Cason Construction, Inc.

Dear Ms. [redacted]I am responding to your letter regarding a complaint filed by [redacted] regarding a refund.On 02/09/2016 at 06:08 PM, Ms. [redacted] started an insurance policy with our company onour website. The policy insured a 2010 Chevrolet Impala with liability coverage. Therewas...

also an SR22 filing on the policy.On 02/09/2016 at 06:19 PM, Ms. [redacted] called into our service department and addedcomprehensive and collision coverage. The price increased and she asked to cancel thepolicy. The representative advised of the $25.00 cancellation fee. The cancellation wouldbe effective on 2/22/2016 due to the SR22 filing, as we must give advance notice of thecancellation.Ms. [redacted] was advised if she could provide proof the SR22 was filed with anothercompany, we would not require the future cancellation date. Ms. [redacted] stated she wasalready insured with another company prior to starting with our company. If she providedproof that she was insured prior to starting with our company, we would issue a fullrefund.On 02/10/2016, we received proof of insurance from [redacted] Company. Thevehicle listed on the declarations page was a 1998 Buick Park Ave. Since the 2010Chevrolet Impala was not listed, it was not acceptable proof of other insurance.SafeAuto j 4 Easton Oval I Columbus, Ohio 43219 1 Phone: ###-###-####www.safeauto.comWe received a manual typed up financial responsibility form on 03/1012016 showing theSR22 was filed by [redacted]. Tnerefore, we waived the 12 days of premium forthe future cancellation. This resulted in a refund of $34.00.If Ms. [redacted] can provide proof that she was insured prior to coming to our company, weare willing to refund any premium for the time she was insured with another company.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

I am responding to your letter dated 02/19/2016 regarding a complaint filed by [redacted]in regards to making two payments.On 02/15/2016, Mr. [redacted] called in to our service department. He was advised that we had notyet received his mailed in check. Mr. [redacted] made a payment over the phone....

During that call,the representative did state he would send an email to our Accounting department to not processthe mailed in check. Unfortunately, the mailed in check was received on 02/16/2016 andprocessed upon anival.On 02/18/2016, Mr. [redacted] made several calls in to our service department. He was asked tosend a bank statement to show both payments cleared before we could issue a refund. He did notsend in the necessary information.At this time, both payments were credited to the policy and the policy is currently paid up until04/16/2016.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,

I am responding to your letter regarding a complaint filed by [redacted] in regards to policy cancellation and refund. I called and spoke with Ms. [redacted] on 06/01/2016. She was able to provide me proof of her other insurance and we cancelled her policy back to inception and processed a full...

refund of $132.00 back to her credit card on 06/03/2016.  We were able to resolve her concerns over the phone.  If I can answer any other questions, please don’t hesitate to call or email me.  Sincerely, Casey M[redacted]

While the case the services are complete I still have not received an explanation to why I had four messages over a two week period go unanswered. The SafeAuto rep did not include my messages in their timeline. SafeAuto also failed to compensate me for the day I went without a car rental due to their failure to return four phone calls
Regards, [redacted]

Dear **. [redacted]: I am responding to your letter dated 09/18/2015 regarding a complaint filed by [redacted] in regards to the payment amount and the poor service she received from our company. ? On 06/14/2015, **. [redacted] policy cancelled for non-payment. A payment was...

mailed in and received on 06/15/2015. It was post-marked on 06/11/2015 and applied effective 06/12/2015. Therefore, there was no lapse in coverage. Once the payment was applied, our system generated a false credit of $34.00. ? On 06/16/2015, a notice of payment due went out in the amount of $15.00. The system caught the credit and added the $34.00 back to the policy. The renewal offer was sent with an amount due of $72.00. ? **. [redacted] made several calls into our service department and was given incorrect information regarding her billing. She was told she could pay $40.00. Therefore, we have honored the information she was given and applied the $40.00 payment as of 08/20/2015. **. [redacted] has had no lapse in coverage and her SR22 is current with the state. We sincerely apologize for the service that she received when speaking with our service department. We are taking necessary actions with each individual that she spoke with to ensure that this doesn’t happen again. Unfortunately, we are not able to refund the $40.00 payment that **. [redacted] sent in as she has an active policy and it’s gone towards her premium. On 09/23/2015, I called and left a voicemail for **. [redacted] to personally apologize for the service she received and advice of the outcome. If I can answer any other questions, please don’t hesitate to call or email me. SafeAuto | [redacted], Ohio [redacted] | Phone: ###-###-#### www.safeauto.com Page 2 Sincerely, Casey M[redacted] Customer Contact Center Manager

