Cason Construction, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you Safe Auto for responding and thank you to Revdex.com for assisting me in this. 
Regards,
[redacted]

I am not disagreeing with payment
that was due, I am disagreeing with the amount as well as the means of communication on Safe Auto's
end in order to keep customers aware of their policy , charges and due
dates. Safe Auto states : "At the time
of inception, the coverage selection forms were emailed to her to sign and
return within 10 days in order to keep limited tort option. No forms were received”I did in fact fax
the paperwork on Feb. 2 , 2015. As stated in my initial complaint, I had not
been told until March 16th 2015 when I had called in to make a payment and
question my account. I was told by the CSR that they had no record of a fax
because I had to call into Safe Auto 15 minutes after sending any fax in order
for Safe Auto to retrieve it. I was not told this nor was this information
included in the email that was sent on Jan. 30th 2015 from me to them,
requesting the waiver forms that had not been emailed to me. Safe Auto states : " [redacted] elected to receive her policy documents electronically "I had chosen to
receive my policy on line however, it was not stated to me that not all
documents would be received via email nor was the online policy
explained for assistance. Safe Auto states : "We sent new forms and a premium increase memo advising of the changes to
her policy. "
I had not received any forms of memo increase advising me of this. Again, I had
called and emailed them requesting assistance for online help in order to
review my account. No reply.Safe Auto states : "A payment
due notice was mailed on 02/02/2015 with a payment due date of
02/09/2015."No notice was
mailed to me. I have a Post Office Box at my local US Post Office. There is no
reason for me not to receive mail being all mail must be filtered
through. Safe Auto states : “[redacted] called into our service department on 03/16/2015, she was advised that
the policy had cancelled for non-payment and the balance owed is $69.00. This
was for the coverage change, in which she was given full tort and stacked
coverages since we did not receive her selection forms. There was also a $15.00
surcharge for unverifiable driving record. ” $69.00-Coverage
charge should not have been accessed to my account because the paper work was
faxed. If they do not have the capability to retrieve faxes without a reminder
call from the customer then perhaps they need to change their fax system as well
as inform every customer that “ It MUST” be called 15 minutes after ANY
paperwork is faxed in order for it to be attached to the account as well as
prevent cancellation of policy and or new charges will be applied.If
they pull the call they will also hear that the csr clearly stated that I was
being charged a fee of $40 for enrollment or something to that effect. My total
bill was to be $216.00 which would include $107.00 Monthly Insurance/$40.00
service fee / $69.00 additional coverage. There was no surcharge for unverifiable
driving record. The csr agent in fact stated to me that it was because of a
service fee. My record was in fact on record with them and was accessible because
it was told to me previously what was on my record.It
is frustrating to be misinformed or not informed at all and then the customer
has to pay for it. Summary
of case in point: Jan
30th 2015:
I emailed Safe Auto on Fri, Jan
30, 2015 at 8:14 AM. Asking for proof of insurance that was had not been
emailed to me as well as the waiver forms. 
Their response was they were not able to locate my file. After receiving
the documents via email for the waiver forms, I called in to Safe Auto again to
question the whereabouts of the proof of insurance. The next csr emailed those documents
30 minutes later. Neither agent addressed a 15 minute rule to faxing back the
waiver. Safe Auto did not follow through on sending paperwork due to their own
admission to not finding my file however accepted payment without an issue. Feb 2nd 2015 : An email was sent to
notify me at 1am that a new bill was available . When I read the email , I
attempted to log in and was not successful again. States information did not
match. Same day I requested assistance for my online account and a link for
reset of password was sent to me. Again I was not able to gain access to my
account even with their information and new password. Feb. 6th 2015 : I called into safe
auto requesting assistance because I could not access my account online and was
concerned for the bill information. I was transferred into a que and after approximately
20 minutes on hold I disconnected. Feb 10th 2015 : I received an email “
new documents available “ . Again was not able to log into my account after a
number of frustrating attempts. Feb 13th 2015 :   I received
an email “ new documents available “ 
again not able to log in . By this time I still have not received any
mail either pertaining to my policy. Mar.3rd 2015 : Received another
email “Our records indicate that your Safe Auto coverage for policy [redacted] lapsed
a few days ago “  I followed the
link and to no avail was able to get in due to information not matching and
policy number is not on record. 
At this point I have no received any mail
pertaining to my policy nor cancellations. I have attempted to have my account accessible
online however that had failed. Once I had to take time out of my work schedule
to sit and wait to speak to a live person to get this situation taken care of
asap, I was instead told my policy was cancelled and I owe a balance. I do not
want to have to seek another insurance company. I had never had problems with
Safe Auto in the past however I must seek a new company due to the fact that
Safe Auto does not want to take accountability for their false practice of
communication and their failure at online accessibility. Every csr agent should
inform customers of serious policy rules and procedures that would place a customer’s
policy in danger. There is no reason to skip over these steps . As a consumer
who is seeking a policy that is mandatory for any vehicle, has the right to be
fully informed of these rules when a contract is in place or about to be in
place. Online access should not be offered if it cannot be maintained nor accessed
with ease by the consumer. Obviously all the information I had was correct if
safe auto was able to contact me a few times via email with policy number
included. Regards,
[redacted]

