Advanced Mechanical Corp.

Although we understand that the consumer may not be satisfied with our response, there is no new information contained in the rebuttal for review.  At this time Liberty Mutual's position remains unchanged.  If you have any additional information to be considered, please provide.Thank you,[redacted]

Dear Mr. [redacted],This is in response to your April 8, 2017 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to reply.First, I will provide a little background. Your auto policy was created on April 26, 1991 and renewed each following year, most...

recently on April 26, 2016. $2,578 was your renewal price for the policy, which we cancelled at your request on April 7, 2017.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.At your latest policy renewal, your policy term was in effect for almost the complete twelve months at the time it was cancelled, but you only made 11 monthly payments. That means you still owe $79.45 on the policy, including the billing fee, which reflects the balance owed through your cancellation date. As a courtesy, I have waived the $5 billing fee which updates the policy balance to $74.45.  For your reference, I am enclosing your billing history.Mr. [redacted], thank you for contacting us with your billing questions. Again, I am truly sorry that we have lost you as a customer, but I hope that I have answered 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[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]. Please add your rejection comments below. 
 I apologize for not responding prior with a written explanation I did not see the area to write something.  I do understand that we are not your client however, your client ([redacted] Brands) is the company in which we had to file the complaint through for the initial  claim. All we are asking is for someone to respond to our inquires regarding our claim. Which is in the hands of your company Liberty Mutual.  I have sent numerous e-mails and have made numerous calls to our representative handling our claim. I am always told that he is following up with the Expert and is now waiting on a response back from [redacted] Brands. When I contact [redacted] Brands I am told that they no l longer handle the claim once its handed over to the insurance company which is Liberty Mutual. I understand you work for [redacted] Brands and its your duty to make sure all the claims are valid and worthy of being paid. We are not disputing anything that they have asked of us.  We only want someone to tell us where we are in the claim process. If additional documents/pictures are needed or an inspection of the tank is needed please let us know.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Please see the attached

Dear Mr. [redacted],This is in response to your January 20, 2016 correspondence to the Revdex.com.  I am sorry to hear of the recent loss in your family.   I have been asked to respond to your concerns. First, I would like to provide a little background.  You elected...

monthly Electronic Funds Transfer (EFT) as your preferred method of payment.  The September 14, 2015 and October 23, 2015 EFT payments were returned unpaid by your financial institution September 30, 2015 and November 10, 2015.  Two $25 returned payment fees were applied to your policy as a result.  A $379.64 balance remained due for the 2014 policy term which was transferred to your 2015 renewal policy term.  Your automobile policy renewed on November 13, 2015 with an annual premium of $3,193. After the $379.64 remaining balance was applied to the 2015 policy term, the balance was adjusted to $3,572.64.   The first $266.08 EFT payment ($3,193 divided by twelve) was processed November 16, 2015.  However, the November 16, 2015 EFT payment was returned unpaid by your financial institution December 3, 2015 and a $25 returned payment fee was applied to the policy balance.  A return item notice issued to you December 3, 2015 advising your December 14, 2015 EFT payment would be $936.80 ($379.64 prior balance, $266.08 November payment, $25 returned payment fee and $266.08 December payment).  On December 14, 2015, the $936.80 EFT payment was processed.  However, this payment was also returned unpaid by your financial institution December 31, 2015.   Another $25 returned payment fee was applied to the policy.  Your balance due was adjusted to $3,622.64.Due to the returned payments, your policy was removed from EFT and placed on direct bill.  A cancellation notice issued to you December 31, 2015 advising a minimum payment of $961.80 was required prior to January 20, 2016 to avoid cancellation.   When we did not receive this payment the policy cancelled effective January 20, 2016 for non-payment of premium. I attached the billing histories for the 2014 and 2015 policy term for your review.Our records reflect you contacted our customer service department January 15, 2016 regarding the cancellation notice you received and requested payment arrangements.  However, the cancellation notice issued to you stipulates, “A partial payment will not prevent cancellation.”  Therefore, we were unable to make payment arrangements and advised you of the $961.80 due to prevent the January 20, 2016 cancellation.  After the $2,611 cancellation credit applied to the policy balance, a $1,011.64 bill issued to you January 26, 2016 due February 15, 2016 reflecting premium due for coverage provided through the January 20, 2016 cancellation date.  This amount remains due.  You stated in your correspondence to the Revdex.com that you contacted us after each payment was returned.  However, this information is not consistent with our records.  In addition, a bill is submitted electronically to your financial institution.  If the requested funds are not available, a second attempt will automatically be processed within a ten day period.  If the second attempt is unsuccessful, the payment will be returned as unpaid by your financial institution and your next scheduled EFT payment will be adjusted to include any past due billing.  Therefore, Liberty Mutual may be unaware initially of any issues with the payment processing.  I would appreciate the opportunity to review your eligibility for reinstatement by telephone.  Please contact me directly to discuss.  Mr. [redacted], thank you for contacting us with your billing questions.  I hope that I have addressed all of your concerns. 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]Enclosures

