Advanced Mechanical Corp.

Dear Mr. [redacted],
This is in response to your May 12, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
This policy was cancelled at your request effective April 9, 2015. Prior to the policy...

cancellation, a bill for $74.29 was sent to your employer on April 6, 2015 for a payment to be taken from your paycheck on April 17, 2015.
Due to the remittance process on some payroll accounts, it is normal to have a delay between our request for payment and the payment being applied to your policy.
When you contacted our sales office on May 8, 2015, your policy balance was $82.67. However, on May 12, 2015 we received three payments from your employer of $74.29, totaling $222.87. This resulted in an overpayment of $140.20. A refund check issued to you for $140.20 on May 12, 2015. Please allow 7-10 business days for receipt.
Mr. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any unresolved questions or concerns. I will be happy to assist you.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I am on the policy from the time we got the insurance, I left message  saying they need to be more mindful of  who their clients are. Recently within the past week I received a message that the overdraft fee of $29.00 will be sent to be as a check, so if I receive it I will ask the case to be closed..]
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. 
[Someone from this office contacted me earlier via email and responded as follows:your words attempt to sound noble, but as it is your agent lied to us when he said that it would be off my record in three years; if we had known the lie was on my record in the first place, it would have been dealt with before we left our previous insurer; for your agent to say one thing to get customers and then reveal something else afterwards is a lie and is fraudulent, and what you say here does not change that; we are in the process of dealing with this latest lie with the proper authorities and we will be dropping you as soon as possible; you need to change your commercials to reflect what you truly are and how you really treat your customers because I can't stand to watch them anymore; how would you feel if you didn't know that something was on your driving record for almost three years, you found out after switching to another insurance carrier who lied to you and told you it was there and that it would be removed after three years, then that same person told you after everything was said and done that it would be two more years before a false claim would be removed from your driving record when the company he represents is constantly flashing what amounts to false advertising on tv? I don't like your company, and I will not be recommending you to anyone else; I don't hate anyone that much. My beliefs have not changed. This company and its representatives lied in their advertising and when my family and I were seeking a new insurance carrier. If we had been told the truth, we NEVER would have selected this company as an insurance carrier. I feel that the agent knew this, which is why he did not mention it at all period! Your company is guilty of deceptive advertising and fraud. You should be disciplined by the insurance industry and the public needs to be informed about your deception and fraud before anyone else is lied to. If you are so honorable as you pretend to be before the Revdex.com, you will be transparent to the public, who relies on truth in coverage and full disclosure, that is , if you are capable of such. If you are rejecting the business's response please enter your rejection comments here.]

Rebuttal response attached

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]

Ms. [redacted],Please allow this correspondence to respond formally to yourRevdex.com Complaint dated November 28, 2014. Within your Complaint, you highlight several points ofconcern in regards to your customer experience and I addressed those concernsbelow: 1)     You indicate...

that the Claims Specialist utilized“deceptive practices” in an attempt to secure a recorded interview.  Response: Liberty Mutual’s expectation is that all ClaimsSpecialists secure a recorded interview in relation to an accident from allparties involved. During that interview, we ask questions concerning theaccident as well as injuries. The recorded interview is used in addition to allother pieces of evidence in order to determine liability. 2)     You indicate that Liberty Mutual had “notprovided you a rental”.  Response: At the date/time of your Complaint, Liabilityhad not yet been finalized by the Claims Specialist – namely because we had notyet secured your interview. It is not until after Liability has been finalizedthat we as the third-part carrier would approve (i.e. agree to pay the cost) ofrental. The Claims Specialist finalized Liability on 12/1/2014 and per theNotes, spoke to you on that date where you explained that your carrier waspaying for the rental and would then subrogate for reimbursement. 3)     You indicate that the Claims Specialist did notmake your claim a priority and did not show sympathy for the fact that you wereinvolved in a loss. Response: According to the file Notes, the ClaimsSpecialist contacted you directly on 11/24/2014 at which time you outlined thatyou were represented by an attorney. It appears that the Claims Specialist requestedyour attorney’s information but that you did not provide the same. Once we aremade aware of an attorney’s involvement, we do not interact directly with thecustomer because attorney’s will request that all communication stops. TheNotes explain that you would have your attorney contact the Claims Specialist. Inthe meantime, the Claims Specialist continued to work on your file again on11/24/2014, 11/25/2014, 11/26/2014, and then again on 12/1/2014 when shefinalized Liability and confirmed that your carrier was addressing rental. Based on my above findings, it appears that no delaysoccurred in the handling of the file. In terms of your perceived lack ofsympathy or empathy, this appears to be a negative byproduct of having anattorney representative involved because the Claims Specialist was byextension, unable to interact with you directly.  Please let me know if I can assist you further in this matter or provide any additionaldocumentation to conclude this inquiry.   Sincerely, [redacted]###-###-####ext. [redacted]Claims Team Manager

