Advanced Mechanical Corp.

Dear Mr. [redacted],This is in response to the February 25, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns.  I appreciate the opportunity to respond and hope to provide the clarity you are looking for. I am truly sorry for any miscommunication...

which resulted in two payments withdrawn from your account on the same day. I regret the inconvenience this matter has caused.First, I would like to provide a little background.  Your automobile policy was created on December 6, 2015 with an annual premium of $2,601. After your $216.74 down payment, the balance due adjusted to $2,384.26.You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment.   There were eleven monthly payments of $216.75 scheduled over the remainder of the policy term ($2,384.26 divided by eleven). On January 20, 2016 you called to change the withdrawal date from February 5, 2016 to February 16, 2016.  This withdrawal date change resulted in one less payment scheduled for the policy term.  There were ten EFT payments remaining of $238.43.  However, at the same time, the representative you spoke with scheduled a separate payment to be processed on February 16, 2016 for $216.74.  A $238.43 payment was received on February 16, 2016.  In addition, the $216.74 payment was received.  We refunded the $216.74 back to your account on February 25, 2016.  Processing time is typically 3-5 business days before your account balance is credited. There will be a further adjustment to your EFT payment since we removed the 2014 [redacted] from this policy effective February 19, 2016.  This resulted in a annual premium revision from $2,601 to $1, 320 and a pro-rated credit of $1,018 applied to the policy. Your EFT payment will be $125.31 starting March 16, 2016.  I have attached a billing history that shows the payments received along with the changes made to the policy for your review.  While we understand your frustration and regret the inconvenience, there was no fraud committed.  The payment was credited to a policy belonging to you.  We acknowledged our oversight and refunded the payment back to your account.  In addition, we have addressed this matter with the service representative involved. Mr. [redacted], you are a valued customer.  Again, we are truly sorry and hope we may consider this matter resolved.  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 Operations

Dear Mr. [redacted],   This is in response to your additional correspondence to the Revdex.com.   I have been asked to further respond. In response to your request for confirmation the policy is signed and in effect through both an email confirmation and confirmation via your online account, I sent an email to you under separate cover with a copy of your Declarations page acknowledging we received your signed application and paperless policy consent form.  Your documents should also be viewable online through your [redacted] account.You also asked for an explanation of what occurred and why this issue was not resolved sooner.  We explained in our March 1, 2016 email response to you there was an internal processing issue which delayed the cancellation of your earthquake policy.  In addition, you reached out to us several times through multiple avenues, including our website, our customer service department and the Revdex.com.  The individuals you originally spoke with did not disappear; however, your concerns were redirected to the attention of my team for handling.Lastly, in response to your request for compensation, please understand that there is no flexibility with the premium due.  While we are truly sorry your experience has been unfavorable, we are unable to compensate you for time or inconvenience.  However, we will strive to do better going forward.Mr. [redacted], if you have any other questions or feedback to share, please also do not hesitate to contact me. I will be happy to assist you.Sincerely,[redacted]Associate Customer Care Specialist**Customer Care UnitPersonal Insurance Distribution OperationsPhone: [redacted] Fax: [redacted]

follow up rebuttal to insured comment - responded again on 12/17/14

Hi [redacted] Apologies for the missed communication. We received your complaint with the Revdex.com and I just left you a voicemail. Have you had your vehicle repaired? Can we recommend a shop in your area? What’s the best time to speak to you?

Linda at business said they will send a check to customer on Monday, 1/23/17. Business will cancel the contract and no return visits will be scheduled in future.

Dear Ms. [redacted], Thank you for your additional correspondence to the Revdex.com regarding your ATV policy.  I am happy to advise that the policy reflects a zero balance.Please accept my apology for any confusion concerning the November 1, 2016 and December 12, 2016 bills that issued to you. When we amended the cancellation date and reason, an updated bill issued to you with a $10 balance. However, the previous representative you spoke with requested the associated fees, totaling $10, be waived. This was completed on December 20, 2016 and the balance is now zero. Ms. [redacted], thank you again for contacting us with your billing questions. If you have further questions, 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]

Dear [redacted],
This is in response to your June 1, 2015 correspondence to the Revdex.com regarding a previous tenant policy. I have been asked to research and respond to you and appreciate the opportunity. Please accept my apology for the delay in processing your cancellation. I...

