Advanced Mechanical Corp.

Dear Ms. [redacted],This is in response to additional correspondence to the Revdex.com.  I appreciate the opportunity to further respond.  Regarding your request for further escalation, when you contact the Revdex.com your correspondence is received by our Presidential Service Team.  When a customer contacts our Presidential Service Team, this is the highest level of escalation.  Prior to sending my original response, I involved the appropriate management to also review your concerns.      With respect to your comparison of our rate based on the rates you have received from other insurance carriers, I am unable to speak to the premium you obtained from an alternate carrier.  Each insurer calculates rates based on past loss experience and expenses.  There is no universal rate charged by all insurers.  The products and services offered by each carrier may also differ.  While we appreciate your concern, the premiums we charged for your policy were appropriate for the coverage provided.   As indicated by my prior response, you were notified of the increase in your monthly EFT payment amount, prior to the withdrawal taking place.  We make sure to allow enough time prior to the withdrawal date, for you to notify Liberty Mutual if you wish to discontinue this form of payment.  However, our records do not indicate we were not notified of any concern. You indicate that you have obtained alternate coverage; however, we have still not been notified of the effective date of cancellation.  Therefore, your policy remains active.  In order to process a cancellation, this information is still needed.  The Declaration’s page, confirming your new effective date, 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 we have the date you obtained alternate coverage, we will process the cancellation of your policy the same day.  Mrs. [redacted], 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 researched your concerns and there is no further appeal. If you have further questions or concerns unrelated to this matter, I will be 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].
Although it was a pleasure to speak with Mrs. [redacted] on this matter, and I felt that she had good intentions and my good interests at heart, as well as the amicable resolution of my grievances with Liberty Mutual, I cannot accept her resolution on this matter, nor Liberty Mutual's response to this issue. To be specific: I found her explanation on the Accident Forgiveness portion of my grievance to be completely absurd. At the time of my covered loss, I inquired extensively, over a period of weeks, during the resolution, as to whether this loss would be forgiven under Accident Forgiveness - with many different representatives of Liberty Mutual. All of them stated at the time that it would be. [redacted] herself stated she saw records of these numerous communications in the notes for my file dating back to 2015.  When we spoke on the matter, [redacted] claimed that the Liberty Mutual policy was the "final say" on all matters, and that it stated "experienced" drivers were eligible for accident forgiveness. However, NOWHERE in the terms, definitions, exclusions or declarations is the term "experienced" defined. When I asked for a definition from Liberty Mutual's representatives in the past, they assured me I fell under this heading. Now, Mrs. [redacted] says I do not. If I cannot trust Liberty Mutual's PAID REPRESENTATIVES to know the definitions of their own terms and policies, I cannot in good conscience consider Liberty Mutual to be dealing with me in an upfront and honest manner. The time to correct this misunderstanding was immediately after my accident - not one year later, when I went in for renewal. In regards to the misapprehensions I had over the "quote" I was offered, I have accepted Mrs. [redacted]'s statements that the actuarial tables for my area were not drawn up at the time that quote was given. We have agreed mutually that I should have been made aware that the quote would change upon renewal, and I have accepted that one (1) month in advance of the ACTUAL policy start-date is an adequate time-frame for the quote to be updated. I was under an initial misapprehension that because I was given the renewal quote 3 days after the policy update quote, that the information had been previously available. While it is frustrating I was mislead in this way, it is an understandable miscommunication. I have attached my initial policy for review, to substantiate my claims that the term "experienced" is nowhere defined within this binding legal document outlining the extent of Liberty Mutual and I's contract. [redacted] claims that it is "industry standard" that "experienced" means a certain term (3-5 years driving) - but again, this does not appear within my policy, and it did not arise during my numerous, repeated conversations with Liberty Mutual's representatives.  A guarantee, a promise, was made by numerous Liberty Mutual representatives, that I would be granted Accident Forgiveness for the covered incident. If I am to be surcharged because it cost more to pay out, so be it, but I will NOT accept a resolution whereby Liberty Mutual is allowed to ignore the economic harm it has caused me by my reliance upon the promises of their representatives in interpreting my policy. Not to put too fine a point on it: If the representatives of Liberty Mutual who are my sole point of contact for explaining and understanding my policy, are MISLEADING me as to that policy, I consider that to be both reprehensible and unsubstantiatable. Any company that does not stand by the promises of its employees and supervisors to its customers is a company I will bear continued grievance with. Thank you for your time and your consideration. It was a pleasure dealing with Mrs. [redacted], again, and I am grateful for her patience and her efforts at compromise, as well as her ongoing efforts to secure me a more reasonable rate.
Regards,
[redacted]

