Castle Rock Agency, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedYes, the case is resolved to my satisfaction*** ***, of Castle Rock Insurance Company, reinstated my Liability Insurance and accepted REAL Design's payments so my dispute with his company is overTherefore, the outcome is positiveThank you and Revdex.com for your assistance in resolving this disputeRegards, *** ***
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*** *** ***
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Sincerely,
*** ***

The certificates as proof of insurance, including the assigned policy number, carrier, and policy limits were sent to the insured on 02/**/2016. When the first subsequent payment had not been paid. To date the policy is active and the original issuance date of 02/**/2016, indicating that the policy had been issued when indicated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did not receive an insurance  policy from [redacted] despite what he states.. I did send an acknowledgement and Thank You, (as he references above) originally, because I signed the certificate and made a down payment. I was at that point believing I had an insurance policy with Castle Rock and had no reason to think otherwise.  However, I did not receive any copy of an insurance policy via mail or email until Friday April **, in an attachment to an email which was sent to me  in response to his letter from the Revdex.com.. Nor did [redacted] inform me of any bill schedule I needed to pay to keep up the policy.  I even called [redacted] to ask when will I receive a bill.  When I spoke to him by phone. he gave me a number to call with a company called IPFS. When I spoke with them they said my policy was canceled because of lack of payment.. I said I didn't know I had payments due because I was sent no bills..  A person named Zak, who works at IPFS said that Castle Rock sent my money to the wrong insurance company. I immediately called [redacted] at Castle Rock to resolve this. He said in the phone call that "he would call me right back". He never did. In addition, I never received a formal cancellation notice by email or mail from Castle Rock or IPFS. [redacted], the president of REAL Design, called [redacted] to state we needed a refund and [redacted] said " [redacted]" but he never did.  REAL Design did not hear from [redacted] until he responded to the complaint from the Revdex.com. I have lost my down payment and REAL Design has no liability insurance. On Friday, April [redacted] said in an email responding to the Revdex.com complaint  that he could not refund my down payment because it is illegal incc
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I renewed my business insurance policy with Castle Rock which was supposed to be underwritten by [redacted]. After paying more than $650 for the deposit and brokers fees, I never received any insurance or correspondence from the agency. The broker confirmed that my insurance was never instated and there was no policy. He couldn't confirm what happened to my money or why this error occurred. I've been dealing with this matter with the agency for the last five months and it remains unresolved. Not only did I purchase a policy and not receive it, the money that I paid has not been refunded and my business is at risk for being uninsured. [redacted] to date has no record of my renewal or the payment made to Castle Rock Agency. The customer service is also a joke. They are [redacted].Desired Settlement: Full refund for the $650.00 paid.

Business

Response:

I am reviewing the one complaint that our agency came across on the Revdex.com website. [redacted], the complainant, has submitted completely inaccurate information in every aspect and we would like it removed from your site. We spoke to [redacted] in October/November 2013 . After an internal investigation, we learned that the accusations made by [redacted] are without merit. The facts of the matter were that we had an independent producer that was placing business through our organization. This producer was a 1099 employee and an independent producer in every aspect of the term. Castle Rock Agency and this individual parted ways in the middle of 2013. Through an internal investigation and after speaking with [redacted], we learned that [redacted] provided this independent producer with her credit card information, except this agency never received that information. We asked [redacted] to send over proof that she paid Castle Rock Agency Inc. She could provide no proof that such a payment was made to this agency for the amount of $650 or any amount for that matter.

Because our agency had not received payment of any type from [redacted], a refund could not be provided. This agency reported this transaction between [redacted] and this independent producer to the proper authorities, but because the transaction did not occur between [redacted] and this agency, we had no recourse and told [redacted] she would have to file a complaint against this individual with the proper authorities. [redacted] had filed a complaint against this individual.

In lieu of the aforementioned, please remove this complaint from your web site. Thank you for your cooperation in this matter..

Regards,