The affidavit in question is sent directly to Chase it does not come back to SafeAuto.  Once Chase receives the affidavit they begin an investigation on the improperly paid claim.   When a decision is made by Chase, if it is in our favor and the funds are added back to our account then payment will be reissued.  This process through Chase can take three to six months to resolve.  In the event Chase denies the claim there will be no additional funds forthcoming. Thank you,

I am writing in response to the letter dated May 25, 2017 regarding a complaint that [redacted] submitted. We are sorry to learn that [redacted] was not satisfied with the handling of this claim and appreciate the opportunity to address [redacted] concerns. Claim chronology:   The...

incident occurred on March 24,2017, and the claim was reported to our office on Friday April 7, 2017 after business hours by Ms. C[redacted] insurance company, then assigned to our adjuster Ms. Ryan G[redacted] the following Monday, April 10, 2017.             On April 10, 2017 Ms. G[redacted] called and obtained a statement from Ms. C[redacted] regarding the accident and set up to have the damages to Ms. C[redacted] vehicle appraised. At this time Ms. G[redacted] informed Ms. C[redacted] that we had not accepted liability as we had not confirmed the facts of loss with our insured.   On April 12, 2017, our appraiser Mr. S[redacted] completed the estimate of the damages to Ms. C[redacted] vehicle, and called Ms. C[redacted] and went over said estimate. Ms.C[redacted] was again informed that we were not able to move forward until liability accepted. This same day, Ms. G[redacted] attempted a second contact attempt with our insured and left a message and sent a letter and email to our insured.   On April 20, 2017, Ms. G[redacted] again called our insured, and was able to take a statement regarding the loss. Ms. G[redacted] determined our insured was liable for the loss.   On April 21,2017, Ms. G[redacted] issued payment to Ms. C[redacted] and her shop of choice for her damages.   On May 31,2017. In response to this complaint, requested that the current check be stop paid for Ms.C[redacted] and that  new check be requested to her directly for her damages per her request. As soon as the stop pay is complete, the new check will be issued to Ms. C[redacted].     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. C[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 writing in response to your 9/21/2015 letter regarding a complaint that was filed by [redacted] (Miss [redacted]).Claim chronology: The accident happened on 3/21/2016. The claim was reported to SafeAuto on4/28/2016 1:54pm by Miss [redacted] attorney [redacted] . It was assigned to adjuster...

MarcusA[redacted] (Mr. A[redacted]) on 4/29/201 6.On 4/29/2016, Mr. A[redacted] spoke with the named insured [redacted] who asked to becalled back on 5/2/2016. He attempted to contact Miss [redacted] but the line hung up and then hespoke with [redacted]'s office who needed to determine if they were handling Miss [redacted]vehicle damage claim.On 5/2/2016, Mr. [redacted]'s took a recorded statement from [redacted] confirming that shewas driving a vehicle other than the listed vehicles on her SafeAuto policy. The owner of the vehiclewas [redacted] (Mr. [redacted]) and Mr. [redacted]'s advised we need to speak with Mr. [redacted]On 5/6/2016, Mr. [redacted]'s was unsuccessful in obtaining a statement from Mr. [redacted]On 5/13/2016, [redacted]'s office advised that Mr. [redacted]'s auto insurance carrier, [redacted],has denied the claim and that it was ok to discuss damages with Miss [redacted]. Mr. A[redacted] spokewith Miss [redacted] and agreed to have her vehicle inspected. Mr. A[redacted] also left a message forMr. [redacted]Messages were left for Mr. [redacted] on 5120,612,6122 and 7/15/2016.On 5/24/2016, 5/27/2016 both [redacted] and [redacted]'s office were provided updates on theclaim investigation. In addition, Miss [redacted]'s estimate was completed.On 7/13/2016, a status update was provided to Miss [redacted].On 8/12/2016, an e-mail was sent to Mr. [redacted] but was returned.On 911 21201 6, a voicemail was left for Mr. [redacted]On 9/13/2016, Mr. A[redacted] provided an update to Miss [redacted]'s grandfather and advised that theSafeAuto insured was not the owner of the vehicle that was involved in this loss.On 9/20/2016, Mr. A[redacted] provided an update with Miss [redacted]. He also spoke with [redacted]who insured the vehicle being driven by [redacted]; confirmed they denied the claimbecause [redacted] had insurance.On 9/23/2016, Mr. A[redacted]' request to deny coverage for the loss was approved and denial letterswere sent out.SafeAuto does acknowledge that the investigation took longer than a majority of claims. We havecompleted the investigation and apologize for any delays that occurred during this investigation.Unfortunately, coverage was denied for this claim. [redacted] was driving a vehicle that wasgaraged at her home and available for her regular use. Miss [redacted]'s attorney was advised of thedenial and a letter was sent to him. Miss [redacted] should follow up with her attorney if she has notalready done so to determine what her next step is.If you need any additional information, feel free to contact me.Sincerely,Jonathan C[redacted]

