Advanced Mechanical Corp.

RE:  Unsolicited Email ContactDear Mr. [redacted],This is in response to your October 6, 2016 correspondence to the Revdex.com. I am truly sorry for the frustration the unsolicited emails have caused and appreciate the opportunity to respond.We expect all our representatives to be...

responsive and follow through with their commitments. With that said, I was unable to locate the prior telephone interactions you referenced. If you have any additional information to provide, such as the telephone number you called from, I will research this matter further and address what occurred with the representatives involved. In the meantime, please be assured your email address has been removed from our records. In the unlikely event you receive any additional emails, please contact me directly so I may further investigate the source.Mr. [redacted], thank you for contacting us.  If you have further questions, please also feel free to reach out, I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unitphone: ###-###-####fax: ###-###-#### Tell us why here...

RE:  Personal Automobile Policy: [redacted]         [redacted] Insurance Company/NAIC: [redacted]   Dear Mr. [redacted], This is in response to your July 25, 2017 correspondence to the Revdex.com.   I have...

been asked to respond and I appreciate the opportunity.   Our records indicate that you initiated an automobile quote online on May 18, 2017.  Our sales agent contacted you to review the quote. After the two initial calls, the agent reviewed your loss history with you which caused the rate to increase.  You accepted the higher quote and the policy was bound, effective May 19, 2017.  The next day, the agent received your email that you amended coverage online. Our agent states that there was no mention of ridesharing in any of these interactions.  I was unable to review a recorded call during this initiation of the policy because, if a transaction is recorded, the recording is retained for a limited time, no more than 90 days.  There were no further indications of concern about the policy until the claim, July 3, 2017.  Every conversation with service since July 3rd has been surrounding ridesharing.  During each interaction, you were advised that no coverage is afforded for ridesharing and there are no records indicating that you requested coverage for ridesharing at any point prior to the date of loss.Mr. [redacted], thank you for reaching out. We are sorry to have lost you as a customer. Sincerely,[redacted] Associate Customer Care Specialist Customer Care UnitPhone: ###-###-####  Fax: ###-###-####

Dear Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com.   I have been asked to further respond. While we appreciate your concern and regret the inconvenience, the refund check issued to the named insured under this policy.  We could not anticipate that your refund check would be cashed by anyone other than the payees listed.  The fraud investigation is an external investigation and until the investigation is completed, Liberty Mutual is not able to honor issuing a refund with funds that are not available. Mrs. [redacted], I appreciate for your feedback and regret I am unable to expedite this process for you. Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [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]. Please add your rejection comments below. 
 
Regards,
[redacted]

Mr. [redacted] submitted additional information that was received and reviewed on 12/19. The updatred settlement was provided to Mr. [redacted] for review. An agreed figure was reached on 1/8/16.  Mr. [redacted] faxed in a copy of his title which was illegible.  We have requested he scan and...

email a copy of this title so payment can be issued to him.  We have approved his payment to be sent via overnight mail once the title copy is received.

RE:   Personal Automobile Policy:  [redacted] Liberty Mutual Fire Insurance Company/NAIC: 0111-23035Dear Ms. [redacted],This is in response to your October 6, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond.Please accept my...

apology for the delay in processing the cancellation of your policies. I also regret you did not receive the return telephone call you anticipated from a supervisor. We expect all our representatives to be responsive to our customers and to return telephone calls if requested. Feedback has been provided so we can review what we could have done differently to ensure a positive experience for a valued customer.To clarify the refund method, we issue refunds in the same manner in which the payment was received. The $195.08 automobile policy refund issued on October 11, 2016 was directly deposited into your account but the homeowner policy refund was issued by check on October 10, 2016. The approximate timeframe for receipt of a refund check is two weeks after issuance. Since it has been a week, waiting for the check to arrive the mail would result in a quicker delivery.  Checks issue from our automated distribution center by regular mail and allowing this process to occur is typically more efficient than manually diverting the check to another office with the capability of issuing the check by overnight mail. Additionally, we would also have to consider the additional time required to issue a stop payment on the initial check before the refund could be reissued.Ms. [redacted], again, we are truly sorry for the delay but anticipate you will receive your refund shortly. We thank you for the time you allowed us to provide for your insurance needs. If you have any further questions or concerns, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-####  Fax: ###-###-####Tell us why here...