[redacted]  This letter acknowledges receipt of your correspondence dated 01/26/2014, regarding the concerns of [redacted] ID number 10416394.  [redacted] has indicated that she was given less than satisfactory service by our company as well as misinformation in regards to...

automatic payments and the balance owed once the policy cancelled. We have reviewed the calls made to our company for training and monitoring purposes as we expect our customers to receive the best service possible.  The initial call on 12/14/2014 was to start the policy after the quote was set up online. The payment was done by credit card and the card was not in the insured’s name. Therefore the representative spoke with the card holder to process the payment. There was no mention of automatic payments.  On 01/07/2015, [redacted] called in to our service department with billing questions. During the call, [redacted] mentioned the poor service received and requested to cancel. The representative apologized and stated that cancelling that day would result in a balance owed of a dollar. However, if the policy cancelled as scheduled on 1/14/2015 there would be a zero balance. This information was not accurate as the customer ended with a $10.00 balance. Therefore, we have waived the $10.00 balance that was remaining on the policy.  It is never our intention to provide less than satisfactory service and we apologize if the service received was less than desirable. We appreciate this matter being brought to our attention. We will use the information provided as an opportunity to better our services in the future.   If you have any questions, please feel free to contact me.Sincerely,
[redacted] Customer Contact Center ###-###-####, Ext. [redacted] ###-###-####, Fax

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted]. ID number [redacted].
On 04/15/2017, Ms. [redacted] started a policy through our website and elected to reject the Stacked UMBI and Stacked UIMBI coverages. She also chose Limited Tort.
We require a signed...

selection form to be returned within 10 days in order to reject the Stacked UMBI and UIMBI coverages. A selection form is also required to be returned within 10 days to reject Full Tort in favor of Limited Tort. If the forms are not returned, the coverage is added back to the inception date of the policy.
We did not receive the selection forms and the coverages were added to the policy. This caused the monthly rate to change.
In regards to the statement made by Ms. [redacted] about not receiving her documentation, the following actions took place:
-Proof of insurance was emailed thru the website to the email that Ms. [redacted] listed online when the policy was started on 04/15/2017 at 14:54 EST.
Unfortunately, we are not able to accommodate her request for a full refund since we have provided her insurance coverage from April 15, 2017 to May 15, 2017 and again from May 17, 2017 to May 19, 2017.
It is never our intention to provide less than satisfactory service and we apologize if the service received was less than desirable. Upon review, we have found that SafeAuto did follow all necessary policies and procedures.
If you have any questions, please feel free to contact me.
Sincerely,
Karla M[redacted] Customer Contact Center Supervisor
###-###-####, Ext. [redacted] ###-###-####, Fax
[redacted]

Hello I sent estimates to Safe Auto as well as to your office Friday , She told me on Monday they received them that either Monday or Tuesday she would be getting back with me, I then asked about the rental I've never received .She responded with I refused to give them my address .I replied I've never refused  to give you my address. I saw no need to give it to you at that point because your only offer at that point was total loss and I refused to accept that. I then went ahead and sent her my information at 8:00 a.m this morning she sends me a confirmation number for a rental .She then specifys it's only for five days. I work a third shift now .So I just sent her an email asking her if there is a stated policy and if she could show me why I was only receiving this rental for five days. When in fact my truck has at least three weeks of repair work on it at least. So I'm not gonna pick this rental up until she responds to my question .Because it appears to me they have either made a decision and are covering themselves by offering me a rental because they never have up until this point. My question to you is do I need to make a separate claim about the rental situation I'm having at this point .    Thank you