regret any miscommunication that may have occurred.
This policy renewed effective November 7, 2014 with an annual premium of $232.
You contacted customer service on October 15, 2014 to advise that you would moving mid-term, so you would not need the policy for the full year. Our records indicate we updated your billing from pay in full to semi-annually, but advised you to contact us closer to your moving date to request cancellation.
We received a payment of $116 on October 15, 2014 and your balance due adjusted to $116.
After consecutive bills issued to you remained unpaid, a cancel notice issued to you on April 30, 2015 advising remittance of $116 was required prior to May 20, 2015 to avoid cancellation. When payment was not received, this policy cancelled for non-payment of premium effective May 20, 2015. A $7 bill issued to you on May 26, 2015 due June 15, 2015 reflecting the balance due for coverage afforded through the May 20, 2015 cancellation date.
After receiving your correspondence, I amended the cancellation date to reflect May 7, 2015. Your balance due was adjusted to zero.
[redacted], if you have further questions or concerns, 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: ###-###-####

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com we received December 22, 2015.  I appreciate the opportunity to further respond.Our records reflect the $141.99 refund check was cashed on December 23, 2015. I trust this resolves your remaining concern regarding the refund issued. Mr. [redacted], we are sorry you decided to cancel your automobile policy and wish you the best in your future endeavors.Sincerely,[redacted]                         ...⇄ Associate Customer Care SpecialistCustomer Care Unit Personal Insurance Distribution Operations Phone: [redacted]  Fax: [redacted]

Thank you for your correspondence dated 9/22/2015 regarding the damages sustained to [redacted] vehicle by our insured, [redacted]  Currently the claim is still under investigation. The claim was reported that our insured tried to change lanes and struck the claimant’s...

vehicle. We do not have a statement from the insured yet to confirm or deny the stated loss. Unfortunately due to this we cannot confirm that we owe for this loss until we get in contact with our insured. There has been five attempted phone calls and two letters sent out to the insured. We give our insured 30 days to respond before we attempt further actions. If you have any further questions, please do not hesitate to contact me. I can be reached at [redacted] from 8:00am – 4:30pm EST, or at [redacted]
Respectfully, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

This letter is written in response to your correspondence received regarding an appeal of our liability investigation, and finalized decision on handling. We are in receipt of the above captioned complaint, and would like to respond accordingly. Based on the filing of this complaint, it has...

been determined that the correct department Mr. [redacted] needed to speak with was within our total loss department. Mr. [redacted] was attempting to communicate with the incorrect department, although specific communication information had been provided. This communication was reiterated to him on 10/11/2016, and the total loss adjuster's information was verified.  Mr. [redacted] had no further questions, and the matter has been resolved.

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. 
Please see attachedRegards,
[redacted]

RE: Personal Automobile Policy:  [redacted] LM General Insurance Company NAIC:  [redacted]            Dear Ms. [redacted], This is in response to your April 12, 2016 correspondence to the Revdex.com. Since I respond to our customers on behalf of...

our corporate office and executives, I have been asked to respond to your concerns and I appreciate the opportunity. Please accept my apology the process did not go smoothly for you when attempting to apply the Accident Prevent Course (APC) discount. It is our intent that all documents that are received in any of our offices be afforded the appropriate attention and handled accordingly. I regret this is not consistent with what you described. Liberty Mutual Insurance offers an APC discount in accordance with the Point & Insurance Reduction Program (PIRP) in the state of New York. In order for us to apply the discount to the policy, we require that we receive a copy of the completion certificate for the course. As long as a copy of the certificate is legible, we do accept email and facsimile copies of the certificate in addition to the option to mail it to us. While we regret that the certificate has not been received, we are unable to provide the discount without receiving a copy of the certificate. Our records reflect we spoke with the course provider on April 12, 2016 and they agreed to mail us a copy of the certificate. Upon receipt of the certificate, we are happy to apply the discount and adjust the premium accordingly.    In regard to your request for a complete refund, we do not desire to see a valued customer leave Liberty Mutual. However, upon cancellation of the policy, a pro-rata refund for any unearned premium collected will be issued to you. At this point, your policy remains active and no refund is warranted. Ms. [redacted], we regret your experience has not met your expectations. We hope that you choose to remain with Liberty Mutual going forward and will strive to provide you with the excellent customer service you deserve. If you have any further questions, please feel free to contact me directly. I will be happy to assist you. Sincerely, [redacted]Associate 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].
Regards,
[redacted]