Dear Mr. [redacted], This is in response to your February 20, 2017 correspondence to the Revdex.com regarding the above referenced homeowner policy. I appreciated the opportunity to speak with you on multiple occasions. Please accept my apology for your recent service experience. We expect...

our representatives to provide complete and accurate information and to be responsive to our customers’ needs. I regret this is not consistent with what you described. Your feedback will be used to review what we could have done differently to ensure a positive experience. To provide some background, our records show the homeowner policy initiated effective September 13, 2016 with an annual premium of $1,089. A new business packet issued to you after the policy initiated and your mortgagee was issued a $1,089 bill on September 19, 2016 due October 9, 2016. When this bill was not paid a $1,089 past due bill issued October 18, 2016 due November 7, 2016. In addition, notification was issued to you advising payment for the policy was not received. Since the mortgagee did not remit payment, a $1,089 bill issued to you on November 18, 2016 due December 8, 2016. No payment was received. Therefore, a cancellation notice issued to you on December 12, 2016 advising a minimum payment of $1,089 was due prior to December 27, 2016 to avoid cancellation. When we did not receive payment, this policy cancelled effective December 27 2016 for non-payment of premium.  After the cancellation, a $776 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $313. On January 3, 2017, we issued a $313 bill due January 23, 2017. When payment was not received, we forwarded the $313 balance to a third-party collections vendor, [redacted]) on February 13, 2017, which is how all unpaid balances on cancelled policies are managed at Liberty Mutual. This course of action is one we must take when we do not receive final payments on cancelled policies. Upon receipt of the Declarations pages showing continuous coverage since September 13, 2016, I amended the cancellation date retroactive to September 13, 2016 and the balance due was adjusted to zero. [redacted] will be notified of this adjustment and there has been no adverse credit reporting as a result of the prior collection activity. I attached a billing history for your review.Mr. [redacted], we are sorry to have lost you as a customer. I hope all your questions have been answered today. However, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]
[redacted]Enclosure

Dear Ms. [redacted],This is in response to your November 25, 2016 letter to the Revdex.com regarding your automobile policy. I have attempted to contact you by telephone, but have been unsuccessful in reaching you.Please accept my apology for the difficulty you have encountered with...

successfully cancelling this policy. I regret any inconvenience this matter has caused.On December 1, 2016, I contacted your new carrier and requested that they fax the required Notice of Transfer of Insurer to me directly. This was received and the cancellation date is being updated to September 23, 2016, the same day you obtained alternate coverage. Since the policy previously cancelled for non-payment, we are in the process of correcting this by reinstating the policy and applying the appropriate cancellation date. However, this is a multi-step process and may take up to 3 business days to update. Once complete, your balance due will be adjusted to zero. Ms. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. If you have any further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unitphone: [redacted]

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.First, I would like to clarify my previous response.  I advised the policy term is one year so the initial policy term expired on December 20, 2015.  I explained that we do not have fifteen month contracts.  You had a twelve month contract and your premium may change at the expiration of the contract.  This policy renewed on December 20, 2015 and the renewal term was active three months and twelve days.  So while I understand your reference to fifteen months, we refer to each annual contract separately and I regret if this caused any confusion.  Secondly, your coverage for the renewal term was effective from December 20, 2015 – April 1, 2016.  This was more than three months.  If your renewal policy had been in effect exactly three months, coverage would have ended on March 20, 2016.  Instead, your policy was active almost two weeks longer.  Since the renewal policy was active for more than three months and we only received three monthly payments, the balance of $56.75 reflects the premium due for the additional time we provided coverage through April 1, 2016.  You also indicated concern with discounts received.  As itemized on the Declarations page, you received multiple discounts while your policy was active.   We appreciate your feedback regarding our commercials.  However, there are many factors that may impact the premium charged and we are unable to commit to the same premium year over year.  The premiums we charge are the rates needed to ensure we meet our financial obligations to our customers.  With respect to your concern that you did not receive prior notification of the premium change, I enclosed a copy of the email notification issued to you November 16, 2015, over one month prior to the renewal date, advising your renewal documents were available for viewing online. The premium charged was appropriate for the time we provided coverage.  There is no refund owed to you. The $56.75 balance remains due.  Mr. [redacted], 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,[redacted] [redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Liberty Mutual response letter regarding Revdex.com File Number: [redacted].