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 consider coverage for this policy canceled 1/2/17 due to non payment... I had obviously chosen the WRONG INSURANCE COMPANY. I will not be overpaying your company $300 unnecessarily.   it is unreasonable for you to expect me to accept your denial of an applicable discount that should have never been removed, regardless of the excuses you've given. any future billing will be ignored as you have ignored the reasonable request to reinstate a discount that had been applied for 2 years without any written documentation and will be considered as harassment. 
Regards,
[redacted]

Acopy of Mr. [redacted]'s title was sent to [redacted] on 1/8/2015. The filewas assigned to the central salvage unit on 1/13/2015. [redacted] is theSalvage adjuster. Upon review of the file she determined that the title was notlegible. Mr. [redacted] is correct that he was not contacted until 1/16/2015regarding the illegible title. Ms. [redacted] called and spoke with Mr. [redacted]on 1/16/2015 to advise him that she was unable read the title . She followedwith an email to him at [email protected] with her contact information. Headvised he was going to try a scan her copy of the title. A new copy of thetitle was received on 1/27/15. Ms. [redacted] called Mr. [redacted] to advise thatthe payment was being issued to him that same date. Mr. [redacted] pointed out toMs. [redacted] that the check was to be issued to him by overnight mail. She apologizedfor the confusion and confirmed his mailing address as [redacted], [redacted]SD [redacted] . The check issued and sent out by overnight mail to [redacted] on1/27/15.

Dear Mr. [redacted],
This is in response to your May 28, 2015 correspondence to the Revdex.com regarding a previous automobile policy. I have been asked to research and respond to you and appreciate the opportunity.
[redacted]
This policy initiated effective December...

24, 2009 and cancelled for non-payment of premium effective January 20, 2010. After cancellation, a final bill issued to you for $307 reflecting the balance due for coverage afforded through the January 20, 2010 cancellation date.
On February 10, 2010 you contacted our customer service to make a payment of $307 and to reinstate coverage. You were advised a new policy would need to be initiated. You made a payment of $307 to satisfy the remaining balance due, and a rewritten policy was implemented ([redacted]) effective February 11, 2010.
However, the $307 payment which credited to policy balance on February 11, 2010, was later returned unpaid by your financial institution. A $15 return payment service charge was applied to the policy balance. You balance due adjusted to $322.
[redacted] This policy initiated effective February 11, 2010 with an annual premium of $5,572 which included a $50 mandatory Property-Liability Insurance Guaranty Association surcharge to be paid in full with your first installment.
We received a payment of $509.98 on February 11, 2010 which was later returned unpaid on February 15, 2015 and a payment of $510.17 which was later returned unpaid on March 2, 2010. A $15 return payment service charge was applied to your policy balance for each returned payment. Your balance due adjusted to $5,602.
Due to the two consecutive returned payments, a cancellation notice issued to you March 2, 2010 advising remittance of $1,050.15 was required prior to March 22, 2010 to avoid cancellation. In the meantime, the $322 balance due on your previous policy transferred over to this policy. Your total balance due adjusted from $5,602 to $5,924.
When payment of $1,050.15 was not received, this policy also cancelled for non-payment of premium effective March 22, 2010. After cancellation, a final bill issued to you for $944 reflecting the balance due for coverage afforded through the March 22, 2010 cancellation date, which included the $322 residual balance due from the prior policy.
Liberty Mutual uses a third party vendor, [redacted] ([redacted]) to secure past due premium owed for cancelled policies. Policyholders are referred to [redacted] when their policy has cancelled and the final bill remains unpaid within 21 days after the final bill due date. Since your balance was unpaid, it was referred to collections on May 10, 2010. The $944 remains due.
Our records do not reflect we received notification from your requesting cancellation of this policy prior to the March 22, 2010 cancellation date. In addition, we contacted you on March 4, 2010 to advise you of the pending non-payment cancellation status, and you advised you would contact us at a later date to make the payment to avoid cancellation.
Mr. [redacted], I have enclosed billing histories for your review. If you have further questions, please contact me directly. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: ###-###-#### | Fax: ###-###-####

