Car Care & Repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 21st Century claims to not refund supplemental insurance on rental refunds. I had already paid a $1000 deductible to have my vehicle fixed and could not afford to pay another deductible had the rental car been damaged, therefore, I felt it necessary to protect myself by getting the extra insurance. I would not have been in this situation had their insured not damaged my vehicle, and if 21st Century did not take months to process my claim. Not being a 21st Century customer, I am unaware of their rules on refunding rentals, and their claim representative told me my entire rental bill would be refunded and that I was not to worry. I am not happy with this claim whatsoever, and if 21st Century continues to mistreat me and not issue a full refund, I will be taking legal action. 
Regards,
[redacted]

Case:   [redacted]                     To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the...

opportunity to respond to this inquiry. As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties that this customer experienced. According to our file, the insured’s request to modify their account with the updated card information did not occur, which resulted in the policy non-renewing. We contacted the customer and provided a resolution to their satisfaction.  We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.
 The terms of the rental policy that were reviewed with me were different from what was sold to me when I purchased rental insurance from farmers. When I purchased rental insurance from Farmers, I was told that in the event of an accident, I would have a rental car covered up to a maximum of $1500 (at $50/day). This was the policy that I signed for. When reviewing the terms of my rental insurance, Farmers was quoting a document that was not revealed to me at the time of selling me the policy nor something I signed for. I have strong reason to believe that this document/terms were added after I signed my policy. Farmers did not disclose these conditional terms earlier and I believe that is because these were not part of the terms when I signed the policy or they purposely did not want to disclose this, which would mean false advertisement. I purchased rental insurance in order to have it if I was involved in an accident and to have a rental care for a reasonable amount of time before I could procure a car for my personal use. I was assured, at the time I purchased the insurance, that this would be the case. When I contacted my agent following this accident, I was told the same. The claims department at Farmers is what has been coming up with these new conditions. I paid for a service and, as a consumer and customer, I am owed that service. Farmers did not honor the terms of the service that was advertised and sold to me. 
Regards,
[redacted]

Thank you for allowing me to respond to Ms. [redacted]'s concerns regarding her former automobile insurance policy.On September 21, 2015, our representative learned that Ms. [redacted]'s son, [redacted], was 18 years old and had a driving permit. Our representative advised that Jaire would be covered to...

drive under Ms. [redacted]'s policy without any additional premium charge at that time.In accordance with our underwriting guidelines, we require all household members age 18 and over with a driving permit to either be added to or excluded from a policy. However, we have found that this information was not communicated to Ms. [redacted] prior to our Underwriting Department adding Jaire to the policy as a rated operator effective the July 1, 2016 renewal. We apologize for any inconvenience this may have caused.Jaire was originally removed from Ms. [redacted]'s policy effective July 18, 2016 resulting in an additional premium charge for insuring him as a rated driver from July 1, 2016 until July 18, 2016. As an accommodation, we have removed Jaire from Ms. [redacted]'s policy effective the date he was originally added, July 1, 2016. Ms. [redacted]'s outstanding earned premium balance has been adjusted from $355.00 to $118.00 for coverage that was provided up until July 29, 2016, and is based on a revised July 1, 2016 renewal premium of $770.00 for Ms. [redacted] and her 2015 Dodge Dart. Immediate payment of this balance would be appreciated.We regret that this experience resulted in Ms. [redacted] requesting to cancel her policy and are sorry to have lost her business. If you have any additional questions or concerns, please feel free to contact me.

Thank you for allowing me to respond to Mrs. [redacted]’s concerns.I have reviewed our file and found that Mrs. [redacted]’s premium increased from $809.00 to $1,198.00 effective the October 14, 2016 renewal and was primarily due to her April 28, 2016 traffic conviction. California insurers are...

