American Plumbing Contractors, Inc.

Thank you for your interest I have never delt with such a big well known company with such bad results other than State Farm they cheated me out of $7,000 about eight years ago. And this one that I think they were trying to think I might forget about my refunds.  I am not sure which check I got last Monday, for 966.58 because customer service said they stopped payment on one for 966.58.  The claim they mailed out one the last of August, I never got one in August for 966.58.  The only one I got was last Monday, the 22nd of Sept.  I will let you know if that one is the only one I get thats stop pay.
Sincerely,
[redacted]

I have reviewed the response made by the business in reference to complaint ID #######.  I am unsurprised by this resolution, as the business has previously refused to refund the entire premium, any portion thereof, or otherwise compensate me for the distress this situation caused.  I am neither accepting nor rejecting the business's response to the complaint; rejecting it will not change the decision and I decline to accept, for form's sake, an apology that was given merely for form's sake.  As the only satisfaction it seems is available at this point is to know that I can warn others about my experience with this business, I request that my complaint remain on your website.  
Regards,
[redacted]

[redacted] 
Thank you for taking the time to speak with me on September 29th and allowing me to...

assist with your
inquiry. Pursuant to our discussion, I have agreed to pay for a diagnostic review of your vehicle's alignment.
This will be completed by a mechanical facility of your choice.
During our discussion, you indicated that the two mechanical facilites that have inspected your vehicle did
not supply you with an estimate to repair or replace any parts. The diagnostic review that will be completed
by the repair facility of your choice, will need to provide you with a description of the damaged parts in
question and the cost to repair or replace such needed parts.
I provided you with my name and telephone number, so you can provide your mechanical facillity with a
contact at Nationwide Insurance Company. Once they have provided you with an estimate, either you or the
facility can either email or fax me the estimate for review. My fax number is ###-###-#### and my email
address is [redacted]
Please contact me at ###-###-#### when you decide to take your vehicle in for the diagnostic check, so I
may assist in fascilitating the process.
If you have any questions or concerns, please contact me at ###-###-#### or [redacted]
Sincerely,
[redacted]
Nationwide Mutual Insurance Company
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] 
Thank you for your recent inquiry regarding a complaint you...

received from [redacted] As the Total Loss Claims Manager, I have reviewed this claim file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please do not hesitate to let me know.
We issued a personal auto policy to [redacted]. A listed driver on the policy, [redacted], was involved in an auto accident on July 5, 2014 in which the 2008 Honda Civic we insure was damaged to the point it was considered a total loss. Our claims associate, [redacted] received the file on July 14 and has been working with the policyholder and their lienholder, [redacted], since then to resolve the claim.
The concern regarding the time service
[redacted] brought up a concern regarding the time it took to pick up their vehicle. The assignment was sent to the third party company who arranges our pickups, [redacted]t, on July 14. There was a delay as the vehicle had not been released from the shop by the policyholder when they attempted to dispatch a tow on July 16. [redacted] facilitated the release and the vehicle was moved to our salvage yard on July 24.
The concern regarding the settlement amount 
To date we have not been able to settle with the lienholder on the value of the vehicle. [redacted] did send payment in the amount of $4,376.50, which is undisputed on the claim. Upon review we did agree to proceed under the policy’s appraisal clause and are currently working with independent adjustors to arrive at an agreed value.
[redacted]
[redacted]
[redacted]
[redacted]
The concern regarding the discussion with the associate
[redacted] also brought up a concern about being unable to reach a manager. I have since spoken with [redacted] and he has my direct number for any continued concerns.
Thank you for bringing this matter to our attention. As I mentioned above, we will be taking further action on [redacted]’s concerns. Specifically, we be receiving the appraisal report and settling the claim for our customer. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted] at ###-###-#### or email her at [redacted]
Sincerely,
[redacted]
[redacted]
Nationwide Mutual Insurance Company
###-###-####
[redacted]

