Advanced Mechanical Corp.

Dear Mr. [redacted], This is in response to your April 26, 2016 correspondence to the Revdex.com. We are sorry to have lost you as a customer.  I appreciate the opportunity to respond and hope to provide you with the clarity you are looking for.First, I would like to provide a little...

background.  Your automobile policy was created on December 20, 2014.  The policy term is one year so the initial policy term expired on December 20, 2015.  We do not have fifteen month contracts. While we always strive to give our customers the best price possible, sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices and your premium may change at renewal.We distribute the costs of automobile insurance fairly among policyholders by rewarding drivers with accident-free and conviction-free records with the lowest possible rates.  However, your own driving record and loss history are not the only factors that are considered when we determine your policy price. Regarding your concern that you were not contacted regarding the premium change, our records reflect you were notified.  Since you elected paperless documents, an email notification issued to you November 16, 2016, over one month prior to the renewal date confirming your renewal documents were available for viewing online through your eService account.  Included with the renewal packet was a Declarations page outlining the $1,833 annual premium along with an Electronic Funds Transfer (EFT) withdrawal notice advising the new monthly payment amount would be $152.75 ($1,833 divided by twelve) starting with the January 19,. 2016 EFT payment. We received three $152.75 EFT payments (January – March) and your balance was adjusted to $1,374.75. This policy was cancelled at your request effective April 1, 2016.  After the cancellation, a $1,322 credit was applied to the policy balance for the unused portion of the policy term.  This adjusted your balance to $52.75.  A final $56.75 bill ($52.75 balance + $4 bill fee) issued to you April 1, 2016 due April 21, 2016 reflecting the premium owed for coverage afforded through the cancellation date.  I enclosed a billing history detailing all the transactions and payments received.  The premium charged was appropriate based on the coverage provided.  There is no refund owed to you.  The $56.75 balance remains due.  Mr. [redacted], we are sorry you decided to cancel your automobile policy.  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]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. 
We received the updated policy and it showed an increase on our policy. When I called to question the the increase, the customer service rep told me that the increase was due to higher premiums in Texas, he never once told me that there was a charge for excluding our daughter. Furthermore, my payroll was deducted on June 12, 2015 for an  additional  $108.00 after I cancelled the policy on June 4, 2015. Safeco insurance is not flexible or truthful on their policy practices, that is the reason we cancelled the policy. 3 different reps told us the same thing that our premiums increased because of other insured drivers raising the cost. Please review our account thoroughly to insure we get a proper refund for payments made after our policy cancelled and for not notifying us of extra charges on the policy. 
Regards,
[redacted]

Dear Mrs. [redacted],This is in response to your additional correspondence to the Revdex.com. I appreciate the opportunity to further respond. We are unable to adjust the balance due. You were notified of the premium for your 2016 renewal over one month prior to the renewal date. The renewal policy documents issued to you also included the short-rate provision. Policy records reflect we reached out to you on October 3, 2016 and confirmed there was no opportunity for savings.While we appreciate your concern, we are unable to adjust the balance owed. The premium charged was appropriate based on the coverage provided. The $247.28 amount is the balance due for coverage provided as supported by the policy documents and billing history included with my prior response. Mrs. [redacted], I regret my response could not be more favorable. We wish you the best in your future endeavors.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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The facts are that your insurance company wrongly charged me for insurance on a property that I did not live in for a period of seven days, and you refuse to correct the matter.  This would not fly in any other type of insurance (e.g., health, car, etc.).  Your response is just hiding behind semantics and the fact that your customer service staff incorrectly recorded notes in my file which should have read a cancellation date of 4/30/15, not "six months".Your customer service is atrocious, and your staff are untrained, rude, and accusatory.  Not only have you failed to correct the matter of wrongful billing, but you are still treating me as a number and not a person.  It's unacceptable when you claim to provide a service to customers.  I myself work in the customer service industry, and if I didn't know how to handle a customer's request, I would never simply fumble around with the customer's file and let it ride.  I also would never put a customer on hold 5 times in the course of one conversation while I pretended to research things.  And I certainly wouldn't make anyone jump through hoops for my mistakes!I'm sure this is all going right over your head as this is the third time I'm having to correspond with you in this manner, but if I may attempt to spell it out one more time...  I'm asking for not only my billing to be corrected, but for an apology for my mistreatment at the hands of your customer service, and also yourself, multiple times!
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 cancelled my renter’s policy ([redacted]) January 30th of 2015; I had my premiums automatically deducted from my pay check. After cancelling my policy Liberty Mutual never stopped deducting the premiums from my check; I filed a complaint with the Revdex.com in March or April of 2015. This resulted in a mutual agreement between me and Liberty Mutual to send a check every pay period for the amount that would be deducted until the premiums were stopped. However, the premiums have not stopped but the reimbursements have. I have talked to our pay roll people and they have stated that Liberty Mutual never submitted a stop payment order. I called the local [redacted] branch (branch [redacted]) office from which I purchased the policy with no return calls. I want the money that is owed and I want the deductions to stop.
Regards,
[redacted]