I am writing in response to your 7/21/2015 letter regarding a complaint that was filed by [redacted]Claim chronology: The accident happened on 05/16/2015. The claim was reported to SafeAutoon 5/19/2015 and assigned to adjuster [redacted]. The claim was reported by SafeAutoinsured [redacted]...

[redacted]. Ms. [redacted] reported that she rear ended another vehicle. At thattime we did not have the contact information for Ms. [redacted]On 5/19/2015 and 5/20/2015, Ms. [redacted] tried to contact Ms. [redacted] to review the facts ofthe accident and left messages for a return call.On 5/22/2015, Ms. [redacted] called SafeAuto at 3.12 PM and provided her contact informationto SafeAuto's customer service department.On 5/26/2015, Ms. [redacted] spoke to Ms. [redacted] regarding the facts of the accident and thedamage to her vehicle. Ms. [redacted] requested a photo inspection of Ms. [redacted]'s vehicle.That same day and again on 5/28/2015, Ms. [redacted]attempted to contact Ms. [redacted] to ceviewthe facts of the accident, a message was left for a return call.On 6/2/2015 Safe Auto Appraiser [redacted] completed the estimate for Ms.[redacted]'svehicle. The damages were estimated at $551.56. Mr. [redacted] attempted to speak with Ms.[redacted] about the estimate and the repair process, but was told by Ms. [redacted] that she didno: want to speak with us.On 6/3/2015, Ms. [redacted] accepted liability for the accident. Ms. [redacted] issued paymentfor the damages to Ms. [redacted]'s vehicle in the amount of $551.56. She called Ms. [redacted]to advise that the payment was being issued. Ms. [redacted] advised Ms. [redacted] that she wasupset with the process and that she had three estimates for around $1000.00. Ms. [redacted]explained the supplement process to her and asked the appraiser to contact her to review theestimate with her. Mr. [redacted] spoke to Ms. [redacted] and explained ihe supplement process toher and the differenees between the SafeAuto estimate and the estimates that she obtained. Ms.[redacted] advised that she was not going to accept this process and would seek legal assistanceand disconnected the call.On [redacted], SafeAuto injury adjuster, [redacted], spoke with Ms. [redacted] about herinjury claim. Ms. [redacted] advised Ms. [redacted] that she would not settle her injury claim untilher property damage claim was settled. Ms. [redacted] verified with Ms. [redacted] that she didnot receive or cash the check that was sent to her on 6/3/2015. Ms. [redacted] sent an email toSafeAuto adjuster [redacted] to follow up with Ms. [redacted] as the prior adjuster was out ofthe office.That same day, Ms. [redacted] spoke with Ms. [redacted] who advised that she refused to accept ourestimate. Ms. [redacted] agreed to forward the estimates that she received to SafeAuto.On [redacted], Ms. [redacted] received the estimates from Ms. [redacted] and sent the estimates to theappraiser [redacted]. Mr. [redacted] asked Ms. [redacted] to contact Ms. [redacted] to see if shewould he willing to send another picture of her bumper cover for review. Ms. [redacted] refusedto take another picture. Ms. [redacted] advised Ms. [redacted] that she would request an appraiser tocome to her home to re-inspect her vehicle.At this time the re-inspection has been assigned to SafeAuto appraiser [redacted]. Mr.Lawrence will attempt to reach a1 agreement with Ms. [redacted] regarding her vehicle damage.Should you have any additional questions, please feel free to contact me.Sincerely,[redacted]###-###-#######-###-####

I am responding to your letter dated 02/12/2016 regarding a complaint filed by [redacted]in regards to a refund.On 02/08/2016, Ms. [redacted] started an insurance policy with our company.On 02/12/2016, Ms. [redacted] sent an email request to cancel the policy, effective02/13/2016.The policy was...