I moved to [redacted] in June 2013.  The address and phone number changes were made via the online service center but I also spoke with the [redacted] insurance agency regarding my relocation.  I was advised I could not have an auto policy for a car garaged in [redacted] underwritten by a [redacted] agency.  According to your response statement, a retention agent attempted to contact me in March.  If this took place, it was still several months after my relocation and contact was never made.  There would be no reason for me to not respond when I had initiated the policy change in the first place.  I had been a customer for 10 years!  Also, your statement claims I continued to make contact with the [redacted] agency which is true.  I was sent a notice that they could no longer service my out-of-state policy effective July 2014.  This was on bright pink letterhead.  Only after the month concluded do I get the cancellation notification which includes a request for payment.  As far as I knew, I did not have insurance coverage for the month.  Further more, I did not want continued insurance coverage from Nationwide.  
Regards,
[redacted]

[redacted] This letter serves as our response to your November 26, 2014 correspondence concerning the above captioned claim.Our investigation into this matter was completed in September. At that time we reviewed all information collected, including the witness statements, and reached a no liability position. A denial letter was mailed to all claimants on September 25, 2014.Please be advised that [redacted] has recently contacted our offices directly to dispute the location of the fireworks display. He indicated that the location we had identified is inaccurate. As such, we have reopened our claim file. We have directed our independent adjuster to reopen their file in order to confirm the location of the display. We informed [redacted] that we will respond to all claimants in writing as soon as this additional investigation is complete, and will similarly advise you as well.In addition, [redacted] requested copies of our recorded statements. We explained to him that the statements are part of our work product, and we do not release them.We trust this explains our handling of this claim to date.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted].Sincerely,[redacted]###-###-####, extension ####

Is there any documentation prior to January, 2013? There should not have been a balance due on my home policy in January 2013 because a made a payment for home insurance in July 2012 for the policy period August 1st, 2012 thru July 31st, 2013. 
Regards,
[redacted]

