Cason Construction, Inc.

I am responding to your letter regarding a complaint filed by [redacted] in regards to her billing. On 07/07/22016, Ms. [redacted] started an auto insurance policy with our company. She was quoted a six month premium of $1350. The quote was based on no violations or accidents. We received the...

Comprehensive Loss Underwriting Exchange (CLUE report) the next day. The report revealed four accidents, in which 2 were considered to be at fault accidents. This changed the six month premium to $3279. On 07/12/2016, a policy packet was mailed to Ms. [redacted]. This included a premium increase letter. Per our records, we do not show that Ms. [redacted] has called into our office since starting the policy. The policy is currently active and set to cancel on 08/06/2016. If I can answer any other questions, please don’t hesitate to call or email me. Sincerely, Casey M[redacted]

Mr. Thompson started this through our website and was offered liability coverage. He accepted the liability coverage and started the policy. Therefore, we will not be refunding any further funds. The refund check for $25.00 was mailed on 4/30/2015, check number [redacted]

I am responding to your letter dated 04/18/2016 regarding a complaint filed by [redacted]. Chronology: On 02/02/2016 at 10:33 AM eastern standard time, SafeAuto received a notice of loss involving [redacted] and policy holder [redacted].  The claim was opened and assigned to...

claims adjuster Logan m[redacted]. The adjuster took statements from both [redacted] and [redacted] the same day. After [redacted]’s statement, Logan also scheduled an appraisal assignment in order for us to determine total damages. After statements were taken, liability was acceoted. On 02/04/2016 the estimate was received and approved. Estimate was for 6.6 hours of labor to repair the vehicle. Total amount of repair was $423.62. Ms. [redacted] was contacted and informed that the payment was requested and should arrive in 7-10 business days. At this point the rental process was explained to the claimant. On 02/05/2016 the check was issued to [redacted] to pay for the repair of her car. On 02/15/2015 Ms. [redacted] called Logan M[redacted] to advise the claimant vehicle was being dropped off at a repair facility. Ms. [redacted] requested a rental car. At this time Logan set up the rental reservation, authorizing direct billing from [redacted] rental car to Safe Auto. Rental was set up for 2 days based on the repair formula: 4 labor hours per day for repair. 6.6 hours of total repair time needed = 1.5 days of repair. Logan correctly Authorized 2 total days. 02/16/2016 the repair shop requested 1 day extension online with a targeted completion date of 02/17/2016. The rental team approved a one days extension. 2/18/2016 Repair shop advised vehicle would be finished 02/18/2016 and requested one more day of rental to cover 2/18/2016. The rental team approved the request and set the last approved day as 02/18/2016 paying for a total of 4 rental days on a 6.6 hour repair. We regret Mrs. [redacted]’s dissatisfaction with this claim. Based on the fact that the total repair only took 6.6 hours, and SafeAuto approved a rental car for 4 days, at this time we feel that the approved rental amount was fair. The extended time Mrs. [redacted]’s vehicle was in the body shop was not a result of a delay or action on our part. If I can answer any other questions, please don’t hesitate to call or email me.

