Advanced Mechanical Corp.

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]

Dear Ms. [redacted],
This is in response to your January 29, 2015 correspondence to the Revdex.com regarding your flood policy. I appreciate the opportunity to respond to your concerns. Please accept my apology for the miscommunication that occurred which resulted in the delay in...

processing your cancellation request.
Liberty Mutual writes flood insurance through the National Flood Insurance Program (NFIP). As a participating insurer in the NFIP, Liberty Mutual is obligated to the rules and regulations that govern how policies are rated, as well as what portions of the building and contents are covered under the policy.
On December 22, 2014 we received your request to cancel this policy effective the January 23, 2015 renewal. However, the request indicated the reason for cancellation was for duplicate coverage with a non-NFIP carrier. We requested you sign a cancellation request form, provide a copy of the non-NFIP carrier Declaration page, along with a letter from your mortgage company stating they accept the non-NFIP policy for coverage. The NFIP required documentation was never received; therefore, the cancellation was not processed.
A second request to cancel this policy was received on January 26, 2015. The second request stated instead that your mortgage company no longer required insurance as the property was no longer located in a Special Flood Hazard Area (SFHA). To comply with the NFIP cancellation requirements, we requested you submit a copy of the physical map change, zone determination, or Letter of Map Revision (LOMR). A copy of the zone determination showing the structure was no longer located in the SFHA was received on January 29, 2015.
On February 4, 2015 this policy was cancelled at your request effective the January 23, 2015 renewal. After cancellation, a refund check issued to you for $465. Please allow approximately two weeks for receipt.
Ms. [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]

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] was given only 1-treat as per the feeding guide. On Friday. Aug 29th. 2014.toy/small dog we follow the package inst.  no more no less. At the time she had the dentastix and still is  a healthy dog. [redacted] at the time diabetes had been way under control for way over aprox. 10month. Please take note apon request I will be more then happy to e-mail you all of [redacted] from birth to present medical records . You are asking for any type of evedence that she was a stable dog I have it . She was never sick prior to the  dentastix. Except controll diabetes.  [redacted] suffered aprox. 6.5days before  a poopie green diarrhea came out of her the same thick sustance looking like the dentastix we gave her back on Friday. Aug 29th. I followed the pedigree /dentastix int.-feeding guide. No one can tell me my dog was to sick to enjoy a dog treet she was in complete perfect health to have a dog treat. Please request all [redacted] medical to confirm her health at time of insident.
Regards,
[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. As for the bill that they claimed to have sent in December was not received. 
Regards,
[redacted]

Dear Mr. [redacted],This is in response to the August 1, 2016 correspondence to the Revdex.com.   I have been asked to respond to your concerns.  Please accept my apology for any miscommunication regarding your mailing address. I understand how disappointing it must have been...

when you did not receive your refund within the timeframe you anticipated.  It is our objective to make each transaction as smooth as possible for our customers and I regret we fell short in this instance.We expect all our representatives to verify the mailing address when a policy is cancelled to ensure any refund issues appropriately.  I asked the appropriate management to review and address your service experience.  It was not our intention to disappoint you. I am also sorry to hear we lost you as a customer due to the prices we charge.  While we always strive to give our customers the best prices possible—sometimes factors like increasing costs of repairs, medical expenses, and extreme weather call for a review of our prices. With that said, we always welcome our customers’ questions and regret we did not have the opportunity to review your policies for any savings opportunities prior to your decision to leave us.  Our records reflect we reissued the refund check to you on July 25, 2016 and it was cashed on August 2, 2016.  Mr. [redacted], thank you for contacting us.  I am truly sorry we have lost you as a customer.  We are grateful for the time you allowed us to provide for your insurance needs and hope you no longer have any outstanding concerns. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: [redacted]  Fax: [redacted]

Your claim was denied as we did not receive proof (medical records) of disability.
We received your appeal request and medical records on June 1, 2016.
We referred your file for a clinical records review with a nurse case manager.
Your case manager will contact you within 24 hours to advise...

you of the status of your claim.

