Advanced Mechanical Corp.

attached is our response letter.

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]

RE:      Personal Automobile Policy: [redacted]           Liberty County Mutual Insurance Company NAIC: [redacted]            Dear Mr. [redacted],This is in response to...

the December 11, 2015 correspondence to the Revdex.com. I have been asked to respond to your concerns. Thank you for reaching out regarding your coverage concerns and the balance due on your automobile policy. I am truly sorry we have lost you as a customer, but am happy to answer your questions in the hope of providing you with the clarity you are looking for.Please accept my apology for any miscommunication that may have occurred regarding the coverage applicable to the personal property in your trailer. I regret any inconvenience this matter may have caused you.First, I would like to provide a little background to address your coverage concerns regarding the personal property in your trailer.  This policy initiated effective November 2, 2015.The policy provisions issued to you at the policy inception defines a trailer as a vehicle designed to be pulled by a private passenger auto, pickup or van.When pulling the trailer behind another vehicle Liability, Medical Payments, and Uninsured Motorists coverage is extended from the vehicle pulling the camper or trailer. Physical Damage coverage is also available if requested.  Personal property that would be covered includes facilities or equipment used and installed in the trailer. For example: cooking, dining, plumbing or refrigeration, and any other facilities or equipment designed for use with the camper or trailer. In addition, additional coverage endorsements can be purchased for items added after the original purchase of the camper or trailer such as awnings, cabanas, and additional living facilities.When the trailer/camper is not attached to the covered auto or permanently parked in a park location; liability coverage for the trailer would be provided via your home policy (however, this can vary from carrier to carrier). Since you do not insure your home with Liberty Mutual, I am unable to speak to the coverage available for your trailer on your home policy.  In addition, Personal Property stored in the trailer while parked would need to be covered under a separate homeowner’s policy. Due to the unique nature of mobile/manufactured home policies, these homes are better addressed by a specialty insurance carrier. Liberty Mutual is currently not writing manufactured/mobile home insurance; however, we have partnered with Assurant Specialty Property who does write this line of business. Please feel free to contact an Assurant sales agent at [redacted] if you are interested in a personalized manufactured home quote.Regarding your billing concerns, we received one payment of $141.99 on October 30, 2015 and a second payment of $138 on December 2, 2015.  On December 9, 2015 you requested cancellation of this policy effective the November 2, 2015 inception date.  This resulted in a refund to issue of $279.99.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 two weeks. Therefore, a hold was placed on this refund to confirm the payment would not be returned. The $279.99 refund was scheduled to issue to you December 16, 2015.  However, your payment of $138 received December 2, 2015 was later returned unpaid on December 14, 2015.  In addition, a $25 return payment service charge was applied to your policy balance.  As a courtesy, the $25 return payment service charge was waived, and the amount of the refund due to you adjusted to $141.99.  Our records indicate a refund check for the $141.99 issued to you on December 16, 2015.  Please allow 7-10 business days for receipt.  I have attached a billing history that shows the payments received along with the changes made to the policy for your review.  Mr. [redacted], I thank you for contacting us with your concerns. 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. 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 Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Upon receipt of the customers initial complaint, our insured's representative spoke with the vet that examined the dog in question.  Dr. * advised that [redacted] had too many chronic/pre-existing conditions to determine if the dentastick played any role in her current illness.  Our...

representative was further advised that [redacted]'s vet felt the dentastick was highly absorbable and her symptoms were more than likely related to her underlying diabetes.  Further investigation revealed the batch samples for this product were within specifications.Based upon the above information, we advised the customer that we were unable to find where the product was defective and/or the proximate cause of [redacted]'s illness, therefore her claim was denied.  If the customer has any additional information, we are happy to re-open the file and investigate the matter further if needed.

This is in response to your March 16, 2015 correspondence to the Revdex.com regarding your policies.  I appreciate the opportunity to respond to your concerns.  [redacted]This policy initiated effective January 6, 2012, subsequently renewing each year, most recently...

