American Insurance & Investment Corp

December 5, Revdex.com Jefferson St NE, Ste A Albququerque, NM [redacted] Farmington, NM Re: complaint ID [redacted] Dear Ms [redacted] , We are in receipt of the complaint you filed with the Better Business Bureau regarding the service call to look at your gas fireplaceWe do apologize that we failed to call or show up for service as scheduled and were not able to correct the problem to your satisfactionWe are refunding the $service call that the technician collected at the time of serviceEnclosed please find check # [redacted] in the amount of $Again we apologize for any inconvenience you experiencedSincerely, Bryan *M [redacted] Executive Vice President Enclosure

To Whom it May Concern: I met with the customer yesterday and followed up today with a phone call We have come to an agreement on the work and the billing As far as we are concerned this matter is closed Please let me know if you need anything furtherRegards,Bryan

[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 made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meVery happy that he came out and made it right Regards, [redacted]

As an independent agent for the Murray's we feel it is our responsibility to help keep them apprised of possible options in the market We had found that a large portion of our clientele could save money if they were to look at another option from Travelers insurance On April 26th we sent the attached letter to the Murray's regarding possible savings if they would like to move to Travelers As you can see per the attached is would have saved the Murray's about $ The intent of this roll was to not force them to move, but to give the Murray's the option to move if they so chose We have made this offer to hundred's of clients a month going back to November of Some have chosen to move some have not As part of this process Travelers automatically issues a renewal in preparation for the policy to be bound so there would be no problems if the insured chose to move This is where their complaint is valid Travelers sent the bill to Wells Fargo and Wells Fargo chose to pay the new bill and not the current one already on the policy Of the hundred's of times this has happened this is the first time a mortgage company has paid the New Bill without authorization from their banking client The Murray's did not want to move They had not signed the cancelation and they contacted us on June 2nd very upset this had happened Our first attempt at contacting the mortgage company to have them pay the Nationwide policy failed and they informed us that the Murray's would have to contact them We informed Kellie of this We continued to follow up A few days later on June 7th Wells Fargo did talk to us and we explained the problem Wells Fargo notified us that they had changed their procedure and would always pay the "new bill" As I understand this as of June 29th Wells had paid the Nationwide Policy The Travelers policy is cancelled and they are refunding the money to the Murray's We have informed the Murray's that they should put that money back into their Escrow.The attempt was to try and give the Murray's a similar policy with a savings We know a lot of clients would prefer to stay and we have given them that option This one went sideways and it has caused us to review our procedures However this is not a common occurrence and seemed to be a unique problem She was correct in contacting us and as I read the notes on what occurred We did apologize and did work the problem through to it's conclusion All the time making sure that there was no loss of coverage issue or that the insured would not have to pay anything additional out of their own pocket for the error Clenneth B***General ManagerAmerican Insurance & Investment Corp

Reject Response Business.Complaint ***I am rejecting this response because: The information that MrBrook O*** gave to the writer of the letter from Foster Plumbing is totally inaccurate and the company fails to take any responsibility for their part in the destruction of my driveway and yard I did not have a conversation with him about the leak being there months prior to notifying the insurance company I was not aware of the leak because I was not living in the home prior to October 2016. The City of *** never contacted me about the water leak therefore I had no conversation with him about the subject MrO*** admitted responsibility for the damage below the cut made in the concrete but only after I apprised him of my conservation with the HomeServe Insurance representative who informed me he had made a statement to them that Foster Plumbing equipment had caused the cracks in the driveway and was documented in their notesIn addition, he made the same claim to *** *** at my home in a conversation on the day concrete was poured The large crack does not appear in the April photo of my driveway as MrO*** claims The only cracks visible to me are smaller ones at the bottom of the driveway which are not a part of this complaint The part of the concrete they replaced is not as they claim Pictures I have attached will show that it has some dark gray, but mostly white and may even be damaged.7.MrO*** is exaggerating when he states that the mud was up to his knees, I feel that my property would be safer if at least the strewn and undamaged pavers had been put back in place.Regards,*** ***