Response added by:[redacted] | Claims Team ManagerLiberty Mutual Insurance | Helmsman Management Services[redacted]

RE:   Personal Automobile Policy:  [redacted] Liberty Mutual Insurance Company/ NAIC:  [redacted] Dear Ms. [redacted],This is in response to your May 3, 2017 correspondence to the Revdex.com regarding your auto policy. I appreciate the opportunity to further respond to your concerns.As previously stated, when a customer indicates their wishes to cancel it is our process end automatic billing of the policy. Any payments after that point have to be remitted by the customer directly. I regret if you unable to review it, but our records indicate that we did send you correspondence by mail in February and by email in March indicating the policy had been cancelled and the final bill that was due. Unfortunately, the regulatory environment in which we operate requires us to charge premiums based on our filed rates. While your experience is unfortunate and we have addressed it internally, we are unable to compensate, or adjust a balance due, for a customer due to a poor service experience. Liberty Mutual has been in the business of helping people protect what they value most for over 100 years. The rates we charge are what is needed to ensure that we can maintain the financial stability that our customers have come to depend on. We cannot speak to the rates charged by other carriers. Furthermore, you received coverage from us through the January 6, 2017 cancellation date. The balance that remains due is for the coverage provided, and is calculated based on our filed rates. Ms. [redacted], I regret we are unable to resolve this matter to your satisfaction. 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]  [redacted]

Dear Ms. [redacted],This is in response to your December 29, 2016 correspondence to the Revdex.com. I am truly sorry for your unfavorable experience. However, our records do not reflect receipt an additional payment; therefore, we are unable to issue a refund. However, with that being said,...

I appreciate the opportunity to respond and hope to provide the clarity you are looking for.With our monthly Electronic Funds Transfer (EFT) payment option, the payment is submitted to your bank on the date you select. However, there may be a delay if the payment date falls on a weekend or holiday. In those cases, the payment will be processed the following business day. In addition, there may be a delay for your bank to process the payment and we advise our customer’s payments will be processed within one to three business days. If the funds are not available in your account at the time of withdrawal, a second attempt may be made by your bank within ten business days in order to process the payment. If the second attempt is unsuccessful, the payment will be returned as unpaid and the following month’s EFT withdrawal will include the previous month’s balance in addition to a returned payment service charge if applicable. Our records reflect that we submitted the November EFT payment on November 25, 2016; however, on the bank statement you provided, there is no withdrawal from Liberty Mutual on that date. The bank statement reflects the December 9, 2016 payment in the amount of $283.05 was a “retry pymt” of the November 25, 2016 EFT payment processed which suggests the funds were not initially available. The next payment was therefore processed as scheduled on December 26, 2016. Based on the above information and our records, there were no duplicate payments received for this policy. This policy was cancelled at your request effective December 31, 2016. After the cancellation, a $2,176 credit was applied to the policy and a $2 bill fee was removed. The policy reflects a $210.62 credit balance; however, if the December 26, 2016 EFT payment is returned unpaid, a balance will be owed. Please contact me at the telephone number listed below to discuss the billing and options available. I enclosed a billing history for your review.  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]Enclosure

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]

Liberty Mutual Response.

