Brown Insurance & Financial Svcs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The facts stated in MrBrown's response are not correct I actually spoke to a representative at the # to have my policy transferred Dec The loss at my new address occurred Feb however, MrBrown's office contacted me March 21, and asked why did I have policies, one in DC and one in MD I explained I spoke to a representative to transfer my service and have documents to prove this The rep from MrBrown's office (Devin) said someone in his office did NOT terminate the policy in DC He (Devin) stated they'd been experiencing numerous problems with the reps at the 800# and something needed to be done as there had been complaints about the 800# reps providing inept service Devin said he would cancel the DC policy and make sure I only the MD policy The facts stated in the response to the Revdex.com are incorrect as I did not make the initial call to MrBrown's office for transferring my policy in March THEY CALLED ME because they realized the ball had been dropped regarding the transfer of my policy After my loss, and because I now had a name (Devin) at MrBrown's office, I called him regarding what the adjuster said about my coverage Devin said on several occasions he would speak to MrBrown and have him return to my call or email me Again this was at least calls to that office to speak to MrBrown with no return call MrBrown finally returned my call AFTER he received the letter from me and a call from corporate regarding the complaint Because I was about to drive and couldn't talk we agreed he would call me back a week from that day to discuss my policy coverage and me staying with [redacted] Again MrBrown did NOT follow through with his promised call to me for the next week His customer service commitment leaves little to be desired It seems he only reacts after he's been on the 'hot seat' from someone in corporate or from the obvious complaint to the Revdex.com As I informed MrBrown, I am in search of a new carrier as he has NOT treated me as a valued customer and now that I've read his response to the Revdex.com complaint, he's not very forthcoming nor honest Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The facts stated in Mr. Brown's response are not correct.  I actually spoke to a representative at the 800 # to have my policy transferred Dec 2013.  The loss at my new address occurred Feb 2014 however, Mr. Brown's office contacted me March 21, 2014 and asked why did I have 2 policies, one in DC and one in MD.  I explained I spoke to a representative to transfer my service and have documents to prove this.  The rep from Mr. Brown's office (Devin) said someone in his office did NOT terminate the policy in DC.  He (Devin) stated they'd been experiencing numerous problems with the reps at the 800# and something needed to be done as there had been complaints about the 800# reps providing inept service. 
Devin said he would cancel the DC policy and make sure I only the MD policy.  The facts stated in the response to the Revdex.com are incorrect as I did not make the initial call to Mr. Brown's office for transferring my policy in March 2014 THEY CALLED ME because they realized the ball had been dropped regarding the transfer of my policy. 
After my loss, and because I now had a name (Devin) at Mr. Brown's office, I called him regarding what the adjuster said about my coverage.  Devin said on several occasions he would speak to Mr. Brown and have him return to my call or email me.  Again this was at least 3 calls to that office to speak to Mr. Brown with no return call.  Mr. Brown finally returned my call AFTER he received the letter from me and a call from corporate regarding the complaint.  Because I was about to drive and couldn't talk we agreed he would call me back a week from that day to discuss my policy coverage and me staying with [redacted].   Again Mr. Brown did NOT follow through with his promised call to me for the next week. 
His customer service commitment leaves little to be desired.  It seems he only reacts after he's been on the 'hot seat' from someone in corporate or from the obvious complaint to the Revdex.com.  As I informed Mr. Brown, I am in search of a new carrier as he has NOT treated me as a valued customer and now that I've read his response to the Revdex.com complaint, he's not very forthcoming nor honest.  
Regards,
[redacted]

June 24, 2014
Dear [redacted]:I am in receipt of your letter of complaint against my Agency dated June 17, 2014.After careful review of the complaint and the customer information in our office, I respectfully submit the following response;As go through my response, please...

bear in mind that customers and potential customers have three primary ways in which they can interact with my Company. The three ways are; our 800 customer service number; the WEB; and of course the local Agency Office, it is the customer's choice as to which of these methods they choose to use.The customer who is the focus of this complaint came to initially on April 11, 2013, she initiated, and completed the purchase of her policy using the WEB. This is the method used by customers who “know” the exact coverages they want, and choose to make their purchase without the assistance of an Agent or other ilcensed sales producers.The customer again came to us on December 26, 2013, to let us know that she had moved to Maryland from the District of Columbia, and wanted to have her policy transferred. This time she called the 800 national customer service line to make this request.On March 21, 2014, she called my office (first time) to jet us know that when she moved to Maryland in December of 2013, and requested the Maryland policy through the 800 national customer service number that the old DC policy seem to still be active. My staff immediately took care of this matter to the satisfaction of the customer.The next time we heard from our customer was on March 31, 2014, when she called regarding a claim that she had reported, and received settlement. Her concern was that she did not agree with the settlement amount, and her main concern was the amount paid for items like jewelry and furs.
I can certainly understand the frustration or her part, however, the policy paid exactly what it was supposed to pay based on the coverages SHE selected. As stated above, our customer chose to use the WEB and selected her own coverage without the benefit of an Agent or a live person. This has been verified by the electronic capture of the information in our office. When she made the statement in her complaint that "she would never agree to such a policy knowing that she had valuables over a certain amount”, I am not sure what she meant since she did not speak to anyone during the purchase process.
Thank you for allowing me the opportunity to respond to this complaint, Please let me know if you have any further questions. I would also appreciate your response regarding the disposition of this complaint. .Sincerely,Maurice B, Principle

