].  At your request, the $965 was refunded to you, instead of being applied to your premium due on the 2016-2017 policy term. While we understand you were not anticipating the premium balance due, please understand that when you elected to cancel your policy prior to the expiration of the policy term, the short-rate provision was applied in accordance with your policy provisions.  The $25 cancellation notice fee and $5 billing fee were also waived as stated in my prior response.  The $367 ($227 policy balance for coverage provided from June 22, 2016 through July 25, 2016 + $140 short rate fee) remains due. 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: ###-###-####  Fax: ###-###-####

RE:  Homeowner Policy: [redacted]        Liberty Insurance Corporation/NAIC: [redacted]Dear Ms. [redacted],This is in response to your August 2, 2016 correspondence to the Revdex.com regarding your homeowner policy. I appreciate the opportunity...

to respond and hope to provide you with the clarity you are looking for.   Please accept my apology for your unfavorable 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.  Regarding the balance owed, I will provide a little background. You contacted us on March 24, 2016 and we initiated a new homeowner policy at your request effective March 25, 2016.  We accepted a down payment of $252 by credit card on March 28, 2016. However, a duplicate $252 credit card payment was processed on March 29, 2016.  We therefore issued a credit card refund on April 5, 2016.In the meantime, this policy was cancelled at your request retroactive to the March 25, 2016 inception date. A $252 refund check issued to you on April 12, 2016 for the down payment you previously remitted which was cashed on April 20, 2016. At this point, the policy balance was zero as you referenced, and we issued statements to you confirming a zero balance.  Although we had refunded all the payments remitted, you also filed a credit card dispute.  After the dispute was filed, the authorization was retracted for a $252 credit card payment and $252 was refunded to your card on July 5, 2016.  In other words, you received three refunds, two by credit card and one by check, yet you only remitted two payments.  You therefore owed us $252.On July 5, 2016, we issued a $257 bill ($5 bill fee included) to you due by July 25, 2016.  We spoke with you on July 11, 2016 and explained what occurred and why a bill was issued.  Additionally, we offered to contact the credit card company with you on the line.  However, our records reflect you elected not to continue the call. A letter was sent to you July 26, 2016 reminding you to remit the $257 payment to avoid collection activity.  When payment was not received, the balance was referred to collections on August 15, 2016.Liberty Mutual Insurance uses a third party vendor, [redacted]), to secure past due premium owed for cancelled policies.  Policyholders are referred to [redacted] when their policy has cancelled and the balance is not paid.  You requested monetary compensation for the time spent on this concern.  While we regret the miscommunication with the new business quote, we are unable to refund more than what was actually remitted. As a courtesy, I waived the $5 bill fee and the balance adjusted to $252. Ms. [redacted], the billing statement and a copy of the cashed check are attached for your review. Again, I am truly sorry your experience was unfavorable; however, please understand the $252 balance is due.  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]Enclosures

The guest has now accepted and signed the attached settlement release. [redacted]Claims Mgr II[redacted], #[redacted], FL [redacted]

Dear Mr. [redacted], Thank you for sending your inquiry regarding your homeowners policy, policy #[redacted]. This confirms that the policy was non-renewed on April 6, 2016.  A recent inspection of the property noted concerns with the lack of ongoing preventative maintenance that could...

lead to future losses and which does not meet our underwriting guidelines.  Specifically, the following items were noted: Front side exterior siding has peeling paint. Rear side exterior needs painted around window and door. Rear side window is broken. Front and rear side has discarded appliances. Left, right and rear side has debris/trash. On January 20, 2016, we requested that the repairs for the items above be completed by February 20, 2016. We also asked for confirmation of the completion of the repairs be provided by that date and included a return envelope for you to return the confirmation in. In your complaint, you stated that you submitted the proof of the repairs before February 20, 2016. Our records do not show that we received confirmation of the repairs by that date. Accordingly, we non-renewed your policy on April 6, 2016.  If you have proof that you sent in the documentation before February 20, 2016, please submit that information to us for review. We will review any information sent to us to determine whether or not a reinstatement of your policy is possible. We thank you for your understanding in this matter. Sincerely, [redacted]. Business Analyst

Dear [redacted],
This is in response to your additional concerns stated to the Revdex.com on June 11, 2015. I appreciate the opportunity to further respond and apologize your service experience did not meet your expectations.
Our records indicate when you contacted us on October 15, 2014 you advised you were only in need of the November 7, 2014 renewal policy for six months as you were moving. Therefore, I amended the cancellation effective date to May 7, 2015. After cancellation, a $1 refund issued to your credit card reflecting the credit due after the amended cancellation date.
While we appreciate your concern, your previous correspondence indicated you remitted the premium in full for the six months of coverage requested. I cancelled this policy after the six months consistent with this timeframe.
Although we previously issued a bill to you for $7, you never remitted the additional premium payment. Instead, the balance due was adjusted accordingly when the cancellation date was amended.
[redacted] please feel free to contact me with any additional questions or concerns.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