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

Its all taking care of as if July I am moving to a new insurance company. Thanks

SafeAuto states the following: "Our claims department was able to reach the attorney on 07/21/2015,
where they advised of contact
information for Mr. [redacted] and allowed us to reach out in regards to property
damage only." The FACT is if SafeAuto had reached the attorney on the date stated, the attorney would have informed them that as of 7/20/2015 (the day before) they were not longer representing us. Letters attached.           SafeAuto states the following: "Our adjuster reached out to the shop of choice and requested they email
the photos and estimate directly to us.
Safe Auto received the estimate and photos on 07/29/2015."  The FACT is [redacted] from [redacted] emailed Edwina the estimate and photos on 7/23/2015 @ 9:12am and sent them again on 7/29/2015 @ 11:10am stating that he had sent this information last week. Then on 8/4/2015 [redacted] emailed Edwina again stating that Mr [redacted] was in and he wants to get his truck in for repairs. Any word on approval?          SafeAuto states the following: "The
property damage portion of this claim has been resolved and the injury claims
for Mr. and Mrs. [redacted] are
still pending." The FACT is no payment has been received by us or the bodyshop as of 8/12/2015. The truck has not been repaired nor have we received temporary transportation comparable to what was damaged or any other rental as stated in the letter we received. Letter attached.         SafeAuto states the following:"Mr. [redacted] alleges no response to his voice messages regarding the
status of this claim. During the time he was attorney represented, we are not able to contact or reach out to their
client unless otherwise instructed. Once we confirmed Mr. [redacted] was no longer attorney represented, all
phone call correspondence was responded to in a timely manner." The FACT is we have not been attorney represented since 7/20/2015. We have called and left messages twice a day since 7/21/2015 and have yet to receive a reply!!! We have even called Reginald Bibb and left messages, again no reply! You are MORE than welcome to subpoena our phone records--our carrier is Sprint..          Furthermore we would like to state that all of our messages we left, we had informed them that we had a vacation coming up from 8/5/2015 through 8/10/2015 which we had planned on taking the truck which is now damaged. No one contacted us, No one gave us any options, so we had to procure a rental on short notice. We feel that it is not unreasonable to be reimbursed for the cost of the rental for our trip. We did not rent a Full size truck such as what was damaged but a full size car. Regards, [redacted]

This letter acknowledges receipt of your correspondence regarding the concerns of [redacted].A policy was started by [redacted] on 09/09/2017 at 11:09 AM EST. [redacted] called SafeAuto on 09/16/2017 to advise us that her car would be taken away on 09/18/2017. She...

called again on 09/18/2017 to cancel her policy once the car was no longer in her possession. Her policy was cancelled per insured’s request. We do apologize that [redacted] received a letter stating that she had a balance owed to SafeAuto. The initial amount quoted to [redacted] as a credit did not take into consideration the previous balance owed to SafeAuto that was paid in the down payment. After the fees were assessed to the premium paid for the down payment, the credit to be returned to [redacted] is $28.66. A request has been sent to Accounting to expedite the refund. The refund should be processed in 3-5 business days. If you have any questions, please feel free to contact me. Sincerely, Karla M

Dear [redacted] I am writing in response to your letter dated March 27, 2015, regarding a complaint filed by [redacted]. In his complaint, [redacted] stated that SafeAuto had not received a check he was owed. In reviewing the details around this complaint, I...

found that his check was initially cut by SafeAuto on August 31, 2009, and it was never cashed. On March 27, 2015, a replacement check was requested and a check in the amount of $516.80 was mailed out March 30, 2015. [redacted] should be receiving this check within five to seven business days. We apologize for the experience [redacted] had with SafeAuto. It is always our goal to be available and accessible to our customers, and it appears that in [redacted]’s case, we failed to provide him the service that we expect of ourselves. Should you need more information, please feel free to contact me directly. Regards,
[redacted]
[redacted]###-###-####[redacted]

I am responding to the complaint filed by [redacted] for a request of a full refund and no lapse.   The policy for [redacted] was cancelled back to inception as a result of a credit card chargeback. Therefore, the payment made on the Mr. [redacted]’s policy was fully refunded. The credit was...

issued on 2/08/2017.   If I can answer any other questions, please don’t hesitate to call or email me.

I am responding to your letter dated February 3,2016 regarding a complaint filed by [redacted]
[redacted]. Ms. [redacted] stated that she needs her vehicle repaired as soon as possible.On January 20,2016, [redacted] contacted SafeAuto and stated that she had beenin an accident and a claim was filed. The...

claim was assigned to Dustin S[redacted] forhandling.On January 21,2016, Mr. S[redacted] contacted Ms. [redacted] for a statement and left amessage requesting a return call.On January 29,2016, I personally received a voicemail that Ms. [redacted] had left me afterhours on 01/28/2016.1 forwarded that message to Mr. S[redacted] and requested he contactMs. [redacted] as a statement was still needed. Mr. S[redacted] attempted to contact Ms. [redacted]and left a message requesting a call back.On February 1,2016, Mr. S[redacted] spoke with Ms. [redacted] and a statement was obtained.At that time, Mr. S[redacted] set up a field inspection so an estimate could be written on Ms.[redacted]'s vehicle.On February 3,2016, Mr. S[redacted] attempted to reach Ms. [redacted] to get her body shopinformation so payment can be issued once the estimate is complete. Mr. S[redacted] left amessage for a return call.On February 4,2016, Mr. S[redacted] received a call from Ms. [redacted] and she provided himwith the body shop's information. He respectfully told her that he was currently waitingfor the estimate to be completed and will contact her once it is done.