I do dispute that the entire damage on my property was caused by sewage back-up, and that sewage back-up only occurred because of flooding from the re-grading of the back alley by the rear neighbor, [redacted]   When the storm really ramped up at 7:00 p.m. on August 11, 2014, the first thing I did was check my basement, and this is what I reported to [redacted], and numerous representatives of Nationwide.  That no sooner had I ascended the steps of my basement which was dry, water began pouring through my side door like a waterfall down my basement steps.  
When [redacted] visited my home on August 14, he looked at a damp floor (particularly damp around the floor drain), but his determination for sewer back-up began prior to inspection and explanation, and inspection and explanation were completely ignored.
I took [redacted] out to the back alley, and showed him the incline and ditch caused by [redacted] re-grading with dump trucks full of dirt.  I showed [redacted] the side alley where all water flowed during this storm causing the west end drain to be overwhelmed.  I showed [redacted] that only the west end of the alley was still damp while the east end was bone dry.  I showed [redacted] the water marks on the glass of my side door, and the water marks on the glass block windows (above grade of the foundation).  I showed [redacted] the weatherstripping ripped from the bottom of my side security door from the pressure of water entering my side door.  I explained how my house sat in a pond for 37 hours causing the rear wall of my basement to bow, and for collapses to happen above grade of my foundation (tongue and groove cedar ceiling installed 2013, stone window well and portion of wall, separation in dry wall ceiling).  I explained to [redacted] that the only reason my house was still standing was the steel beam construction which I also showed.  
There are more details.  When I questioned the provisions of my policy, I was told by all representatives of Nationwide that HO3 does not cover any of this.  However, in the wording of my policy (which I was unable to submit electronically, so I submitted via UPS), there are exceptions to HO3 listed on page 15 of 28, and one of these exceptions covers flooding if it was caused by "zoning or grading".
Although I sent this policy portion to Revdex.com via UPS, it is not attached to my complaint.  I will quote it here:
"Special Provisions in Michigan"
...beginning on page 10 of 28: "Section I: Perils Insured Against This Section Also Contains Exceptions and Exclusions From Coverage"
In the section containing "exclusions", "weight of water" is excluded.  "Flooding, water damage et. al. " are excluded.
However, page 15 of 28 offers "exceptions".
"B.  We do not insure for loss to property described in Coverages A and B caused by any of the following.  However, any ensuing loss to property described in Coverages A and B not precluded in Section I - Exclusions in A.  above is covered.
     1.  Weather conditions.  However, this exclusion only applies if weather conditions contribute in any way with a cause or event excluded in A. to produce the loss.
     2.  Acts or decisions, including the failure to act or decide, of any person, group, organization or governmental body.
     3.  Faulty, inadequate or defective:
          a.  Planning, zoning, development, surveying, siting.
          b.  Design, specifications, workmanship, repair, construction, renovation, remodeling, grading, compaction.
          c.  Materials used in repair, construction, renovation or remodeling: or
          d.  Maintenance.
Of part or all of any property whether on or off the 'residence premises'." 
HO3 does not cover the event I have explained, however, these exceptions found on page 15 of 28, seem to make exception to my experience and insurance coverage.
Part B, section 1, weather conditions contributed via record rainfall causing my home to sit in a pond for 37 hours.  The result was a bowed rear basement wall, collapsed stone window well, collapsed tongue and groove cedar ceiling (installed 2013). cracked drywall ceiling ( installed 2013), discolored and cracked mortar joints to an interior glazed brick wall, loss of electric panel (installed 2003 during kitchen / bath remodels), entire rear wall still saturated at this writing.
Part B, section 2, acts or decisions by a block club comprised of residents (still remaining on block), [redacted] (17133 Dresden), Omar Porter (17171 Bradford), and witnessed by Mark Guarnieri (17140 Bradford) to re- grade this back alley.
Part B, section 3, b, the grading of this back alley caused my entire property to become a catch basin during this record storm.
When Cory Osborne, Nationwide's Catastrophe Specialist came to my home on September 3, 2014, I was issued a second claim number for the same loss.  Mr. Osborn came with a ladder, and wanted to
inspect my roof inspect, and upper floor.  I begged him to photograph the basement wall, which I have had a temporary repair placed to to avoid further collapse.  I asked [redacted]e to explain the portion of my policy listed above.  Mr. Osborn insisted, as did [redacted], Mr. Rodriguez, Mr, Middlebrook, et. al., that the words "exception" and "exclusion" meant the same thing, and that those "exceptions" listed in part "B" only applied to "grading on my premise" even though the wording is "whether on or off premises". 
I did, on September 3, explain to [redacted], that a flood clean-up crew was brought into the home immediately.  They steamed and disinfected everything.  Personal belongings were discarded.  However, an odor lingered.  My nose led me to the electrical panel, mounted above foundation grade.  I called an electrician.  The wall behind this panel was saturated, and the panel was pulled.  The wall was then treated with Hydraulic cement.  Within 10  hours of the hydraulic cement application, the wall bloomed mold.  Nationwide agents explained to me that the "Fungi - Bacteria" rider is never paid as "mold takes years to grow".  I have photographs taken of this basement in June of 2014.  There were no maintenance issues.  This was a beautifully finished basement with new mechanics.  The walls were a glazed brick with white mortar joints in the laundry / mechanical area.  There were no mold or dirt issues. 
It is true, I have experienced great difficulty communicating with Nationwide.  Due to lack of hot water (finally restored with new tank on Monday, September 8), lack of furnace a/c during periods of extreme heat and cold, and having to go to a laundromat on crutches (degenerative arthrosis); I have developed a bronchial infection treated by my doctor September 11.  I have felt feverish for weeks.  
I have lost the comforts of my home which was well appointed prior to this event.  I am not well, and spent a lot of money making certain my handicapped needs were met in this house.  I spent a great deal of money having the best furnace, finishes, and maintained property.  I thought I was insured.  All I want from Nationwide is to show me in my policy where it is specifically stated the things I have been told by their representatives.  Those things, are, once again, where does it say in my insurance document:  that, "sewer back-up cancels out HO3", where does it say: that "fungi-bacteria rider is never paid", and where does it say anywhere on this earth that"exclusion means the same thing as exception"? 
[redacted], as well as other Nationwide representatives, keep telling me things I already know and can read, but continually sidestep the wording of what I have listed above.  I am hoping their next response can address the above wording more specifically.  I do believe that I said this in my original complaint, "where does it say on this sewer back-up rider that all other provisions of the policy are cancelled out?".  [redacted], in his Revdex.com redress does define that HO4 and HO6  apply to exclusion for rental and condominium properties under this rider.  HO4 and HO^6 exclusions do not apply to me.  I am a homeowner.  No-where is it stated that HO3 is excluded.  No-where.
 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID ####, and find that this resolution is satisfactory to me.
Regards,
[redacted]