Dear Ms. [redacted],This is in response to your September 17, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns.  Please accept my apology for the delay in processing your cancellation and issuance of your refund. I understand how disappointing it must...

have been when you did not receive your refund within the timeframe you anticipated. We regret your concerns were further compounded when your refund issued to an incorrect address. A stop payment on the first check (check # [redacted]) and a replacement check (check # [redacted]) issued. When you spoke with a service representative on September 13, 2016 the policy was updated to correct your mailing address. A stop payment was placed on check [redacted] and a replacement check (check [redacted]) issued to on September 20, 2016. I attempted to reach you on September 23, 2016 to inquire if you would prefer to have the $68.32 refund issued electronically and deposited into your account; however, I was unable to reach you. While I received a return telephone call from you when I was away, I could not determine from your voice mail message if you preferred the alternative method of refund. I attempted to reach you again; however, was again unsuccessful. Since the check issued six days ago, it would be quicker for you to wait for the check to arrive in the mail rather than issuing a stop payment again and completing an electronic refund. Please allow approximately two weeks (from the date of issuance) for receipt.  Ms. [redacted], thank you for contacting us. I am truly sorry you had an unfavorable experience. We anticipate you will receive your refund shortly. 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 UnitPhone: [redacted]  Fax: [redacted]

Dear Mr. [redacted],
This is in response to your December 24, 2016 correspondence to the Revdex.com regarding your previous automobile policy. We are truly sorry to have lost you as a customer. While we are unable to waive or adjust the $63.16 balance due, I appreciate the opportunity to...