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. 
 Liberty Mutual did not notify me of cancelation of the policy.  We had to emergently get another homeowners policy which cost us double the premium.
Regards, [redacted]

Dear Mr. [redacted],
This is in response to your February 24, 2017 correspondence to the Revdex.com. I am truly sorry you had an unfavorable experience. While we are unable to issue a refund for past premium paid or provide the letter you requested, I hope to provide the clarity you...

are looking for.
First, I would like to provide a little background. The policy insuring your home on [redacted] initiated effective September 15, 2013.
Our records indicate a mailing address was added effective the September 15, 2015 renewal; however, we were not advised you required a long-term rental (landlord) policy or that your insurance needs were changed by the addition of the mailing address. We do not automatically rewrite a customer’s policy without their specific direction as it requires cancellation of the existing policy and implementation of a new policy.
Although we implemented a second policy for your [redacted] property effective August 18, 2016, we have no record that you required the initial home policy to be rewritten until recently.
Regarding your request for reimbursement, we would not retroactively rewrite or reimburse you as coverage was afforded under this policy. We paid out a $2,645.24 loss under this policy and you continued to file claims for losses, most recently for the loss that occurred on August 23, 2016.
Insurance companies used a shared database to access and use prior loss information in the underwriting process. As a participant in this shared database, we report all claims related information, even the losses with zero payment issued. We are unable to determine how another carrier may use this information to determine premium. In addition, there is no universal rate charged by all insurers. Obtaining a lower quote from another insurer is not an indication you have been overcharged.
In summary, please understand that we expect you to notify us when changes are required. If you would like a quote to rewrite the [redacted] policy to a landlord policy going forward, please contact me and I will coordinate this for you.
Mr. [redacted], you are a valued customer. Again, I am sorry you had an unfavorable experience and regret that I am unable to provide the outcome you desired. I hope you decide to remain with us. 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]

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 am dissatisfied with your response. I have submitted multiple times to Liberty Mutual my auto-withdrawals from my bank for Liberty Mutual payments. I have verified that my agreement was fulfilled. You are charging me for the month of April 2016 twice. Simply put, I am frustrated and find the spin doctoring going on here doesn't resolve that myself and my husband collectively have been billed twice for the same time period. This has reached a boiling point long ago. Frankly, Liberty Mutual and its agents were unwilling to effectively communicate the honest position from the very beginning of this incident. There was no provision of documentation upon numerous requests.  I have a seamless timeline and records from my banking institution reflecting your auto-withdrawals commencing in 2014 and receipt of due monies through the end of the original policy ending April 2016 with a completion payment on 03/30/16 for April 2016. One does not pay from behind for any insurance. It took the Revdex.com's involvement to ever receive the requested documentation.
Regards,
[redacted]

RE:   Personal Automobile Policy:  [redacted]         Liberty Mutual Insurance Company NAIC: [redacted] Dear Mr. [redacted],This is in response to your December 19, 2015 correspondence to the Revdex.com regarding your auto policy. Your feedback...

matters a great deal to us. I appreciate the opportunity to respond to your concerns in writing.Your policy was cancelled on October 29, 2015. At that time a final $84 bill issued to you due November 18, 2015.  When the balance remained unpaid after the due date, an email reminder issued to you November 19, 2015 advising you to remit payment for the outstanding balance to avoid collection activity. 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. In regard to your desired settlement; we ensure that our customers are notified more than once of the final balance due prior to referral to collections.  We appreciate your $84 payment received December 19, 2015.  This policy was removed from collections and there was no adverse credit reporting as a result of the prior collections activity.Mr. [redacted], thank you for contacting us with your billing questions. I am truly sorry that we have lost you as a customer, but I hope that all of your concerns have been addressed 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 UnitPersonal Insurance Distribution OperationsPhone: [redacted]  Fax: [redacted]

Please note that our previous response acknowledged that we only sought a diploma to confirm the highly educated worker discount. It was also acknowledged that an account credit was included in the price offer.  In order to qualify for an account credit a home policy was required.  Since it was our error in offering the homeowner versus renter account credit, we honored the quoted premium.  Subsequent changes to the policy, such as adding vehicles, will change the term premium.  Further, when the policy renews in 2016 the account credit will be amended to reflect a renter account discount.