required to use citation convictions in determining automobile insurance premiums in accordance with state law. We became aware of Mrs. [redacted]’s traffic conviction upon reviewing her Motor Vehicle Record (MVR) prior to preparing the October 14, 2016 renewal. Illegal Passing is considered a minor offense, and as such Mrs. [redacted] retained her Good Driver Discount. While a minor offense, the violation is subject to the Safety Record Point and Superior Driver Discount rules.Policyholders convicted of minor offenses are assessed one safety point. The point results in a premium surcharge. Additionally, Mrs. [redacted] lost her Superior Driver Discount. The Superior Driver Discount is available to drivers who have incurred no minor traffic convictions in the past three years; have incurred no major violations in the past ten years; and have not incurred a principally at-fault accident in the past four or five years. A recent revision in our rates also contributed to the increase. As an insurer, 21st Century Insurance strives to keep our rates as competitive as possible while still providing outstanding service to our policyholders. Due to increased costs associated with our automobile claims in California, we have found it necessary to adjust our rating information to ensure we maintain our ability to provide customers with the protection they expect in the event of a claim. The actual impact of the rate adjustment will vary for each vehicle insured based on individual rating factors such as but not limited to: garaging territory, vehicle year/make/model and usage, operator driving history and years licensed, selected coverages, and applied discounts.We have performed a full review of Mrs. [redacted]’s former policy and confirmed that the rate calculation for her October 14, 2016 renewal premium was correct based on selected coverages, applicable discounts, and rates filed with and approved by the California Department of Insurance.We appreciated Mrs. [redacted] for having been insured with us over the past 34 years and are sorry to have lost her business. Should Mrs. [redacted]’s insurance needs change in the future, we would be happy to provide her with a new quotation.If you have any additional questions or concerns, please feel free to contact me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
[redacted]
[redacted]
 The company is lying before the company had denied my claim Mr [redacted] came out to look at my car and told me that Ms [redacted] told him that I told her that it was already a dent there and I told him that was not true and that I had evidence proving that she was lying.  I let him listen to a recording of Ms [redacted]  admitting to the debt and asked me if it would be possible if she can pay for the damages out of her own pocket instead of going through her insurance.  Then after the claim was denied and I was told why I gave Mr [redacted] supervisor the recording of Ms  [redacted] conversation with me that day.

Thank you for allowing me to respond to Mr. [redacted]'s concern.I reviewed our file and found that we received a request to cancel the policy on 9/11/17. Because the policy was canceled mid-term and not on the October 29, 2017 renewal date, there was a $50 Cancellation Fee assessed. The fee is outlined...

by endorsement to the policiy as well as on declaration pages and billing notices. The fee is valid and will not be waived.I also reviewed the policy billing and found that we refunded at total of $114 in unearned premium. $71 was refunded on 9/16/17 and $43 was refunded on 9/19/17. There are no additional refunds due. I have attached an accounting statement for the recently canceled term showing the debits and credits applied.I trust that this has address Mr. [redacted]'s concerns. Please let us know if you have any additional questions or concerns.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I reject response. It was a no fault accident. It would have been best not to contact the insurance company. As they classified it as at fault. Which is in error.

Revdex.com of Los Angeles Revdex.com Case # [redacted] Insured: [redacted] Date of Loss: March 21, 2017 [redacted]  [redacted]
[redacted]   We are in receipt of your inquiry submitted by [redacted].  Ms. [redacted] is concerned with the handling of her property...

damage claim to her home, specifically the partial denial of a crack in the floor of her garage.  We appreciate the opportunity to respond to his concerns. The claim was reported to our company on March 21, 2017, indicating a tree had fallen on the roof of Ms. [redacted]’ home, resulting in damage.  Claims Representative Tony Daniels inspected the property on March 29, 2017.  The tree fell on the rear portion of the roof.  Mr. Daniels scoped the damages, which included a crack to the concrete slab on the rear patio.  Mr. Daniels determined this crack was the result of the direct impact of the tree and agreed to repair the patio. During the claims process additional damage was found, which required additional follow and inspections.  The file was reassigned to Claims Representative Ronald [redacted].  One of the supplemental damages referenced by the contractor was a crack in the garage floor slab.  Mr. [redacted] inspected the supplemental damages including the garage floor crack and he did not believe the crack was the result of this loss.  The claims office agreed to have an engineer inspect the damage.  The engineering report indicated the hairline crack in the garage was due to shrinkage of the concrete. It is not a structural concern and is not associated with the impact of the tree. Based on the engineering report the decision was made not to pay for the garage floor crack as the policy would not cover this type of damage.  A settlement letter dated June 1, 2017, was mailed to Ms. [redacted] and the letter included the appropriate partial denial for the crack.  Ms. [redacted] questioned this decision and she spoke with Claims Manager [redacted] on June 19, 2017.  Mr. [redacted] explained he agreed with the partial denial and the engineering report as the tree impact was not in the area of the garage floor crack.  We regret Ms. [redacted] incurred this loss and value her as a customer, but believe the claim was handled appropriately. We apologize if there was any delay with the handling of this claim, it is our goal to handle each claim in a prompt and professional manner.  If Ms. [redacted] has any additional information regarding this claim, she should send it directly to the claims office and they will be happy to review it.  A total of $14,747.57 has been paid toward the covered repairs.  If Ms. [redacted] has any additional questions she should contact Claims Supervisor [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am attaching a copy of my payment history with explanation of why they owe me $700.00 in over payment by me. As you can see they have been able to keep my payments on an even payment because they figure it either for 6 months or a year then take automatic payments from my checking account. It's never late due to auto pay. This would be worse if I had not called them before the Oct 2nd 2015 payment when I complained about the rising payments. They lowered it for October and November then it jumped in December enough to get back the reduction for the 2 months which almost $100.00 more a month that when started with my new vehicle. The last straw was the next increase of 28.53 additional for April 2nd 201.     I have done the math on all of the increases which you ca do with this copy of my payment history. I come up with a total of $726.59 I may be off a couple of cents but that's all. They held my payments within $3.00 from 4/2/13 thru 9/2/14 which is 17 months which amounted to a cost of $18.12. So why would I stand for increases of over $726.00 in a period of 13 months????? My  and my family's driving records haven't changed!! The state of Minnesota has had one of the mildest winters on record with almost ZERO ice. I'd like to know how the costs for Minnesota drivers could possibly even gone up????? That doesn't even seem possible!!!! 
Regards,