respond and hope to provide you with the clarity you are looking for.
This policy initiated effective June 26, 2016 with an annual premium of $2,621.
At the policy inception, you opted to participate in our RightTrack program. RightTrack is an optional program that allows you to install a device in your vehicle to determine if your vehicle usage and safe driving habits qualify you for an additional discount. When enrolled in RightTrack, you receive an initial enrollment discount of 5%. After a 90-day review period, you are eligible for a final RightTrack premium discount of up to 30% based on your usage data as recorded by the RightTrack device.
Although you indicate in your correspondence that you never received the initial 5% discount, this is not consistent with what occurred. Our records reflect the 5% enrollment discount was included in your $2,621 annual premium and the documents issued to you confirmed this.
You selected paperless documents. Therefore, any policy information is available for viewing online through your eService account. On June 27, 2016 we sent you an email notification to view your policy documents online. The cover page for your Policy Declarations states the following:
Congratulations on enrolling in Liberty Mutual's safe driving program. Based on your participation, you have earned the following discount.
RightTrack® 2006 [redacted] 5%
RightTrack® 2007 [redacted] 5%
Additionally, on page 2 of 4 of the Policy Declarations, under vehicle discounts, it indicates that the RightTrack discount was applicable to both vehicles insured.
In response to your billing concerns, I would like to provide a little background. The annual premium was $2,621. On June 27, 2016 a $24 balance transferred to this policy from a prior policy which was effective June 21, 2016 to June 26, 2016. The balance due adjusted to $2,645.
You elected Electronic Funds Transfer (EFT) as your preferred payment method and selected a withdrawal date of the 20th. There were twelve payments scheduled in the amount of $220.42 ($2,645 divided by twelve, with the final payment adjusted a few cents) to pay the annual premium in full with the first payment scheduled July 20, 2016.
We received two payments of $220.42, totaling $440.84, and the balance due adjusted to $2,204.16.
This policy cancelled at your request effective August 31, 2016. After the $2,146 cancellation credit applied to the policy balance for the unused portion of the policy term, the balance due adjusted to $58.16. Therefore, a final bill for $63.16, which included a $5 billing fee, issued to you August 31, 2016 due September 20, 2016. I have enclosed billing histories for your review.
When payment was not received, we forwarded the $63.16 balance to a third-party collections vendor, [redacted]) on October 10, 2016, 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.
While we appreciate your concern, the 5% enrollment discount for RightTrack was included in your $2,621 annual premium; therefore, no adjustments can be made. Additionally, your policy was active for over two months; yet, we only received two payments. The $63.16 balance due reflects the residual balance owed of $24 from the prior policy, along with the remaining pro-rated balance owed for coverage afforded up to August 31, 2016. As long as the balance owed is paid or resolved with us directly or with [redacted] on our behalf, your credit will not be affected.
Mr. [redacted], since your Declarations page contains personal information, I am emailing you a copy of this document for your review under separate cover to the email address provided in your correspondence. If you have further questions or concerns, please contact me directly and I will be happy to assist you.
Sincerely,
[redacted]
Sr. Customer Care Specialist
Customer Care Unit
[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. Regarding the response from Liberty Mutual, since the response stated that I paid a down payment and I made all the payments I still don't get it.  How can I pay up front and still owe you money?  Whether you require a down payment or not, I paid one(according to you).  As for the policy issued in 2009, if you check your records, you will find that I had coverage with you for several years before that in [redacted]. When I initially got coverage with Liberty Mutual I paid a down payment at that time also. So for a company that doesn't require a down payment you are very proficient at collecting them before issuing coverage.  I still dispute your claim that I owe you any money and still feel that you owe me the money per your representative when I cancelled coverage with you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I'm rejecting this because my escrow was raised because of this mess and due to their mistakes I had to make up the difference for the month, a whole month. All they have to say is SORRY! So if I get pulled over for speeding, I can just say sorry and drive off! Accountability/competition, they will have to look it up but that's what happens when mistakes are made in business. This is not grammar school, sorry doesn't make up for lost funds. 
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your June 7, 2016 correspondence to the Revdex.com.  I am truly sorry we have lost you as a customer but am happy to respond in the hope of providing you with the clarity you are looking for.First, I would like to provide a little background....

Your renewal packet issued to you on March 8, 2016, over one month prior to the renewal date.  We were not advised you did not intend to renew.  Your condominium policy therefore renewed, as scheduled, on April 9, 2016 with an annual premium of $425. You previously selected monthly billing and this billing method continued for the renewal term.  We billed you for consecutive months and a $6 billing fee was applicable to each bill issued.  No payment was received.  Therefore, a cancellation notice issued to you on May 4, 2016 advising a minimum payment of $92.54 was required prior to May 24, 2016 to avoid cancellation.   When no payment was remitted, this policy cancelled retroactive to the April 9, 2016 renewal date since the renewal term was considered not accepted.  After the cancellation, the balance due was adjusted to $12 which reflecting only billing fees.  There was no cancellation fee as you referenced.Upon receiving your correspondence, we waived the $12 in bill fees applied to the policy and your balance due adjusted to zero.Mr. [redacted], again, we are truly sorry to have lost you as a customer.  I hope that I have answered all of your questions today.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