This letter is in response to the complaint filed with your agency by [redacted] regarding her Automobile policy.
1.    In regards to the address and name change on the billing account and Auto policy.
a.    The original address when the policy was...

written showed: [redacted] 
b.    On March 6, 2013 the address was updated to: [redacted].  This was also updated on the billing account on March 5, 2013.  This was a request from the member when she called the Service Center.
c.    On January 31, 2014, the name field was updated to show the member’s full name: [redacted]. The address was updated to: [redacted].  This was an update from the agency.
d.    On March 31, 2014 the billing address on the account was updated from [redacted] to 1[redacted].  This was an update from the member calling in regarding a letter in the mail.
e.    On May 1, 2014 the billing address on the account was updated from [redacted] to [redacted].  This was an update from the agency.
2.    In regards to the Notice of Expiration and Notice of Cancellation the member received.
a.    The Notice of Expiration was sent on February 25, 2014 for $91.20.  At the time the notice was sent we were unaware that a payment had been made as it was applied to another account.  A payment of $91.20 was received on March 5, 2014 which removed the warning status on the policy.
b.    The Notice of Cancellation was sent on March 25, 2014 for $85.30.  A payment of $85.30 was received on April 7, 2014 which removed the warning status on the policy.
c.    On April 9, 2014 the payment of $90.43 that was sent in on February 11, 2014 was located and moved to the correct billing account.  The $10.00 late fee that was charged was also removed.
3.    In regards to a refund, there was no overpayment on the account.  The policy renewal premium for February 19, 2014 was increased by $10.20 from the previous renewal.  The reason for the increase was due to the Advance Quote discount diminishing. 
a.    The six month premium for February 19, 2014 was $522.80 which is $87.13 per month.  On February 4, 2014 the address was updated and a credit of $45.10 was applied to the account.  This change lowered the current February 22, 2014 bill to $81.20. 
b.    The Notice of Expiration was sent for $91.20 which included a $10.00 late fee.  The payment of $90.43 would not have been enough to cover the February bill had it been applied correctly.
c.    A payment of $91.20 was received on March 5, 2014 which paid the total February bill in full.
4.    The bill due April 19, 2014 for $82.80 was paid using the misapplied payment of $90.43.  The difference of $7.63 was applied to the policy balance which lowered the three installment amounts.
I have issued a check for $6.00 to reimburse the member for obtaining a copy of the money order she acquired.  The check will be sent via mail and will take 7-10 business days to reach her.
I have also included a copy of the Policy Declarations and a billing breakdown for your review.
If you require further assistance, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or by email at [redacted].
 