I am responding to your email regarding a complaint filed by Mr. [redacted]Chronology:0 On 06/02/2015, Mr. [redacted] reported that he had been involved in an accident on thisdate with one or our policyholders and a claim file was set up.On 06/03/2015, Mr. [redacted] was contacted and a statement...

was taken concerning thedetails of the accident and his damages. His injury claim was reassigned to DougR[redacted]o On 06/09/2015, Mr. R[redacted] contacted Mr. [redacted] and obtained informationcocerning his injuries and treatment.On 06/15/2015, the claim file was reviewed and reassigned to a Casualty Adjuster toreview the medical documents and conclude the injury claim with Mr. [redacted].On 06/29/2015, Ms. Jaime S[redacted] contacted Mr. [redacted] and went overthe information that was in the claim file. It was determined additional information wasneeded and a Medical Authorization was sent to Mr. [redacted]. He was asked to list allmedical providers he had seen as a result of the accident so we could order the medicalbills and records.On [redacted]5, Mr. [redacted] sent an email asking if we received his fax and paperwork. Ms. [redacted] replied that we had and we were still waiting on his MedicalAuthorization form so we could order all of his bills and records.As of this date Mr. [redacted] has not submitted to us the Medical Authorization form with thenames and addresses of his medical providers. Once Mr. [redacted] provides us with thatinformation, we can proceed with the evaluation of his injury claim.If I can answer any other questions, please don't hesitate to call or email me.Sincerely,Diana B. G[redacted]Phone: ###-###-####Fax: ###-###-####

I have reviewed the response made by the business in reference to complaint ID ####, and find that this resolution is satisfactory to me. I would like to wait to close this until all funds are received as was agreed to however at this current time we have only received 64.00 not 75.00 as stated by the business area who said they mailed an additional 11.00 on the same day as the first check but has yet to be received, and makes me concerned that they claim it went out on the same day and we have had the other check for 4 days and the other check they claim to of sent has yet to arrive.  Once received I will gladly close the complaint.
Regards,
[redacted]

My issue at Safe Auto has not yet been resolved. The business has provided one update (the same update they sent a copy to Revdex.com on). I am unsure what the next step would be since I have still not been satisfied with lack of progress on the issue.

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'm considering filing a police report on her for a hit and run.

I would like the full refund. I cancelled the same day, nowhere in the paperwork or when I signed up disclosed that I would be assessed a cancellation fee, it will be 2 weeks before I receive my money back from this company. I am not satisfied with nothing about this.

I am responding to your letter dated 1 1/9/20 1 5 regarding a complaint filed by [redacted]. Mr.[redacted] complained that the customer service provided by SafeAuto was unacceptable. Mr. [redacted]is looking for compensation for arranging alternate transportation.Chronology:On 10/10/2015, Mr. [redacted]' s vehicle...

passenger, [redacted], reported that Safe Auto insured[redacted] hit the rear of Mr. [redacted]'s vehicle at a traffic light. The clain was assigned toadjuster Dolores V[redacted] On 10/13/2015, Ms. [redacted] attempted to reach Ms. [redacted] by phone. Ms.[redacted] left a message far a return call. That same day Ms. [redacted] spoke to Mr.[redacted] regarding the facts of the accident. Ms. [redacted] requested an appraiser toinspect his vehicle and explained liability was not accepted at that time since she hadnot spoken to Ms. [redacted].On 10/15/2015, Ms. [redacted] attempted to reach Ms. [redacted] by phone. Ms.[redacted] left a message for a return call.On 10/16/2015, SafeAuto appraiser Paul G[redacted] inspected Mr. [redacted]'s vehicle andwrote an estimate for the damage.On 10/2O/2015, Ms. [redacted] atternptd to reach Ms. [redacted] by phone. Ms.[redacted] left a message for a return call.On 10/22/2015, Ms. [redacted] spoke to Ms. [redacted] regarding the facts of theaccident. That same day Ms. [redacted] attempted to reach Mr. [redacted] by phone. She lefta message explaining that liability had been accepted and she would be issuing thepayment for his vehicle's damage.On 11/9/2015, Ms. [redacted] returned a call to Mr. [redacted] and she setup a rentalreservation through Enterprise Rental Company. That same day, she spoke to therepair shop and they told her that Mr. [redacted] dropped off his vehicle to the shop thatday.Mr. [redacted]'s vehicle is currentIy in the shop being repaired and he has a rental provided to himwhile repairs are being complete.I have included a copy of the estimate for Mr. [redacted]'s vehicle.If I can answer any ofter questions, please don't hesitate to call or email me.Sincerely,[redacted]