RE:   Personal Automobile Policy:  [redacted] LM General Insurance Company/ NAIC: [redacted] Dear Mr. [redacted],This is in response to your recent correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to respond further.Every insurer sets rates based on their own loss history, operational costs, and anticipated losses. While the factors that cause our rates to change are not unique to Liberty Mutual, they effect different insurers in different ways at different times. Unfortunately, we cannot compare rates between companies. I regret your disappointment in the rate increase on your policy. Due to privacy concerns, we are unable to release information about other policyholders' rates. However, not every customer would have received the same increase, others may have seen more or less than you, depending on their own policy factors. Furthermore, the specific data used to determine rates is considered proprietary and as such is not something we will release. Mr. [redacted], if you have further questions, please feel free to contact me directly. I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Response uploaded for 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].
 Your statements are incorrect.  My reason for cancellation is that when I called to review my policy with a representative she informed me there were no errors on my policy and the increase was correct and she then advised me to go look for a new insurer.  I was never given the opportunity to even consider staying with Liberty Mutual, as I was not informed that there was an error and what my actual rate should have been until after the policy was canceled.  That clearly shows my cancellation was due to your error and not competitive rates.  I should not be charged a fee due to your error on my policy and your advisement to cancel without even being informed that there would be a cancellation fee.  You have utterly poor and disgusting business practices and customer service.
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your January 23, 2017 correspondence to the Revdex.com regarding your auto and motorhome policies. 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.
First, I will provide a little background. Your auto and motorhome policies were created on May 11, 2015 and renewed on May 11, 2016. $1,368 was your renewal price for the automobile policy and $1,049 for the motorhome.
When you first set up the policies, you selected payroll deduction as your preferred payment method. The deductions occurred bi-weekly with each paycheck and continued with the renewal terms. However, we notified you in December that payroll deduction was no longer an option offered through your employer. You therefore elected monthly Electronic Funds Transfer (EFT) for your new billing method on December 19, 2016. At the time, the balance owed was $631.46 for your auto and $489.24 for your motorhome. There were four monthly EFT payments of $157.87 (auto) and $122.26 (motorhome) scheduled to pay your balances in full (with the final payments adjusted a few cents).
Due to the remittance process on some payroll accounts, there may be a delay between our request for payment and the payment being applied to your policy. After we changed the billing method, we received additional payroll payments totaling $185.90. Of this amount, $105.22 was applied to the auto and $80.68 to the motorhome policy. These payments plus the EFT payment received on January 16, 2017, further reduced your balances due to $368.37 (auto) and $286.30 (motorhome).
You elected to cancel your policies effective January 18, 2017. We credited your policies’ balances for the unused portion of the policy terms in the amounts of $424 (auto) and $324 (motorhome). This resulted in credit balances of $55.63 (auto) and $37.70 (motorhome) which were refunded directly to your bank account on January 18th and 19th respectively.
An additional refund of $92.95 will issue to you by check in the next two business days due to a subsequent payroll payment received and applied to your auto policy. We waived a $5 bill fee previously applied to your motorhome policy after the payroll billing was discontinued which will also be refunded to you by check. Please allow approximately two weeks for delivery of these checks.
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 Specialist
Customer Care Unit
[redacted]

We have yet to receive any contact from an attorney representing Mr. and Mrs. [redacted] in connection with their claims. As such, we will follow-up with them directly in an effort to obtain the information necessary for us to complete our investigation and determine coverage.  Again, if Mr. and Mrs. [redacted] have retained an attorney to represent them in connection with their claim, we would ask that they have their attorney contact us so we may proceed toward resolving their claims. [redacted]Team Manager-Special Investigations UnitPersonal Insurance Claims

Dear Ms. [redacted],This is in response to your June 29, 2016 correspondence to the Revdex.com.  I appreciate the opportunity to respond. At Liberty Mutual, we always strive to give our customers the best price possible—but sometimes factors like increasing costs of repairs, medical...