Complaint: ***
I am rejecting this response because: While I am pleased that Foster Plumbing is willing to repair the portion of the driveway damaged by their equipment and return gravel and pavers to their original position, I want the discolored portion of drive way poured by Excel Concrete removedThe blankets used to cover the concrete to keep it from freezing were left in place for more than weeks and there is no guarantee that the concrete will ever return to a color
Regards,
*** *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We also feel ***'s frustration, but have acted accordingly in all matters. 1. The first accusation of representation of the new policy being the same as his old policy is incorrect. The quote provided by our agent Jim K*** was in response to an Allstate agent
who requested a quote. Allstate does not write earthquake. We provided a NCIP (national catastrophic insurance company) quote to the all state agent to forward to ***. We never saw his previous policy nor gave any indication of coverage comparison. We simply forwarded the quote to the all state agent we do not know if he gave any stipulations. At this time Jim has not spoken to ***. Stand alone earthquake polices through the federally backed NCIP program is very standard. It is true that some insurance companies will add earthquake with lower deductibles if they have the underlying coverage. We were not asked to provide any other coverage 2. *** requested we bind coverage through the NCIP program. Which we did. This policy was bound on August 4th has he mentioned. On August 7th we received a request to cancel the NCIP policy. Which we notified NCIP to do. NCIP told us they would refund the credit card. We informed *** of the same. 3. Insured sent us an email saying they had not had their credit card refunded. We contacted NCIP, a different person notified us that NCIP does not refund credit cards for New Business and they would be sending a refund check to American Insurance. After another inquiry by *** we contacted NCIP again they had a "glitch" in their refund, at this time we decided to forward our own agency check to the insured.4. Check 37% less. NCIP and other types of insurance require a minimum of 25% earned premium and a policy fee upon binding. This is a general practice of these types of coverage's to avoid quick writing and canceling around catastrophe's. The quote forwarded to the Allstate agent lists this requirement at the bottom of the quote. 5. *** informed us that he contacted NCIP directly and convinced them to refund the whole premium instead of just the minimum earned.We were only acting as the agent, and at no time did we have any of ***'s money in our possession, and we understood his frustration in not getting his refund timely. We also tried to get NCIP to refund the full amount and they denied that to us. We are glad *** was able to convince them of that

January 24, Revdex.com Jefferson StNE, Ste A Albuquerque, NM Re: ID *** Dear Sir or Madam, Our supervisor, Brook O*** offers the following sequence of events in our interaction with *** * *** ***: On the first visit to site customer informed
supervisor that the leak under the driveway had been leaking for more than months and that customer had been notified by the City of *** of the leakCustomer then proceeded to explain how she bought a home warranty insurance policy and could not make a claim for three (3) months, so leak was ongoing until she could make a claim on the insurance policyWhen work was finally authorized by the home warranty company and work began the ground was like soup from water leaking for monthsWe performed a standard cut in the driveway to dig to install the new water lineAfter this ditch was open an additional section of driveway came loose at the expansion joint and fell into the ditch, due to undermining of the driveway by water leakingThis additional concrete was then covered by the insurance company beyond the original authorized amount, which the supervisor did all the leg work to get the insurance company to coverAs far as the backfill of the yard, we did the best we could as the seasons changed and it poured down rain when trying to backfill and weather has not let up to try to clefurtherThe stakes with cones and caution tape were put on the side of the driveway for the customer's safety because the ground was soft if you stepped off the side of the driveway, the mud was knee deep.The difference in concrete color is due to a concrete patch, which is a patch and will not match existing aged concreteAlso the claim that the supervisor admitted to the customer that equipment cracked the end of the driveway is false, and was proven while I talked to the insurance company customer complaint rep, at that time she pulled a picture from google earth that clearly shows "said" crack was in existence in April Our work was performed in November We were not responsible for the crack in her drivewayOnce the ground dries out we will return to remove the stakes and caution tape and address the condition of the yard

December 5, 2016 Revdex.com 7007 Jefferson St NE, Ste A Albququerque, NM 87109 [redacted] Farmington, NM 87402 Re: complaint ID [redacted] Dear Ms. [redacted], We are in receipt of the complaint you filed with the Better...