Dear [redacted] This letter acknowledges receipt of your correspondence with file number [redacted] dated 03/17/2015 regarding the concerns of [redacted].  On 01/30/2015 at 12:50 a.m. ET, [redacted] started an insurance policy with Safe Auto Insurance Company through our...

website (policy number [redacted]). At that time, she elected limited tort and rejected the stacking of uninsured and underinsured motorist bodily injury coverage. [redacted] elected to receive her policy documents electronically. At the time of inception, the coverage selection forms were emailed to her to sign and return within 10 days in order to keep limited tort option. No forms were received and on 02/13/2015 her policy coverages were changed back to inception which resulted in an increase in premium. We sent new forms and a premium increase memo advising of the changes to her policy. A payment due notice was mailed on 02/02/2015 with a payment due date of 02/09/2015. No payment was received. On 02/10/2015 a notice of cancellation was mailed with a cancel date of 02/26/2015 at 12:01 a.m. No payment was received and the policy cancelled for nonpayment. [redacted] called into our service department on 03/16/2015, she was advised that the policy had cancelled for non-payment and the balance owed is $69.00. This was for the coverage change, in which she was given full tort and stacked coverages since we did not receive her selection forms. There was also a $15.00 surcharge for unverifiable driving record. [redacted] was offered a new policy in which the owed balance would transfer. She elected not to get another insurance policy at that time. [redacted] indicated that she spoke with our company on 02/06/2015 and 02/23/2015, however we have no records of her speaking with anyone from our company between 01/30/2015 until she called on 03/16/2015. We regret the unfortunate situation that [redacted] has experienced. After further review, we find that we followed all company policies and procedures. If you have any questions, please feel free to contact me. Sincerely, [redacted]Customer Contact Center###-###-####, Ext. [redacted]###-###-####, Fax[redacted]

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

I feel that safe auto and [redacted] responsible for the damage done to my car. Since Safe Auto hired them to tow my vehicle. There was no damage done to the front bumper of my vehicle. Yes it sat 5 days in walmart parking alot do to [redacted] not picking the car up when they  were suppose too. But my daughter and I had checked up on it everyday to make sure it was okay. And there was no damage. The pics they have is only of the ones after the towed my vehicle with he damage.

My policy was still cancelled due to an error that was not my fault. They wanted me to pay an reinstatement fee of $10.00 along with my monthly payment. I recently purchased a new vehicle, so today I tried to login to my account to pay the current premium and add another vehicle only to find that I am unable to because my account has been closed. The only thing that shows on the screen is that my policy has been cancelled and I am unable to reinstate it. I would think that the company would have waited until this issue was resolved before they made such a drastic decision. The company didn't even call me. I feel as if they closed my account solely on the fact that I submitted a complaint. Now what? They expect me to pay all fees associated with starting a new policy. Since they did not get the $20 NSF fee from me they will just charge me more in another way? I shouldn't have to pay anymore fees. I want them to reinstate my account and allow me to be able to add my other vehicle without any associated fees. The only thing I should have to pay is the new monthly premium. I appreciate your assistance in this matter.
Regards, [redacted]

Regards,
Angela ThomasThe policy says I can have a rental for up to thirty days!I do not understand why it took Safe Auto SOOOOO long to give me a vehicle and then only two days!

We have received the request for additional explanation for our offer dated 9/30/1 6 forComplaint No. [redacted]. Every claim is evaluated on an individual basis. In an effort toresolve Mr. [redacted]'s claim, SafeAuto extended a fair and reasonable offer to settle. This offerwas rejected. SafeAuto's position is that Texas law does not require payment of diminishedvalue to third parties. In an effort to resolve this particular claim for Mr. [redacted], however,SafeAuto's offer to settle at $250 remains open.SafeAuto uses various methods of determining diminished value which are used as a guide forthe adjuster during his or her negotiations with third-party claimants. I have reviewed with ourcounsel and those methods used are proprietary in nature and therefore will not be disclosed.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Justin F[redacted]

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

I am responding to your letter dated 12/21/2015 regarding a complaint filed by [redacted]
[redacted] regarding an installment fee.Ms. [redacted] was sent a renewal notice in the amount of $213.00 for the six month policy. Thenotice states that the amount includes a $10.00 installment fee. I have noticed...