Sincerely,
 
[redacted]
###-###-####, Ext. #####

[redacted]
  
[redacted]
 [redacted] 
I am in receipt of the above referenced complaint and have responded.  It is my understanding that [redacted] has rejected this response concerning his diminished value claim.  Please be advised that we are standing firm on our offer of $475.00 for the reason’s we outlined.  [redacted] has also filed a complaint with the [redacted] Department of Insurance in which we have answered the same.
 Sincerely, 
[redacted]
############

[redacted]
 
[redacted]
[redacted]  
[redacted]
[redacted] 
 
[redacted]                     [redacted]
[redacted]...

[redacted]     This letter is in response to your inquiry dated July 30, 2014, regarding the above referenced automobile policy.  If I do not provide the information you need for this matter, please do not hesitate to let me know. 
Regarding policy cancellation 
While Road Side Assistance is considered to be an important coverage we offer to our members, if it is utilized excessively within a short period of time the policy will be cancelled per our underwriting guidelines. When the policy was reviewed it came to our attention that between 06/29/2011 and 03/22/2014 ten claims were reported.  The underwriting guidelines in [redacted] state we may take underwriting action on a policy if there are seven or more roadside claims in 36 a month period.  These guidelines are approved by the [redacted] Department of Insurance. 
Our records show that RSA claims were reported on the following dates: 03/22/14, 08/26/13, 05/06/13, 03/23/13, 01/30/13, 01/09/13,  06/30/12, 12/12/11, 12/10/11, and 06/29/11.  
Nationwide understands when an unexpected vehicle breakdown occurs, this coverage is important to our members and we want to be of assistance when they need it.  Each time a call is made for Roadside Assistance, this is considered a claim on the policy and is counted towards general claims frequency.  Claim frequency can result in underwriting action being taken against a policy. 
We will be unable to extend coverage on this policy through 7/04/14 due to the fact that our policy terms are for six months.  The policy was cancelled on 6/22/14, at the end of the term, and the cancellation can not be reversed to extend it for additional time. 
Regarding Notification 
A cancellation letter was mailed to the address on the policy on 05/12/2014 giving thirty days notice of cancellation. 
Regarding roadside coverage 
We did not include the word "unlimited," in any marketing, endorsement, etc.  as we were aware that due to underwriting guidelines, it might become necessary to remove the coverage. 
We also have removed from the marketing information the phrase "call us as many times as you need," as we felt it was misleading for our members.  
Based on my review, this was properly handled.  We strive to meet our customer’s needs, but understand that sometimes we are unable to do so.  If you should have any questions or wish to discuss the matter further, please feel free to call me.  
Enclosed: 
Notice of cancellation
Proof of mailing 
Sincerely, 
[redacted]
[redacted]
###-###-#### 
[redacted]

[redacted]         
 
 
[redacted]
 
 
 
[redacted] ...

[redacted]
 