January 6, 2015.  You selected paperless documents and monthly Electronic Funds Transfer (EFT) as your preferred payment method at the policy inception.  [redacted]This policy initiated effective January 1, 2013, subsequently renewing each year, most recently January 1, 2015.  You also selected paperless documents and EFT for this policy.   Renewal documents issued to you approximately thirty days prior to the renewal dates of your policies each year.  Since you selected paperless documents, an email notification issued to you advising that your renewal documents were available for viewing.  An EFT withdrawal notification was also included to notify you of any adjustments to your monthly payment amount.  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.  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.  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 Insurance.  Each insurer rates policies according to their own rating practices as filed with the state.  Our rates are based on our collective loss experience in the state of Washington.  We review our rate plans continuously and strive to provide quality insurance at the lowest premium possible.These policies were cancelled effective March 14, 2015 at your request.  The rates we charged were appropriate and there are no refunds due.Mr. [redacted], we regret your decision to cancel these policies and are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.

On August 12th after receiving the complaint, I immediately contacted Ms. [redacted] to discuss the details of the case and the reasoning behind the delay in the claims process.  I explained that as an insurance company that she is filing a claim against it is the responsibility of the insurance...

company to retain all the appropriate information before making a liability decision.  In this case the file was called into our attention on July 9th, 2015 by our customer [redacted] and indicated that our driver was traveling in a roundabout traffic circle and was struck by another vehicle (Ms. [redacted]).  We did speak with Mrs. [redacted] the same day July 9th, 2015 and her details of the loss showed questionable liability therefore the insurance company and claims representative [redacted] had to complete a full investigation into the auto accident.  Mr. [redacted] received the police report on July 17th , which did cite our insured for being responsible for the accident.  In the meanwhile Mr. [redacted] left numerous messages with our driver to obtain a statement to discuss the actual details of the loss.  Mr. [redacted] left 10 messages with the customer driver and sent a letter with no response.  We finally spoke with the driver's manager on August 11th, 2015 and confirmed that the driver no longer works for [redacted] and would not be providing a statement.  Immediately after that conversation with our customer we contact Ms. [redacted] and let her know that we have finalized liability and will be making a full payment for the repairs to her vehicle.  The check was issued out to Ms. [redacted] on August 12th, 2015. in the amount of $3,495.70.  There may have been a delay in handling the claim however it is the obligation of the insurance company to make a full and final decision after speaking with all parties that were involved in the accident.  When speaking with Ms. [redacted] about the loss and delays,she did seem as though still frustrated for the unwarranted delays even after I explained the process however she was satisfied that a payment had gone out and she had put this claim behind her.  Please if you have any questions or concerns to reach me at either e-mail [redacted] or phone [redacted]  Thank you for your time.  [redacted]

RE:Complainant’s...

Name:                                     �...⇄ Number:                                    �...⇄ Number (if relevant):                                   ...⇄ [redacted]Policyholder Name:                                                        [redacted] LlcFull Underwriting Company Name:                             Liberty Insurance CorporationNAIC #:                                       ...⇄ Complaint Number:                                    �...⇄ [redacted]Dear Ms. [redacted]:Thank you for your correspondence submitted electronically to the Revdex.com dated January 29, 2016.As discussed this date, payment has been issued in satisfaction of [redacted]’s subrogation demand, dated October 19, 2015. Payment was issued on January 27, 2016, made payable to Damage Recovery Unit, mailed to [redacted] in the amount of $3493.77. The check number for this payment is [redacted].As you may be aware, this amount was slightly less than the requested amount. The difference of $45.60 reflects an adjustment in what was considered reasonable labor rates. This difference was agreed and accepted by [redacted], as evidenced below in an Email chain between the Liberty Mutual Claim’s Representative, [redacted] and [redacted] Recovery Specialist:From: [redacted] [redacted] Sent: Saturday, December 19, 2015 10:37 AM To: [redacted] Subject: CLM#[redacted], I received the offer letter from [redacted] for this claim.  It requested to send support for the taxes paid.  I have attached the original offer letter and supporting documents for the taxes paid. I will accept the reduction in Body Labor for $45.60.  Please consider a revised offer to submit payment for $3493.77.Thank you [redacted] Recovery Specialist Damage Recovery Unit [redacted] office [redacted]direct [redacted] fax [redacted]   Payment Website: [redacted]   Payment Line [redacted]   If you have any feedback regarding the handling of this claim please send an email to: [redacted] As of the filing of this response, Liberty Mutual has received no further inquiry or request for additional compensation related to this claim, and for this reason, believe the claim for [redacted] has concluded.At your request today verbally, I have also requested a copy of the check and will submit to you.If you have any further questions concerning this accident, please do not hesitate to contact me. My work hours are between 8:30 AM and 4:30 PM, Monday through Friday. Respectfully,   [redacted] Claims Team ManagerCommercial Auto Centralized ServicesLiberty Mutual InsuranceDirect Dial: [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].  
 