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com. I regret you continue to have concerns and I appreciate the opportunity to further respond. Policy records reflect that you contacted us February 20, 2016 to advise that the 2004 Buick LeSabre recently added to your Alabama policy would be registered in the state of Florida instead. Therefore, we removed the vehicle from the Alabama policy and you were transferred to our relocation department. A Florida policy was written for this vehicle. As I mentioned in my previous response, if you can provide documentation that the 2004 Buick LeSabre’s registration did not include your name, I can have the policy amended. Without this information I am unable to make any changes. As I previously indicated, a bill of sale does not prove registration and in the state of Florida the named insured on a policy must match the registration. Mr. [redacted], we appreciate the time you allowed us to insure your vehicles. However, please understand you have not provided any new information that would cause us to reconsider our position. We consider this matter closed unless we receive the required documentation.  Sincerely, [redacted]Associate Customer Care SpecialistCustomer Care UnitTele: [redacted]Fax: [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]

Contact Information:[redacted]Claims Team Manager###-###-####

Good afternoon, The complaint was resolved on this date (5/14/15). After review of the quotes Mr. [redacted] submitted to Liberty Mutual, we have authorized two additional payments to satisfy the Traveler's Insurance estimate total of $2086.90. The payments are as follows below:4/7/15 - $692.745/12/15 -...

$342.73 5/13/15 - $1,051.43This has been communicated verbally to Mr. [redacted] and to Ms. [redacted] (Mr. [redacted]'s daughter) via telephone conversation and email (attached) on this date. If you have any questions or need any additional information, please feel free to contact me. Regards,[redacted]Claims Team Manager - [redacted]I-CAR Platinum Individual™Liberty Mutual InsurancePhone: ###-###-#### Ext: [redacted]Fax: [redacted]Email:  [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].  
The response you gave does not suffice logic.  If I hire an attorney to represent me I am paying for services I do not have the knowledge and capability to represent myself.  So the same in the insurance world.  I do not know what type of insurance policy I am in need of.  I gave you the information that I lived at one house, as usually one only lives at one house with their items to be insured at.  These houses are within no more than 40 minutes from one another.  I did state this was my physical address both at the [redacted] property and then the move to [redacted] Drive, [redacted] Property.  As far as any payment for the August 2016 incident there was not payment from your insurance as you claim.  We fixed it out-of- pocket after looking at what it would cost after a deductible.  The claim was due to a tree falling on our property.  It was a valid claim which we took care of ourselves.When the inspector from your agency contacted me I informed there were renters moving in so I needed this to be looked at before they moved in.  At that time I still was not advised the wrong type of policy was on this home.  You cannot claim residential on a rental property.  It makes us look like we were trying to do something dishonest.     You should have guided us as to what policy would be correct for what property we owned. If you live at one, that is residential.  And if you own other property and do not reside, then that is a rental.  If you were an attorney this would be considered malpractice.  I have spoken with other insurance agencies and they insured me that it would be their responsibility to make sure we are properly insured as a residential or non-residential, especially when knowing that your client owns multiple homes.  
Regards,
[redacted]

Dear Mr. [redacted],
This is in response to your November 22, 2014 correspondence to the Revdex.com regarding your automobile policy. I appreciate the opportunity to respond to you.
This policy initiated effective June 19, 2013and renewed effective June 19, 2014.
We recently...

received notification from you requesting cancellation of this policy effective August 1, 2013 as you indicated you no longer needed coverage as of this date. We therefore processed the cancellation effective August 1, 2013 at your request. After cancellation, there is a $298.48 credit balance. A $298.48 refund will be mailed to you at your [redacted] address. Please allow 7-10 business days for receipt.
While we regret the inconvenience, we have no record of a prior request to cancel this policy.
Mr. [redacted], we are sorry to have lost you as a customer. Please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [redacted]