Dear Mr. [redacted],   This is in response to your additional correspondence to the Revdex.com regarding your snowmobile policy. I appreciated the opportunity to speak with Ms. [redacted] on two occasions in order to rectify your concern. I am happy to respond with a favorable outcome....

  Due to the difficulty you have experienced and the specific circumstances surrounding this cancellation, we have provided a one-time premium credit to the policy.  This will result in a zero balance on the policy and, subsequently, we will be notifying Credit Collections Services and, as previously stated, there has been no adverse credit reporting as a result of the prior collection activity.   Additionally, the policy insuring your All-Terrain Vehicles (ATV) is still active, as we have not previously received your acknowledgment that the policy would be cancelled without refund. Please contact me directly at [redacted].[redacted]@[redacted]Mutual.com or at the telephone number below to provide this acknowledgment so that I may finalize the request to cancel the ATV policy effective August 23, 2016, per your original request, which corresponds with the date you obtained new coverage.   Mr. [redacted], thank you for reaching out. Again, we are sorry to have lost you and Ms. [redacted] as customers. If you have any further questions or concerns, please contact me and 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]. Please add your rejection comments below. Several key facts were omitted in this response. 
Jan 27th, Being that the mail is addressed to both my husband and I, it is not being forwarded.  I only suggested that was a possible reason why the mail was delayed. I expressed understanding that the check could not be issued in my name only and voiced the same.  I also asked if the check re-issuance could be expedited and I was told it would be.Feb 2, 2015--I called and spoke with Clint who confirmed my expedite request had been submitted and told me that if I had not received the check by Feb 6th, that I would be able to have an EFT processed. I called back on Feb 6th and spoke with [redacted] who told me that my check request was NOT expedited and that I could NOT have my check cancelled and re-sent via EFT as Clint had told me. February 9, 2015 Spoke with a ** or [redacted] this time who did indeed tell me she could process an eFT (Why did [redacted] tell me that it could not be done???). I asked her TWICE if it would be a problem if the account was only in my name and twice, she confirmed that it would NOT be a problem.  Feb 10th, received a voice message that an EFT could not be processed for the reason above.  Called and spoke with [redacted] who told me that she got approval to process an overnight delivery via [redacted].  Feb 11th, got an email from Peter stating that my refund would be mailed.  Finally spoke with [redacted] who finally agreed to issue my refund overnight via [redacted].  It should not have taken 5 calls to get the remedy I sought after not receiving the second check.It is unreasonable for anyone seeking a remedy to a problem to have to call a business 7 times and be offered a different resolution each time.  No one seemed to have any empathy for what I was experiencing. It is obviously no one's fault, but LM reps were insistent on following processes/procedures instead of going the extra mile to correct an obviously broken process.  It doesn't matter if this is not happening to any other client, customer satisfaction should always be the top priority for any business and each customer.  Liberty Mutual has failed  drastically in this area.  I felt like I was being placated just to get me off the phone.  I will continue to express how poorly I was treated by this company in the hopes of saving them from going through what I had to.
Regards,
[redacted]

Response to [redacted]

Dear Mrs. [redacted], This is in response to your additional correspondence to the Revdex.com. As indicated in my prior response, we certainly apologize for any miscommunication which led to the removal of the Multi-Policy discount. However, our records reflect the same day the discount was removed, it was added back to the policy. In addition, we regret the delay in the removal of the 2001 [redacted]. It was not our intention to disappoint you as our goal is to provide exceptional service. While we regret any inconvenience and frustration caused by this matter, we appreciate the time you spent reviewing your policy documents and sharing feedback. It is helpful so we may review what we could have done differently to ensure a positive experience for a valued customer.Mrs. [redacted], thank you again for taking the time to share your experience. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care Unit[redacted]