 
[redacted]
This letter is in response to the inquiry received from your office on September 29, 2014. This file has been referred to me for review of matters relating to the claims handling. After reviewing the Revdex.com inquiry submitted by [redacted], AMCO Insurance Company understands that [redacted] primary concerns are no return phone calls, poor service, inadequate information provided and the need for a different claims associate to handle [redacted]’ claim to conclusion.
On September 3, 2014, [redacted] reported the above mentioned loss to AMCO Insurance Company; this loss was assigned to [redacted] the same day. [redacted] cleared coverage and called and left a message for [redacted] to discuss this claim on the day it was reported. [redacted] continued to move this claim to conclusion by securing a recorded interview from the other party involved in this loss, [redacted] reported that he was traveling behind [redacted] in stop and go traffic. [redacted] stopped and [redacted] was unable to stop and rear ended [redacted] received a citation for no insurance and agreed that he was at fault for rear ending [redacted] advised [redacted] that he was at fault for this loss and as it appeared [redacted] was not insured,   AMCO Insurance would pursue [redacted] personally for the damages he caused as a result of the above mentioned loss.
On September 4, 2014, [redacted] searched our database to confirm ownership of the vehicle [redacted] was driving at the time of loss and to confirm that this vehicle was uninsured. [redacted] then called and secured a recorded interview from [redacted] confirmed the facts of this loss previously reported by the other party, [redacted] set the expectations with [redacted] that he was not at fault for this loss and if the other party did not have insurance, AMCO Insurance would waive [redacted] $500.00 deductible. [redacted] concluded her conversation with [redacted] by arranging an estimate to be completed on [redacted] vehicle.  In addition, [redacted] clearly advised [redacted] that her portion of the file was concluded and would now be handled by another associate.  A review of the phone recording confirms that she was clear on this point.  [redacted] confirmed that he understood that her portion was complete. 
On September 4, 2014, the results of [redacted]’s search for insurance on [redacted]’s vehicle came back identifying an insurance company, [redacted] filed a claim with this company and concluded her liability decision, finding [redacted] 100% at fault for this loss.
On September 19, 2014, an estimate for the cost of repairs of $ 961.79 was completed on [redacted]’ vehicle for the damages caused in the above mentioned loss.
On September 22, 2014, [redacted] called AMCO Insurance Company and spoke with Claims Associate, [redacted] about getting a second opinion on the damages to his vehicle and he inquired about getting his car seats replaced. [redacted] arranged for another inspection for [redacted] vehicle and advised [redacted] that as the car seats were neither damaged nor occupied, nor positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats. [redacted] acknowledged that he understood and did not request to speak to myself or [redacted] in regards to this claim.
On September 22, 2014, a supplemental appraisal was completed on [redacted] vehicle.
On September 30, 2014, I called [redacted] and left three messages to return my calls to discuss his concerns regarding this claim. In addition, I reassigned this claim to Claims Associate, [redacted], who also called [redacted] on September 30th and left a message to call back to discuss this loss.
On October 1, 2014, I called and spoke with [redacted] about this claim and his concerns. [redacted] indicated that he was very disappointed that he called eight times to [redacted], leaving four messages with no return calls. [redacted] advised that he did receive my information but never called me and “bypassed” me to complain directly to the Revdex.com. I acknowledged [redacted]’s frustration and expressed that I wished he would have come to me directly when he obtained my information as I would have made sure he was taken care of. I advised [redacted] that his claim is now reassigned per his request and that any future communication would be handled by his new claims associate, [redacted]. I then inquired if there was anything further I could assist with while I had him in the phone. [redacted] inquired about his car seat replacements. I advised that this was previously discussed with him and that I agreed with what had already been communicated to [redacted] by Claims Associate, [redacted]; as the car seats had neither been damaged nor were they occupied, nor were they positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats. [redacted] confirmed that he understood and agreed that nothing further was needed from me.
On October 1, 2014, Claims Associate, [redacted] called him to discuss this loss and to assist him with this claim. [redacted] inquired again with [redacted] about the replacement of his car seats. [redacted] reiterated to [redacted] what was previously communicated to him by me and Mr. [redacted]; as the car seats had neither been damaged nor were they occupied, nor were they positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats. [redacted] concluded her call with [redacted] advising that she will follow up with the other insurance carrier and determine if there is an active insurance policy. She also advised him that if there is no insurance that his $500.00 deductible would be waived. If there is insurance, [redacted] will facilitate the repairs of [redacted] vehicle through this company. [redacted] confirmed he understood and had no further questions.
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. ##### or by email at [redacted]
Sincerely,
[redacted]
AMCO Insurance Company
Phone: ###-###-####
Email Address: [redacted]

There is no mention of the fact that I was told the documentation I submitted was sufficient and that the policy was being retained, so perhaps the rep I spoke to that staturday should be told not to tell peopole lies you mention the several calls you received from me but there is no mention of the two months I spent submitting documents or that I was told I was only missing Dec 1 2013- Dec 13 2013 this is no better than the lies I was told over the phone im so disgusted with nationwide and to think I told the rep that told me the policy was being retained I loved nationwide it truly is a thin line between love and hate ive moved on to [redacted] but I will remain unhappy with this disgusting company