Regards,
[redacted]

Liberty Life conducted two clinical reviews of the medical and diagnostic records contained on file as outlined in our prior response. Upon our receipt of the Revdex.com review we conducted another clinical review which agreed with the prior clinical assessments. We understand that you disagree with our denial determination, however; our position remains as outlined in our letter dated February 20, 2015. As outlined in our February 20, 2015 letter, your administrative right to review has been exhausted and nofurther review will be conducted by Liberty and your claim will remain closed. You may request to receive, free of charge, copies of all documents relevant to your claim. You have the right to bring a civil action under section 502(a) of ERISA following an adverse benefit determination on review.

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] simply requested a quote, and did not at any time request an actual policy. The charge is inaccurate. The quote was for cost comparison and this has been clearly communicated. The billing and subsequent late payment notification is invalid and unethical.    
Regards,
[redacted]

Dear Ms. [redacted],
This is in response to your January 26, 2017 correspondence to the Revdex.com regarding your automobile policy. Please accept my apology you did not previously receive an adequate explanation regarding the balance due on this policy. While our records reflect you...

were billed appropriately for the balance owed, I am happy to respond. My hope is to provide the clarity you are looking for.
First, I will provide a little background. Your auto policy was created on April 29, 2014 and renewed on April 29, 2015. $2,559 was your renewal price for the policy, which we cancelled at your request on April 28, 2016.
When you first set up the policy, you selected our Electronic Funds Transfer (EFT) option as your preferred payment method, which you kept in place throughout the life of the policy. There are twelve EFT payments (one per month) for each policy term, which amounted to $213.25 due each month. You selected the 28th as your withdrawal date. The first payment was scheduled May 28, 2015 and final payment scheduled April 28, 2016.
Your policy term was in effect for one day short of 12 months at the time it was cancelled, but you only made 11 monthly payments because the last $213.25 payment on April 28, 2016 was returned due to non-sufficient funds.
When the payment was returned, a $25 returned payment service charge was assessed which increased the total due to $238.25. We issued a $243.25 bill to you on June 30, 2016 due July 20, 2016 for the dishonored payment. This amount included a $5 bill fee.
We later cancelled this policy one day before the April 29, 2016 expiration of the policy term. The credit for the one day was $6.56. Your balance due adjusted to $236.69. A $241.69 bill issued to you on July 28, 2016, which included another $5 billing fee.
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 [redacted] 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.
Our records reflect the balance was resolved with your payment to [redacted]. The amount you paid did not include the fees previously assessed. There is no longer a balance due. There was no adverse credit reporting as a result of the prior collection activity. I enclosed your billing history for your reference.
We acknowledge we could have set better expectations regarding your billing. At the same time this policy was expiring, you initiated a new automobile policy with us. We accepted a $207.74 down payment for the new policy on April 15, 2016. It must have been confusing for you since you also had a $213.25 payment withdrawn for your expiring policy two weeks later on April 28, 2016. You contacted us and advised us that you were charged returned payment fees by your bank. Our records reflect we reimbursed you for the bank fees you incurred due to the confusion.
In summary, while the premium was owed, we are glad you reached out so we may review what we could have done differently to ensure you had a positive experience.
Ms. [redacted], thank you for contacting us with your billing questions. We appreciate having you as a customer and we are truly sorry for the frustration you have experienced. 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 Specialist
Customer Care Unit
[redacted]
Enclosure