Dear Mrs. [redacted], This is in response to your May 9, 2016 correspondence to the Revdex.com.  I am truly sorry we have lost you as a customer but am happy to provide a response 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 October 30, 2015, over one month prior to the renewal date.  We were not advised you did not intend to renew.  Your automobile policy therefore renewed, as scheduled, on December 4, 2015 with an annual premium of $1,325 which included the $20 New York Motor Vehicle Law Enforcement fee due with the first installment.  You previously selected semi-annual billing and this billing method continued for the renewal term.  The first $672.50 bill for the renewal term issued to you November 23, 2015 due December 13, 2015.  When we did not receive payment, a $672.50 past due bill issued December 21, 2015 due January 10, 2016.  No payment was received.  Therefore, a cancellation notice issued to you on January 13, 2016 advising a minimum payment of $672.50 was required prior to February 2, 2016 to avoid cancellation.   When no payment was remitted, this policy cancelled effective February 2, 2016 for non-payment of premium. After the cancellation, a $1,100 credit was applied to the policy balance for the unused portion of the policy term and the balance due was adjusted to $225.  On February 29, 2016 we issued a $230 ($225 + $5 bill fee) bill due March 20, 2016.As we did not receive your final payment within 21 days of its due date, we forwarded the $230 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.  I enclosed a billing history detailing all the transactions. We spoke with you when the policy was pending cancellation and you indicated your new carrier would send us a cancellation notification; however, this document was never received.  Thank you for providing a copy of your new carrier’s Declarations page after we spoke on May 10, 2016.  The cancellation date will be amended to the December 4, 2015 renewal date and balance due adjusted to zero. [redacted]. will be notified of this adjustment and there was no adverse credit reporting as a result of the prior collection activity.   Mrs. [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]

Dear Mr. [redacted], This is in response to your May 11, 2017 correspondence to the Revdex.com. I appreciate the opportunity to respond and hope to provide the clarity you are looking for.Please accept my apology for any inconvenience caused by the delay in removing your email address from...

our no contact list, after you requested automobile and homeowner quotes from Liberty Mutual. We appreciate the time you spent sharing feedback. It is helpful so we may review what we could have done differently. Our sales representatives may follow up with prospective customers after an online quote is initiated to see if they may assist further with completing the quotes. I regret that you were unable to unsubscribe to the emails. However, after receiving your correspondence, I removed your name, address, phone number and email from our contact list. In the unlikely event any promotional mailings were pre-scheduled prior to today, there may be a final communication from us in the next 6-8 weeks. Again, we regret any inconvenience this matter has caused.Mr. [redacted], I appreciate you thinking of us for your insurance needs and wish you the best in your future endeavors.Sincerely,[redacted] Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]

Dear Mr. [redacted], This is in response to your additional correspondence to the Revdex.com. I appreciate the opportunity to further respond. We appreciate your feedback about the removal of the [redacted] University Alumni Association discount. However, in my prior response I explained to you why the discount was removed.We are unable to honor a discount without receiving the appropriate documentation required.While we understand you don’t feel the $124.85 balance is due, we are unable to waive the premium. This payment is for the coverage afforded through the February 2, 2017 cancellation date. Your correspondence indicated that you consider your coverage cancelled on January 2, 2017 due to non-payment. However, prior to cancelling a policy for non-payment, a notice of cancellation would be issued after two consecutive months with no payment remitted. This did not occur. Our records reflect we were notified January 19, 2017 that you wished to cancel the policy effective the February 2, 2017 renewal date.  If you obtained coverage with another carrier prior to February 2, 2017, please send me a copy of your Declarations page using the contact information listed below. Upon receipt, I will amend the cancellation date to reflect the inception date of your new policy and the balance due will be adjusted accordingly. If you did not have other coverage, the $124.85 remains due. A bill issued to you on January 25, 2017 due February 14, 2017. Mr. [redacted], I regret my response could not be more favorable. 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]
[redacted]

RE: Personal Automobile Policy: [redacted]
      Tenant Policy: H42-218-170583-40
      Liberty Mutual Insurance Company/ NAIC: [redacted]
Dear Mr. [redacted],
This is in response to your July 9, 2015 correspondence...