Attached is our response to the above complaint. (See attached file: Revdex.com response.pdf) Thank you     [redacted] Senior Consultant - Claims Customer Relations 17150 W. 118th Terrace Olathe, KS  66062

Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry. A review of our records confirm, physical damage coverage was added to the policy as a result of a phone call we received from the loss payee....

As the consumer did not provide her consent to include the coverage, we have contacted the collections agency and had the outstanding balance removed from her file. Additional review was unsuccessful in locating a payment of $225.00, as a result, we are unable to honor the request for reimbursement.   We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us

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. 
Regards,

Thank you for allowing me to respond to Ms. [redacted]'s concerns.I have reviewed our file and we are unable to accommodate Ms. [redacted]'s request to reinstate her policy. On February 13, 2016, we sent a billing notice advising that a payment of $120.96 was due by February 19, 2016. When we did not...

receive Ms. [redacted]'s payment, she was assessed a $10.00 late fee on February 23, 2016. On February 25, 2016, we mailed a cancellation notice to the policy address on file, which advised that we required a payment of $130.96 before March 16, 2016.On March 9, 2016 and March 10, 2016, Ms. [redacted] called and spoke with our Customer Service Department regarding her policy billing. Ms. [redacted] was advised during each call that her payment was due before March 16, 2016. Additionally, while Ms. [redacted] was advised that we could review her policy for reinstatement eligibility in the event it canceled for non-payment, this was not a guarantee that we would be able to reinstate her policy. Ms. [redacted]'s policy canceled effective March 16, 2016 as we did not receive the required payment, and her policy is not eligible for reinstatement. We would encourage Ms. [redacted] to immediately secure coverage with another automobile insurance carrier as soon as possible. We regret that we are unable to provide a more favorable response to Ms. [redacted]'s concerns.If you have any additional questions or concerns, please feel free to contact me.

Thank you for allowing me to respond to Mr. [redacted]’s concerns.I have reviewed our file and found that Mr. [redacted] authorized enrollment in our automated payment plan on July 6, 2015 when he spoke with our Sales Department and purchased his automobile insurance policy. Payments have been scheduled...

to be automatically withdrawn from Mr. [redacted]’s credit/debit card at each renewal in accordance with his AutoPay enrollment. Mr. [redacted]’s renewal policy documents have included an Automated Payment Plan statement that outlines the scheduled withdrawal(s) and confirms the account we have on file to process the automatic payment(s).Our records show that we have received payment via Mr. [redacted]’s online bill pay service prior to the scheduled withdrawal date at each policy renewal. This includes a payment of $797.00 we received on July 6, 2017 for Mr. [redacted]’s July 7, 2017 renewal. As such, we have not processed any automatic payments during the time Mr. [redacted]’s policy has been in force. Additionally, the automatic withdrawal that was scheduled for July 7, 2017 will not occur as Mr. [redacted]’s July 7, 2017 renewal has already been paid in full.Our automated payment plan is an optional service offered as a convenience to our customers. If Mr. [redacted] would like to remove his policy from AutoPay, he can do so online by logging into his policy at www.21st.com, or by calling one of our Customer Service Representatives at [redacted] for assistance.Additionally, Mr. [redacted]’s policy is currently paid in full for coverage provided until January 7, 2018. This assumes no changes are made to his policy between now and his January 7, 2018 renewal. If it is not Mr. [redacted]’s intention to continue coverage with our company, please have him contact our Customer Service Department to request a cancellation of his policy. If you have any additional questions or concerns, please feel free to contact me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Farmers has grossly underestimated the amount to
properly repair my car and has understated the condition of my vehicle prior to
the accident.   
The
condition of my car and its stated value was made by PES without a visual
inspection of my vehicle...   They cannot make a qualified condition
report without this inspection.  My car was listed in "good
condition" which lowered its value significantly.  The $1323 repair
estimate is 66% below the $3011.00 estimate of Price's collision center which
is the shop I prefer to use for the repair.  Simply put, lower the value
of the car, and minimize the damage repair estimate to substantiate their claim
that I have been treated fairly.  I have not!  In summary Farmers has
used numbers fabricated to support their position.  
 