This letter will acknowledge your May 30, 2017 correspondence concerning [redacted].  Mr. [redacted] has two insured vehicles with Safe Auto Insurance that were both damaged by hail on 3/22/2017.  Both vehicles are [redacted] Journeys.  We had an independent appraisal firm...

inspect these vehicles.  The first vehicle, 2012 [redacted] Journey, has been repaired.  The second vehicle, 2014 [redacted] Journey is at the repair facility.  There was an initial repair estimate written on 3/23/2017 for $4355.48.  There was also a supplement written on this vehicle on 5/15/2017 for $208 dollars that brought the repair figure up to $4563.48.    I was made aware of an issue with this vehicle’s repair when we received the complaint.  I contacted the shop, [redacted], [redacted], [redacted].  They provided me additional photos of this vehicle and also a supplement for $2845.  I reviewed the photos and their estimate.  This shop specializes in Paintless Dent Repair.  There were 3 panels with hail damage that were not on our estimate.  There was also a request for additional time to repair the roof of the vehicle above what was previously appraised.  After my review of the information provided I again contacted the shop.  I made them an offer to add the missed panels repairs and increase the amount originally allowed for roof repairs so we can resolve the repair issues with this shop.  The shop agreed to my offer.  The new repair figure for this vehicle is $5611.96.    I contacted the claim handler for this loss and asked that we send [redacted] a check for the supplemental amount agreed to by [redacted] and Safe Auto Insurance.  That check has been issued for $1048.48.  The shop said they were going to contact the insured and move forward with the repairs.  I contacted the shop again today and confirmed that the check has been issued.  Three checks have now been issued for the repair of this vehicle totaling $5111.96.  The insured carries a $500 comprehensive deductible.  This adds up to the $5611.96 repair cost.   I also called the insured’s home number.  I was not able to reach them but I did leave a voice mail message detailing the agreement reached with [redacted].  I also advised them to contact their claim representative should there be any additional issues regarding the repair of this vehicle.   [redacted] Safe Auto Insurance Physical Damage Supervisor [redacted]

I am responding to your letter dated February 10,2016 regarding a complaint filed by [redacted]. Ms. [redacted] is complaining that Bruce L[redacted] from SafeAuto has not responded to her calls oremails, and needs SafeAuto to pay for her rental.This file was assigned to adjuster Zulema F[redacted] for handling....

Bruce L[redacted] is a customer servicerepresentative and is not able to agree to pay any rental bills. I apologize for the lack of responsefrom Mr. L[redacted], and any correspondence from Ms. [redacted] should have been forwarded to theadjuster for handling. Ms. F[redacted] contacted [redacted] Rental on 2/12/1 6 and set up a direct billwith [redacted]. SafeAuto is currently awaiting the [redacted] bill for payment.We regret Ms. [redacted]'s initial dissatisfaction with her claim and apologize for any delaysthroughout the process.If I can answer any other questions, please don't hesitate to call or email me

I am responding to your letter dated 12/28/2015 regarding a complaint filed by [redacted].Ms. [redacted] requested Safe Auto Insurance Company pay the above referenced loss in full.On 12/28/2015, Ms. [redacted]'s concerns were addressed and full payment was made. If I cananswer any other questions, please...

do not hesitate to call or email me.\Sincerely,