over the past tworenewals, Ms. [redacted] has spoken with a supervisor. As a courtesy, the supervisors waived theinstallment fee. Unfortunately, the installment fee is part of the renewal amount and can nolonger be waived.As of August, we have recently changed our payment processor and if a customer elects to paywith a debitlcredit card there is a convenience fee of $3.95. Customers are made aware of the feeat the time of payment and we also have notifications on our automated payment system andwebsite.We apologize for any inconveniences that Ms. [redacted] may have experienced while using ourwebsite to make a payment. Our website does offer an option to pay in full and if that option wasnot available, then we will certainly look into her concerns.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

I complied with all there stipulations and I still haven't received refund. I been getting a lot of threating phone calls from them about canceling my policy that should have been canceled on the 9th of June Regards,[redacted]

Thank you so very much for all of your help. The issue has been resolved. I just can not express how much this means to me. My best to all involved.ID: [redacted]Happy Holidays,[redacted]

Their response to your office was; they were waiting for bank statement.They received my bank statement and still claim they never received. I sentthem proof of sending and them returning payment. I am also in touch with mybank and faxed safe auto their letter of payment and refund.Still no resolution.Thank you in your continuing follow up.[redacted]I FAXED OVER THE PROPER DOCUMENTS TO THE FAX YOU PROVIDED.  THANK YOU

I am responding to your letter dated 11/16/2016 regarding a complaint filed by [redacted].[redacted]. Mr. [redacted] is requesting to be paid additional money to purchase a damagewaiver through Enterprise Rent-A-Car.As previously discussed with Mr. [redacted], unfortunately the damage waiver is an...

optionalcoverage and therefore would not be covered. The coverage would include the base rate of arental vehicle for alternate transportation and the applicable taxes which has already beensupplied via a direct bill with Enterprise Rent-A-Car.Please feel free to contact me with any additional questions.Sincerely,Christopher H[redacted]Claims SupervisorPhone: ###-###-####Fax: ###-###-####Email: [redacted]SafeAuto 14 Easton Oval I Columbus, Ohio 43219 1 Phone: ###-###-####www.safeauto.com

I am responding to your letter regarding a complaint filed by [redacted]. Ms. [redacted] has been insuredwith our company since 0110312015. Each six-month term, we mail a renewal offer along with newidentification cards for the upcoming term.Ms. [redacted] was involved in an accident on 0211712016. We...

show a renewal offer was sent on 1211812015with new identification cards for the term of 0110312016 - 0710312016. We also show that the identificationcards were emailed to Ms. [redacted] on 0211712016 as requested.Ms. [redacted] started this policy on our website. However, she is not set up on paperless and therefore wecontinue to mail all any documents to the garaging address we have on file.As far as using our website, there is a sign-in option and Ms. [redacted] can access her policy by entering herpolicy number and password. If unable to login, please try resetting the password by clicking "forgotpassword". It will then send a temporary password to the email address on file.Every six-months at the policy renewal, we review the policy and determine the rate. When an accidentoccurs it could have an effect on the rate as it changes the risk factors for the driver. Here are the sixmonthrates for each term:[redacted] ** [redacted] *
[redacted] ** ** [redacted] *
[redacted] ** [redacted] *
[redacted] ** ** [redacted] *Our fees are outlined on the auto application that is sent at the policy inception. We do charge aninstallment fee. This is charged every month if the pay plan is set up on monthly installments.We use a third party processing company for our creditldebit card transactions. They charge a conveniencefee of $3.95. We offer a check by phone option at no fee.In order to maintain certain discounts, such as a homeowner's discount, we require do request proof to besubmitted. If we do not receive proof within 15 days, does result in the discount being removed. Thediscount can be added back at any time once proof is received. We request a copy of the deed, tax recordor property record. The residence must be in the insureds name and match the address on our records toqualify for the discount.We have a team that continuously reviews loss ratios, profitability, sales and marketing data to determinewhen and where changes are necessary. Anytime rates are reviewed andlor changed, they can increase ordecrease your current rate. These changes will reflect on the renewal offer.Ms. [redacted] made a payment on 0710112016 to renew her policy, entering into a new six-month term.Unfortunately, we are not able to accommodate her request to lower her payments. The policy is set torenew on 01/03/2017. At that time, if anything were to change in her rates she will see it on the renewaloffer that is sent out prior to the renewal.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