Dear Ms. [redacted],This is in response to your correspondence received through the Revdex.com on April 22, 2016 regarding your automobile and tenant policies.  I am truly sorry we have lost you as a customer and appreciate the opportunity to respond.  I will provide a little...

background on how we arrived at the balance due.Personal Automobile PolicyThis policy initiated effective October 24, 2013 and subsequently renewed each year, most recently October 24, 2015 with an annual premium of $3,621.  Following the October 24, 2015 renewal you added an operator to this policy effective October 28, 2015 which resulted in a pro-rated premium of $53 and the policy balance was adjusted to $3,674.  We received one EFT payment totaling $306.17 ($3,674 divided by 12 with the final payment adjusted a few cents), this reduced the balance remaining to $3,367.83.We added the 2011 [redacted] effective November 5, 2015 which resulted in a prorated debit of $1,287 and adjusted balance due of $4,654.83. Since we did not receive notification of your intent to cancel and no additional payments were applied, this policy eventually cancelled for non-payment of premium effective February 5, 2016.  After cancellation, a $3,591 pro-rated credit was applied to the policy balance for an adjusted balance due of $1,063.83. A final $1,063.83 bill issued to you February 11, 2016 due March 2, 2016. Tenant PolicyThis policy also initiated October 24, 2013 and like the automobile policy renewed each year, most recently October 24, 2015 with an annual premium of $259.  The payment schedule was the same as for the automobile policy. We received one $21.58 EFT payment and the balance adjusted to $237.42. Since no additional payments were applied, this policy also cancelled for non-payment of premium effective February 5, 2016.  After the cancellation credit of $186 for the unused portion of the policy term the balance due adjusted to $51.42.  We billed you for this amount on February 11, 2016 with a due date of March 2, 2016. SummaryAs we did not receive your final payments within 21 days of the due date, we forwarded the balances totaling $1,115.25 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.Thank you for taking the time to speak with me April 25, 2016 so I could obtain information regarding the effective date of your new insurance policies.  I have amended the cancellation dates to December 4, 2015 to reflect the date you secured alternate coverage.  The balances due have been adjusted accordingly.  Since your policies were active approximately 1 ½ months (6 weeks); yet, only one monthly payment was received, there will be a residual balance due for each policy.  However, your policies will be removed from collections and additional time will be allowed for payment remittance as revised bills will issue to you with a due date of twenty days after issuance. I also mailed a copy of this correspondence to the address on file in response to your request for a letter.  Ms. [redacted], we are sorry to have lost you as a customer. I hope my response provides the clarity you are looking for. I included billing histories for your review. If you have further questions or concerns, please contact me directly.  I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitTele: [redacted]Fax: [redacted]<Attachment>

Dear Ms. [redacted],This is in response to your January 15, 2015 correspondence to the Revdex.com regarding your automobile policy.  I appreciate the opportunity to respond to your concerns.  It was a pleasure speaking with you January 22, 2015.  I apologize for any...