to the Revdex.com regarding your policies. Since we are committed to providing quality customer service, I appreciate this opportunity to address your concerns.
At Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure. Maintaining this balance means we must periodically review our rates and make necessary adjustments. Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses, the frequency and severity of claims and our collective loss experience in the state of [redacted].
These policies initiated effective January 10, 2008, subsequently renewing each year, most recently January 10, 2015. You selected monthly Electronic Funds Transfer (EFT) as your preferred payment method which includes twelve monthly payments.
However, you contacted our customer service department June 1, 2015 and requested removal from the EFT billing method. We therefore placed your policies on monthly direct bill at your request. With this payment method you experienced an increase in the monthly payment amounts. This increase was due to a decrease in the number of billing cycles available prior to the expiration of their policy since we must allow for mailing time in addition to a billing fee. Instead of eight remaining EFT payments there were only six bills scheduled for the remainder of the policy terms. The annual premium remained the same.
Although these policies were removed from the EFT billing method, I regret our representative missed the opportunity to also review that you still had a pending scheduled payment for the tenant policy. You previously contacted our customer service department May 30, 2015 and scheduled a $60.84 payment to be processed June 9, 2015. Therefore, this payment processed as scheduled; however, was later returned as unpaid. Liberty Mutual issued a $60 reimbursement check to you July 2, 2015 due to the bank fees you incurred as a result of the $60.84 unanticipated withdrawal.
These policies were cancelled effective July 13, 2015 at your request. After cancellation, a $329 bill for the automobile policy issued to you July 3, 2015 due July 23, 2015 reflecting premium due for coverage provided through the July 13, 2015 cancellation date according to the short rate provision applicable to this policy. A $96.74 bill for the tenant policy issued to you July 2, 2015 due July 22, 2015 also reflecting premium due for coverage provided through the July 13, 2015 cancellation date; however, the short rate provision is not applicable to the tenant policy. Billing histories are enclosed for your review.
At the policy inception, you were issued a new business packet on December 6, 2007 which included the short rate provision applicable to your automobile policy:

If the policy is cancelled by you or by law, you will get a refund which is less than proportional to the time involved. It will be based instead on a short rate table which compensates us for our expenses in servicing your policy.
Mr. [redacted], we regret your decision to cancel these policies and are sorry to have lost you as a customer. 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: 888-7[redacted] Fax: 866-[redacted]
Enclosures

Dear Ms. [redacted], This is in response to the November 10, 2016 correspondence to the Revdex.com. I have been asked to respond to your concerns. Please know that it is always our objective is to be responsive to our customers’ needs. I regret your bank account was negatively impacted by...

the unanticipated withdrawal and you still have unresolved concerns. Feedback has been provided to the appropriate management so we may review what we could have done differently to ensure a positive experience for a valued customer.Our records reflect on October 13, 2016, a $144.50 payment was processed for your prior automobile policy. In addition a $208.42 payment ($149.25 for current automobile policy + $59.17 for condominium policy) was processed. When we were notified of your concern, a payment of $149.25 was returned to your bank account on October 28, 2016. Doing so decreased the remaining billing cycles available for your monthly Electronic Funds Transfer (EFT) payments. Instead of twelve billing cycles, there would only be eleven which increased the monthly EFT payment to $162.82 ($1,791 annual premium divided by 11).  In regard to the other payments that were processed, the $144.50 payment was the final payment due for your prior policy and the $59.17 payment was due for the condominium policy. These payments are unable to be refunded. You requested to be reimbursed a total of $364 in fees. However, after reviewing your bank statement and our records, a check for $112 was mailed to your home address to reimburse four of the $28 overdraft fees. We are unable to pay the additional $252 that you are requesting. We reimbursed the fees that were a result of the unanticipated payment.Ms. [redacted], we are sorry you had an unfavorable experience with Liberty Mutual Insurance. 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]

Please be advised that you submitted a complaint regarding the management of your STD claim, therefore, your inquiry was directed to the claims manager to review and contact you
Our records indicate that you were advised that we were in need of medical information to determine your continued eligibility for benefits. In addition, you were also advised that the additional medical information that we did receive had been forwarded for a medical review.
Ms. [redacted], Manager II, called you again on August 19, 2016 and advised you of the status of your claim and that we would contact you when the clinical review was completed.
Our records reflect that you were contacted and advised of the status of your claim and that we would keep you advised of our review.

Our records indicate that your STD benefits have been extended . [redacted]. Manager, has attempted to reach you by telephone  Any questions you have regarding your claim may be directed to [redacted] at : ###-###-#### [redacted]