Mr. [redacted], Please find our response to this matter enclosed. [redacted]Sr. Business Analyst

RE:  Personal Automobile Policy: [redacted] ([redacted]’s Policy)       Personal Automobile Policy: [redacted] ([redacted] and [redacted]’s Policy)       Liberty Mutual Fire Insurance Company/NAIC: [redacted]Dear...

Ms. [redacted],  This is in response to your July 8, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.To further explain the balance due, I will provide a little background. Your mother’s automobile policy was created on April 2, 2014 and cancelled on March 4, 2015 due to vehicle being sold.  The vehicle insured was the 2002 [redacted]. The policy cancelled without premium due and is paid in full.Separately, you and Mr. [redacted] initiated a policy with us on June 3, 2011 which subsequently renewed each year, most recently June 3, 2015.  The policy was cancelled for non-payment of premium effective September 3, 2015. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date throughout the duration of the policy. Payments were made consistently until June of 2015 when the account the payments were withdrawn from was closed. Therefore, the EFT was discontinued and bills were issued by mail in July and August of 2015 in order for payment to be remitted and the policy to remain active.  When no payment was received, the policy cancelled for non-payment of premium effective September 3, 2015.  A final bill was issued on September 9, 2015 due October 18, 2015 for coverage afforded 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 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.  The $141.61 remains due. For your review, I have included a billing history for your account.Ms. [redacted], thank you for contacting us. I hope your questions have been answered today. If not, and 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. 
[redacted],Thank you for your response, even though this was not what I have asked for and just a regurgitation of the Liberty Mutual “scripted call center response”.  What I asked for was a simple line item bill indicating the actual amount of the penalty. I was billed on an 11-month billing cycle, which means not only should there be a credit for the 10 days between the July 5th cancellation date and the actual 15th policy begin date, but also the fact that the payments made are over an 11-month period vs. 12-month period, effectively paying the premium ahead.  Your response seems to indicate that there was a premium owed prior to July 5th and that plus the penalty yielded a balance of $412.79 plus a $3 service charge.  This is not true, since there were credits due, as stated above.  This is a very simple request and the fact that a multi-million-dollar company cannot produce a simple line item billing statement that actually reflects basic ledger/accounting principles used by a mom and pop company or simply put in writing what the actual penalty was, can be nothing more than a cover up.As for your reference to visit the NC Department of Insurance, perhaps you should visit our fine government site to see how helpful it.  Let me save you the trouble, here it is: “This type of cancellation may be used when the policy is cancelled by you or by a premium finance company. It will generate your refund minus a penalty for canceling during the policy period. The penalty amount varies according to the total premium and the amount of time left in the policy period.”Wow, so much information to be found, hard to believe I can’t figure out what the total penalty is for cancelling early.  I must have absolutely no math skills. Since I am an honest person, I have paid my extortion money to Liberty Mutual Insurance, but I will not drop this issue until it is resolved.  I will be writing my local representatives, which I am sure will do nothing to change these wonderful laws that should be protecting the citizens of North Carolina from corporations like Liberty Mutual.   I will also be informing all the people I know, either personally or via social media, that though Liberty Mutual Insurance may have been with in their rights to extort money allowed through these laws, they refuse to provide adequate documentation to avoid embarrassment of the facts or take into consideration what kind of customer I had been over the years.  I was with Liberty Mutual for over 10 years, no accidents, no speeding tickets, and not a single claim was made by myself or anyone on the policy.  Thanks for your business- here is your penalty for being such a good driver and not costing Liberty Mutual Insurance one penny in the many years you were with us.Once again, please provide written confirmation of the total penalty accessed.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to your May 29, 2015 correspondence to the Revdex.com regarding your recent auto claim filed against [redacted]’s policy. I appreciate the opportunity to respond to your concerns.The loss to Liberty Mutual on 5/14/15 at 5:05 PM. The loss indicates...