miscommunication regarding the billing on your automobile policy.  [redacted] (previous)This policy initiated effective October 26, 2014.  A $70.83 down payment credited the policy balance October 14, 2014.  However, this policy should have had an earlier effective date and was therefore cancelled and rewritten to policy [redacted].  The $70.83 was transferred to the new policy.  [redacted] (current)This policy initiated effective October 14, 2014.  The $70.83 payment transferred from the previous policy was credited the policy balance October 17, 2014.  You selected monthly Recurring Credit Card (RCC) as your preferred payment method with a payment date of the fourteenth.  Since the fourteenth was a weekend, the first payment was scheduled for the next business day, November 15, 2014.  However, you contacted our customer service department November 14, 2014 and indicated you did not anticipate a payment being processed in the month of November.  We therefore removed your policy from the RCC payment method to prevent the November payment from processing.  We advised you to contact us to review the payment methods available for future payments.You contacted our sales office November 17, 2014 and set the policy back on the RCC payment method with a payment date of the fourteenth.  Your next payment was then confirmed for December 14, 2014.  However, you contacted the sales office again December 8, 2014 and our records reflect a payment date of January 4, 2015 was discussed; however, the December 15, 2014 payment was not stopped.  The December 15, 2014 RCC payment was declined after several attempts to process the $143.56 payment.  You contacted the sales office January 2, 2015 after receiving an email notification of the declined December payment.  You indicated you had previously cancelled the credit card we had on file and we therefore obtained correct account information from you and set the policy on monthly Electronic Funds Transfer (EFT) at your request.  You were advised the next payment would be processed on January 14, 2015 and an EFT withdrawal notification issued to you January 2, 2015 indicating a payment of $283.12 would be processed January 14, 2015.  However, you contacted us January 15, 2015 advising you did not anticipate the $283.12 payment coming out of your account.  We therefore transferred $143.56 of that payment back to your account January 19, 2015.  This policy was previously removed from EFT billing January 15, 2015 after you requested cancellation of this policy.  However, later that day you indicated you did not intend to cancel this policy and requested reinstatement.  This policy currently remains active at your request.  As we discussed, a $180 bill issued to you January 20, 2015 due February 9, 2015.  However, you stated you will be contacting us to provide authorization for the monthly EFT payments at a later date.  In addition to your sales office, we have an entire team of customer service representatives ready to assist you well into the evening hours.  We hope to prevent any future misunderstandings regarding your policy.  Ms. [redacted], you are a valued customer and we thank you for allowing us to provide for your insurance needs.  I enclosed a billing history for your review.  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]Enclosure

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[Liberty mutual did not explain how they can increase year by year at 15% and 20% rate in Auto Insurance consecutively for two years. If some discounts mentioned were lost, they will be lost last year, not this year. I think they just want to increase the price on customer.  The mentioned drwelling coverage increase on home  is so minimal and this does not justify the 20% increase in my Auto Insurance. The acceptable resolution would be properly decrease my renewal price on Auto since only 1 Accident in the last year which was not our fault. Also they should not increase significantly the renewal price on my home insurance as well in the future. ]
Regards,
[redacted]

RE: Personal Automobile Policy:  [redacted] Insurance Company/ NAIC: [redacted] Dear Mrs. [redacted],This is in response to your May 22, 2016 correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond to your concerns.Please...

accept my apology for the difficulty you encountered receiving an explanation regarding your automobile policy. We expect our representatives to provide complete and accurate information and be responsive to our customer’s needs. I regret this is not consistent with what occurred. Feedback has been provided to the appropriate management to address accordingly.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.  Other factors such as fraud, attorney fees and litigation costs may also contribute to the cost of your policy.  With that being said, your automobile policy does not specify a principal operator for each vehicle. Instead the factor for each operator, their associated discounts, and or surcharges, are applied to all of the vehicles. So while you and Mr. [redacted] Accident Prevention Course discount is accurately applied to each of the three vehicles, the charges for your daughter, including the incident charge and youthful operator status, are also applied to the policy as well.The current annual premium of $2,373 appropriately reflects your risk profile and driving history. There is no error in the calculation of the Accident Prevention Course discount on your policy.  Therefore, no refund or credit will be issued.  With regard to your desired settlement, I would appreciate the opportunity to review your policies with you and address any unanswered questions. I can be reached from 8 A.M. to 4 P.M. Eastern time at the phone number or email address below.  However, please be advised, I am unable to release our rating calculations contained in our manuals as this information is proprietary. Mrs. [redacted], you are a valued customer and we appreciate that you have allowed us to provide for your insurance needs since 2009. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,
[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]  [redacted]Clint[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]

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]

Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705   Re:      Insured:  [redacted] Company, NAIC #: LM Insurance Corporation NAIC 0111-33600 Revdex.com Complaint Number: [redacted]   To Whom It May Concern:   Thank you for your letter of December 21, 2016, regarding Mr. [redacted]’s automobile policy.  We appreciate you taking the time to bring his concerns to our attention.   There is never an acceptable reason for a poor customer service experience, and we are sorry to hear of Mr. [redacted]’s experience.  Mr. [redacted]’s willingness to share this is helpful in identifying areas where we are not consistently meeting our service standards.  We have raised the issue with the representative’s manager as a coaching opportunity for the representative.   Thank you for the opportunity to address this concern, [redacted] Compliance Analyst II

