Advanced Mechanical Corp.

Dear Ms. [redacted],
This is in response to your February 10, 2015 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective January 1, 2014 and subsequently renewed effective...

January 1, 2015 with an annual premium of $1,006.
At Liberty Mutual, 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 vehicle repairs, medical expenses, the frequency and severity of claims, and our collective loss experience in the state of Oregon.
Another factor in your automobile policy renewal premium change is the percentage amounts of your Early Shopper, New Move, New to Liberty Vehicle, and New Graduate discounts were decreased with your January 1, 2015 renewal. Although these discounts may be applicable for several years, the percentages allotted for these discounts decrease each year as your policy ages.
Our records indicate that you selected paperless documents. Any updated policy information is available for viewing online through your eService account. On November 28, 2014 we sent you an email notification to view your January 1, 2015 renewal policy documents online. These documents included an Electronic Funds Transfer (EFT) withdrawal notice advising of your payment adjustment to $83.83 beginning January 1, 2015. This advance notification provided you with time to review your policy prior to the renewal date and contact us with any questions or to implement any changes.
Your policy contract is one year. Your premium may change at renewal based on the factors previously mentioned. The premiums that we charge are based on the rates needed to ensure we meet our financial obligations to all our Oregon automobile policyholders.
This policy cancelled at your request effective February 10, 2015. A $56.66 refund issued to your bank account on February 9, 2015 reflecting the credit balance after cancellation.
Ms. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

Dear Ms. [redacted],This is in response to your March 19, 2015 additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond to your concerns. Our goal is to provide exceptional service and keep our commitments.  I regret your service experience did not meet your expectations and we were unable to meet your insurance needs.Ms. [redacted], I wish you the best in your future endeavors.  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: ###-###-#### Fax: ###-###-####

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your automobile policy.  I regret to hear of your continued concern and appreciate the opportunity to respond. While I sincerely regret any confusion that may have occurred related to OEM parts, please be assured that Liberty Mutual does warranty all work for as long as you own the vehicle. You may choose to add the OEM replacement parts endorsement to your vehicles going forward.  When the policy was rewritten to [redacted] on July 24, 2015 you requested the same coverages as on your previous policy. Since rental reimbursement was not included on your previous policy at that time, it was not included on the rewritten policy either. In addition, multiple endorsements and renewal documents have issued since the coverage was removed from your prior policy on February 26, 2010 reflecting the coverages included on each vehicle. The annual premium change effective your July 24, 2017 renewal would be $249 adding both OEM parts and Rental Reimbursement to all vehicles. Please let me know if this is a change you would like to make. Mr. [redacted], you have been a valued customer since 2007 and I truly wish my response could be more favorable. If you have additional questions or concerns, please also contact me and I will be happy to further assist. Sincerely, [redacted]Customer Care SpecialistCustomer Care Unit[redacted]
[redacted]

Dear Mr. [redacted],This is in response to your January 25, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns. Thank you for reaching out regarding the balance due on your automobile and motorcycle policies.  I am sorry to hear of the...