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

below. 
Liberty Mutual failed to respond to my complaint. The only Statement I found in the message they sent was " This is my response to your inquiry".  The matter these people conduct business is ridiculous. I was never added to my homeowners insurance policy even though my husband stated he is married and am on the deed to the house. The sales agent never called back after I left his office messages trying to rectify the matter and get my policy explained.  I have already decided to not renew our policy with Liberty Mutual. All I have left to say is buyer beware: This company has mistakenly sent me another policy holder's confidential information during the time my claim was being processed. Sloppy work.
Regards,
[redacted]

At this time all claim made by Ms. Wagner against our customer [redacted] Brands Inc., have been resolved, paid and closed.  Sincerely, [redacted]Claims Team Manager

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. I disagree with their client's conflicting statement and will continue to pursue this matter through my insurance with the evidence I have substantiating my account of what occurred. Based on my dealings with [redacted] it has become abundantly clear that their client's dishonesty, both to me and to Liberty Mutual, is the root of the communication issues I experienced. I accept and acknowledged [redacted] did all she could to handle this situation quickly and fairly, and I understand her obligation is to her client. I withdraw my complaint, as I now believe Liberty Mutual and [redacted] personally did their job to the best of their ability. I believe their client is entirely at fault for all issues I've experienced.
Regards,
[redacted]

Dear Mr. [redacted], This is in response to the October 5, 2016 correspondence to the Revdex.com. We are truly sorry to have lost you as a customer. I am happy to address your concerns 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 July 16, 2004. When your policy initiated a down payment was received on July 8, 2004. You elected monthly Electronic Funds Transfer (EFT) as your preferred method of payment with a withdrawal date of the 30th. Your first Electronic Funds Transfer (EFT) payment was processed August 30, 2004 and credited to the policy balance September 1, 2004. There were eleven additional payments scheduled on the 30th of each month (September through July) which paid the initial policy term in full. Weekends or holidays could delay the processing until the following business day.A deposit is only required during the initial policy term. When your policy renewed effective July 16, 2005 your first EFT payment was processed on August 30, 2005. You had twelve payments scheduled (August through July), with the final payment processed on July 30th. This billing schedule continued with the following renewals. While your withdrawal date was the 30th of the month, your payment may not have posted until the beginning of the following month due to processing time. Your policy renewed most recently on July 16, 2016 with an annual premium of $2,500, which included the $1 Minnesota Theft Prevention Surcharge. There were twelve payments scheduled to pay the premium in full. Your first $209.25 ($2,499 divided by twelve + $1 surcharge fee) EFT payment was received on August 30, 2016 which adjusted the balance to $2,290.75. This policy was cancelled at your request effective September 26, 2016. After cancellation, a credit of $2,007.80 was applied to the policy for the unused portion of the policy term and your balance adjusted to $282.95. A $287.85 ($282.95 policy balance + $5 bill fee) issued September 28, 2016 due October 18, 2016. In summary, your policy was active for over two months, yet we only received one monthly payment. I mailed statements to you on October 12, 2016 for each policy term since the policies’ inceptions in 2004. I also attached a billing history for the most recent policy term. The $287.85 balance remains due.With respect to your comparison of the prices offered by other carries, each insurer calculates its own rates in accordance with their own rating practices and this is based on past loss experience and expenses. The collective loss experience for each carrier may differ even within the same geographic area, the products and services offered may vary and the premiums may also differ. Liberty Mutual Insurance has been committed to providing quality insurance to our customers for over one hundred years. The prices we charge are the rates needed to ensure we fulfill our long-standing commitment to our Minnesota customers and provide them with the peace-of-mind knowing we have the financial backing to protect them in the event of a covered loss.Mr. [redacted], thank you for contacting us. I am truly sorry we have lost you as a customer. We are grateful for the time you allowed us to provide for your insurance needs. If you have any other questions or feedback to share, please do not hesitate to reach out to me directly at any time—I will be more than happy to assist you.Sincerely,[redacted]Associate Customer Care SpecialistCustomer Care UnitPhone: ###-###-#### Fax: ###-###-####

Revdex.com response