Dear Ms. [redacted],This is in response to your November 7, 2016 correspondence to the Revdex.com.   I regret any misunderstanding regarding your homeowner policy deductible and I am happy to answer your questions in the hope of providing you with the clarity you are looking...

for.First, I would like to provide a little background. Your homeowner policy was created on January 31, 2013 and renewed each following year, most recently on January 31, 2016. At policy inception, you chose a $1,000 basic deductible, 1% of Coverage A deductible for Wind/Hail losses, and 2% of Coverage A deductible for Hurricane losses.  As you expressed, you contacted us regarding your policy premium on February 2, 2015 soon after the policy renewed. During the phone call, you elected to change all deductibles to $5,000 which resulted in a premium savings. Prior to this change, the Declarations page outlined that if Section I losses are the result of Wind/Hail, they are subject to a deductible of 1% of your dwelling limit. The Declarations page issued to you after this change outlined that: Losses covered under Section I are subject to a deductible of $5,000.In addition, you received another Declarations page with the following renewal packet along with a notification requesting that you review the information carefully and contact us with any questions. The enclosed Guide to Your Declarations Page stipulated the following:"The provisions, limitations and exclusions of your insurance policy, including your Policy Declarations, will determine whether a claim is covered. You should carefully review your contract for specific details pertaining to your policy."However, our records do not reflect any concerns were brought to our attention prior to the loss on April 12, 2016.    With respect to the coverage that applies if your house has to be rebuilt from the ground up, this is in reference to your dwelling limit, not the deductible. The dwelling limit is currently $139,500. Regarding your request that we find the recorded transcript of the call in 2015, please note that not all calls are recorded. Incoming calls are randomly recorded for quality assurance purposes and are typically only retained for one to two months. These recordings are proprietary and used for coaching and training only. There is no recording of the interaction you referenced. In summary, we are obligated to investigate and pay all covered losses under the policy. However, we are unable to extend coverage beyond what is specifically outlined in your policy contract. With that said, we encourage you to contact us with your questions. Representatives are available seven days a week to assist you and we hope to prevent any future misunderstandings regarding your policy.Ms. [redacted], we appreciate having you as a customer and thank you for reaching out. Again, I am sorry you had an unfavorable experience but hope that all your questions have been answered today. If you have any other questions or feedback to share, please do not hesitate to contact me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care Unit[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]
I have...

stated over and over again. I do not have a Bank Account Period!!!I have been a Sole Proprietor for the last 6 years and most forms of my work or service comes in  the form of Cash.I have stated this and it has been documented (recorded) to my claims adjuster and the investigator.Show me where 100% of the people living and working in America have a Bank Account?? Liberty Mutual is basically using stall tatics and I would never ever or even recommend anyone to use Liberty Mutual's insurance.

Dear Mr. [redacted],This is in response to your March 24, 2017 correspondence to the Revdex.com regarding the cancellation and billing on your automobile policy. Please accept my apology for the difficulty you have experienced in cancelling this policy. I appreciate the opportunity to...

respond to your concerns.Our records indicate the automobile initiated effective August 18, 2014 and subsequently renewed, most recently on August 18, 2016, with a premium of $4,380.When you spoke to our customer service department on August 22, 2016, we confirmed the Notice of Transfer (2A) form would be needed from your new carrier in order to process the cancellation and provided the appropriate fax number for submission of the 2A form. However, thus far, we have not received the 2A form from your new carrier. Therefore, the policy remained active and the billing continued. When payment was not received, this policy cancelled effective November 15, 2016 for non-payment of premium. A $1,423.11 final bill issued November 22, 2016 due December 12, 2016 for coverage provided through the cancellation date. 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.In order to amend the cancellation date, please request your new carrier provide the Notice of Transfer (2A) form to the fax number listed below or by email to [redacted] Once the required form is received, I will cancel the policy effective the date you obtained new coverage and the policy balance will be adjusted appropriately.  Mr. [redacted], we are sorry for the difficulty you have experienced. I hope all your questions have been answered today. However, if you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]