To Whom It May Concern:I am in receipt of Mr. [redacted]’s complaint regarding his March 06, 2012 occurrence being listed as an at faultaccident, the increase to his auto insurance premium, and his request to clear his record with [redacted].The accident occurred when Mr. [redacted]’s drivers’ side front...

door was caught by the wind and hit the front passengerdoor of a parked vehicle.  Liberty Mutual paid out $1,019.73 for the damage to the parked vehicle.  The accident is considered an at faultaccident due to Mr. [redacted] failing to secure his vehicle’s door.  At this time [redacted] will not be contacted to clear Mr. [redacted]’s record.   Please contact Team Manager [redacted] at [redacted] ext. [redacted] should you have any questions.Sincerely,[redacted]Claims Team Manager[redacted] ext. [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  To Whom it May Concern ;you claim you are sorry for all this problematic back and forth; but in what way can you compensate me. The fact is that I did call - I did speak with someone who stated my account was up to date and there are no charges incurred for canceling and never mentioned " early cancellation projection charges" . Also the fact that if you claim not to start a new policy , then why not continue to take money from my account as always - as you had permission to do . You did not contact me by mail or by phone which had been previously done repeatedly for any kind of concern . Your statement that you mailed me in February and March is a lie. That never happened . Because of my diligence , if that were true , this matter would have been resolved in February . I do not wish to pay any projection costs . Your company is a sham . You never provided me with protection as your adds claim , but continually took money and your rates were some of the highest I've seen even though I have an excellent driver record. Your company should rethink the way you treated me and not to mention , everyone I know that had Liberty Mutual and left . 
 
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. 
[redacted]'s request was for a quote, and a quote only. We sent  similar messages to 3 other insurance providers. We are under no obligation to provide any coverage documentation to Liberty Mutual. Frankly, that is none of your business.  This claim is false and either needs to be canceled.  
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I do not accept the response made by Liberty Mutual.  My policy was cancelled without evidence of alternative coverage.  The company refused to the correct error.  The non-intended recipient of the refund was allowed to get away with stealing the money without any recourse for repayment.   This complaint MUST remain, as a precaution to consumers not to do business with Liberty Mutual.  The company lacked policy & procedures, and training in handling special circumstances.  They have not been issued any requirements for corrective action, and remained unaccountable for their incompetence.  The records of my auto coverage remained in error, showing that I have been uninsured for more than 1 year when all along it had been paid for and the money was given away.  Not only have I lost money from the paid premium, I will also incur legal expenses to sue the recipient of my refund because Liberty Mutual refuses to recover the funds given away.  The frustration of the company's incompetence has caused me tremendous pain and suffering, and therefore, the complaint MUST remained with the Revdex.com as unresolved.  I would not want to wish this on someone else.  Consumers:  Please do not do business with Liberty Mutual.    
Regards,
[redacted]

I have been unable to locate a policy or claim with the information provided.  Please provide a claim or policy number or any additional information.Thank You,[redacted]

Please see attached for response to complaint.

Dear Mr. [redacted], This is in response to the May 18, 2016 correspondence to the Revdex.com.  I have been asked to respond and I appreciate the opportunity.At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing...

costs of repairs, medical expenses, and extreme weather call for a review of our prices.In addition there are discounts on your auto policy that decrease slightly each year such as the Early Shopper, New Move and New to Liberty discounts. Although your policy may be eligible for these discounts for several years, the amount of the discounts decreases each year as the policy ages.As a result of your great driving record, your policy currently qualifies for Accident Forgiveness if you remain incident-free. If you have an accident, we take your excellent history into account and the accident would not impact your policy price as accidents typically do.While we appreciate you as a responsible customer, your driving history is only a portion of the information used to calculate your policy price. Even though you have had no claims that impacted your premium, all policyholders’ premiums are used to pay for the claims of others. Other factors I referenced earlier may impact the overall premiums we charge.  When we calculate the price for your collision coverage, for example, we have to factor in what repairs shops are currently charging.   Like your auto policy, there are some discounts that decrease over time on your homeowner policy.   The Early Shopper, New Roof, New Home and Recent Home Buyer discounts are applicable to your homeowner policy and gradually decrease at each renewal.  You are also receiving a Claims Free discount due to your excellent claims history.In addition, the dwelling coverage increased upon renewal. In 2014, you carried $205,600 in dwelling coverage which was increased to $205,800 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.Mr. [redacted], I thank you again for reaching out with your questions and comments about your policy price. As a valued customer, I hope that I have answered all of your questions today. If not, please also feel free to contact me directly. I will be more than happy to assist you.Thank you for being a Liberty Mutual customer! Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitTele: [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]. 
[There are still outstanding issues to be resolved with my attorney.]
Regards,
[redacted]