difficult circumstances you faced when trying to cancel both policies.  My hope is that this response will provide the clarity you are looking for.Personal Automobile PolicyFirst, I would like to provide a little background regarding your billing. Your automobile policy renewed on May 31, 2015 with an annual premium of $2,744. Effective the May 31, 2015 renewal, we removed your son and the 2003 [redacted] from the policy. This resulted in an annual premium revision from $2,747 to $1,687, a credit of $1,060.  You had elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.   There were six monthly payments of $140.58 received between June and November and your balance was adjusted to $843.52. On December 4, 2015 you contacted us to cancel this policy effective December 8, 2015.  After the cancellation, we issued a final $40.12 bill to you December 4, 2015 due December 24, 2015 reflecting the premium owed for coverage afforded through the cancellation date.As we did not receive your final payment within 21 days of its due date, on January 13, 2015 we forwarded the $40.12 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 that you made the $40.12 payment using our online portal to satisfy this balance.  However, once the automobile policy was cancelled, the online access to the policy was removed. Therefore, you no longer had access to make a payment using your eservice account.  Upon further review, I confirmed the $40.12 payment was made to your motorcycle policy since it remained active.  Therefore, I have had this payment transferred from the motorcycle policy to this policy to satisfy the remaining balance due.  [redacted] will be notified of this adjustment and there will be no adverse credit reporting as a result of the prior collections activity.  Motorcycle PolicyThis policy renewed on June 6, 2015 with an annual premium of $1,137 and cancelled effective December 8, 2015.Motorcycle policies cancelled have any returned premium or charges calculated on a "seasonal pro-rata" basis using the chart below:Month Earned Premium Month Earned PremiumJanuary 2%          July 16%February 2%        Augus...⇄ November 2%June 16%            December 2%The charges or credits determined from this chart are based on the earned premium monthly schedule.  This means that we charge policyholders based on the usage of the motorcycle throughout the year.  In most states, motorcycles are ridden more during the summer months so we charge a higher premium in those months.  Therefore, you will see that the percentage is higher in summer months.At the policy inception, you also selected monthly Electronic Funds Transfer (EFT) payments as your billing method for this policy.  However, the monthly payment is not a reflection of the premium owed to date since the premium for the peak season is higher.  Our EFT monthly billing option is simply an installment plan to pay the annual premium by the end of the policy term.  There were three payments of $94.75 received in June, July, and August. Effective September 2, 2015 towing and labor coverage was added to the 2012 [redacted]. This resulted in an annual premium revision from $1,137 to $1,149, a pro-rated charge of $9.00. We then received four payments of $95.75 in September, October, November, and December.  In addition, we also received the $40.12 payment in December intended for your automobile policy.  Your balance due adjusted to $438.63.On January 11, 2015, you contacted us to cancel this policy and it was cancelled effective January 12, 2016. After cancellation, a final bill for $90.43 issued to you January 11, 2015 due January 31, 2015.  However, upon receiving your correspondence, I amended the cancellation date to reflect December 8, 2015 as you previously requested to have the policy cancelled on this date as you were not going to be using the motorcycle.  The balance due adjusted to $64.07. After the amended cancellation, we issued an updated final $64.07 bill to you January 27, 2016 due February 16, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  However, as previously mentioned, I have had the $40.12 payment intended for the automobile policy transferred to satisfy the remaining balance due on that policy.  Therefore, the final balance due on this policy has been amended to $104.19.  While we regret the inconvenience and any miscommunication regarding the seasonal pro-rata charges, please understand that there is no flexibility with the premium.  We must charge the appropriate premium for your policy as it accurately reflects the balance due for coverage afforded through the cancellation date.  Mr. [redacted], thank you for contacting us with your billing questions.  I have enclosed billing histories for your review and 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Dear Mr. [redacted],
This is in response to your November 13, 2014 correspondence to the Revdex.com regarding your previous automobile policy. I appreciate the opportunity to respond to your concerns.
This policy initiated effective February 22, 2013 and subsequently renewed...

effective February 22, 2014. The policy cancelled at your request effective November 11, 2014.
At the policy inception, you elected monthly Electronic Funds Transfer (EFT) as your preferred billing method which continued for the renewal term. Your first withdrawal for the renewal term was scheduled March 19, 2014. The renewal term for your policy was in effect almost nine months. However, there were only eight monthly EFT payments made prior to the cancellation (March - October). Therefore, after cancellation, a $150.18 final bill issued to you November 10, 2014 due November 30, 2014 for premium due for coverage afforded through the November 11, 2014 cancellation date.
While we appreciate your suggestion that premium payments should be remitted in advance, this is not consistent with what occurred with your EFT billing.
Mr. [redacted], we are sorry to have lost you as a customer. I have enclosed a billing history for your review. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted] Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [redacted] 
Enclosure

Please see attached

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #[redacted]. I paid a full year with a single payment for the last year billing period.I never selected monthly billing and for that reason I switch to other insurance provider at the end of the year period. Thank you for waived the $12 in bill fees applied to the policy and I will close this complaint soon.Sincerely[redacted]

RE:   Personal Automobile Policy:  [redacted]        LM General Insurance Company/ NAIC: [redacted] Dear Ms. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond to your concerns.While we understand the factors that resulted in your decision to pursue coverage with another company. The fact remains that it was your decision to leave Liberty Mutual for another company. As such the reason for cancellation is recorded as competition.Your policy states the following:“If we cancel, the amount of your refund will be determined by a pro rata table based on the number of days the policy was in effect. If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved. It will be based instead on a "short rate" table which compensates us for our expenses in servicing your policy.”As stated in my previous response, the refund issued is appropriate and no further refund is warranted.Ms. [redacted], I regret my response could not be more favorable. 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]

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 be advise that in my opinion the
adjuster did not review any of...

my documentation relating to this claim. I
received a completely different response that does not cover the accident as it
is stated on the police report. This evidence support my assertion that Liberty Mutual has not evaluated my claim
objectively, and has been completely bias in this claim against their customer.
Please carefully review attachments.
Regards,
[redacted]

I have been unable to locate a policy under Mr. [redacted]'s name.  I did leave a voice mail message asking him to contact us, but have not heard back.  Please provide a policy number and or claim number so that we may review the issues.Thank you,[redacted]

Please see the attached.