Business Bureau regarding the service call to look at your gas fireplace. We do apologize that we failed to call or show up for service as scheduled and were not able to correct the problem to your satisfaction. We are refunding the $86.21 service call that the technician collected at the time of service. Enclosed please find check # [redacted] in the amount of $86.21. Again we apologize for any inconvenience you experienced. Sincerely, Bryan *. M[redacted] Executive Vice President Enclosure

To Whom it May Concern: I met with the customer yesterday and followed up today with a phone call.  We have come to an agreement on the work and the billing.  As far as we are concerned this matter is closed.  Please let me know if you need anything further. Regards,Bryan

March 14, 2017 Re: Revdex.com Complaint [redacted] In response to the above noted complaint made by [redacted] at [redacted], New Mexico, we have determined the following: As shown in the photos, the discolored portion of the driveway was the only section that Foster Plumbing & Heating subcontracted replacement. The driveway sections were replaced in November 2016. Due to the cold temperatures and concerns for weather, the new concrete was covered with a concrete blanket overnight. The warming of the blanket by the morning sun caused discoloration of the concrete in the repaired driveway sections. This does not indicate that the concrete is inadequate or damaged and will fade over time. Foster Plumbing & Heating will re-install the existing undamaged pavers and grade the adjacent dirt to bring the customer's yard back as closely as possible to its original condition prior to the commencement of the water line replacement. There are significant cracks throughout the driveway that were preexisting. The moisture in the ground, caused by the water leak, contributed to the worsening of the driveway condition. Sincerely, Bryan F. M[redacted]Executive Vice President

Number 8 is not the right date it was 10/31/168/

I am writing in regards to my complaint filed with your office against Foster heating and plumbing in Farmington NM.  A representative of the company came by my house today, Tuesday September 8, 2015 in order to finish the insulation of the pipes under my home.  Unfortunately I had already...

had the problem taken care of so there was nothing for the company to do.  The representative was polite and friendly and apologized for the incomplete job, even going so far as to offer to make it right if we have any future plumbing needs.  As there is no longer a job to be completed this will have to suffice as a resolution of my complaint.  My complements on the timeliness of the response to my complaint.

[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 made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Very happy that he came out and made it right
Regards,
[redacted]

As an independent agent for the Murray's we feel it is our responsibility to help keep them apprised of possible options in the market.   We had found that a large portion of our clientele could save money if they were to look at another option from Travelers insurance.   On...

April 26th we sent the attached letter to the Murray's regarding possible savings if they would like to move to Travelers.   As you can see per the attached is would have saved the Murray's about $214.00.   The intent of this roll was to not force them to move, but to give the Murray's the option to move if they so chose.   We have made this offer to hundred's of clients a month going back to November of 2016.   Some have chosen to move some have not.    As part of this process Travelers automatically issues a renewal in preparation for the policy to be bound so there would be no problems if the  insured chose to move.   This is where their complaint is valid.   Travelers sent the bill to Wells Fargo and Wells Fargo chose to pay the new bill and not the current one already on the policy.   Of the hundred's of times this has happened this is the first time a mortgage company has paid the New Bill without authorization from their banking client.   The Murray's did not want to move.  They had not signed the cancelation and they contacted us on June 2nd very upset this had happened.   Our first attempt at contacting the mortgage company to have them pay the Nationwide policy failed and they informed us that the Murray's would have to contact them.  We informed Kellie of this.   We continued to follow up.   A few days later on June  7th Wells Fargo did talk to us and we explained the problem   Wells Fargo notified us that they had changed their procedure and would always pay the "new bill"  As I understand this as of June 29th Wells had paid the Nationwide Policy.   The Travelers policy is cancelled and they are refunding the money to the Murray's.  We have informed the Murray's that they should put that money back into their Escrow.The attempt was to try and give the Murray's a similar policy with a savings.  We know a lot of clients would prefer to stay and we have given them that option.  This one went sideways and it has caused us to review our procedures.  However this is not a common occurrence and seemed to be a unique problem.   She was correct in contacting us and as I read the notes on what occurred.  We did apologize and did work the problem through to it's conclusion.  All the time making sure that there was no loss of coverage issue or that the insured would not have to pay anything additional out of their own pocket for the error.     Clenneth B[redacted]General ManagerAmerican Insurance & Investment Corp.