[redacted] was operating our insureds vehicle; she was not listed on the policy. We immediately scheduled your vehicle for an estimate which was completed the next day (5/15/15). Our insured [redacted] called on 5/14/15 at 9:11 PM and spoke with our after  hours team. The after hours team collected our insureds message; however we were unable to verify that [redacted] had permission to operate our insureds vehicle. From 5/14-5/29 we attempted to contact our insured on multiple occasions through various channels including telephone, letters and emails with no success. Our claims system reflects that we interacted with you five times from 5/14-5/29. During these conversations our goal was to keep you informed with the progress, setting clear expectations that we must confirm permissive use and facts of loss prior to assisting withdamages.  Our claims system reflects that all voicemails were returned on the same day or next day when left after hours. Our standard message includes the option to hit zero for immediate assistance as anyone on the claims team can provide immediate assistance, it appears you took advantage of that option. The auto accident report was received on 5/27/15. The report confirms the operator of our vehicle rear-ended your vehicle. There were no indicators that Mr. [redacted] granted permission for her to drive the vehicle.  It wasn’t until 5/29/15 that we received notification from Mr. [redacted] that Ms. [redacted] had permission to operate the vehicle. We immediately accepted liability and have issued payment for the damages to your vehicle. Since this complaint was filed we believe we have resolved your concerns. We do apologize for the delay in handling; however we needed to confirm the vehicle was used with permission.[redacted]          Claims Team Manager Liberty Mutual Insurance [redacted], MD [redacted]Phone: ###-###-####, Ext. [redacted]Fax:###-###-####Email:[redacted]@LibertyMutual.com

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 still insist the fact that Liberty Mutual will not release this recording to me is an admission of your company trying to hide something.  I will never trust any word from your agent[redacted] is trying to hide something that he has done wrong.In the meantime I have received an estimate of $1950 for just a patch job just to keep the weather out.I certainly hope that LibertyMutual will pay this small amount otherwise both Liberty Mutual and I will be out much more money in the future.I look forward to your consideration.  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].
Update - This case should not have been closed. I included In emails cc: Revdex.comI left voice mails for [redacted]. [redacted] is out of office for Holiday. Important and new update • Policy Changes were made and in effect first part of Oct. 2016.•[redacted] - Amount paid for Nov. was taken out of my bank was old amount. Can they issue credit? I do not want this to happen again for month of Dec. • Can you send me something in writing of My new monthly broken out per mo.? This hopefully will eliminate in me paying more than what was agreed. Update Re: equipment • I think [redacted] has been with the Company while and seemed to be trying to help. She has no control or voice for what they advertise. This is more on consumer affairs with Insurance. Really not her dept. Thanks, [redacted]. Regards,
[redacted]

Dear Mr. [redacted],This is in response to your July 7, 2016 correspondence to the Revdex.com.  I am happy to respond and hope to provide you with the clarity you are looking for.Please accept my apology for your unfavorable experience.  I regret you were not anticipating any...