To Whom It May Concern: We have reviewed Ms. [redacted]'s rebuttal.  We have spoken to Ms. [redacted] and have made attempts to speak with her on the following occasions in an attempt to investigate and determine our liability in this matter on 10/6/2015, 11/5/2015, 12/4/16, 1/21/16 and 3/28/2016.  We have denied this claim and denied any liability associated with this claim.  We have made Ms. [redacted] aware of our position both verbally and via mail revealing our denial of her claim.   This is a 3rd party claim for negligence involving a fall at a mall.  If there is any other independent evidence that we have that we are missing we would be more than happy to take a look at this.  The evidence speaks for itself.  Sincerely,  [redacted] and [redacted]

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.I regret that you continue to have unresolved concerns regarding the wind/hail deductible you selected when this policy initiated.  However, I assure you the matter was fully investigated. The telephone interaction along with the policy documents were reviewed.  We expect all our agents to communicate clearly regarding the coverage and deductible options available to our customers when a policy is first started.  At the same time, once we issue the application and policy contract confirming your selections, we expect you to review the information carefully as instructed and notify us if any changes are needed.  We maintain that the application signed on July 4, 2016 and the New Business packet issued reflects the coverage you purchased.  The policy had a 10% wind and hail deductible at the time of the July 6, 2016 loss and continues to have this deductible.    We are always willing to make any changes to your policy; however, we require you to notify us.  It is our objective to make it easy for our customers to do business with us.  We have licensed professionals available seven days a week at [redacted].  If you prefer email communication, you may contact us at [redacted]  Please contact us if you would like to make any changes going forward.Mr. [redacted], you are a valued customer and we appreciate you bringing your concerns to our attention.  While I respect this is not the outcome you had hoped for, please understand we have thoroughly researched your concern and there was no error identified that would warrant us to reconsider our position. Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Liberty Mutual response.

Although we understand that the consumer may not be satisfied with our response, there are no additional issues within the rebuttal to be reviewed.  If there is additional information to be considered, please forward that to us.  At this time Liberty Mutual's position remains unchanged.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]. 
We feel that Liberty Mutual should offer a discount on our premium of some kind.  Revdex.com - please see the last attached flyer.  Liberty Mutual - we are glad that you removed us from your flyer circulation list as if you are not going to honor the discounts you advertise to us, you should not mail them to us.   We wish that we were valued by Liberty Mutual as customers. Regards,
[redacted].

Please see attached response. Thank you.

November 14, 2016Revdex.com of Eastern MA, ME, RI & VT290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705Re:      Complaint #:   [redacted]Company, NAIC #:  Liberty Mutual Fire Insurance Company NAIC [redacted]Thank you for your...

letter dated November 4, 2016 regarding the premium increase onthe policyholder’shomeowner policy. We have reviewed our policy’s premiumsand validated that the policyholder was provided with the appropriate premium amounts. The policyholder’s premium increased from $1,399 in 2008 to $8,399 at the 2016 renewal due to the following factors:1. The policy was affected by several yearly rate revisions, ranging from 5% to 25% annually,filed with theMissouri Department of Insurance. Note that these were statewideaverage increasesand policyholders may see higher or lower increases depending on their individual characteristics.2. The premiums reflect the application of a surcharge as a result of water damagein 2012. A surcharge is applied based on the number of qualified claims made by a customer during the policy period.In addition, as a result of this claim the policy no longer qualified for a discount of 15%.  3. The policy qualified for a lower premium credit in 2014 due to a change in the category classificationof the property’salarm system.  4. The Coverage Aamount on the policy increased from the 2008 policy to the 2016 policy.  Coverages are evaluated and adjusted at each renewal to account for expected inflationary increases.This is an optional endorsement the customer selected and for which they receive a credit.In regards to the policyholder’s comments concerning premiums paid by her neighbors with other insurance agencies, each insurer will rate a policy according to their own rating practices they have filed with the Department of Insurance. We are not able to comment on competitor’s rating programs.  In addition, we do not have record of us communicating with the policyholder stating her premiums will increase due to Florida floods or California wildfires.  Please note, these events did not affect her policy or premium amount.  Liberty Mutual’s rates are based on our experience over a given point in time. When our experience improves we share that improvement with our policy holders by decreasing rates. Conversely when our experience deteriorates, policyholders are likely to see an increase in their premium. We review our rate plans continuously and work closely with state regulators to administer rates to our policyholders that are adequate, not excessive, and non-discriminatory.  We must charge our published rates without deviation and are therefore unable to make adjustments or refunds of past premiums that were correctly calculated. If you have additional questions regarding this matter, please feel free to contact our service department at [redacted].Sincerely, [redacted]Compliance Analyst II