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. The issue has been resolved to my satisfaction.    Thank you for your assistance.
Regards,
[redacted]

Dear Mrs. [redacted], This is in response to the January 5, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns. Please accept my apology for any miscommunication regarding your mailing address.  If a check issues to an incorrect address,...

this is typically resolved by reissuing the check to an alternate address.  It is disappointing to hear that an unauthorized party cashed your check.  I received confirmation from our accounting department that the forgery affidavit was received on November 24, 2015.  We opened up the bank investigation on November 25, 2015.  As confirmed by the November 12, 2015 letter we issued to you, forgery investigations may take anywhere from 6-9 months to resolve while the bank investigates the fraud.  This is an investigation completed externally and Liberty Mutual Insurance is not involved. Mrs. [redacted], we value you as a customer and appreciate you taking the time to discuss your concerns.  We are truly sorry for the inconvenience and will provide an update as soon as the bank concludes their investigation. 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 Specialist Customer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Dear Mrs. [redacted],This is in response to your February 18, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond. After reviewing your policies I am hopeful your concerns may already be resolved.I regret we did not have a prior record of receiving a...

cancellation request for your homeowner policy.  However, after speaking with you on February 17, 2016, your homeowner policy was cancelled effective September 15, 2015 since you indicated the home was sold. Your automobile policy previously cancelled for non-payment of premium effective January 12, 2016.  We reviewed the extenuating circumstances which resulted in the cancellation of your policy and agreed to reinstate your policy on February 23, 2016.  Your premium therefore remained the same.  Mrs. [redacted], you have been a valued customer for over eleven years.  We appreciate your loyalty and regret you had an unfavorable experience. 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]

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 understand the process of earning between 5-30% discount thats not the issue. The issue lies with starting off at 10% and not knowing. If I would have known I would not consider the right track device. 10% is a good enough discount in my opinion.]
Regards,
[redacted]

Unfortunately Ms. [redacted] claim was inadvertently reported as a record only no lost time claim.  As a result no contacts were made with her as we were not aware she was losing time or seeking treatment.  On 7-20-16 we received a medical reports from her 6-1-16 date of service that...

indicated she was losing time.  Immediate efforts were made to contact her at that time with messages left on 7-20-16 and 7-21-16 and we finally reached her on 7-22-16.  We were able to gather enough information to issue partial payment to her on 7-28-16 to move some benefits to her, however we could not issue full payment until we secured her earnings information and calculated her average weekly wage and WC rate.  This information was secured and an adjustment check was issued on 8-5-16.  I have spoke to Ms. [redacted] and explained the situation and am following up with the attached letter as well.  She thanked me for the information and indicated there were no further issues.

Revdex.com:
The only reason I am accepting this response is because I finally got the outcome I wanted. However,  I reject the statements made by [redacted]--I did nothing wrong and my actions (calling multiple times on my own accord) were only prompted by responses/resolutions I received from Liberty Mutual.  They are just as culpable.  Each representative offered a different solution with none of them coming to fruition.  In the end, Liberty Mutual was less than accommodating. By not admitting that there could possibly be a legitimate issue with the issuance of my refund check but instead insisting on filling me with a bunch of scripted BS, this entire process  could have been handled better.  What I endured was totally avoidable.  I am glad it is finally over and I will continue to tell everyone I come into contact with of my negative interaction with this company.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com regarding your automobile policy. I am sorry to hear of your continued concern and appreciate the opportunity to respond. I truly appreciate your kind words and am grateful I was able to assist you with obtaining a more favorable renewal premium. However, I regret we are unable to provide the resolution you are seeking as there is no flexibility with respect to the premium we charge. We are unable to offer Accident Forgiveness if a customer is ineligible. While the rating rules relevant to your policy are not included in your policy contract, we acknowledge that all our representatives should provide accurate information and have addressed your service experience with the appropriate management.  Please know that it was never our intention to disappoint a valued customer. However, as I explained in my prior response, your own driving history is only a portion of the information used to determine premium, there are multiple other factors considered. To set the appropriate expectation regarding any adjustments to your premium, we issue our renewal offer at least one month in advance of the renewal date. Mr. [redacted], thank you again for reaching out. If you have further questions or concerns, please contact me directly. I will be happy to assist you. Sincerely, [redacted]Customer Care SpecialistCustomer Care UnitTele: ###-###-####Fax: ###-###-####

RE: Tenant Policy: [redacted]
      Liberty Insurance Corporation/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your October 27, 2015 additional correspondence to the Revdex.com regarding your previous tenant policy. I appreciate the opportunity to further respond to your concerns. Please accept my apology your payroll deductions continued after this policy cancelled. I regret the inconvenience this matter has caused.
Additional payments totaling $144.24 were received from May 18, 2015 through November 2, 2015. Refund checks totaling $132.22 have issued to you upon receipt of the additional payments. A $12.02 refund check is scheduled to issue to you in the next one to two business days reflecting reimbursement for the November 2, 2015 payment received. Please allow seven to ten business days for delivery.
We recently reached out to your employer regarding your ongoing concern and were advised this should no longer be an issue.

Mr. [redacted], an updated billing history is enclosed 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 Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Phone: [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.   The business has not determine what the reimbursement will be from 2013 to the present.
Regards,
[redacted]