cancelled effective 02/13/2016 and a refund will be issued for$1071.06.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Casey M[redacted]

I escorted shop manager to the [redacted] in [redacted] where we were advised by bank manager and customer service that the 1st ccheck issued was returned due to nonsufficient funds.[redacted]

I am responding to your letter dated 10/06/2015 regarding a complaint filed by [redacted] in regards to receiving a non-sufficient funds fee.? On 09/14/2015, Ms. [redacted] made a check payment through our website. Unfortunately, the check was returned from the bank due to an invalid routing or...

account number. The account could not be located.? On 09/18/2015, a letter was sent to Ms. [redacted] requesting a response within two (2) days from the time the letter is received to provide us with the correct account and/or routing number for this payment. We do not take action for 10 days to allow the customer time to provide the necessary information.? On 09/29/2015, we had not received any response from Ms. [redacted]. Therefore, the payment was considered as non-sufficient as we could not obtain the funds. The policy was then set up for cancellation effective 10/09/2015 and the fee was applied to her policy.We apologize for any inconvenience this may have caused Ms. [redacted]. The policy is still able to be reinstated if a payment is made within the next 3 days. As a courtesy, we will remove the fee.If I can answer any other questions, please don’t hesitate to call or email me.Sincerely,Casey M[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
Angela T[redacted]I am expecting more days to be added to my use of the rental.I was advised to consider taking the additional 5 days added to my rental usage.Why was I transferred to another adjuster and then receive a phone message from Nick S[redacted], again?How can I receive an estimate of my vehicle 2003 [redacted] Caravan? All the questions I have or have asked have NOT been answered!  When can I get this ugly unprofessional matter resolved?

I am responding to your letter dated 10121/2015 regarding a complaint filed by [redacted]regarding the handling of his claim.Chronology:On 9/1/2015, the claim was reported to SafeAuto by Mr. [redacted]s insurance company,Progressive.On 9/2/2015, the file was assigned to adjuster [redacted]....

A coverage issuewas identified that the policy had started on 8/29/2015 so the date of the loss needed to beconfirmed. Mr. [redacted] spoke with our insured [redacted] and got the facts ofthe accident, confirming that Mr. T[redacted] rear ended Mr. [redacted]s vehicle.On 9/3/2015, special investigator [redacted] reviewed the file. Mr. [redacted] spokewith Mr. [redacted] and confirmed details of the loss and that no police report was made. Healso confirmed that Mr. [redacted] was not planning on seeking any medical attention.Inception calls were reviewed and it was noted that everything appeared consistent.On 9/4/2015, Mr. [redacted] attempted to call Mr. [redacted] to obiain a statement andset up an appraisal but the line rang busy.On 91812015, Mr. [redacted] was able to speak with Mr. [redacted]; he confirmed thefacts of loss and again confirmed Mr. [redacted] did not think he would seek treatment. Mr.[redacted] also noted that he had been in a prior accident with a similar damage area andwould provide pictures to show what damage was related. It was also noted that hisreading glasses were damaged. At this time it was determined that there was enoughinformation to clear coverage on the claim.On 911 112015, appraiser [redacted] wrote an appraisal on the damages to Mr.[redacted]s vehicle for $835.33.e On 9/15/2015, Mr. [redacted] confirmed liability and issued a check for $835.33.On 913012015, Mr. [redacted] asked for a copy of documentation for the replacementof Mr. [redacted]s reading glasses as he had requested this. He was advised we need areceipt and proof of damages.On 101212015, Mr. [redacted] again responded to Mr. [redacted] via email noting that inregards to any injury he should consult his doctor as well as an injury adjuster. It wasagain asked if Mr. [redacted] was planning on seeking any treatment.At this time the file is being transferred to an injury adjuster to review, even though Mr. [redacted]did not seek any treatment, they will review and provide an appropriate response to Mr. [redacted].In regards to his glasses, if he can provide me proof of purchase of replacement reading glasses Iwill gladly reimburse him for such.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Michael M[redacted]

I am responding to your letter dated 02/24/2016 regarding a complaint filed by [redacted].On 01/16/2016, Ms. [redacted] started an insurance policy with our company.On 01/22/2016, a notice of payment due was sent with a due date of 01/29/2016. Nopayment was received. On 01/30/2016, we mailed a notice...