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. 
Also, I would like to inform you of the very poor customer service we received in dealing with this issue. My husband called numerous times and always got the run around. At one time he spoke with a supervisor in [redacted] who informed him that our auto policy had been canceled and then reissued each time a change was made. He was also told at one point that the system was down ( in [redacted]) and never received a call back. Another agent told him that from the very beginning we were quoted wrong as the call center sent us to an agent in [redacted] instead of [redacted].Yesterday I received a call from the agent I initially set the policy up with. He told me the new policy was 758.00 because the underwriters found that we should have not received the initial multi- policy discount and that would be the $50.00 difference. I told him I needed to speak with someone that could break down the new policy and fees. He then transferred me to another person who told me our policy would be 740.00 for the year and the multi-policy discount if we would have added homeowners insurance was only 20.00.I do not understand all the run around and why every agent we talked to only had excuses instead of a real reason the fee changed. The last two people I talked with still had a different rate for me within the two minutes it took to transfer my call!I have never gone through anything like this with any insurance company in over 20 years of purchasing car insurance.
Regards,
[redacted]

Dear Mr. [redacted],This is in response to your January 30, 2015 correspondence to the Revdex.com regarding your homeowner policy.  I appreciate the opportunity to respond to your concerns.  Please accept my apology for any miscommunication that may have occurred resulting in this...

policy remaining active until cancelled for non-payment of premium.  I regret the difficulty you encountered with reaching a resolution to your concern and the inconvenience this matter has caused.This policy was implemented on July 10, 2014 to be effective July 18, 2014.  The enclosed application signed by Ms. [redacted] on July 10, 2014 confirms this policy was initiated at your request.  In addition, a Declarations page issued to your mortgagee by email on July 10, 2014 and July 11, 2014 and to Ms. [redacted] by facsimile on July 19, 2014.      This policy cancelled for non-payment of premium effective October 28, 2014 after several bills issued to you and your mortgagee remained unpaid.  After cancellation, a $334 bill issued to you November 4, 2014 due November 24, 2014 reflecting premium due for coverage provided through the October 28, 2014 cancellation date.  No payment was remitted and the $334 balance was referred to collections December 15, 2014.  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 balance is not paid within 21 days after the final bill due date.  On January 30, 2015 we were notified you did not intend to initiate this policy and we therefore amended the cancellation date retroactive to the July 18, 2014 inception date at your request.  The balance due was adjusted to zero.  There was no adverse credit reporting as a result of the previous collection activity.  Mr. [redacted], we are sorry to have lost you as a customer.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]

Please be advised that your inquiry has been directed to a manager to contact you by telephone today to explain the overpayment on your claim. In addition, a revised letter will be sent to you explaining the overpayment in detail. Thank you for contacting us in order to allow us to address...

your service issue.

RE: Personal Automobile Policy: [redacted] LM General Insurance Company/NAIC: [redacted]Dear Mr. [redacted],This is in response to your June 28, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply and regret the...