expenses, and extreme weather call for a review of our prices.  In addition, your driving history is a factor when we determine your policy price.  The Safe Driver Insurance Plan (SDIP) was implemented by Liberty Mutual to fairly distribute the costs of automobile insurance among policyholders.  Drivers with accident-free and conviction-free records are rewarded by paying the lowest possible rates.  Drivers who have had accidents or convictions pay a greater share of insurance costs through surcharges.  However, the maximum surcharge period for any one incident is three years.  The four point violation listed below has been a primary factor affecting your policy price since your July 13, 2015 renewal:  NAME  OF OPERATOR   DATE           VIOLATION [redacted]                            August 10, 2014                   Driving with BAC over legal limitRegarding your concern that you were not contacted regarding the premium change, a renewal packet issued to you on June 9, 2015, over one month prior to the, July 13, 2015 renewal date.  Most recently a renewal packet issued to you on June 8, 2016 for the July 13, 2016 renewal.  The policy automatically renews unless we are notified you do not wish to continue coverage.  A Declarations page included with the renewal packet outlined the new premium amount of $6,225 in 2015 and $6,385 in 2016.  On July 30, 2015 an Electronic Funds Transfer (EFT) withdrawal notice issued to you advising the new monthly payment amount would be  $518.75 ($6.225 divided by twelve) for the July 13, 2015 through July 13, 2016 policy term starting with the August 13, 2015 withdrawal date.  When you spoke with our customer service department on June 29, 2016, you were removed from EFT billing and placed on monthly direct bill as you indicated that you had obtained another policy and your new carrier would send us a cancellation notification.  However, our records do not reflect that we have been provided with this information.  In order to process a cancellation, this information is still needed.  The Declaration’s page may be forwarded by facsimile to [redacted], email to [redacted] or mail to [redacted].   Also, if you prefer to contact me by telephone with this information, I may be reached at [redacted]   from 8:00 a.m. – 4:00 p.m. Monday through Friday or you may leave a message with the date if I am unavailable.  Once the policy has been cancelled, a final bill will be mailed for any outstanding balance due.  Mrs. [redacted], you have been a valued customer for many years and we are sorry to hear that you are obtaining coverage elsewhere.  If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

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. 
This isn't correct if I knew that you would do something like this without my consent I would have used a different Insurence carrier. I understand that Insurence companies don't like to pay out but this is just beyond me.  I wasn't notified of the change till after it was made! I would have left the company right there and then!Regards,
[redacted]

Dear Mr. [redacted],   This is in response to your February 8, 2017 correspondence to the Revdex.com regarding your automobile policy. Thank you for speaking with me February 10, 2017. I appreciate the opportunity to reply and apologize for the frustration the delayed refund has...

caused.   Our goal is to provide exceptional, accurate service. I regret that we did not follow through in this instance and you received conflicting information about the timing of your refund. Your feedback regarding this will be used in our continued efforts to improve our level of service.   You contacted us on February 3, 2017 and we initiated a new automobile policy at your request effective February 4, 2017. We accepted a down payment of $136.08 by credit card.   This policy was later cancelled at your request effective February 4, 2017. The cancellation credit posted to your policy balance on February 7, 2017 and a $136.08 refund check was issued to you February 7, 2017.   However, I regret the refund check was issued in error as it would typically be issued to your credit card. In an effort to expedite the refund, a stop payment was placed on the check and a refund was issued to your credit card today. Credit card refunds are typically available within 3-5 business days but the funds may appear sooner if you contact your financial institution and advise them of the refund submitted.    Mr. [redacted], thank you again for reaching out. If you have any further questions or concerns, please contact me directly. I will be happy to assist you.   Sincerely,   [redacted] Associate Customer Care Specialist Customer Care Unit [redacted]

Mr. [redacted],Your company has seen fit to correct my issue. Although, I feel there should not have been an issue. My question to you is: Why would mileage be an issue at all for a claim? I am the "victim" and instead of making sure I am where I was before the accident, I have had to "jump" through hoops to try to resolve what happened to me. It was an accident, I was not angry with the young man. He was very apologetic, and just a very nice young man. I understand that he was not paying attention. This does not change the fact that your customer hit me. You stated "there is a chance that we may have covered the charges," but I feel this "policy" should be changed. A chance is not absolute. I needed to know that I would not have to come out of pocket for ANYTHING, and yet I was being told I would responsible for mileage. I have already had to take off work to have someone look at my car; so I am already out of pocket. I have not requested anything other than to have me back where I was. No more and no less. Please just think about it. This is a very big issue with me only because I needed it validated. Your company has done that.
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]