RE: [redacted] Gift Card Promotion
Dear [redacted],
This is in response to your June 10, 2015 correspondence to the Revdex.com regarding our [redacted] gift card promotion. I appreciate the opportunity to respond to your concerns. I attempted to contact you by telephone; however, I was...

unsuccessful reaching you.
Thank you for taking the time to detail your experience. We regret that your initial experience has been less than favorable. Your feedback will be used in our continued efforts to improve our customer experience.
An email was issued to you June 15, 2015 containing the $10 *-[redacted] gift code. I trust your concerns have now been resolved.
[redacted], we appreciate you thinking of Liberty Mutual Insurance for your insurance needs. 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

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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[They have my divorce decree under my home owners policy from those changes in 2013. My ex husband called and gave necessary permission then to be removed from my policies. The only open issue was the lien on the [redacted] which has since been sold and removed from the policy. They have everything goes they need. The truck was added after the divorce and my husband was never listed as an owner of that vehicle. 
Regards,
[redacted]

Dear Ms. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your automobile policy. While our records do not reflect you were charged for an extra month, I am happy to further respond. There was no duplicate coverage as you reference in your complaint. The effective dates were correct as this policy was cancelled effective April 28, 2016 and the new policy began effective April 28, 2016.  As previously communicated, there was an overlap of the down payment for the new policy on April 15, 2016 and the final Electronic Funds Transfer (EFT) payment in the amount of $213.25 to close out your expiring policy on April 28, 2016. Without that final payment, we would have insured you for twelve months and only received eleven payments. When the payment was returned unpaid, we billed you directly to satisfy the premium due for coverage afforded on the expired policy. The returned payment was the only reason additional monies were due on this policy after cancellation.  The returned check fees were reimbursed as a courtesy when we realized that we could have made the rewrite of the policy smoother if we would have reminded you that the payments would overlap.  You are a valued customer and we were glad to reimburse the fees you incurred. Ms. [redacted], 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 Unit[redacted]

Good Morning,Attached is a response to the reference Revdex.com complaint. Please feel free to contact me if anything further is needed. Thank you,[redacted]Claims Team ManagerLiberty MutualInsuranceP.O. Box [redacted], KY [redacted]Phone ###-###-####Ext. [redacted]Fax...

###-###-####[redacted]@LibertyMutual.com

RE: Personal Automobile Policy: [redacted]       LM-General Insurance Corporation/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your May 29, 2015 correspondence to the Revdex.com regarding your automobile policy. I...

appreciate the opportunity to respond to your concerns.
This policy initiated effective May 28, 2013 and renewed May 28, 2014. At the policy inception, you selected monthly Electronic Funds Transfer (EFT) as your preferred payment method which continued upon renewal.
You contacted our customer service department April 1, 2015 and requested cancellation of this policy effective March 26, 2015. A $163.62 refund issued to your bank account April 1, 2015 for the unearned premium based on the March 26, 2015 cancellation date.
However, you contacted our customer service department again that same day and indicated you previously provided the incorrect cancellation date and instead requested cancellation of this policy effective March 28, 2015. We reinstated this policy and processed the cancellation again effective March 28, 2015 as you requested.
After the cancellation date was amended, there was additional premium due for the time period we provided coverage from March 26, 2015 through the March 28, 2015 revised cancellation date. Therefore, an $11 bill issued to you (by email and postal mail) April 3, 2015 due April 23, 2015 reflecting premium due for coverage provided. An email issued to you April 22, 2015, April 24, 2015 and April 27, 2015 advising you to remit payment to avoid collection activity. No payment was remitted and the $11 balance was referred to collections May 13, 2015. A billing history is enclosed for your review.
Liberty Mutual Insurance uses a third party vendor, Credit Collection Services (C.C.S.), to secure past due premium owed for cancelled policies. Policyholders are referred to C.C.S. when their policy has cancelled and the balance is not paid within 21 days after the final bill due date.
An $11 payment was received May 29, 2015. C.C.S. was notified of the adjustment and collection activity ceased. There was no adverse credit reporting as a result of the previous collection activity.
Our system is programmed to electronically send policy information to the Department of Motor Vehicles (DMV) to confirm active insurance. This was completed at the policy inception. In addition, confirmation of the March 28, 2015 cancellation date was filed electronically.
Mr. [redacted], we regret your decision to cancel this policy. 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