Review: I called the customer service number to transfer my policy from DC to MD Dec 2013. I later learned the DC policy was never cancelled. I received a call from a representative in Mr. Brown's office, Devin who said they'd been experiencing problems with the reps not providing quality and efficient service and that something needed to be done. I experienced a break in at my new residence, it was approximately $10,000 worth of loss. However the adjuster informed me that I had a cap of $1,000 for jewelry, watches and furs. Hearing this I was devastated as I would never agree to such a policy knowing I purchased a fur vest which costs $700. I also had an engagement ring hanging on a ring loop on the dresser. I would not have agreed to such a policy as my graduation [redacted] cost $500. I was never questioned about the different items needing to be insured. I am not a professional in this arena so I was at the mercy of the customer service representative to ask the right questions to get the correct amount of coverage needed for my household. In the end I am out of $5,000 because with depreciation they would have paid $8,063.6 instead I was paid a mere $3,287.37 to replace my items. Which will not as I purchased a fur cape for $2,799 in Dec 2013. After speaking to Devin numerous times to complain about this shortage, he agreed the customer service rep really 'messed up'. I was so upset he said he would speak to Mr. Brown and see what could be done because this was a horrendous disservice to me as a policy holder. After numerous calls to the office, Mr. Brown NEVER got on the phone nor did he ever return a call or email. Now I feel I've been robbed twice. I'm in search of another insurance carrier because I cannot possibly stay with a company that does not value customers enough to even return a phone call. I want this as mark on his record as poor customer service, lackluster agents working with him and an overall RIP-OFF!Desired Settlement: If not all of my $4,775.89 can be issued to me because of the negligence in his office, then perhaps part of it. If not I'm going to continue writing letters to the parent company, district offices etc informing them of the inadequate way his business is run.

Business

Response:

June 24, 2014Dear [redacted]:I am in receipt of your letter of complaint against my Agency dated June 17, 2014.After careful review of the complaint and the customer information in our office, I respectfully submit the following response;As go through my response, please bear in mind that customers and potential customers have three primary ways in which they can interact with my Company. The three ways are; our 800 customer service number; the WEB; and of course the local Agency Office, it is the customer's choice as to which of these methods they choose to use.The customer who is the focus of this complaint came to initially on April 11, 2013, she initiated, and completed the purchase of her policy using the WEB. This is the method used by customers who “know” the exact coverages they want, and choose to make their purchase without the assistance of an Agent or other ilcensed sales producers.The customer again came to us on December 26, 2013, to let us know that she had moved to Maryland from the District of Columbia, and wanted to have her policy transferred. This time she called the 800 national customer service line to make this request.On March 21, 2014, she called my office (first time) to jet us know that when she moved to Maryland in December of 2013, and requested the Maryland policy through the 800 national customer service number that the old DC policy seem to still be active. My staff immediately took care of this matter to the satisfaction of the customer.The next time we heard from our customer was on March 31, 2014, when she called regarding a claim that she had reported, and received settlement. Her concern was that she did not agree with the settlement amount, and her main concern was the amount paid for items like jewelry and furs.I can certainly understand the frustration or her part, however, the policy paid exactly what it was supposed to pay based on the coverages SHE selected. As stated above, our customer chose to use the WEB and selected her own coverage without the benefit of an Agent or a live person. This has been verified by the electronic capture of the information in our office. When she made the statement in her complaint that "she would never agree to such a policy knowing that she had valuables over a certain amount”, I am not sure what she meant since she did not speak to anyone during the purchase process.Thank you for allowing me the opportunity to respond to this complaint, Please let me know if you have any further questions. I would also appreciate your response regarding the disposition of this complaint. .Sincerely,Maurice B, Principle

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The facts stated in Mr. Brown's response are not correct. I actually spoke to a representative at the 800 # to have my policy transferred Dec 2013. The loss at my new address occurred Feb 2014 however, Mr. Brown's office contacted me March 21, 2014 and asked why did I have 2 policies, one in DC and one in MD. I explained I spoke to a representative to transfer my service and have documents to prove this. The rep from Mr. Brown's office (Devin) said someone in his office did NOT terminate the policy in DC. He (Devin) stated they'd been experiencing numerous problems with the reps at the 800# and something needed to be done as there had been complaints about the 800# reps providing inept service.