Bowman Gaskins Financial Group Inc

Date: Wed, Sep 7, at 5:PMSubject: Complaint #***To: *** *** Cc: Alexander B*** *** ***,As discussed, I am writing to respond to the above referenced complaintRest assured, our goal is provide exceptional service to
all clients of our firmThe first I knew of the complaint was the day you and I spoke a little less than two weeks agoWe would never ignore a concern of any clientDennis D*** of our Warrenton office and his staff had communicated with the client on many occasionsThe confusion arose primarily because a relatively new administrative assistant was unfamiliar with the necessary timing on premium overage reimbursements.This particular client had elected to terminate her health and dental coverage on 3/- which was done by usThe payroll stoppage is not handled by our firmThat is managed by her employerThe premiums are sent by her employer, paid in advance through payroll deductionThe entire premium is paid for the entire group at once as it is group coverage, not just individual policiesOur firm acts as an insurance agent for the plan through *** *** *** *** ***There are two time constraints on the reimbursement: 1) the insurance company has to reconcile the date coverage is terminated to return overage (as premiums are paid in advance) and 2) the employer sometimes can reach into the premium account to pull out an erroneous payment so we have had instances of returning money twice, so we wait days after a final deposit (which was the end of April) to send out the overageOur administrative employee was not familiar with the process (our actual practice is to do a plan-wide reconciliation after year end, but we make some exceptions like in this case)So our employee mistakenly gave the client an expectation that the process was faster than it is.The client did receive a check mid JulyA final reconciliation was performed at our request and an additional check was mailed to the client with the accounting details last weekThe client has received all overage.We believe clients deserve responsive service in a reasonable timeframeWe apologize to the client for any miscommunicationWe are sorry her experience was anything less than exceptionalWe thank the Revdex.com for notifying us of this situation and look forward to continuing our membership and providing the high quality service that is characteristic of Revdex.com members.Respectfully,Bob G