of cancellation that stated thepolicy would cancel for non-payment on 02/16/2016. Again, no payment was receivedand the policy cancelled for non-payment.On 02/23/2016, Ms. [redacted] contacted our service department in regards to funds beingtaken from her account in the amount of $212.77. We did not receive any payment on herpolicy and did not show any payment. She was very insistent that we give her back hermoney that day. I explained to her our procedure was to get a bank statement and forwardto our accounting department for review. It was 3pm and I could not guarantee she wouldget a refund that day.* Ms. [redacted] did email her bank statement and we looked into the matter of the funds. Wefound the money was used to start a policy for another individual. I sent Ms. [redacted] anemail advising if she did not authorize the transaction, she would need to report it as afraudulent transaction through her financial institutionbank. We cannot take action untilit is reported.We sincerely apologize for any inconvenience this has caused Ms. [redacted], however weare not able to issue a refund until the charge is reported as unauthorizedIf I can answer any other questions, please don't hesitate to call or email me.Sincerely,

Thanks for the email paperwork that you sent.The case with Safe Auto is not settled as of yet.  Safe Auto insured will not respond to safe auto & probably won't, it has been months. Here are the pictures & information that I have sent safe auto 5 times. Please help if you can.I would think that there would be some kind of a law or requirement for [redacted] to response to safe auto in a timely manner. I am ready to settle with there quote from Chris S[redacted] which is very low compared to may Nada & Kelly blue book prices.Here is lots of paper work if you have any question please e-mail or fax.Fax # ###-###-####

THERE WAS MORE DAMAGE WHEN WE TOOK IT TO THE BODY SHOP , THE RADIATOR IS BUSTED AND THEY DID NOT PUT THAT ON THE ESTIMATE. IT IS STILL IN THE BODY SHOP WAITING FOR SAFE AUTO TO SEND SOMEONE BACK OUT TO INSPECT IT ONE MORE TIME, THEY STILL HAVE NOT DONE THAT.   I HAVE NOT HAD MY CAR SINCE OCT 12TH , IT'S GETTING HARD TO FIND A RIDE TO WORK EVERYDAY.  I WANT THIS MATTER RESOLVED QUICKLY DAMAGES PAID FOR ASAP. 
Regards, [redacted]

I am following up with a response to your letter dated 09/12/2016 regarding a complaint filed by [redacted]. Chronology: On 07/28/2016, the claim was reported by [redacted] that the additional driver in the insured vehicle rear ended the complaint. The claim was assigned to Brendon H[redacted]. ...

On 08/08/2016, the adjuster Mr. H[redacted] spoke to the third party vehicle owner [redacted]. Mr.[redacted] advised that the claimant damages would be handled through his carrier [redacted] On 08/19/2016, Mr. H[redacted] spoke to Mr. [redacted] regarding diminished value on his vehicle. Mr. H[redacted] advised Mr. [redacted] to submit a copy of the diminished value report from a dealership for review. On 09/08/2016, I received an email from Mr. [redacted] and advised Mr. H[redacted] to return a call. On 09/13/2016, I spoke to Mr. [redacted] regarding diminished value. I advised we have received the diminished value request of $3,140.00 and I would review it. On 09/14/2016, I called Mr. [redacted] and left a message regarding diminished value on his vehicle. Mr. [redacted] called back and I advised we can offer $159.00 for diminished value on his vehicle based on our review. We received the documentation which was a survey of 3 vehicles and then a 15% reduction in value. Upon our research, we could not find any statute or case law showing  that we owe diminished value in Texas. If this evidence is presented we will review it further. While we felt we do not owe anything additional, in an attempt to settle the claim amicably, we have made a fair offer of $159.00 which is based upon claims we have settled n the past. Mr. [redacted] did not accept this offer and counter offered $1,000 to settle the diminished value request. I called Mr. [redacted] and advised we could offer $250.00 for diminished value. Mr. [redacted] did not accept this offer. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Justin F[redacted]

I am responding to your letter dated 3/3/2017 regarding a complaint filed by [redacted] regarding the handling/delays in his claim.   In regards to this incident SafeAuto determined that our driver was 80% liable for the damages sustained.  Ms. [redacted] agreed to this...

settlement on 1/26/2017.  On 2/16/2017 all appropriate total loss paperwork was returned and a check for the settlement of the claim in the amount of $5784 was issued.  As of this date it does appear that Ms. [redacted] has received this check as it is showing it has cleared her account.   Sincerely,   Michael M[redacted]

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