Burke Insurance Agency

Response to [redacted] 's Complaint In August, 2016, He added a car to his policyThis increased his policy and billed him a premium in excess of $due to the current billing plus a new pro rata premium for the added car His renewal was coming up in September 10, which was included in the bill On August 10, 2016, $was deducted from his checking accountOn August 16, 2016, there was a return payment for the same amount for NSF fundsFrom December, 2015, his payments had been paid from the Electronic Funds transfer account which he had authorized The accidents were removed after proof that they were not his fault which reduced his outstanding premium for the policy period from July, to September, which the premium was stilled owed This information was related to Mr [redacted] several times and I believed he just didn't understand that the bill was for when he had coverage He did go on to [redacted] where his insurance was less than [redacted] 's premium for his cars and motorcycle Since his complaint, he has paid the outstanding amount on 1/12/ If any questions or need additional information .....thanks [redacted] ***

I know our office on many occasions spoke to [redacted] regarding this matter and I know I spent some time going over the billing issue including my staffAttached represents his payment history showing the EFT (Electronic Funds transfer) verified by the fact he says he states we were suppose to take it out of his checking The EFT, The NSF, The renewal 60days prior to effective renewal date and adding a car all hit n this billing cycle which the agent has little or no control I don't know what he spoke to Customer Service about but I know we had tried to explain the billing[redacted] has always been a good person to the agency and to [redacted] and we paid several claims over the years for him and I wish him nothing but the best[redacted] ***

[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: ***
I am rejecting this response because: *** is not telling the entire truth in this matter. In August a payment of was deducted to my account without any explanation. I disputed this item with my bank who returned it to ***. The payment was NOT sent back for NSF. *** was fully aware that I disputed it and he told me the increase was due to accidents that were not my fault. I spent 1/day going downtown to the police department trying to obtain paperwork to prove this was not my fault. Later I discovered all *** had to do was make one phone call to find out the accidents were not my fault. *** was suppose to have *** deduct my regular monthly payment which he did not do. Each time I received a bill *** informed me I did not owe it and he would take care of it. To say the least I was shocked to receive a collection notice in the mail. I made several phone calls including calls to *** and no one would call me back or the Customer Service Representatives would provide me several different scenarios of why I owed this bill. I was very frustrated and finally in January after spending hours on the phone to *** I requested to speak to a supervisor. After several transfers I did speak to ***. She actually took the time to explain exactly what the bill was for and how *** dropped the ball and did not take my regular auto deduction out in August. I paid the collection bill since *** was able to provide me with an explanation. This should not have had to escalate this far if *** had explained what was going on in the beginning. He states he did and I did not understand, but it seems funny I was able to understand *** but not him. Maybe that was due to him not explaining anything! I hope the Revdex.com puts in the file how disappointed I am in *** and *** so it may stop other people in the future selecting their services
Regards,
*** ***

Response to [redacted]'s Complaint
In August, 2016, He added a car to his policy. This increased his policy and billed him a premium in excess of $500 due to the current billing plus a new pro rata premium for the added car.  His renewal was coming up in September 10, 2016 which was...

included in the bill.
On August 10, 2016, $550.73 was deducted from his checking account. On August 16, 2016, there was a return payment for the same amount for NSF funds. From December, 2015, his payments had been paid from the Electronic Funds transfer account which he had authorized.
The accidents were removed after proof that they were not his fault which reduced his outstanding premium for the policy period from July, 2016 to September, 2016 which the premium was stilled owed.
This information was related to Mr. [redacted] several times and I believed he just didn't understand that the bill was for when he had coverage.  He did go on to [redacted] where his insurance was less than [redacted]'s premium for his cars and motorcycle.
Since his complaint, he has paid the outstanding amount on 1/12/2017.
If any questions or need additional information .....thanks.
[redacted]

I know our office on many occasions spoke to [redacted] regarding this matter and I know I spent some time going over the billing issue including my staff. Attached represents his payment history showing the EFT (Electronic Funds transfer) verified by the fact he says he states we were suppose to take it out of his checking.  The EFT, The NSF, The renewal 60days prior to effective renewal date and adding a car all hit n this billing cycle which the agent has little or no control.  I don't know what he spoke to Customer Service about but I know we had tried to explain the billing.[redacted] has always been a good person to the agency and to [redacted] and we paid several claims over the years for him and I wish him nothing but the best.[redacted]