While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal.  At this time our position remains the same and we would ask that you close this file. Should the consumer submit new information regarding this dispute, we will be happy to review and respond. Thank You,[redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I apologize if our previous response did not meet your expectations and appreciate the opportunity to further reply.    This policy was cancelled at your request effective July 5, 2016.  Your balance prior to the cancellation was $4,479.60.   After the $4,066.81 cancellation credit was applied, your balance adjusted to $412.79.  If the policy had been cancelled with no penalty, your credit after cancellation would have been $4,600.61, a difference of $533.80.  The short-rate fee is therefore $533.80.  With respect to your request for a billing statement, our prior response indicated one was mailed to you.  In case you have not received it yet, I enclosed another copy with this response.      Thank you for your $415.79 payment received on August 20, 2016.  There is no longer a balance owed. While we acknowledge you have been a valued customer for many years and regret you were not anticipating the premium balance due, please understand that when you elected to cancel your policy prior to the expiration of the policy term, the short-rate was applied in accordance with your policy provisions.  We are unable to make an exception based on tenure or loss history.  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]Enclosure

This letter is in response to your complaint filed on January 28, 2015 with the Revdex.com regarding the payment of Diminution of Value on your vehicle, for claim number [redacted]. The investigation of the accident has indicated that on August 26, 2014 your vehicle was...

damaged by a collision with our policyholder, for which we have accepted full responsibility. Your vehicle was appraised and repaired by [redacted] in Trussville, Alabama. Based on their estimate and appraisal, your vehicle was not deemed a total loss. Our records indicate that your vehicle is a 2006 [redacted], with 149,827 miles on it at the time of the loss and estimate. Diminution of Value settlement offers to third parties are not required by law, but are extended as a courtesy and are generally not offered on vehicles with an excess of 100,000 miles. Based on an initial review of the vehicle condition and mileage, there was no DV settlement presented given those factors. However, after reviewing the reports which were submitted and the pre-accident condition of the vehicle, a second offer was extended of $913, and a third offer of $1,000. At this time, the final offer of $1,000 will remain the available settlement for the Diminution of Value on your vehicle. We are comfortable with this value with consideration for the age, mileage, and condition of your vehicle. As you indicated in our discussion on January 28, 2015, your attorney, [redacted] of [redacted], will be handling this matter going forward. As such, all further communication will be handled directly with his office and your representative counsel. I hope this sufficiently answers your inquiry.  If you have any questions regarding this letter, please contact me at ###-###-####.Sincerely,[redacted]Team Manager,Bodily InjuryPersonal Lines Claims

March 27, 2017     Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705     RE:       Complaint #[redacted]               LM General...

Insurance Company     To Whom It May Concern:   This letter is in response to complaint #[redacted] sent to us March 25, 2017.      A policy qualifies for Accident Forgiveness if each of the policy’s experienced drivers has not had an accident in the five years prior to the inception of the policy. Prior to the March 9, 2016 inception of the insured’s policy, there was an incident which took place on November 17, 2014.   As the insured did not have five clean years prior to the policy’s inception, the insured’s subsequent September 1, 2015, and October 28, 2015 losses did affect their policy premium at the time of their 2017 policy renewal.   Thank you for the opportunity to address this matter.     Product Compliance LM General Insurance Company

Liberty Mutual has reviewed the complaint filed by [redacted] and has attempted to contact her to discuss her concerns via phone and e-mail 3 times within the past 24 hours without response.  As such, we are sending via certified mailing our response to her home address.  We have...

thoroughly reviewed her claim and unfortunately based on the information we have available to us at this time, there is no Coverage in effect on an active policy between Liberty Mutual and the Employer for the injuries sustained on 12/10/14.  This was confirmed to be the date of injury by [redacted] during a recorded statement taken with her knowledge and consent. The Employer should file [redacted]'s claim with the proper Insurance Carrier who had an active policy in effect on 12/10/2014 so that [redacted] can be provided the benefits she is due/entitled to. I hope that in reading the response to her complaint that [redacted] is able to secure clarification as to the actions we have taken. In the future, I encourage [redacted] to feel free to contact Liberty Mutual directly to discuss these issues.  We would gladly clarify anything for her that she is not understanding regarding the Claims process, questions she may have on any formwork she receives, etc.   Thank you.

RE:       Insured:                           �...⇄                                      Claim #                                 [redacted] �...⇄             Date of Accident:                   09/11/2015            Underwriting Company:          [redacted]  To Whom It May Concern: The review of the facts and circumstances surrounding the above incident has enabled us to make a decision.  As aninsurer, we are not under obligation to pay all claims as presented, regardless of the cause and the manner of the accident. Our obligation is to reimburse only if our insured was legally at fault for the accident.  We have attempted to appraise fairly and properly all the information and reports available to us regarding the occurrence of this accident; and being guided by these facts, it is our conclusion that we are not liable for the loss. The insured claims he was struck in the rear while making a turn from the right hand lane. We regret to advise you, therefore, that we will be unable to pay your property damage claim. If you have any questions or concerns please feel free to contact me directly at [redacted] or [redacted]  Sincerely,  [redacted]