changes to your policy after we initially spoke with you regarding the licensed operators in the household. First, I would like to provide a little background.  Your policy initiated effective November 8, 2011.  At the policy inception, the application you signed November 7, 2011 listed the drivers insured under this policy, as both you and Mrs. [redacted]-[redacted].  The application also stated the following:Please review drivers listed above to ensure all members of the household age 16+ are listed on the application.  To ensure proper coverage, contact us to add drivers not listed. In addition, the policy provisions issued to you stipulated the following:B.  If there is a change to the information used to develop the policy premium, we may adjust your premium.  Changes during the policy term that may result in a premium increase or decrease include, but are not limited  to, changes in:  1. The number, type or use classification of insured vehicles;  2. Operators using insured vehicles;  3. The place of principal garaging of insured vehicles;  4. Coverage, deductible or limits.Periodically, we may contact our customers to verify policy information for rating purposes.  Liberty Mutual Insurance has partnered with Quality Planning (QPC) to confirm your policy information is up to date. QPC is a subsidiary of the Insurance Service Office that specializes in rating accuracy tools for personal insurers.  Mailings are issued and customers also may be contacted by telephone by QPC to verify certain policy information for rating purposes.Prior to QPC calling you, a letter was issued to you which stated the following:  At Liberty Mutual Insurance, we periodically review policy information to ensure that we have the most accurate information on our customers. Keeping policy information up to date will help us provide you with coverage when you need it most. Our trusted partner, Quality Planning (QPC), will be assisting us by collecting this information on Liberty Mutual’s behalf.To ensure that your policy information is current and complete, please call a QPC representative, toll-free, at 1- ###-###-#### Monday through Friday from 8:00 a.m. to 11:00 p.m. and Saturday from 8:00 a.m. to 5:00 p.m. Eastern Standard Time or you may visit [redacted]Our records reflect after QPC spoke with you, we added your son, [redacted] to the policy as a listed operator effective May 10, 2016.  The annual premium adjusted from $2,489 to $5,499 with a pro-rated increase of $1,501.  A Declarations page issued to you confirming this change. Since you previously selected paperless documents, an email notification issued to you advising your new policy documents were available for viewing online through your eService account. After this change was made, you spoke with a service representative on June 20, 2016.  At that time we further explained that if your son is a licensed operator in the household, then he should be listed as an operator on your policy.  When determining your premium, we consider many factors such as your credit history, claims history and auto characteristics.  When you indicated concern with the revised annual premium, we offered to re-evaluate your policy with up-to-date rating information to determine if there would be an opportunity for savings.  Since the re-evaluation quote was lower than your existing policy’s premium, we cancelled your existing policy and implemented a new policy effective June 21, 2016.With respect to your billing concerns, as a result of the change to add an operator, your monthly EFT payments starting on June 15, 2016 were scheduled to increase to $510.30 ($2,551.48 divided by five).  A withdrawal notice issued May 31, 2016 confirming the $510.30 EFT scheduled for June 15, 2016. However, a new policy was written effective June 21, 2016 with an annual premium of $4,102.  We transferred the $71.82 credit that remained on the prior policy to the new policy.  Effective June 30, 2016 we updated your vehicle safety features and your property damage liability coverage was increased from $50,000 to $100,000. This resulted in a prorated credit of $132 and your policy balance was adjusted to $3,898.18. This policy was cancelled effective June 30, 2016 at your request.  After cancellation, a $3,867 pro-rated credit was applied to the policy balance for the unused portion of the policy term and the balance adjusted to $31.18.  A $36.18 ($31.18 plus $5 bill fee) final bill issued to you July 5, 2016 due July 25, 2016 reflecting the balance owed for coverage provided through the June 30, 2016 cancellation date.  After receiving your correspondence I removed the $5 bill fee and the balance due adjusted to $31.18.  I enclosed a billing history for each policy detailing all the transactions and payments received.  In summary, your new policy was active from June 21, 2016 through June 30, 2016.  Yet we did not receive any payments, only a carryover credit of $71.82 from the prior policy.  Therefore, a final balance of $31.18 remains due.Mr. [redacted], thank you for contacting us.  While we appreciate the time you allowed us to insure your automobiles, please understand that there is no flexibility with the premium.  The premium was appropriate and the balance remains due.  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: ###-###-####  Fax: ###-###-####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. 
I spoke to the customer service rep on June 4, regarding this matter and he did state that my payroll would not be withdrawn for any amount on June 11, 2015. This company  just continues to lie and take advantage of people just because they have access to our accounts.  At no time did I receive or was told about a charge for excluding drivers on our policies, that is a blatant lie.
Regards,
[redacted]