I am writing in response to the letter dated June 6, 2017 regarding a complaint that [redacted] submitted. We are sorry to learn that he was not satisfied with our response to her complaint. We appreciate this opportunity to address [redacted] concerns. Since our initial response on June 2, 2017 we placed a stop payment on the initial check.  Then on June 5, 2017 we issued a new check for damages and  mailed it to Ms. [redacted] directly. We regret the dissatisfaction with this claim and apologize for any delays throughout the process. At this time, Safe Auto Insurance Company has taken all steps to indemnify the Ms. [redacted]. Should there be any additional supplemental damages or new information regarding this claim, it would be handled in a timely manner.   Sincerely,   Brett F[redacted] Safe Auto Insurance Company Phone: ###-###-#### Fax: ###-###-####    Email: [redacted]

I am responding to your letter dated December 2nd, 2015 regarding a complaint filed by [redacted]. Mr. [redacted] stated that he has been having difficulty getting in contact with the adjuster andrequested a prompt response from the adjuster regarding this matter. In addition, Mr. [redacted] wouldlike to have his...

vehicle repaired in a quick and hassle free manner.On October 14,2015, SafeAuto received a call from Mr. [redacted] in which he stated that theinsured, [redacted], had struck his parked and unoccupied vehicle. At that time a claimwas created and Dustin S[redacted] was assigned to the claim for handling.On October 26,2015, Mr. S[redacted] attempted to contact Ms. [redacted] for a statement. Mr.S[redacted] noted that it was very difficult to hear the insured and that he would call Ms.[redacted] back the foiiowing day.On October 27,2015, Mr. S[redacted] spoke with Mr. [redacted] and obtained a statementregarding the facts of loss.On October 30,2015, Mr. S[redacted] attempted contact with the insured and left a messagerequesting a cal! back.On November 5, 2015, I personally received a voicemail from Mr. [redacted] requesting a callback regarding status. At that time I forwarded the message to Mr. S[redacted] for followup. Mr. S[redacted] attempted contact with the insured and left a message requesting a cailback. Mr. S[redacted] also attempted to return Mr. [redacted]'s call and left him a messagerespectfully telling Mr. [redacted] that he was still needing a statement from the insured inorder to finalize liability. Mr. S[redacted] also requested Mr. [redacted] forward him a copy ofthe police report to assist him with the liability investigation.On November 9, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.OnNovember 12, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.On November 17,2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call. I personally received a voicemail fiom Mr. [redacted] in which hestated that he was having difficulty getting in contact with Mr. S[redacted]. I forwarded thatmessage to Mr. S[redacted] and requested the he contact Mr. [redacted] to update him regardingthe status of the claim.On November 20, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call.On November 24, 2015, Mr. S[redacted] sent an email to the insured requesting that shecontact him for a statement.On December 3, 2015, Mr. S[redacted] attempted to contact the insured and left a messagerequesting a return call. Mr. S[redacted] also spoke with Mr. [redacted] and requested a copy ofthe police report. At that time, Mr. [redacted] stated that he would be emailing and faxing acopy of the police report to Mr. S[redacted].On December 4, 2015, Mr. S[redacted] received a copy of the police report. I personallyreviewed the police report with Mr. S[redacted] and we noted the file that liability appearedto be adverse to our insured based on that police report. Mr. S[redacted] then contacted Mr.[redacted] and respectfully told him that liability had been finalized and that he would betaking care of the damage to Mr. [redacted]'s vehicle. Mr. [redacted] stated that he already had anestimate completed by [redacted] Body Shop. Mr. S[redacted] then contacted [redacted] Body Shopto have them submit the estimate with photos to SafeAuto for review.On December 7,2015, Mr. S[redacted] followed up with the body shop and confirmed thatan estimate and photos were taken and sent to SafeAuto for review. I personallyconfirmed that an appraiser bas been assigned to review that estimate and a review willbe completed shortly.At this time Mr. S[redacted] is awaiting the review of the estimate. Mr. S[redacted] will be able toissue payment to Mr. [redacted] once that review is complete. We regret Mr. [redacted]'s initialdissatisfaction with his claim and apologize for any delays throughout the process.If I can assist with any other questions, please don't hesitate to call or email me.Sincerely,