I am responding to your letter dated November 2, 2016 in regards to a complaint filed by [redacted].  Mr. [redacted]’s wife was involved in an automobile accident with our insured, [redacted], on September 15, 2016.  Mr. [redacted]’s complaint is regarding the timeliness of the...

handling of his claim. The claim was set up on September 15, 2016 and an investigation of the claim commenced.  We were able to obtain a statement from the driver of Mr. [redacted]’s vehicle, [redacted], on September 21, 2016.  However, as in any claims investigation, a statement is also needed from the driver of our insured vehicle and it took several contact attempts to reach this driver and obtain his statement.  Because our customers are commercial accounts and not personal lines insurance, reaching our insured’s employees/drivers can be a bit more challenging due to the fact they are often unavailable during business hours.   The statement from our insured driver was obtained on October 5, 2016.  After reviewing all facts from both statements and reviewing the police report, liability was determined to be adverse to our insured, [redacted].    Mr. [redacted] was contacted on October 5, 2016 and advised that the claim was now accepted and we would be able to handle the damages to his vehicle under this claim.  An independent appraiser was assigned to complete an estimate of the vehicle and admittedly there were some miscommunications between the appraiser, the body shop doing the repairs and the Liberty Mutual claims adjuster regarding the final estimate and if the vehicle was going to be deemed a total loss.   Those issues were resolved and Mr. [redacted]’s vehicle was declared a total loss.  A total loss adjuster was assigned to the file on November 3, 2016 and has reached a settlement agreement with Mr. [redacted] for the value of the vehicle and once the title is received, the final check will be issued to him.   Rental issues have also been resolved and coverage for the rental was approved.   Liberty Mutual understands the importance of responsiveness and clear communication and it remains our goal to provide both of these to our customers and we continually review those opportunities that present themselves for improvement.   Please contact me if you have additional questions.  Thank you. Sincerely, [redacted], Claims Team Manager Liberty Mutual Insurance, Commercial Insurance Claims [redacted], West Region [redacted]

RE:   Homeowner Policy: [redacted]Liberty Insurance Corporation/NAIC: 0111-42404   Dear Ms. [redacted], This is in response to your November 26, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns and appreciate the...

opportunity. On behalf of Liberty Mutual, please accept my apology for the inconvenience and frustration this billing issue has caused. We expect our representatives to provide accurate information and process payments accordingly. I regret this is not consistent with what occurred. Feedback was provided to the appropriate management to review and address. At the policy inception our records indicate you elected quarterly direct bill as your preferred payment method. With this bill method, after a down payment of $304.75, there would be three remaining payments of $309.75 (each including a $5 installment fee) to pay the annual premium in full.Our records indicate we inadvertently processed a down payment in the amount of $1,219 on November 22, 2016. On November 25, 2016, you contacted us to request the overpayment of $914.25 be returned to your bank account. We submitted the request the same day. The refund typically takes 3-5 business days for receipt in your account.  In response to your concern with the overdraft fees you incurred, our records reflect we mailed you a check for $100 on November 29, 2016 for reimbursement of the overdraft fees you incurred due to the unanticipated withdrawal for $1,219. In addition, we spoke with you on November 29, 2016 and confirmed the $914.25 was reversed back to your bank account and that we mailed the $100 reimbursement check. Ms. [redacted], thank you for bringing this to our attention and for allowing us the opportunity to correct this situation. I hope that you are satisfied with the outcome. We will strive to provide you with the excellent service you deserve going forward. 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: ###-###-####Tell us why here...

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]