frustration you have experienced.As a company driven to meet the needs of our customers, we thank you for taking the time to bring this to our attention.  I have provided feedback concerning this matter to the appropriate management for review. Your feedback matters a great deal to us and is helpful in identifying areas we must focus on in the future to ensure our customers are consistently receiving the exceptional service they deserve.In reviewing your concern, the customer service representative you spoke with did apply the Accident Prevent Course discount effective June 28, 2017, causing a $245 pro-rated credit. Although the annual difference for the discount to be added was $402, this full amount would only be refunded if the policy was paid in full. Since the policy was not paid in full, the credit does not mean a refund. Therefore, when the policy was cancelled effective June 28, 2017, it only generated a small refund, as again the credit is not a refund.  In efforts to correct the misinformation and to provide an equitable resolution, I backdated the discount to the policy inception date, January 27, 2017.  This will create an additional credit. However, it still will not be $420 you were expecting as you were paying the policy in installments and the $420 was calculated based on payments that would have been collected in the future.Mr. [redacted], thank you for reaching out and I regret that my response is unfavorable.  If I can be of further assistance, please let me know.  I am happy to assist.Sincerely,[redacted]Associate Customer Care Specialist Customer Care UnitT: ###-###-#### F: ###-###-####

While we understand that the consumer disagrees with our position on this matter, they have notprovided any additional/new information in their rebuttal.  At this time our position remains the sameand we would ask that you close this file.Should the consumer submit new information regarding this dispute, we will be happy to review andrespond.Thank You,[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]. 
[redacted] has not contacted me.  She has not even followed up with my witnesses as she stated she would.  She didn't do her due diligence in regards to this case to get the complete information.  [redacted] didn't call me, because I have voice mail capabilities on my phone, as well as a call log and she didn't leave a message or contact me via email.  Had she contacted me I could have provided her my new address as I have moved.  So I didn't receive any letter of denial from her either.  Furthermore how can you deny something where she didn't follow up on all aspect of the case. This is extremely frustrating and very unprofessional of liberty mutual.  As [redacted] stated in the letter the last email correspondence was 1/11/2016 which is incorrect.  I emailed [redacted] on 1/13/2016 and still didn't receive any response.  Please provide time stamped information showing the email that she sent me.  Please also provide time stamped information showing she called me on 3/28/2016.  This company is trying to get of paying a claim that they are legitimately liable for. I have provided [redacted] with so much information that she has neglected to mention in the response. Please pull all calls.
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. The Doctor *, cited in your response is the emergency Doctor we took [redacted] to AFTER the [redacted] incident. Doctor [redacted] from [redacted] treated [redacted] in order to save her life, from her failing health caused from the [redacted] due to [redacted]'s Diabetes not being under control.In order to regulate [redacted]'s Diabetes, [redacted] needs to eat becuase that is what insulin requires. The pain and suffering the [redacted] caused [redacted], is likely to have mentally caused [redacted] to stop eating. The [redacted] lodged in her intestine caused her diarrhea (bloody), and pain when she tried to excrete fecal matter. These unfortunate events more than likely would cause a small dog to try to stop the pain anyway she can, even if it mean to stop eating. Therefore, her diabetes was left unregulated and on 09/06/14 [redacted] had to be brought to emergency becuase her regular Doctor/Veterinary center, [redacted] of [redacted], wasnt open at t*at time. Dr * or D.V.M MJ [redacted] is not a suitable candidate for resolving the dental stick incident; as she only dealt with [redacted]'s diabetes regulation. 
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 have provided all supporting Doc. from my physician staff. I am not working for the previous employer,   and therefore the treatment I get.
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].  
This is not an acceptable response because the letter that is attached is requesting that payment still be made by a certain date. A cancellation letter would be a statement simply saying that our policy was cancelled due to non-payment. It would not say that the policy is subject to cancellation if payment is not received by a certain date. Once the payment is not made, anyone reasonable person would say that then a cancellation would be sent. Our agent said that he did not even know that it was cancelled . Can you please send information on when the cancellation (not warning as attached) letter was sent by certified mail to either myself or my agent? If no such certified letter was sent, I would just like to make sure that it is known that Liberty Mutual does not deem it necessary to notify its policy holders of final cancellation by certified mail or by any means as we did not receive any correspondence after the attached letter. We also would like then a refund of our premium as you noted it was over paid.
Regards,
[redacted]