The
Farmers customer who struck my car, was mailed a letter today informing her of
the problems dealing with this company and informing her I would begin legal
proceedings against her.   I have also spoken with [redacted],
caucus leader of the Tennessee house regarding this matter and how people like
me are treated by the predatory practices of companies like Farmers.   I have requested he consider sponsoring
legislation that will protect the rights of Tennessean who have been damaged in
accidents and have been grossly mistreated by insurance companies like Farmers.
Representative
[redacted] has informed me that Farmers has not renewed their lobbying
contract in any state for 2018 and will now request intervention by the
state Commence and Insurance Commission.   Rep. [redacted] has also agreed to arrange a meeting
between the committee and myself to review my case and the countless other
people who have suffered through dealing with Farmers and their subsidiaries
Regards,
[redacted]

Case:   [redacted]  ?             To Whom It May Concern:   Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.  ...

As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties this customer experienced. According to our records, the policyholder’s request for a letter of experience was emailed to him on September 18, 2015. We have also contacted the customer and provided our contact information should further assistance be requested.   We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

To Whom It May Concern: Thank you for notifying 21st Century of the concernspresented to the Revdex.com. We appreciate the opportunity torespond to this inquiry.It...

is always our intention to provide excellent service to ourpolicyholders, and we regret the difficulties that this customer experienced. Ourrecords reflect that this customer was not the vehicle operator during thereported loss. We acknowledge the vehicle operator’s name was omitted from the losshistory report utilized by many insurance carriers. We have requested that thevendor update their files to include the name of the vehicle operator involvedin this loss to remedy this matter. We have also contacted the customerregarding the resolution of their concerns.We thank you for your time and attention, and we apologizefor any inconvenience this matter has caused. If we can be of any furtherassistance, please contact us.

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry. We sent a written response to our customer today. Records show that we were not informed of the customer’s change in...

address and in compliance with established company procedures we mailed the Notice of Non-Renewal to the customer’s last known address and we did not receive returned mail. The customer advised during our conversation that they secured replacement coverage. We thank you for your time and attention, and we apologize for any inconvenience this matter caused. If we can be of any further assistance, please contact us.

April 25, 2016   RE:      Revdex.com File Number:   11396442             Regarding:                [redacted]...

            Policy Holder:          [redacted]             Claim Number:        3005863009                      Loss Date:               April 2, 2016   We are in receipt of the inquiry from [redacted]. We appreciate the opportunity to review this matter and respond.   According to the claim file, this was a low velocity impact that occurred in a parking lot.  Our insured, Diane [redacted], stated the rear bumper of her 2015 Nissan Versa struck the passenger door and rear quarter panel of Ms. [redacted]’ 2005 Scion. Ms. [redacted] advised she had no damage to her vehicle and stated that Ms. [redacted] had prior damage to her vehicle.  In addition, at Ms. [redacted]’ inspection appointment, the property damage that Ms. [redacted] pointed out as being related to this loss did not appear to be consistent with the measurements and lack of damage to our insured’s vehicle. It was also noted that Ms. [redacted]’ vehicle had prior body work on the right quarter panel, and it had been previously painted.  The damages did not match the minor scuff on the rear bumper of our insured’s vehicle.  As such, her property damage and injury claims were denied.    We did have a conversation with Ms. [redacted] on April 18, 2016 regarding this accident.  Ms. [redacted] indicated she was going to contact the dealership that sold her the car the day before the accident to provide supporting documentation that there was no other pre-existing damage to her vehicle other than the trunk lid.  She was also going to follow up and see if the CVS Pharmacy had a video surveillance of the parking lot.   While we regret Ms. [redacted]’ dissatisfaction with our denial, the inspection revealed Ms. [redacted]’ damage was pre-existing and not related to this loss.  At this time with the information we have available for our review, the denial was appropriate.    If Ms. [redacted] submits any additional evidence as noted above, we are certainly glad to review it.    If Ms. [redacted] should have any further questions at this time, she may contact Claims Supervisor [redacted] at ([redacted] or Claims Manager [redacted]
  If you should require any more additional information, I can be reached at ([redacted]                                  �...⇄             Sincerely, 21st Century Insurance Company [redacted] Senior Consultant Claims Customer Relations Tell us why here...